Candice Godwin
Quality Analyst
Merrillville,IN
Summary
Professional Quality Analyst with more than ten years of experience in customer service. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers.
Overview
15
15
years of professional experience
Work History
Quality Analyst
Duly Health And Care
Lisle, IL
09.2021 - Current
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics below 85%, by communicating consistency problems or production deficiencies.
- Administered 15-20 a day quality audits and assessed results to 30-35 agents overall.
- Analyzed quality threshold metrics to compile monthly reports.
- Established and oversaw performance targets for call center associates.
- Used Five9 to create presentations, flowcharts and graphs detailing data analysis results.
Quality Analyst/Senior Patient Service Representative
AMITA Health Medical Group
Manteno, IL
12.2015 - 09.2021
- Participated in departmental meetings to establish short- and long-term strategy.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Determined quality assurance benchmarks and set standards for improvement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used EPIC to schedule appointments.
Medical Billing and Collections Specialist
Bionic Prosthetic And Orthotics
Merrillville, IN
01.2011 - 01.2014
- Compiled and tracked outstanding balances owed to medical facilities.
- Corrected, completed and processed claims for multiple payer codes.
- Processed billing calls and answered questions from patients and third-party carriers.
- Processed online and paper appeal submissions and refund requests.
- Utilized various software programs to process customer payments.
- Audited and corrected billing and posting documents for accuracy.
Customer Service Representative
Comcast
Woodridge, IL
01.2009 - 01.2011
- Provided primary customer support to internal and external customers.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Healthcare Administration
University of Phoenix
Tempe, AZ 05.2001 -
Skills
Quality Improvement
Training implementation
Data analysis
Report creation
Documentation skills
Call monitoring
Quality assurance
Verbal and written communication
Problem-solving skills
Interpersonal Skills
Correction action planning
Analytical and Critical Thinking
Timeline
Quality Analyst
Duly Health And Care
09.2021 - Current
Quality Analyst/Senior Patient Service Representative
AMITA Health Medical Group
12.2015 - 09.2021
Medical Billing and Collections Specialist
Bionic Prosthetic And Orthotics
01.2011 - 01.2014
Customer Service Representative
Comcast
01.2009 - 01.2011
Bachelor of Science - Healthcare Administration
University of Phoenix
05.2001 -