Summary
Overview
Work History
Education
Skills
Roles And Responsibilities
Timeline
Generic

Holly Hazi

Owensville,MO

Summary

As a Quality Assurance Analyst, my primary objective is to ensure that care navigators are providing key service commitments of extending kindness, listening to understand, and serving together. I provide coaching and training opportunities for care navigators to help improve their skills. I aim to create a positive and productive work environment by communicating these objectives with QA team members, setting clear goals, and monitoring performance.

Overview

22
22
years of professional experience

Work History

Quality Assurance Analyst

Ascension
11.2022 - Current
    • Perform daily call and chat audits and reinforce quality and customer service standards
    • Provide support via coaching notes and training opportunities
    • Identify and escalate call or chat concerns to local leaders
    • Provide monthly QA Summaries by Team
    • Create and provide Top Performer Awards
    • Answer IVR Chats on Monday mornings
    • Assist team members with coaching note ideas
    • Update Audit Score Trackers daily and monthly
    • Weekly tracking of audits, escalations, and score inquiries
    • Training and providing ongoing support to new Team Members

Patient Access Representative

Ascension
12.2020 - 11.2022
    • Answering calls/questions on National COVID Hotline
    • Scheduling COVID Vaccines using Radix and InQuicker programs
    • Providing Consumer Support to AOC, Price Estimator, and Video Chat
    • Providing Patient support for WI Epic MyChart
    • Providing Patient support for TNNAS MyHealth Chart Patient Portal
    • Completing intakes on behalf of Associate and Occupational Health for Associate screenings that require COVID testing
    • Providing Associate support on SmartHealth App
    • Providing users technical support with Ascension Personalized Care memberships
    • Proficient in creating, updating, and closing Incident Reports
    • Completing VAERS Reaction Reports
    • Proficient in navigating Salesforce, including creating and following through on cases
    • Training and providing ongoing support to new Team Members

Owner/Corporate Travel Consultant

Travel Solutions Group, LLC
11.2001 - Current
    • Negotiating special rates for hotels, rental cars, and large groups
    • Computer proficiency
    • Quality Customer Service and Accuracy
    • Geographic Knowledge
    • Knowledge of up-to-date Travel restrictions
    • Calculating and pricing ticket discounts
    • Sales and Marketing
    • Web site Management
    • Social Media Management

Education

Some College (No Degree) -

Maryville University
St Louis, MO

Some College (No Degree) -

Southwest Missouri State University
Springfield, MO

High School Diploma -

Parkway West Senior High School
St Louis, MO
05.1985

Skills

    • Problem-solving
    • Time Management
    • Communication
      • Detail Oriented
      • Computer Proficiency
      • Group Presentations

Roles And Responsibilities

  • Identifying trends
  • Recommending process and procedural improvements
  • Proficient in running audit calibrations with team members and local leaders
  • Proficient in navigating Salesforce, Genesys, Dash, Athena, and Epic
  • Assisted in the creation and implementation of Chat Audits in Salesforce
  • Excellent communication skills


Timeline

Quality Assurance Analyst

Ascension
11.2022 - Current

Patient Access Representative

Ascension
12.2020 - 11.2022

Owner/Corporate Travel Consultant

Travel Solutions Group, LLC
11.2001 - Current

Some College (No Degree) -

Maryville University

Some College (No Degree) -

Southwest Missouri State University

High School Diploma -

Parkway West Senior High School

Similar Profiles

CREATE PROFILE
Holly Hazi