FAYROOZ WILLIAMS
Charlotte,NC
Summary
Executed KPI performance audits and dashboard analytics to drive continuous improvement and operational efficiency in healthcare settings.
Overview
18
18
years of professional experience
Work History
Quality Analyst
Cencora (formerly AmerisourceBergen)
01.2013 - Current
- Lead QA programs across customer interactions and operational workflows, ensuring regulatory and organizational compliance
- Oversee QA monitoring for two programs supporting 50+ associates, consistently sustaining 95%+ quality scores
- Analyze KPI and dashboard performance to identify trends, performance gaps, and risk areas
- Achieved 0% scorecard overlap YTD (goal
- Maintained zero service errors (SERs) YTD, exceeding quality, and compliance standards
- Manage QA dashboards, metadata, and reporting structures to maintain clean, accurate data environments
- Develop advanced reporting and filter sets for TheraCom Legends AE Regulatory, exceeding performance benchmarks
- Monitor Calabrio systems daily to proactively identify and prevent quality issues
- Partner with leadership to design targeted coaching initiatives that improve performance outcomes
- Deliver clear, data-driven insights to stakeholders to support strategic decisions
- Recognized for exceptional stakeholder communication and cross-functional collaboration
- Mentor QA team members to strengthen audit accuracy and program consistency
Reimbursement Counselor
Lash Group (a Cencora Company)
01.2011 - 01.2013
- Managed end-to-end reimbursement cases supporting patient access to therapy and financial assistance
- Verified insurance benefits, prior authorizations, and coverage requirements across payer types
- Resolved complex reimbursement issues while maintaining HIPAA compliance and performance metrics
Tutor / After-School Teacher
Primrose School
01.2008 - 01.2011
- Provided individualized instruction and developed learning plans to improve student performance
Education
Bachelor of Arts - Humanities (English)
The Ohio State University
Columbus, OHSkills
- Quality Assurance & Auditing
- KPI & Dashboard Analytics
- Root Cause Analysis
- Continuous Improvement
- Performance Coaching
- Healthcare Compliance (HIPAA)
- Reimbursement & Patient Access
- Stakeholder Communication
- Customer Experience Optimization
- Tools: Salesforce, ScriptMed, Calabrio, Microsoft Excel, Word, PowerPoint
- Quality processes
- Quality improvement
Timeline
Quality Analyst
Cencora (formerly AmerisourceBergen)
01.2013 - Current
Reimbursement Counselor
Lash Group (a Cencora Company)
01.2011 - 01.2013
Tutor / After-School Teacher
Primrose School
01.2008 - 01.2011
Bachelor of Arts - Humanities (English)
The Ohio State University