Associate Quality Compliance - CGM ARIA
(2026-04)
Quality Auditor - Pacific Access Healthcare
(2024-05 - 2025-12)
Senior AR Caller - R1 RCM
(2022-10 - 2024-05)
Senior AR Caller - Pacific Access Healthcare
(2017-07 - 2022-08)
Quality Auditor / AR Specialist - Multiple Organizations
(2017-07 - 2025-12)
Key Responsibilities/ Achievements
- Achieved ~15–20% improvement in quality scores through targeted coaching, structured feedback, and continuous performance monitoring.
- Reduced error rates by identifying systemic process gaps and implementing effective Root Cause Analysis (RCA) and corrective action plans.
- Enhanced productivity, compliance adherence, and audit turnaround times through streamlined quality and training processes.
- Consistently met and exceeded client SLAs and KPIs through proactive performance and quality governance.
- Led team performance management initiatives including huddles, bottom-quartile improvement strategies, goal setting, and KPI tracking.
- Conducted call and transaction audits to ensure adherence to HIPAA regulations and client compliance standards.
- Prepare quality reports, audit dashboards, and weekly/monthly performance analyses.
- Collaborated with operations and training teams on continuous improvement initiatives, leveraging tools such as Paragon, Epic, ECW, Cerner, Allscripts, AMD, and Meditech
- Managed and supervised a team of 15–18 members handling AR follow-up, denial management, billing, and insurance verification.
- Monitored daily productivity, quality, and SLA adherence for the team.
- Conducted team huddles, performance reviews, and one-on-one coaching sessions.
- Assisted team members in resolving critical claims and payer escalations.
- Maintained client quality benchmarks and operational targets.
- Generated daily and monthly reports related to team productivity and quality metrics.
- Collaborated with management to implement process improvements and workflow optimization.
