Quality Control Call Center Prior Authorization
Resume:
JEFFREY REYNOLDS
jeff.ad0bz4@r.postjobfree.com
Sacramento, CA 95842
Contact
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Career Objective
S k i l l s
Quality Control Processes Reading Comprehension
Document Review Critical Thinking
Active Listening Audit Process Management
Process Implementation Performance Improvement
Discussion Management Call Center Operations
Customer Support Inbound Phone Call
Management
Resolving Issues
QUALITY CONTROL AUDITOR/PRIOR AUTHORIZATION TECH
BLUESHIELD OF CALIFORNIA — Rancho Cordova
Nov 2005 - Aug 2022
E x p e r i e n c e
Conducted detailed audits of phone and fax prior authorization request to ensure quality standards were met.
Created reports summarizing audit results and making recommendations for improvement. Identified areas of non-conformance within existing procedures or processes and implemented necessary changes.
Maintained up-to-date knowledge of industry best practices related to quality assurance protocols. Monitored daily production processes to ensure compliance with established quality guidelines. Trained new employees on proper auditing techniques according to company policies. Managed and resolved issues with customers during calls by following determined script. Exceeded performance metrics related to call time, quality, and customer satisfaction. Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers. Used database system to record notes and call information.
• •
• •
• •
• •
• •
• •
•
•
•
•
•
•
•
•
•
•
•
Contact this candidate