WORK EXPERIENCE
Senior Customer Service Quality Specialist UnitedHealth Group
United Healthcare - Richardson, TX - August 2009 to Present
Listen to calls from Customer Care Professionals to ensure accuracy
• Score calls in Qfiniti
• Mentor and provide feedback for new hire classes
• Track all work in Excel
• Keep a daily production log of all work.
• Attend weekly calibration meetings to ensure all sites are on track for scoring
• Perform new hire activity for training purposes
PAS Registration
Medical Center of Lewisville - Lewisville, TX - November 2009 to May 2012
Played a significant role in long-term planning, including an initiative geared toward operational excellence
• Greeted patients as they enter the facility
• Had patients sign consent forms
• Maintained all levels of quality
• Collected important information for billing purposes
• Analyzed customer satisfaction reports
• Maintained daily admitting log and monitors work flow for all employees
• Performed other duties as assigned to ensure the efficient and effective operations of the unit
Rapid Resolution Expert
UnitedHealth Group - Richardson, TX - February 2008 to August 2009
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