Quality Assurance Analyst

ROBIN DONAHOO

***********@*****.*** 402-***-****

EXPERTISE Quality Analyst professional in healthcare documentation industry with call center background. Experience with both on-site and virtual/remote work environments

Experience:

Contact Center Call Support Quality Assurance Analyst

Store Management (shift work) Data Entry and Detail Oriented

CURRENT Record Retrieval Solutions 11/2022 – 8/2023

EXPERIENCE

Correspondence Clerk

Supported two email queues and fax queues for record retrieval

Triaging work orders and delegating the research for Medical, Student, Police records to Quality Review

Subject Matter Expert supporting other team members with work process inquiries

Managed the various work queues to meet service level turnaround times for clients

Supported the Copy Services and Facility teams with systems access needs

PREVIOUS Dynamic Document Imaging 1/2021 – 11/2022

EXPERIENCE

Record Retrieval Clerk/Caseworker/Customer Service Representative

Supported high profile insurance companies for medical record retrieval

Identified and completed outbound inquiries to medical facilities to support work processes

Met all compliant documentation standards

Supported contact center queues, as needed

Examination Management Services 02/2015 – 07/2020

Quality Assurance Analyst/Quality Control Analyst

Created a call universe and performed call audits for a team of caseworkers

Followed call audit standards to complete audits, including HIPAA compliance

Developed actionable items and provided feedback to leadership and caseworkers on areas for improvement

Supported medical retrieval workflow processes with outbound calls for insurance applications as well as calling applicants to retrieve the authorizations needed to retrieve medical records

Subject Matter Expert helping in many functions across the company

ACCOMPLISHMENTS

Examination Management Services, Inc.

List any awards or employee of the month or high-quality scores here

COMPUTER Proficient:

SKILLS Microsoft Office. Documentation Systems

QUALITIES: Hard working, Fast learner, Dedicated and gives 100%, and great attendance

INTERESTS Family, church, entertaining, reading, crafting with the family.

Contact this candidate