Amanda Lukowski
Florence,SC
Summary
Committed Senior Quality Assurance Analyst with 16 years of extensive experience in quality management and project management. Proven background using research methodologies and techniques to conduct data analysis and provide recommendations. Working knowledge of internal and external audit processes and responses to take action immediately. Analytical and Quality approach within a multi-task environment. Proven leadership and training skills.
Overview
17
17
years of professional experience
Work History
Senior Quality Assurance Analyst
Blue Cross Blue Shield (PGBA)
01.2020 - Current
- Evaluate, monitor, provide reports for focused quality audits across various operations functions to ensure quality standards, procedures, and methodologies are being followed
- Compile data, provide feedback, and generate reports for operations and training areas on quality performances
- Train new employees and remain current with all guideline changes, work instructions, etc
- Write or assist in writing desk procedures and training materials for departments
- Provides assistance with special projects such as testing for new business implementation, system changes, reviewing change requests, interpreting department workload, statistical reports, and assisting coworkers.
Customer Service Phone Advocate SC DHEC Central Appointing and Care Line
Blue Cross Blue Shield (PGBA)
01.2018 - 01.2020
- Schedule appointments for WIC, Immunizations, and Preventative Health Services
- Provides a prompt, accurate, thorough and courteous response to all telephone inquiries
- Provide accurate, prompt, and courteous response to all web chats
- Assist with State of Emergency events
- Complete weekly next available appointment reports
- Assist with time study audits for the contracts ERA
- Assisted with demo overview of web chat training.
Customer Service Phone Advocate II Tricare Call Center
Blue Cross Blue Shield (PGBA)
05.2007 - 01.2018
- Performed audits on claims, correspondences, and telephone calls for the team
- Provide peer coaching for correspondence, claims, and telephone inquiries for the team
- Process high complex claim issues
- Assisted with special projects assigned by upper management
- Trained new employees with procedures of work flow
- Assist providers with claims filing inquiries
- Maintain daily production in a high-volume call center
- Knowledgeable on Excel, Power Point, and Microsoft Word.
Education
Bachelor’s of Science in Healthcare Administration -
Purdue Global University
12.2019
High School Diploma -
Dillon High School
01.2001
Skills
- SAS
- Mentoring and Training
- Supplier Audits
- Time Management
- Leadership Abilities
- Quality Control
- Team Building
- Conflict Resolution
- Training and Mentoring
- Project Management
- Strategic Planning
- Inventory Control
- Process Monitoring and Improvement
- Delegation Skills
Timeline
Senior Quality Assurance Analyst
Blue Cross Blue Shield (PGBA)
01.2020 - Current
Customer Service Phone Advocate SC DHEC Central Appointing and Care Line
Blue Cross Blue Shield (PGBA)
01.2018 - 01.2020
Customer Service Phone Advocate II Tricare Call Center
Blue Cross Blue Shield (PGBA)
05.2007 - 01.2018
Bachelor’s of Science in Healthcare Administration -
Purdue Global University
High School Diploma -
Dillon High School
Similar Profiles
Quinn CrawfordQuinn Crawford
Claims Processor II at Blue Cross Blue ShieldClaims Processor II at Blue Cross Blue Shield
SONIA OGANDOSONIA OGANDO
Enrollment Specialists at Anthem Blue Cross Blue Cross Blue ShieldEnrollment Specialists at Anthem Blue Cross Blue Cross Blue Shield
Crystal BrownCrystal Brown
Business System Analyst at Blue Cross Blue Cross Blue Shield of Tennessee (Facets Billing)Business System Analyst at Blue Cross Blue Cross Blue Shield of Tennessee (Facets Billing)
Susann Watson AllenSusann Watson Allen
Caregiver at Self Employed ServicesCaregiver at Self Employed Services
Grayce RhyneGrayce Rhyne
Administrative Assistant at Carolina EasternAdministrative Assistant at Carolina Eastern