pqi analyst resume example with 13+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Bilingual PQI Analyst with 16+ years experience in the Healthcare field. Goal-driven, polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.

  • Information Technology Troubleshooting/Help Desk
  • Appian Certification (Ongoing)
  • SQL & Database (Ongoing)
  • System & Program Development
  • Multiple Priorities Management
  • Data Integrity Assurance
  • Project Management
  • Change Management – Analysis & Resolution
  • Process Improvements
  • Documentation & Reporting
  • Workflow Analysis
  • Program Evaluation
  • Experience in Leadership
  • Process & Procedures Development
  • Presentation Development & Delivery
  • Training & Development
  • Stellar Communication Skills
  • Data Research & Validation
  • Root Case Analysis
  • Trend Modeling
  • Complex Problem Solving
  • Relaying Complex Information
  • Issue Identification
  • Team Collaboration & Leadership
  • MS Office - Excel, Power Automate, Visio, Power BI, Access, Appian Platform, Jira Software
  • SharePoint/OneNote/Power Point
  • Policies & Procedures Development & Workflows
  • Clifton Strengths: Strategic, Deliberative, Analytical
  • Data Driven Results
  • Administrative Support
  • Team Building - Development
  • Information Organization
  • Business Utilization system (BUS)
  • Change Management - Analysis & Resolution
PQI Analyst, 02/2022 to Current
State Of GeorgiaRochelle, GA,
  • Data Analysis – Data collection and analyses to improve efficiencies. Identify and assess the impact of change to a multitude of programs by capturing and documenting requirements
  • Project/Change Management – Involved in directing initial gathering of ideas, information and data needs with program. Includes working closely with program and administrative teams to prioritize and organize information. Improve cross-functional performance by establishing better processes and leveraging of technology.
  • Help Desk – Monitor, investigate, and prioritize Appian help desk tickets for a variety of programs. Includes follow up and monitoring for specific groups.
  • Developed an effective method of engaging subject matter experts, assisted in guiding conversations, provided expertise and direction on build and prepared data to present to Development Team.
  • Analysis & Design – Well versed in Appian platform capabilities, leveraging program experience to develop new and innovative ways of completing work.
  • Document Business Requirements – Ability to document unique business requirements for project and process improvement/automation efforts, conducted task and workflow analysis, continually collaborating with program.
  • Presented clearly defined end to end use cases that translated into specific software requirements for Development Team.
  • Able to critically evaluate information gathered from SME to reconcile conflicts and distinguished needs to present to Development Team that better fit business needs.
  • Participated in regular meetings with management to assess and address issues to identify and implement improvements.
  • Performed monthly data pulls for quality assurance to assess data needs and validate results.
  • Developed actionable roadmaps for improving workflows and processes.
  • Conducted detailed analysis on key trends and findings to summarize findings for leadership.
  • Synthesized multiple sources of data and large data sets to develop reports, tools, and metrics.
  • Report technical issues or questions and make recommendations to Development Team.
  • Identified opportunities to enhance data integrity through database structure modifications.
  • Integrated standardized tools and templates to streamline cross-functional project management.
  • Examined system issues and applied resolutions to reduce downtime.
  • Delivered analytic support to identify high-priority opportunities and prospective enhancement needs.
  • Technical Writing– Create Astro manuals detailing technical processes for each program platform.
  • Training - Technical process training for programs prior to deployment.
  • Data Quality Improvement - Presenting reports to Data Management Team with detailed break down of data clean up efforts and suggestions for ongoing improvement of data quality.
Intake Supervisor, 07/2020 to 01/2022
State Of GeorgiaRockmart, GA,
  • Supervision – Actively supervising team of 13-15 individuals. Combination of Case Manager/Referral Coordinator, Program Assistants for the Single-Entry Point. Initially supervised the contact center for RMHS.
  • Development – Prepared training and developed policies and procedures for all three teams during contract transition. Actively leading team in professional development and coaching. Developed new policies & procedures for changing processes.
  • Metrics/Data - Aligned team productivity and set metric standards by streamlining processes. Strong understanding of team dynamics and motivators. Able to draw from extensive intrapersonal skills to produce a highly effective team with solid and continual positive outcomes. Worked closely with Program Management team for staffing needs via data extraction and spreadsheet development to show productivity vs staffing disparities. Data driven with ability to create pivot tables and dynamic data charts for staffing and training needs.
  • Power Automate - Tasked to work with IT CIO to research robotic process alternatives for referral processing and data entry.
  • Collaboration - Responsible for consistent communications between Referral team and all program teams at RMHS. Ensured cross-functional performance, high standard of accuracy and stellar communication.
  • Tasked to be the RMHS voice for newly updated, companywide phone messaging system (Spanish/English)
  • Operations - Strategic skills utilized to redirect team goals, adjust staffing needs, and continually produce effective and proven outcomes.
  • Quality & Change Management - Developed method of tracking productivity for team - highly effective method to motivate, train, and boost production along with providing staff with quick overview of personal growth and development.
Intake Supervisor, 06/2009 to 06/2020
Colorado AccessCity, STATE,
  • Leadership - Managed team of 13 individuals, including coaching and training on process and systems. Provided coaching and professional development.
  • Training - Developed Guiding Care training documents for newly deployed case management system.
  • Project Management - Assisted in deploying new case management system as a Subject Matter Expert. Participated in build along with testing and critical feedback.
  • Metrics/Data - Increased team productivity by 85% with goals including reduction of 890 referrals down to 23 total within a month.
  • Collaboration - Developed and tested PEAK Pro Pilot and Adams County Special Projects.
  • Expert level in Intake Case Management proficiency.
  • Delegated work to staff, setting priorities and goals.
  • Coordinated with other supervisors, combining group efforts to achieve larger goals.
  • Guided employees in handling difficult or complex problems.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Reviewed reports on employee attendance, productivity, and effectiveness to evaluate performance.
Education and Training
Bachelor of Arts: Healthcare Management - Informatics, Expected in 09/2017 to Colorado Technical University - Aurora, CO
  • Ranked top 1% of Class
  • Graduated magna cum laude
  • 4.0 GPA
  • Focus in Informatics
  • Major in Healthcare Management
Associate of Science: Business Administration and Computer Science, Expected in 06/1996 to Parks College - Aurora, CO,
  • Ranked top 2% of Class
  • Graduated summa cum laude
  • 3.9 GPA
  • Minor in Computer Science
  • Major in Business Administration
Certification: Appian Developer, Expected in to Appian Community - Online,
Certification: SQL , Expected in to SQL Certification - Online,
Activities and Honors

Community – Member of the DEI Member Advisory Council for Diversity, Equity, & Inclusion.

Toast Master - 1994 to Current

  • Customer Service Champion Award - 2019
  • Aspiring Leader's Panel Speech - 2019
  • McGraw-Hill Certification - Economics, Healthcare Management, Public Relations and Business Administration
  • FISH! - Philosophy Training
Native/ Bilingual
Native/ Bilingual

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Resume Overview

School Attended

  • Colorado Technical University
  • Parks College
  • Appian Community
  • SQL Certification

Job Titles Held:

  • PQI Analyst
  • Intake Supervisor
  • Intake Supervisor


  • Bachelor of Arts
  • Associate of Science
  • Certification
  • Certification

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