Elizabeth Murillo

Accomplished increased customer satisfaction ratings by 30% as measured by the company's customer satisfaction survey by providing training courses on quality assurance procedures

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Developed and maintained quality assurance procedure documentation.
• Created and revised procedures, checklists and job aids to reduce errors.
• Fixed identified issues to increase productivity and boost workflows.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.

Created and oversaw training programs for new and existing employees, increasing employee retention and comprehension by 20% as measured by the HR department of employee retention

• Worked with vendors to customize courseware to accommodate business needs.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Developed lesson plans, instructional materials and written practice tests for HIPAA and PHI training courses.
• Utilized company's quality metrics systems to analyze success of training courses and identify areas of improvement
• Trained and mentored 43 new personnel hired to fulfill various roles.

Achieved 100% data entry accuracy and efficiency as measured by the company's quality measurement system.

• Organized, sorted, and checked input data against original documents.
• Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
• Entered and processed patients' prescriptions into internal system.

• Compiled and tracked outstanding balances owed to medical facilities.
• Processed billing calls and answered questions from patients and third-party carriers.
• Corrected, completed and processed claims for multiple payer codes.
• Processed online and paper appeal submissions and refund requests.

• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Mentored and coached team members on QA topics and strategies.
• Organized and maintained work environment to allow for maximum productivity.
• Fixed identified issues to improve workflows.