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Quality Workforce Analyst resume example with 16+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Driven and compassionate healthcare professional with over 10 years hands-on experience in fast-paced hospital environments. Accountable and responsible with a strong focus on patient wellness.

Education and Training
Expected in 2014 Masters of Science Degree | Health Services Administration Central Michigan University, Mount Pleasant, Michigan GPA: GPA: 3.8
Health Services Administration GPA: 3.8
Expected in 2003 Bachelor of Science | Business Management/Healthcare Administration Albany State University, Albany, Georgia GPA:
Business Management/Healthcare Administration
Expected in Georgia Healthcare Financial Management Association Certified Patient Account Representative | , , GPA:
Skill Highlights
  • Conflict resolution
  • Patient-oriented
  • Personal and professional integrity
  • Relationship and team building
  • Staffing management ability
  • Proven patience and self-discipline
  • Staff training and development
  • Critical thinking proficiency
Professional Experience
2012 to Current Quality/Workforce Analyst Amita Health | Greenville, WI,
  • Observe and analyze the complaints, requests, concerns and any other issues and problems Complete and manage schedule exceptions/adjustments for the company on a daily basis.
  • Ensures the accuracy and timeliness of data by working time-off, schedule changes, and other types of requests.
  • Analyze past call volume, interval arrival patterns and staffing patterns and provide principal advisory services on matters related to staffing schedules.
  • Monitor day-to-day workflow via Real-Time and Intra-Day activities to ensure highest degree of professional standards are met.
  • Accurately track and manage contact center schedule adherence and workflow process on a daily basis.
  • Measure forecasting accuracy and work to reduce variations in order to ensure performance goals are met.
  • Developed and implemented strategic goals related to the management of the department Provide support to team and/or agents by responding to ad-hoc data requests, answering questions, and providing basic technical support and analysis.
  • Work closely with senior management with development of reporting to ensure satisfaction, implement change and monitor productivity.
  • Serve as project manager on several assignments and successfully met deadlines.

2008 to 2012 Patient Access Quality Assurance Auditor Saint Joseph's Hospital Of Atlanta | City, STATE,
  • Reviewed work quality of the hospital registration/admissions team and provides timely and specific feedback, guidance, training, mentoring, development, performance improvement to achieve revenue cycle objectives.
  • Supervised the development and delivery of standardized front-end training and competency assessment programs for hospital admissions staff.
  • Served as point of contact and Administrator of real-time quality monitoring system.
  • Worked closely with education Coordinator with training and in-services with new and existing employees regarding registration issues.
  • Assisted in the creation and development of auditing system for registration staff to monitor and track and trend errors that affect Revenue Cycle.
  • Acted as subject matter expert in the creation of training manuals and conducted training sessions for new employees and in-service sessions for existing employees.
  • Provided patients with estimates and financial responsibilities.
01/2004 to 01/2007 Lead Patient Access Representative Saint Joseph's Hospital Of Atlanta | City, STATE,
  • Provided efficient registration services for the emergency department, outpatient imaging center, breast health, and gastrointestinal diagnostic unit of the hospital.
  • Exceeded monthly quotas of 500 patients by accurately obtaining demographic and insurance information of over 700 patients per month Trained/supervised new patient access employees with hands-on demonstrations Provided education to patient regarding co-pay and deductibles payments as obtained from insurance companies.
  • Served as the liaison between patients, family members, medical staff, administrative staff, or regulatory agencies.
  • Interviewed patients or their representatives to identify problems relating to care.
  • Maintained knowledge of community services and resources available to patients.
  • Referred patients to appropriate health care services or resources.
  • Investigated and direct patient inquiries or complaints to appropriate medical staff members and follow up to ensure satisfactory resolution.
Skills

Administrative, Attention to detail, auditing, AVAYA, Strong Interpersonal skills, Critical Thinking, delivery, senior management, financial, Financial Management, forecasting, imaging, insurance, Leadership skills, mentoring, access, Excel, MS Office, Outlook, PowerPoint, Word, Millennium, quality, real-time, reporting, staffing, strategic, technical support and analysis, training manuals, trend, workflow

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Resume Overview

School Attended

  • Central Michigan University
  • Albany State University

Job Titles Held:

  • Quality/Workforce Analyst
  • Patient Access Quality Assurance Auditor
  • Lead Patient Access Representative

Degrees

  • Masters of Science Degree
  • Bachelor of Science
  • Georgia Healthcare Financial Management Association Certified Patient Account Representative

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