Corporate Quality
Current• Monitored compliance via internal audits for contractual compliance 9 call centers, identifying gaps implementing process improvements while increasing customer satisfaction and center profits.• Established KPIs for vehicle response time for nonemergency medical transportation and improved time to task by reducing redundancies and establishing process owners with defined areas of responsibilities.• Served as project manager for quality implementation for new contracts, including training newly hired quality personnel and developing key process / performance indicators (KPIs) and tracking customer / supplier requirements for process improvements opportunities.• Developed, wrote and trained multiple call centers on policy and procedures, including developing process flow charts on local and corporate procedures, improving customer services and clients satisfaction with standard procedures.• Served as project manager for development and implementation of quality standards for company’s 1st company URAC quality core certification, providing ability to input value-added responses for multiple contracts while guaranteeing standards for quality measurements.• Utilized customer requirements and trained and developed quality personnel to use Six Sigma and lean tools to measure requirements, produce cost benefit analysis and implement project improvements.• Developed financial indicators to measure improvement activities to corporate business indicators, creating measurements for quality improvement activities to bottom line.
