Christina McCardle
Menomonee Falls,WI
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Focused, detail-oriented, and dedicated to continuous improvement and helping team produce top results. Adept at teaching new hire classes and acting as a resource person to staff across the continum of Froedtert and the Medical College of Wisconsin. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Quality Assurance and Education Specialist
Froedtert Health
Milwaukee, WI
03.2017 - Current
- Streamlined processes, increasing efficiency and consistency to support quality initiatives.
- Conducted internal audits to measure adherence to established QA standards.
- Communicated regularly with management to discuss quality trends.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted in developing training plans for new hires and existing employees.
- Trained and led staff on proper QA standards.
- Delivered virtual instructor led training sessions via video conferencing technology.
- Delivered in-person instructor led training sessions.
- Ensures accuracy of billing, scheduling, pre-arrival, registration, and pre-authorization activities for all of the Froedtert hospitals, the Community Physician Hospitals as well as clinic reception staff.
- Monitoring and auditing activities, including, the review of policies, procedures, and practices regarding appropriate processes.
- Responsible for initial and on-going education and training of staff.
- Acting as a resource person to clinics across the continum of Froedtert & the Medical College of Wisconsin.
- Updates and maintains Enterprise Registration web site resources.
Quality Monitoring Specialist
Aurora Healthcare
New Berlin, WI
09.2016 - 03.2017
- Evaluates contact quality (i.e.: effective customer service, compliance, and cosmetics such as volume, rate, tone, enunciation, grammar, etc.) via random sample remote against standards, ensuring quality goals are met.
- Develops and maintains scoring. Maintains the statistical database on all observed contacts to align with identified metrics. May also be required to develop quality benchmarks to evaluate and measure performance of programs and caregivers.
- May develop and maintain after-call survey questions in contact center system software.
- Tracks and trends patient and/or caregiver feedback from after-call survey and escalated complaints; reports issues to leadership and participates in identifying process improvement opportunities.
- Provides statistical reports to leadership regarding quality of service results. Identifies and reports on trends, resolves gaps, and makes call quality improvement recommendations accordingly.
- Provides direction/education to staff and leadership regarding the application of quality improvements and standards. Implements and promotes quality initiatives.
- Provides positive and constructive feedback of monitored staff, to be used in timely coaching sessions to rectify errors and prevent further inconsistencies/inefficiencies.
- Reports on behaviors observed or internal and external contacts. May need to collaborate with training team on a consistent basis to ensure caregivers are educated and prepared to be successful.
Pre-Service Insurance and Support Lead
Aurora Healthcare Resources
New Berlin, WI
04.2012 - 09.2016
- Ensures that patient's insurance and patient information obtained is complete and accurate, applying acquired knowledge of Medicare, Medicaid, as well as special accounts such as a third party liability account, workers compensation accounts, etc.
- Reports and quantifies all registration and enter in corrections once identified. I educate registration to employees of all insurance changes and trends that have been identified.
- Report productivity statics to the team to improve functionality in the department. Review and score their phone calls on a weekly basis, and provide adequate training as needed.
- Acted as a resource person, assists teams with more complex issues, works with employees to resolve problems across Aurora Healthcare system, and train new employees to our departments.
- Distributes and monitors daily work and provided ongoing feedback on performance.
- Monitor and audit the work quality and analyze daily statistics, looking for any trends which are reported to supervisor.
- Works/collaborates with supervisors across the entire Aurora Healthcare system to assist with the direction of the caregivers.
- Provides training and materials to caregivers that are newly hired to the department.
Insurance Verification Representative
Aurora Healthcare
Germantown, WI
04.2010 - 04.2012
- Verified the accuracy and completeness of insurance information/benefits obtained by the admitting area, and confirming/securing the authorizations of precertifications need of daily patient admissions.
- Acted as a department resource and assists team with more complex issues.
- Ensured insurance and patient information obtained is complete and accurate, applying acquired knowledge of Medicare, Medicaid, and other special accounts such as a third party liability, workers compensation, etc.
- Contacted the insurance carriers after verifying information to secure benefit coverage and policy limitations.
- Conducted follow up calls as necessary to physician offices, financial counselors, the patient and/or the supervisor of location to provide notification of insurance coverage lapses.
- Educated admitting employees of all insurance changes and trends that have not been identified.
- Acted as a resource person, assisted team members with more complex issues, worked with employees to resolve problems.
- Answered phones to all Aurora Healthcare front line staff, loaded insurance, and verified insurances. Worked claims, denials, and supported (training) caregivers in registration.
- Troubleshooting cash drawer issues.
Shift Manager
Blockbuster Video
Menomonee Falls, WI
01.2007 - 01.2012
- Part-time job while working for Aurora.
- Managed the shifts and team.
- Facing movies/putting movies away.
- Checking in and out movies.
- Answering phones/customer service.
- Training new employees.
- Often times filled in at other Blockbuster Video stores.
Orientation Coordinator
Advanced Healthcare
Milwaukee, WI
01.2006 - 01.2008
- Created an orientation manual outlining job duties, safety protocols, and other necessary information.
- Answered questions from new hires regarding company culture or work environment expectations.
- Trained new caregivers to the Epic computer system, getting them ready for their departments in the building.
Phone Receptionist I
Advanced Healthcare
Milwaukee, WI
05.2005 - 01.2007
- Phone receptionist for Urology, Nephrology, Gastroenterology, and Surgery departments.
- Answered phones and worked in Epic creating telephone encounters, scheduling appointments, and sending fax's.
- Assisted immediate supervisor as well as surrounding supervisors with random miscellaneous items.
Pre-Registration Representative
Advanced Healthcare
Milwaukee, WI
05.2005 - 05.2006
- Registered new patients into Epic computer system whether they were new or affiliation patients.
- Completed registration for patients that were were seen in the hospital by one of the physicians.
- Answered phones, obtained patients insurance information, and verified eligibility of their insurance.
Education
Bachelor of Arts - Human Resources Management & Healthcare Management
Concordia University Wisconsin
Mequon, WI12-2023
High School Diploma -
Menomonee Falls High School
Menomonee Falls, WI06-1999
Skills
- Employee Development
- Online Teaching
- Performance Monitoring
- Team Collaboration
- Detail Oriented
- Data Analysis
- Documentation and Reporting
- Issue Resolution
- Sampling
- Establishing and Enforcing Policy
- Analytical Thinking
- Problem-Solving Skills
- Quality Assurance
- Internal Audits
- Quality Improvements
- Customer Service
- Relationship Building
Accomplishments
- Graduated Cum Laude from Concordia University
- Deans List
References
References available upon request.
Timeline
Quality Assurance and Education Specialist
Froedtert Health
03.2017 - Current
Quality Monitoring Specialist
Aurora Healthcare
09.2016 - 03.2017
Pre-Service Insurance and Support Lead
Aurora Healthcare Resources
04.2012 - 09.2016
Insurance Verification Representative
Aurora Healthcare
04.2010 - 04.2012
Shift Manager
Blockbuster Video
01.2007 - 01.2012
Orientation Coordinator
Advanced Healthcare
01.2006 - 01.2008
Phone Receptionist I
Advanced Healthcare
05.2005 - 01.2007
Pre-Registration Representative
Advanced Healthcare
05.2005 - 05.2006
Bachelor of Arts - Human Resources Management & Healthcare Management
Concordia University Wisconsin
High School Diploma -
Menomonee Falls High School
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