Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Awards
Timeline
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Haley Halverson

Buckeye,USA

Summary

Diligent Quality Assurance Analyst with robust background in quality control and auditing processes. Successfully identified and rectified key operational discrepancies, ensuring compliance with industry standards. Proven ability to enhance team performance and uphold quality standards through effective problem-solving and keen attention to detail.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Village Medical
06.2022 - Current


  • Completed over two hundred call audits a month for our onshore and vendor agents.
  • Documented daily and monthly production using Microsoft Excel.
  • Trained new Quality Assurance Analysts.
  • Performed five certification audits for each new hire agent to determine if they were ready to go into production.
  • Pulled reports in Verint as needed for our calibration meetings with our vendor partners.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Reviewed and resolved first level appeals for onshore agents audits.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Patient Service Representative

Village Medical
10.2020 - 06.2022
  • Managed the closed loop escalation and error tracker to ensure all the information was documented accurately.
  • Managed patient scheduling and appointment confirmations to enhance operational efficiency.
  • Coordinated communication between patients and medical staff to ensure seamless service delivery.
  • Resolved patient inquiries and concerns, improving overall satisfaction and trust in services provided.
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Used Athena Health to schedule appointments.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Assisted with the start up of our app and chat services as a chat agent.

Phlebotomist

Village Medical
08.2016 - 10.2020
  • Collected blood samples using venipuncture and capillary techniques, ensuring patient comfort and compliance.
  • Maintained accurate records of specimen collection and processing to uphold regulatory standards.
  • Developed patient communication strategies to educate individuals about the phlebotomy process and address concerns.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
  • Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.

Package Handler

FedEx Ground
11.2014 - 09.2016
  • Operated package sorting machinery to ensure efficient processing and distribution of shipments.
  • Maintained safety protocols while managing high-volume package handling in fast-paced environment.
  • Collaborated with team members to optimize workflow and improve delivery timelines.
  • Assisted in loading and unloading trucks, ensuring proper handling of packages to minimize damage.
  • Used hand-held scanners and physical logs to accurately track item movements.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Supported team morale by fostering positive communication and collaboration among coworkers.
  • Boosted team performance with consistent punctuality, maintaining a strong attendance record throughout employment tenure.

Delivery Driver/Cashier

Jimmy John's Sandwiches
03.2015 - 04.2016
  • Delivered sandwiches efficiently to ensure timely service and customer satisfaction.
  • Managed route planning to optimize delivery efficiency and reduce wait times.
  • Assisted in training new drivers on delivery protocols and customer service standards.
  • Ensured compliance with safety regulations while operating delivery vehicles.
  • Maintained accurate records of deliveries and payments for auditing purposes.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.

Education

Phlebotomy certification - Phlebotomy

Arizona Medical Training Institute
Mesa, AZ
07.2016

High School Diploma -

Mankato West Senior High School
Mankato, MN
06.2012

Skills

  • Skilled in Microsoft Teams management
  • Quality assurance
  • Quality processes
  • Call monitoring
  • Collaboration and communication
  • Group presentations
  • Process implementation
  • SharePoint
  • Critical thinking
  • Proficient in EMR systems
  • Proficient in Athenahealth software
  • Skilled in Microsoft Word applications
  • Hands-on laboratory skills
  • Administrative support experience
  • Quality assurance auditing
  • Patient-centered care expertise
  • Call center operations expertise
  • Customer chat assistance
  • Proficient in ICD-10 classification
  • Proficient in medical language
  • Trained in CPR techniques
  • Salesforce proficiency
  • Fluent in English
  • Advanced Microsoft Excel expertise
  • Advanced typing proficiency
  • Administering injections
  • Professional phone communication
  • Interpersonal communication skills
  • Experienced in phlebotomy
  • Medical office experience
  • Insurance eligibility verification
  • Proficient in various software tools
  • Avaya proficiency
  • Inventory control and distribution
  • Proficient in auditing practices
  • Monitoring vital signs
  • Medical appointment coordination
  • Proficient in EKG monitoring
  • Efficient package sorting
  • Verint software proficiency
  • Extensive customer service experience
  • Anatomy proficiency
  • Five9 proficiency
  • QA reporting
  • Teamwork and positive attitude

Accomplishments

  • Took on tasks originally assigned to peers to decrease their workloads, completing them within expected time constraints.
  • Coordinated bi-weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.

Certification

  • Introduction to Cybersecurity Careers
  • September 2024 to Present
  • I completed a certification course through Coursera online.
  • I learned what cybersecurity is and how important it is in today's world.
  • I reviewed the various entry-level, mid-level and advanced-level careers in cybersecurity and their job functions.
  • I reviewed the different certifications, knowledge and skills needed for each career role.
  • I learned the basics of cybersecurity.
  • Introduction to Cybersecurity Essentials
  • I completed a course through Coursera to earn a certification.
  • I learned to identify and defend against security breaches, cyberattacks, social engineering and malware.
  • I reviewed how to create a safe, strong password and other tools to help keep confidential information secure.
  • I learned about authentication, authorization and accounting to secure, validate, and encrypt devices and how to manage spam.
  • I learned how to demonstrate safer internet browsing with browser security configurations, cookies, and computer caches.
  • Driver's license

Awards

Package Handler of the month, April 2016, I was awarded package handler of the month due to always showing up for work and being willing to be the first one there and one of the last to leave.

Timeline

Quality Assurance Analyst

Village Medical
06.2022 - Current

Patient Service Representative

Village Medical
10.2020 - 06.2022

Phlebotomist

Village Medical
08.2016 - 10.2020

Delivery Driver/Cashier

Jimmy John's Sandwiches
03.2015 - 04.2016

Package Handler

FedEx Ground
11.2014 - 09.2016

Phlebotomy certification - Phlebotomy

Arizona Medical Training Institute

High School Diploma -

Mankato West Senior High School
Haley Halverson