Katelyn Ducksworth
Houston
Summary
Dynamic Compliance Analyst with a proven track record at Conduent Business Services, excelling in compliance monitoring and internal auditing. Expert in developing corrective action plans and enhancing operational efficiency. Recognized for critical thinking and effective communication, driving successful audit defenses and ensuring adherence to regulatory standards.
Overview
5
5
years of professional experience
Work History
Compliance Analyst
Conduent Business Services
04.2024 - Current
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Prepared documentation and records for upcoming audits and inspections.
- Responded promptly to inquiries from regulators or other stakeholders regarding company practices, demonstrating transparency and commitment to ethical conduct at all times.
- Developed improvement and corrective action plans to bring operations in line with requirements.
- Conducted regular reviews of company policies and procedures for alignment with regulatory requirements and industry best practices.
- Assisted in development of internal compliance portal, improving accessibility of compliance resources for employees.
- Reviewed audit and monitoring reports related to consumer and client activities.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
- Played key role in successful audit defense, preparing detailed documentation and evidence of compliance.
- Enhanced regulatory compliance by conducting thorough audits of internal policies and procedures.
Healthcare Supervisor
Conduent Business Solutions
07.2022 - 04.2024
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Enhanced staff performance through regular training sessions and performance evaluations.
- Implemented cost-saving measures by optimizing resource utilization and reducing operational expenses.
- Conducted regular audits on clinical documentation accuracy and completeness to ensure adherence to applicable standards.
- Provided ongoing support to employees through mentorship programs, continuing education opportunities, and career development resources.
- Ensured compliance with all applicable regulations, policies, and procedures for maintaining accreditation standards.
- Promoted a positive workplace atmosphere through open communication channels that encouraged constructive feedback from all team members.
- Coordinated multidisciplinary meetings with various stakeholders to discuss complex cases requiring comprehensive treatment plans.
- Oversaw the hiring, onboarding, and retention of qualified healthcare professionals to maintain a high-quality team.
- Fostered a culture of teamwork by encouraging collaboration among staff members for improved problem-solving capabilities.
- Devised strategies to address staff shortages during peak times, ensuring continuity of care without compromising quality.
Call Center Team Lead
Conduent Business Solutions
02.2021 - 07.2022
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Implemented new technology solutions that streamlined processes and improved overall efficiency within the call center environment.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Developed strong relationships with clients through excellent communication skills and problem-solving abilities, leading to increased trust in our services.
- Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
- Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.
- Maintained up-to-date knowledge of industry trends and best practices, utilizing this information to guide the team''s ongoing development.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Healthcare Customer Service Representative
Conduent Business Solutions
08.2020 - 02.2021
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Cross-trained and provided backup support for organizational leadership.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Increased efficiency and team productivity by promoting operational best practices.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Cross-trained and backed up other customer service managers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Implemented and developed customer service training processes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Sought ways to improve processes and services provided.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Education
Associate of Arts - Business Administration
Houston Community College
Houston, TX05-2020
Skills
- Compliance monitoring
- Due diligence
- Anti-money laundering
- Corrective action plans
- Reporting skills
- Internal auditing
- Adobe acrobat
- Project management
- Documentation skills
- Documentation review
- Corrective actions
- Critical thinking
- Compliance protocols
- Activity monitoring
- Compliance reporting
- Compliance
- Powerpoint presentations
- Audit documentation
- Auditing experience
Timeline
Compliance Analyst
Conduent Business Services
04.2024 - Current
Healthcare Supervisor
Conduent Business Solutions
07.2022 - 04.2024
Call Center Team Lead
Conduent Business Solutions
02.2021 - 07.2022
Healthcare Customer Service Representative
Conduent Business Solutions
08.2020 - 02.2021
Associate of Arts - Business Administration
Houston Community College
Similar Profiles
Bikku Susan BabyBikku Susan Baby
Lead Business Analyst at Conduent Business ServicesLead Business Analyst at Conduent Business Services
Brandon JonesBrandon Jones
Customer Experience Associate IV at Conduent Business ServicesCustomer Experience Associate IV at Conduent Business Services
JUFFRI ALIASJUFFRI ALIAS
Business Analyst at Conduent Business Services (M) SDN. BHD.Business Analyst at Conduent Business Services (M) SDN. BHD.
Yolande NgalleYolande Ngalle
Secrétaire Médicale at US Veterans Affairs North Texas Health Care SystemSecrétaire Médicale at US Veterans Affairs North Texas Health Care System
Jakob AveryJakob Avery
Managing Director at Isolani MediaManaging Director at Isolani Media