Melody Erick
Miami
Summary
Detail-oriented Quality Analyst with proven experience in quality audits and data validation. Committed to enhancing processes and ensuring compliance through effective communication and customer service.
Overview
11
11
years of professional experience
Work History
Enroll Quality Analyst
UnitedHealth Group
Miami, FL
11.2024 - Current
- Conducted quality assurance testing on software applications to ensure compliance with standards.
- Facilitated collaboration with cross-functional teams to systematically identify and resolve defects in critical applications for urgent tickets.
- Conducted thorough broker remediation to maintain integrity of broker data across all operational systems.
- Conducted thorough analysis and validation of monthly member communication reports, guaranteeing precision and adherence to regulatory guidelines.
- Facilitated large-scale meetings, including daily roadmap sessions and pre-audit tracking discussions, to ensure timely processing of all files before deadlines.
Enrollment and Billing Quality Lead
United Healthcare Group
Miami, FL
09.2023 - 11.2024
- Conduct comprehensive quality audits to identify process gaps, drive process improvements, and ensure compliance with organizational standards.
- Provide one-on-one and group coaching to develop employee skills, reinforce best practices, and improve performance outcomes.
- Streamline and enhance documentation for clarity, accuracy, and efficiency, reducing errors and improving usability.
Research Resolution Specialist
UnitedHealth Group
Miami, FL
02.2015 - 09.2023
- Handled high volume Tier 3 phone calls from internal departments and identifies the type of assistance needed and supports in a positive manner
- Analyzed member escalations and performed follow-up communications to address and resolve outstanding issues.
- Executed reconciliation of eligibility discrepancies, disenrollments, and reinstatements on a daily basis.
Education
High School Diploma -
John A. Ferguson High School
Miami, FL 06-2009
Skills
- Quality improvement
- Customer service
- Data analysis
- Proficient in Microsoft Office tools, GPS, CSP Facets, Omega, SharePoint, SEED, Marx and 834 files
- Fluent in English and Spanish
Timeline
Enroll Quality Analyst
UnitedHealth Group
11.2024 - Current
Enrollment and Billing Quality Lead
United Healthcare Group
09.2023 - 11.2024
Research Resolution Specialist
UnitedHealth Group
02.2015 - 09.2023
High School Diploma -
John A. Ferguson High School