Lizbeth Wilson
Summary
Strategic Consultant known for high productivity and efficiency in task completion. Specialize in business process optimization, risk management, and stakeholder engagement. Excel in problem-solving, communication, and adaptability to ensure successful project outcomes. Navigate complex challenges using analytical skills and collaborative approach to drive organizational improvements.
Overview
1
1
Language
16
16
years of professional experience
Work History
Quality & Safety Improvement Consultant II
Kaiser Permanente
Fontana, California
07.2021 - 07.2026
- Serves as the subject matter expert for quality improvement processes and regulations within assigned area by: learning current internal policies and external regulations; supporting collaborative, results-oriented partnerships to ensure compliance with regulations and improve patient safety, maintain the KP safety culture, reporting accuracy, and health outcomes. preparing materials for educational programs to raise awareness for regulation requirements, internal concerns, and system/database usage; and supporting internal quality improvement projects as requested.
- Supported data extraction, analyses, and presentations to support quality improvement efforts with minimal guidance from more senior team members by: conducting descriptive and inferential statistics for quality improvement evaluations; assembling information to create charts and graphs of improvements utilizing multiple data reporting systems; preparing quality improvement metric reports to demonstrate improvements and effectiveness of quality improvement programs into specified formats; and assisting with the identification and documentation of trends, potential errors, and other analyses for further reviews.
- Assisted in the development of quality improvement initiatives by: leveraging appropriate methods and tools to develop stakeholders capabilities for process improvements; applying data-driven improvement principles, tools, and problem-solving methods, and techniques using quality improvement metrics with guidance from senior team members; and assisting in the creation of milestones, detailed workplans, and documentation processes.
- Developed quality improvement performance metrics by maintaining performance standards and methods to track and assess improvement outcomes.
- Coordinated stakeholder development and quality performance reviews by applying multidisciplinary criteria and guidelines, escalating performance improvement areas, and creating training materials for quality improvement programs.
- Collaborated with others to solve business problems; escalated issues or risks as appropriate; communicated progress and information. Facilitated project completion by monitoring priorities and ensuring deadlines were met. Identified and spoke up for ways to address improvement opportunities.
- Completed work assignments by applying up-to-date knowledge in subject area to meet deadlines and support projects or initiatives with limited guidance.
Appointment Clerk
Kaiser Permanente
Fontana, California
10.2017 - 07.2021
- Identified appointment needs by assessing requests, coordinating schedules of various physicians/providers, and ensuring appointments were made per established guidelines.
- Provided accurate information and answered any questions regarding services and appointment needs.
- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
- Managed high-volume calls in a structured environment, applying critical thinking to navigate complex guidelines and utilizing multiple call center systems.
- Evaluated call urgency through analysis of member concerns and adherence to guidelines, directing calls to Registered Nurses as necessary.
- Composed detailed messages for physician/providers, Registered Nurses or other medical staff based on member's requests.
- Documented all calls and inquiries in computer system.
- Assisted over 100 customers via phone each day.
Customer Relations Supervis
BB Crafts Inc
Ontario, California
07.2010 - 10.2017
- Supervised customer service team to enhance client interactions and satisfaction.
- Managed customer inquiries using CRM software to ensure timely responses.
- Resolved complex customer issues through effective problem-solving strategies.
- Fostered positive relationships with clients to encourage repeat business.
- Investigated customer complaints and disputes, resolving issues in an efficient manner.
- Developed training programs for staff on effective communication techniques.
- Identified opportunities for process improvements within the department.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with marketing teams to develop promotional campaigns that would attract more customers.
- Worked with corporate partners to ensure quality standards were met consistently.
- Participated in strategic planning meetings with senior management regarding the future direction of the organization's customer service initiatives.
Education
Henry J. Kaiser High School
Fontana, CASkills
- Quality improvement
- Compliance assurance
- Process optimization
- Performance tracking
- Statistical analysis
- Data visualization
- Project Management
- Project coordination
- Training development
- Stakeholder engagement
Languages
Spanish
Professional
Timeline
Quality & Safety Improvement Consultant II
Kaiser Permanente
07.2021 - 07.2026
Appointment Clerk
Kaiser Permanente
10.2017 - 07.2021
Customer Relations Supervis
BB Crafts Inc
07.2010 - 10.2017
Henry J. Kaiser High School