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