Angela Robinson
San Diego,United States
Summary
In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to paying impeccable attention to reviews and auditing procedures. Proficient in using Microsoft Office including Excel, Epic, Trackwise, Salesforce, SAP, Order Management and a variety of other computer software. Seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Quality Specialist II
Thermofisher Scientific
11.2021 - 06.2023
- Worked in collaboration with operations, service, support, and customer service to triage and escalate Amplitude installations and post market support.
- Performed daily complaint assessments and issue management to ensure customers received exceptional service and support
- Hosted regular meetings with stakeholders to inform, align, and develop actions on customer complaints.
- Identified and provided resolution bottlenecks in processes impacting efficiency and internal and external customer experience
- Edited and implemented documents as Document Control Analyst
- Participated in backroom activities during BSI audits for ISO certification
- Trained new employees on process and procedures for complaint handling
- Participated in process improvements to increase productivity and resolve backlog of complaint processing
- Analyzed quality and performance data to support operational decision-making
- Used Trackwise, SAP, Salesforce, Agile, Excel, and other computer programs to complete daily work
Customer Advocacy Specialist
Becton Dickinson / Insight Global
12.2019 - 06.2021
- Performed Peer Review of customer complaint files
- Validated complaint files for accuracy, contacting appropriate clinical, technical, and regulatory employees and customers to obtain clarification of information needed.
- Adhered to all FDA regulations and standards related to submission of complaints for BD products
- Created eMDR reports to FDA and to Health Canada in strict adherence with regulatory requirements
- Analyzed data to determine reportability status of files using SAP and Trackwise
- Provided support for cross-functional teams including internal quality audits of complaint files / MDR documentation, as well as external audits/inspections from Regulatory Bodies
Program Compliance Coordinator
Oklahoma State Medical Association
08.2018 - 05.2019
- Tracked accounts receivables creating budget reports for leadership using Salesforce, SAP and other web-based case management software
- Oversaw client compliance to board and court ordered substance abuse treatment
- Assisted in creating customized care plans developing individual treatment goals working with doctors and board members to meet individual needs based on history, diagnosis, and board orders
- Displayed sensitivity to clients and families served while adhering to HIPPA guidelines
- Planned and participated in quarterly board meetings to assess quality of the program
- Developed and maintained compliance database, tracking all compliance activities and documents
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations
- Identified, investigated and documented compliance violations and recommended corrective measures
Revenue Cycle Manager Assistant
Innovative Healthcare, Contractor
12.2017 - 05.2018
- Assisted management with tracking of revenue cycle of emergency departments of all locations of Baylor Hospital
- Updated excel spreadsheets to present at daily meetings with Baylor Hospital revenue cycle managers identifying areas of needed improvement
- Reconciled and validated accounts receivable/payable providing analysis, and audits on patient files for various insurance providers to identify payment concerns
- Reviewed patient information using Epic medical software
- Identified discrepancies in billing and payments received
- Complied with established internal controls and policies
Financial Aid Adviser
Teen Recovery Solutions, Part-Time
03.2015 - 06.2017
- Observed all regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches auditing files for necessary documentation and reporting
- Contributed to positive academic and social tone of school while increasing communication between families and staff concerning tuition payments
- Created and presented monthly, quarterly, and yearly reports on financial aid disbursed and outstanding accounts receivables and debt incurred to board members and management
- Counseled students and parents about financial aid options and program details.
- Communicated with prospective students to illustrate available financial aid opportunities.
- Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
- Designed financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
- Performed needs analysis of applications, accounting for financial and background information.
- Developed and maintained relationships with customers, lenders and other third parties.
- Assisted customers with completing loan applications and other paperwork.
Foreclosure Specialist
NOVAD
03.2015 - 12.2016
- Adhered to foreclosure timeline management to meet HUD standards
- Reviewed loan and foreclosure documents and verified for accuracy and legal guidelines for multiple states
- Communicated with HUD officials, homeowners, county officials and attorneys on status of foreclosures
- Gathered information regarding lien payoff amounts, tax data and credit standing.
- Supervised processing of activities and administered responsiveness of alerts to determine foreclosure timeline management.
- Identified and researched any discrepancies in financial documents.
- Maintained and updated all portfolios by state given by foreclosure management.
- Managed and responded to correspondence and inquiries from customers and vendors.
Education
Master of Arts - Leadership and Public Administration
Mid America Christian University
Bachelor of Arts - Sociology and Substance Abuse Services
University of Central Oklahoma
Associate of Science - Alcohol and Drug Counseling
Oklahoma State University
Skills
- Corrective Action Planning
- Regulatory Requirements
- Continuous Quality Improvement (CQI)
- Audit Support
- Write Technical Reports
- Document Quality
- Analytical and Critical Thinking
- Data Analysis
- Quality Control Standards
Timeline
Quality Specialist II
Thermofisher Scientific
11.2021 - 06.2023
Customer Advocacy Specialist
Becton Dickinson / Insight Global
12.2019 - 06.2021
Program Compliance Coordinator
Oklahoma State Medical Association
08.2018 - 05.2019
Revenue Cycle Manager Assistant
Innovative Healthcare, Contractor
12.2017 - 05.2018
Financial Aid Adviser
Teen Recovery Solutions, Part-Time
03.2015 - 06.2017
Foreclosure Specialist
NOVAD
03.2015 - 12.2016
Master of Arts - Leadership and Public Administration
Mid America Christian University
Bachelor of Arts - Sociology and Substance Abuse Services
University of Central Oklahoma
Associate of Science - Alcohol and Drug Counseling
Oklahoma State University