imaging scheduler resume example with 7+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
16 years of Progressive Management experience in Customer & Quality Assurance Training Program Development: Process documentation, job aids, and classroom training Standard Operating Procedure (SOP) Development and Implementation Excellent written and verbal communication skills, with an eye for detail Extremely productive in a high volume, high stress environment Highly productive in the use of Microsoft products Self-starter with a can-do attitude Strong problem solving and Analytical skills Strong negotiating skills Ability to build productive internal/external working relationships. Strategic Quality Analyst versed in developing standard operating procedures and training materials to promote adherence to quality standards. Dedicated to identifying operational pain points and implementing actionable improvements reduce corporate costs and increase consistency of quality. Proficient Quality Analyst with experience handling and resolving critical quality problems using research abilities. Strong analytical, organizational, and planning abilities. Consistently able to work with minimum supervision. Independent and self-directed. Skilled administrative team member with in-depth understanding of medical standards, compliance requirements and operational procedures. Practiced problem-solver with friendly and caring mentality and excellent communication skills. Expertise in inventory management, customer service and inner-office operations.
  • Typing 55+ wpm
  • Census and Survey Processing System (CS Pro)
  • PeopleSoft
  • Reveal CX
  • Portal Administration
  • AD Manager Plus
  • Siebel
  • Calabrio
  • Windows XP
  • Microsoft Outlook
  • Microsoft Enterprise
  • Microsoft Office Suite: (Word, Excel, PowerPoint, Access, Visio)
  • Tableau Reader
  • SharePoint
  • Epic
  • Microsoft Teams
  • Monitoring quality
  • Quality assurance experience
  • Quality assurance standards
  • Quality assurance procedures
  • Quality deliverables
  • Quality assurance policies
  • High quality presentations
  • Quality processes
  • Quality analysis
  • Quality assurance expertise
  • Quality improvement initiatives
  • Quality assurance reviewing
  • Maintaining quality assurance standards
  • Quality reporting
  • Monitoring data quality
  • Salesforce
  • Verint
Imaging Scheduler, 02/2022 - Current
Intermountain Healthcare Mount Pleasant, UT,
  • Create accurate and complete accounts in host system by obtaining and verifying all registration information including determining if authorization is required
  • Help achieve INOVA mission, to meet and exceed established productivity, quality assurance and Call Center performance goals
  • Utilized standards, guidelines, and written procedures for performing radiology scheduling functions
  • Scheduling efficiently and accurately following established guidelines while applying customer service techniques in all interactions both internally and externally
  • Successfully communicating using approved scripts and verbally interacting on the phone for up to eight hours is expected
  • Follows name search procedures to ensure positive patient identification and prevent duplicate medical record assignments
  • Manages web-based requests by interpreting them, contacting patients and completing the scheduling process and/or directing patients as necessary for non-schedulable services
  • Communicates with scheduling team members as well as physicians, office staff, patients, Inova Health System departments and any other entity outside or inside Inova
Quality Analyst, 07/2021 - 11/2021
Delta Dental Of Minnesota Sheboygan, WI,
  • Examined and evaluated the accuracy of transactions in accordance with regulations and company guidelines
  • Consistently reviewed teams’ interactions with both internal and external parties to ensure accuracy and support success in executing superior service and quality
  • Audited assigned function (service, claims, enrollment) for accuracy, benefit payment, contract interpretation, and compliance with policies and procedures
  • Identified, documents and reports transaction errors utilizing departmental quality monitoring templates in a timely manner to ensure prompt resolution
  • Performed in the role of coach and mentor to less tenured associates and acts as a subject matter expert on the operations
  • Assisted with cross-training and skill development activities with less experienced staff in conjunction with management team
PMO- Continual Service Improvement Quality Analyst, Lead, 07/2019 - 09/2020
Delta Dental Of Minnesota Goleta, CA,
  • Point of contact for (2) assigned contact call centers to assist management staff with achieving quality metrics and be knowledge based for quality procedures and scoring standards
  • Collects and analyzes quality and contact center data and initiates, develops, and recommends improvements to systems, processes, and procedures to increase productivity and reduce cost
  • Creates and runs standard and ad-hoc reports to monitor contact center performance metrics
  • Perform root cause analysis to drill down into performance trends
  • Collaborate with team members, recommend, develop, and implement process improvements that can be used as benchmark measurements
  • Assess and document program lessons learned
  • Become familiar with job relevant Identify Continual Improvement and Corrective Action Preventive Action (CAPA) opportunities
  • Creates and reports speech and text analytics to discover emerging trends and identify opportunities for category improvement
  • Perform internal audits
  • Standard Operating Procedures (SOPs)
  • Facilitate call recording listening sessions
  • Attend PMO level calibration sessions; facilitate contact center level calibration sessions
  • Complete quality monitor evaluation audit assessments
  • Complete quality monitoring evaluations to ensure that Customer Service Representatives (CSRs) are performing in accordance with established client approved quality and performance standards, as assigned
  • Participates in special projects as required
  • Analyzed data sets gathered through testing to produce and present reports quantifying metrics indicating conformance or variance from production standards
  • Created agendas and communication materials for team meetings and Site Calibration
  • Participates in the DSQ Master Calibration Meeting to create the Master Scorecard
  • Marks the call(s) for calibration in Calabrio
  • Facilitates Site Calibration Sessions
  • Works collaboratively with QA staff to analyze calibration reports to improve consistency in scoring
  • Reports final enterprise calibration session results to PMO QA management
  • Prepares the Facilitator's Master Scorecard
  • Ensured all protocols were met in the Enclave to ensure no violations occurred.
Quality Analyst, 09/2016 - 06/2019
Salvation Army Usa City, STATE,
  • Performs assigned quality reviews of program and/or patient files through call monitoring, case file reviews, etc
  • To determine if case was processed according to a program's Standard Operating Procedures (SOPs)
  • Monitored and evaluated Inbound/Outbound calls/ chats, via a variety of call recordings
  • Assigned to specialty sites to provide high quality feedback and to ensure that quality procedures were maintained
  • Assist with Reporting to obtain feedback on common Trending to management
  • Provides feedback to quality management team on results of reviews and monitoring, including trends and opportunities for improvement
  • Supports assigned programs in addressing areas for improvement (e.g., corrective, and preventive actions and measures)
  • Assist with Daily reporting for counselor's progress to meet company and policy procedures
  • Analyzes quality audit results to assess future training needs for the team; provides feedback to management team on standard operating procedures and updates as needed
  • Leads ongoing quality training sessions to reduce quality issues on the team
  • Participate in best practice sharing and learning sessions with other Quality Analysts and Quality Subject Matter Experts
  • Advocate for quality improvement activities across assigned programs
  • Support quality training and coaching sessions, including developing training material, to improve quality
  • Identified and created new quality metrics to meet policy and procedures
  • Provide one-on-one training and additional Feedback with counselors to ensure proper instructions to meet stand operating procedures
  • Lead call monitoring calibration sessions with peers, management, clients, etc
  • To ensure consistency of scoring
  • Monitored completed work and provided feedback to improve team member performance
  • Reported on audit results to inform stakeholders of areas in need of improvement
  • Implemented cost-reduction measures while maintaining consistent quality
  • Administered internal surveys and analyzed results to decipher operational needs and develop targeted solutions
  • Audited training and production processes, enforcing adherence to SOPs
  • Spearheaded process improvements to improve adherence to quality standards
  • Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
Web Support, 03/2016 - 09/2016
Livongo Health, Inc. City, STATE,
  • Collaborated with Customer Service to improve the online customer experience
  • Prioritized support queue and manage Web Store updates in accordance with company standards
  • Collaborated closely with staff to improve client support and conceive improved solution
  • Effectively multitasked queue management, self-check work, and troubleshoot any issues
  • Linked providers and sites to provider portal to reflect needs.
Senior Reimbursement Counselor, 03/2016 - 09/2016
AmerisourceBergen City, STATE,
  • Independently analyzed, reported, and communicated any reimbursement trends or delays
  • Determined methods and procedures for new assignments
  • Performed related duties and special projects as assigned
  • Responsible for multiple geographic regions and physician office sites
  • Independently and effectively resolved advanced accounts with minimal supervision
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention
  • Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge
  • Provided excellent service and attention to customers when face-to-face or through phone conversations
  • Improved operations by working with team members and customers to find workable solutions
  • Improved customer satisfaction by finding creative solutions to problems
  • Attended departmental meetings, providing feedback to enhance future performance
  • Recognized by management for providing exceptional customer service.
Reimbursement Counselor/ Case Manager, 06/2014 - 03/2016
AmerisourceBergen City, STATE,
  • Provided superior customer service to internal and external customers
  • Assisted with special projects that were requested by management
  • Resolved any customers request in a timely manner
  • Assisted with sit in with fellow colleagues
  • Communicated with payers to obtain benefits, prior authorizations and claims assistance
  • Completed and submits all necessary insurance forms and electronic claims to process the claims in a timely manner as required by all third-party payers
  • Assisted with new hire training
  • Maintained frequent phone contact with provider representatives, third party customer service representatives, pharmacy staff, and case managers
  • Assisted patients with insurance questions by studying benefits
  • Provided information regarding payment assistance programs
  • Attended departmental meetings, providing feedback to enhance future performance.
Donor Client Support Specialist, 02/2014 - 06/2014
American Red Cross City, STATE,
  • Personally, connected with donors - listened to their stories and helped them understand the value of their donation
  • Worked a highly variable schedule that includes early start times, late end times, weekends & holidays to meet the needs of our blood drive sponsors and donors
  • Balanced production, donor care & quality requirements to meet daily blood collection goals
  • Interacted in a positive, proactive, and customer-focused manner with external customers, demonstrating care and compassion at all times
  • Made outbound calls to donors to setup appointments for donating blood
  • Educated Parents and young donors of American Red Cross High School Programs and scholarships.
Site Coordinator, 09/2013 - 01/2014
Aerotek Staffing, Bergen, Aerotek City, State,
  • Supervised and reviewed all submitted claims reports
  • Provided assistance to Physician Office
  • Resolved any customer requests in a timely and accurate manner
  • Coordinated with Inter-departmental associates to obtain medical records as related to the reimbursement process
  • Built a productive internal/ external working relationship
  • Researched and resolves any claim denials
  • Informed with coding support and billing inquires
  • Offered customer service outreach
  • Assisted by locating coverage options for uninsured and underinsured patients
  • Completed prior authorization research
  • Patient Assistance Program prescreening and eligibility determination
  • Coordinated shipment coordination with Specialty Pharmacies
  • Completed data entry and appropriate forms to document patients' benefits coverage COMPANY: Connextions (Varies of Payers.
Member Outreach Specialist, 05/2013 - 08/2013
Connextions Inc City, State,
  • Generated follow-up appointments to have a licensed field agent go to their home or a licensed agent call them
  • Placed outbound calls to customers in our database
  • Educated customers on plans and processes
  • Provided assistance with enrollment
  • Qualified customers for community meetings and in-home appointments
  • Provided objective information pertaining to coverage, annual notice of change, pharmacy/network coverage, and drug formularies
  • Performed other duties and tasks as assigned
  • Qualified customers for community meetings and in-home appointments.
Education and Training
COVID-19 Contact Tracing: , Expected in 01/2020
- Hopkins,
Status -
: Business, Expected in 01/2016
Ashworth College - Norcross, GA
Status -
BLS: Science Nurse Assistant, Expected in 01/2013
Carolina - ,
Status -
Carolina of Health Science Cardiopulmonary Resuscitation (CPR): , Expected in 01/2013
Carolina College of Health Sciences - Fayetteville, NC
Status -
Carolina of Health Science Basic Life Saving: , Expected in 01/2013
Fayetteville Technical Community College - Fayetteville, NC
Status -
: , Expected in 01/2008
Fayetteville Technical Community College - Fayetteville, NC
Status - Respiratory Therapist Assistant
: Registered Medical Assistant, Expected in 01/2006
Fayetteville Technical Community College - Fayetteville, NC
Status -

Registered Medical Assistant Part

I & II: Patient and Billing Insurance, Expected in 01/2005
Fayetteville Technical Community College - Fayetteville, NC
Status - ICD-9/CPT4 Coding
: Pharmacy, Expected in 01/2005
Fayetteville Technical Community College - Fayetteville, NC
Status -
: Medical Terminology, Expected in 01/2004
Fayetteville Technical Community College - Fayetteville, NC
Status -

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Resume Overview

School Attended

  • Ashworth College
  • Carolina
  • Carolina College of Health Sciences
  • Fayetteville Technical Community College
  • Fayetteville Technical Community College
  • Fayetteville Technical Community College
  • Fayetteville Technical Community College
  • Fayetteville Technical Community College
  • Fayetteville Technical Community College

Job Titles Held:

  • Imaging Scheduler
  • Quality Analyst
  • PMO- Continual Service Improvement Quality Analyst, Lead
  • Quality Analyst
  • Web Support
  • Senior Reimbursement Counselor
  • Reimbursement Counselor/ Case Manager
  • Donor Client Support Specialist
  • Site Coordinator
  • Member Outreach Specialist


  • COVID-19 Contact Tracing
  • BLS
  • Carolina of Health Science Cardiopulmonary Resuscitation (CPR)
  • Carolina of Health Science Basic Life Saving
  • I & II

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