INDIA WILKERSON
Kinston,NC
Summary
Professional in quality assurance with over 5 years of experience monitoring and coordinating quality assurance responsibilities such as techniques, evaluations, questionnaires, supervisory, and audits. A specialist in quality assurance with insight into quality systems, risk analysis, conflict management, and customer care. Possesses problem-solving, interpersonal, and demonstrated leadership skills to build effective interactions with work teams and consumers.
Overview
9
9
years of professional experience
Work History
Paraprofessional
Nova Behavioral Healthcare
Kinston, NC
02.2023 - Current
- Collaborated in crafting lesson plans that address various learning styles, promoting an inclusive environment through targeted therapeutic activities.
- Evaluated patient progress in social skills and maintained detailed behavioral records to support instructional modifications and coordinate with the team on effective management approaches.
- Facilitated individualized behavioral and emotional guidance for patients, ensuring a safe environment conducive to effective learning.
Quality Assurance Specialist
Case Farms Goldsboro Division
Dudley, NC
04.2020 - 02.2023
- Led thorough inspections to verify compliance with established quality standards and relevant regulatory guidelines.
- Documented and refined quality assurance procedures and protocols to enhance operational efficiency.
- Reported on quality metrics to team leadership, identifying areas of inconsistency and production deficiencies for timely resolution.
Customer Service Specialist
Conduent
Raleigh, NC
01.2019 - 04.2020
- Facilitated communication with members to clarify and explain insurance benefit details.
- Analyzed and applied feedback to optimize performance metrics and foster team success.
- Provided thorough insights into benefits offerings, facilitating informed decision-making for members.
- Implemented and monitored adherence to HIPAA standards to safeguard sensitive health information.
- Engaged with insurance firms and healthcare professionals to ensure member access to necessary services.
Customer Service Representative
Alorica
05.2017 - 01.2019
- Recommended alternative medications to patients, focusing on cost-effective options.
- Executed comprehensive investigations of medical and pharmacy benefits.
- Uphold ethical standards to ensure confidentiality and privacy compliance.
- Evaluated and authorized step edits and appeals in alignment with program SOPs.
- Cultivated expertise in various major payers, including private commercial and government insurance plans.
- Assessed coverage availability and orchestrated final arrangements for healthcare services.
Education
High School Diploma -
Kinston High School
Kinston, NCSkills
Microsoft Office Proficiency
Multi-tasking Abilities
Type 50 WPM
Data Entry & 10-Key Proficiency
Time Management
Data Collection
Documentation
Analytical Thinking
Quality processes
Effective communication
Timeline
Paraprofessional
Nova Behavioral Healthcare
02.2023 - Current
Quality Assurance Specialist
Case Farms Goldsboro Division
04.2020 - 02.2023
Customer Service Specialist
Conduent
01.2019 - 04.2020
Customer Service Representative
Alorica
05.2017 - 01.2019
High School Diploma -
Kinston High School