quality improvement specialist resume example with 14+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Proficient Quality Improvement Coordinator knowledgeable about utilization review, data analysis and guideline implementation. Veteran of [Area of expertise] and ready to leverage [Number] years of experience to take on new professional challenges and make a difference in care levels. Talented Quality Improvement Coordinator extensively experienced in [Discipline] and eager to apply deep knowledge of [Type] operations and standards of care to new role at [Company Name]. Strong understanding of resource utilization, compliance and program management. Excellent organizational and problem-solving abilities with an unwavering dedication to [Type] care.

07/2018 to 03/2022 Quality Improvement Specialist Banner Health | Gilbert, AZ,
  • Created applicable procedures, training and operating standards to implement quality improvement plans.
  • Checked skill, compliance and competency of pharmacy staff, tracking performance indicators and suggesting improvements.
  • Evaluated healthcare operations in comparison to guidelines.
  • Leveraged quality metrics data to assess positive and negative aspects of current operations.
  • Analyzed issues and recommended corrective actions to improve final results.
  • Gathered and inputted data in Excel and to develop models and assess trends.
  • Conducted monthly audits and reported findings to Quality Improvement and Operations Leadership.
  • Outlined remediation plans to standardize results to meet compliance regulations.
  • Monitored pharmacy claims processing and operations activities to maintain project vision and anticipated outcomes.
01/2015 to 07/2018 Call Center Customer Service Representative Grand Circle Travel | TX, State,
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
08/2011 to 11/2013 Blood Donor Recruiter OneBlood | City, STATE,
  • Developed active and passive candidate pipelines through research, networking and screening.
  • Established and maintained strategic relationships with professional associations and industry contacts to identify potential candidates.
  • Collaborated with healthcare teams to determine needs and support daily objectives.
  • Maintained compliance with HIPAA protocols to safeguard patient privacy.
09/2004 to 03/2010 Disaster Assessment Employee FEMA | City, STATE,
  • Stayed up to date on federal, state and local regulations governing emergency response plans.
  • Developed and deepened relationships with local municipalities, county departments and city agencies to facilitate smooth planning and coordination of emergency response.
  • Communicated departmental, organizational and industry information to staff to help each person better carry out organizational goals.
  • Created emergency situation status reports to discuss response and recovery efforts.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Enforced standards of care and developed structures to track and evaluate compliance with frameworks.
Education and Training
Expected in 07/2013 to to Associate of Science | Health Administration Northwestern Oklahoma State University, Orlando, FL GPA:
Expected in to to | General Studies Northwestern Oklahoma State University, Alva, OK GPA:
Expected in to to | General Studies Gulf Coast State College, Panama City, FL GPA:
  • Problem Solving
  • Finished Goods Inspection
  • Quality Issue Identification
  • Verbal and Written Communication
  • Data Capture and Analysis
  • Solution Development and Optimization
  • Consistent Procedure and Protocol Use
  • Staff Training
  • Audit Assistance
  • Quality SOPs Development
  • Adaptability and Flexibility
  • Problem-Solving
  • Technical Liaising and Consulting
  • Policy Updates
  • Statistical Analysis
  • Process Development
  • Onsite Visit Experience
  • Promoted from [Job Title] to [Job Title], in less than 12-months.
  • Improved delivery of [Product or Service] by [Action], realizing overall increase in customer satisfaction and cost efficiency.
  • COTR, FEMA - 2007

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Resume Overview

School Attended

  • Northwestern Oklahoma State University
  • Northwestern Oklahoma State University
  • Gulf Coast State College

Job Titles Held:

  • Quality Improvement Specialist
  • Call Center Customer Service Representative
  • Blood Donor Recruiter
  • Disaster Assessment Employee


  • Associate of Science
  • Some College (No Degree)
  • Some College (No Degree)

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