Customer Service Quality Assurance

FAVOUR EBERE

CALGARY, AB • +1-647-***-****, • ***.*******@*****.*** • LinkedIn

PROFESSIONAL SUMMARY

Experienced professional with over 5 years in Health, IT, Sales, and Customer Service industries, delivering high- quality end-client support using data-driven methodologies to foster continuous business partnerships. Skilled in promoting the integration of technologies and leading change management initiatives for improved evidence-based practices and Electronic Medical Record (EMR) functionality. Collaborates with interdisciplinary teams to align system functionality with end-user needs and excels in written and verbal communication, demonstrated by efficiently handling 15+ phone calls and emails daily. Proven team leader with a track record of driving success, training over 15 new employees, harnessing project management skills and supporting C-suite Executives. SKILLS TOOLS

• EMR / EHR

• Calendar Management

• Invoices

• Medical Terminology

• Microsoft Office Suite

• OHIP Billing

• Python

• Research and Analytical Problem-solving

skills

• Salesforce

• SAP

• SQL

• Time Management

• Adobe

• Azure Sandbox

• Canva

• Google Workspace

• IBM Cognos Analytics

• Jupyter

• Kanban

• RDBMS

• SharePoint

• SQLite

• Trello

• Zoom

WORK EXPERIENCE

Lifemark Health Group Calgary, Alberta

Reports Coordinator

• Ensure accuracy and timeliness of reports by consistently following up with assessors and transcriptionists, leading to a more efficient computer tracking system on ADMS and Excel increasing productivity by 90%.

• Format reports, perform preliminary quality assurance checks, and then upload in preparation for detailed Quality Assurance reviews

• Facilitate, follow up, and document report sharing amongst assessors for multidisciplinary assessments

• Final formatting of reports to be sent to the client, ensuring a copy of the report is appropriately filed in the AXR’s folder system and report metrics appropriately logged and tracked in the software.

• Deliver reports to the client and AXR via the delivery method specified in the Service Level Agreement like ADMS, eclaims, SecureDocs, etc.

Canadian Cancer Society Toronto, Ontario 09/2023 - 11/2023 Temporary Data Entry Operator

• Collaborated with medical professionals and social workers to provide timely and accurate information, resulting in a 90% success rate for Travel Treatment Fund applications.

• Facilitated a smooth and efficient application process by accurately entering data into NOVUS software, resulting in 99% accuracy ensuring confidentiality and timely funding approval.

• Generated visual EXCEL reports for directors, managers, and team members showcasing the distribution of funding released to different hospitals, treatment centres and cities.

• Championed diversity and inclusion initiatives; improved cultural understanding and sense of belonging for all staff.

• Fostered a safe and healthy work environment by following the Occupational Health & Safety Act and regulations while also collaborating with the CIPS team through MS Teams and SharePoint to identify and implement improvements for Travel Treatment Fund Applications, leading to a 25% increase in accuracy and speed.

Region Of Peel Brampton, Ontario 03/2021 - 12/2021 Clinical Administrative Coordinator (Contract) / Data Entry Operator

• Reviewed functionality and bookings to verify the number of client appointments including priority populations in CHR, Salesforce and COVAX resulting in zero appointment overlaps, ensuring over 70% positive client experience.

• Created non-technical, unrestricted reports in Excel using VLOOKUP, COUNT and Pivot tables which provided an understanding of patterns, trends, and number of appointments for different groups of individuals daily for supervisors, government officials and stakeholders.

• Demonstrated FIPPA and PHIPA laws by preparing, recording, and organizing confidential physical and electronic records using a variety of query tools, systems, and software like Salesforce, CHR and COVAX, ServiceNow.

• Harnessed leadership and support to teams by utilizing my skills in scrum meetings, change management, problem resolution and conflict management, resulting in a safe space for my team members to voice their concerns.

• Increased efficiency by 50% by organizing and maintaining confidential records using Salesforce and CHR, resolving discrepancies and ensuring accurate inventory counts. Dr. Michael & Dr. Michelle Cheng Richmond Hill, Ontario 01/2019 - 12/2019 Executive Medical Assistant (Contract) / Data Entry Operator

• Optimized facility workflows and patient management through effective front-office activities, providing enhanced administrative support to over 30 patients, employers, and office managers.

• Expertly coordinated phone system, providing accurate information to 15+ callers and ensured smooth operation of appointment calendar for 25+ patients and physicians, improving efficiency by 30%.

• Streamlined patient data management by 50%, accurately documenting vital signs, biopsies, and medical history in the EMR system, triaging requisitions and faxing out prescriptions while ensuring confidentiality.

• Proactively followed up on medical records requests, leading to a 75% reduced backlog and improved patient care.

• Coordinated patient medical payments and First Level Claims by cash and/or check, ensuring there is documentation to support the medical necessity of the claim to insurance companies. EDUCATION

Bachelor's Degree BA Health And Society

York University Toronto, Ontario, Canada

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