Melody Ward Mason, Coc-A Email & Phone Number

• Spearheaded operational management of a high-performing abstraction team, meeting and surpassing quality and production benchmarks on a weekly, monthly, and annual basis, ensuring compliance with all standards and enhancing team efficiency.• Strategically coordinated resource assignments, optimizing personnel deployment to match project demands and maximize productivity, resulting in an increase in output and improved project turnaround times.• Implemented and enforced counseling and disciplinary actions when necessary, fostering a culture of accountability and continuous improvement, which led to a reduction in performance-related issues and heightened team morale.• Layoff due to lack of work.

• Collaborated in the development and implementation of training, guidance, and QA processes for Optum's onshore and global abstraction teams, enhancing the accuracy and efficiency of the IOA project and driving consistent improvements in data quality.• Generated detailed reports and conducted in depth analyses of project quality metrics, identifying key areas for improvement and facilitating data-driven decision-making, which resulted in an increase in project performance and accuracy.• Delivered quality and clinical support, training, and coaching to the production team, elevating their skill sets and knowledge base, and subsequently achieving an improvement in team productivity and a marked enhancement in overall project outcomes.• Promoted to Senior Business Process Analyst.

• Reviewed medical records to identify and report care gaps for health plan members in accordance with NCQA Guidelines, ensuring compliance and enhancing the overall quality of care delivery, which led to an improvement in care gap closure rates.• Consistently met and exceeded quality and production goals, demonstrating a high level of accuracy and efficiency in medical coding processes, which contributed to an increase in overall team performance and client satisfaction.• Promoted to Clinical Quality Analyst.

• Expertly organized and managed weekly and monthly on-call schedules, maintaining a comprehensive database for over 600 physicians and clinical staff, thereby ensuring seamless operational continuity and improving response times.• Supervised multiple communication protocols while efficiently managing a multi-line phone system in a high-pressure medical answering service environment, which resulted in a reduction in call handling times and increased client satisfaction.• Relocated to Tennessee.