Unit 4 IP Mgmt 495 - Career Discovery

Maria Thomas [email protected]

10930 Terra Vista Pkwy #116

Rancho Cucamonga, CA 91730 Cell: 909-942-0806

Objective: Seeking a position that will benefit and foster the utilization of current skills,

strengths, and educational background. I’m eager to learn and acquire new skills

while becoming an integral part of a team.

Experience: 2021 – Current – Quality Analyst – Kaiser Permanente

• Facilitates meetings regarding certain issues or agenda items for the purpose

of maintaining the licensing and accreditation requirements.

• Conducts reviews utilizing medical staff and multidisciplinary

criteria/guidelines/indicators.

• Determines which cases fail to meet the criteria and require further

multidisciplinary review.

• Executes the quality improvement monitoring agenda for assigned

departments to include all aspects of data management and analysis of

trends and patterns of practice.

• Serves as a resource regarding regulatory and organizational requirements.

• Assures that activities related to the quality improvement process will meet

the federal, state, and local standards and requirements.

• Serves as a liaison between the medical staff, ancillary support departments,

and QI department members.

• Ensures confidentiality of information.

• Provides information to physician profiles based on the quality of care and

focus reviews.

• Compiles information and prepares quarterly reports.

• Coordinates the development of meaningful quality improvement indicators

that comply with organizational guidelines and regulatory requirements.

• Conducts statistical analysis to determine data reliability and confidence

intervals.

• Assists in evaluations for assigned areas and coordinates approval.

• Updates Quality Improvement Plan and coordinates approval.

• Develops and implements systems, procedures, and forms to improve data

collection, management, and display and to aid in the education of new

processes or changes in standards of practice.

• Completes special projects, studies, and related statistical analysis.

2016 – 2021 – Bilingual Appointment Clerk – Kaiser Permanente

• High volume patient care call center representative.

• Answer, address, and support members with an array of requests.

• Follow department scheduling and administrative guidelines with minimal

error.

• Learn and master multiple software: Epic Health Connect, GPS, RIS, KPATHS,

and Microsoft Office.

• Adequately address each member’s concern or request and provide our

members with exceptional customer relations.

• Strong problem-solving skills.

• Excellent ability to effectively and concisely articulate patient’s concerns or

needs with the appropriate resources when needed.

• Ability to work in a time-sensitive and high-production environment.

• Assist our medical providers with scheduling in both primary and specialty

care departments.

• Outbound calling campaigns to our members in need of follow-up

appointment scheduling, chronic disease management appointments, and

clinical cancellation appointment rescheduling.

• Assist in quality improvement projects such as deciphering error reports for

target dates, and scheduling errors for certain specialty departments, and

participate in testing new scheduling system integrations and/or upgrades

such as KPATHS.

2011 – 2016 – Call Center Regional Manager - Orkin Pest Control

• Responsible for effectively managing 16 Service Representatives

• Responsible for setting monthly goals for Sales Representatives

• Coached new Sales Representatives on sales techniques and closing strategy

• Lead and develop team members by establishing performance and sales

standards.

• Manage Regional Collection Department by monitoring debit balances and

collection efforts made by collectors.

• Continuously gain customer satisfaction by handling escalated external and

internal customer concerns

• Generate monthly productivity, service, and sales reports.

• Lead or facilitate staff/ sales meetings.

• Solely responsible for performing yearly performance reviews.

2006 – 2012 Assistant Manager – FedEx Office

• Responsible for managing and growing corporate retail business accounts

• Achieve and maintain business sales and service goals.

• Grow business and increase revenue by prospecting, up-selling, and cross-

selling.

• Interview job applicants and assist General Manager with the hiring of Sales

and Customer service Representatives.

• Plan, organize, and direct the activities of 20 Sales and Customer Service team

Representatives.

• Evaluates the efficiency and productivity of assigned Sales and Customer

Service Representatives by establishing performance standards, and objectives

and assist the General manager with conducting performance appraisals.

Education:

BS, Business Administration – Expected Graduation 08/2022 – 163.5 units completed

Healthcare Management, Colorado Technical University

• President’s List Honors

• Dean’s List Honors

United States Army – Petroleum Supply Specialist 2004-2010

Additional Language Fluency: Spanish