Michell Rodriguez Velazquez
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in assisting peers, being proactive, and being knowledgeable in the Medicaid line of business.
Overview
19
19
years of professional experience
Work History
Quality Analyst II
Anthem/Elevance Health
09.2018 - Current
- Analyzed quality and performance data to support operational decision-making.
- Submit updates for Knowledge Management.
- Met with NCC Managers to discuss trends and tips.
- Participated in departmental meetings to establish short- and long-term strategy.
- Created a training schedule, put together Power Point Slide, pulled information from the training syllabus, and provided training and support for QA's up-skilled in PSU.
- Pulled information from the training syllabus, provided training and support for QA's up-skilled in PAA.
- Mentored New Hire Quality Analysts.
- Performed ATA's on New Hire QA Mentees.
- Performed ATA's on Quality Analysts.
- Attend Re-bid meetings.
- Pull monthly trends, create Power Point slide, and present those slides in Business Partnership meetings.
- Assist Quality Analysts with questions on how to score, issues with workload, etc via the Team Chats or if they reach out personally.
- Had people from other teams/departments shadow me.
- Completed Reconsiderations.
- Pull weekly and monthly trends to ensure we are not on the House Keeping reports. Followed up to ensure the updates were completed.
- Help QA's gain access to Eligibility Portals by submitting the necessary information either through a JIRA ticket or to the Admin.
Quality Analyst I
Anthem
03.2007 - 09.2018
- Analyzed quality and performance data to support operational decision-making.
- Trained in both Medicaid and Medicare.
- Trained in PSU, PAA, Pharmacy, LTSS, WGS/CCB.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed feedback to NCC agents and managers to improve service time and quality.
- Participated in departmental meetings to establish short- and long-term strategy.
- Traveled to TX and KY to perform the New Hire Quality Presentation and provide in-person support to the New Hires.
- Assisted with creating the monthly workload for the Quality Analysts.
Member Service Representative
Amerigroup
03.2004 - 03.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Responded to customer calls to answer questions about benefits.
- Learned and maintained in-depth understanding of benefits and plan information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Traveled to TN as a SME to assist with New Hire classes.
- Was given the opportunity to have New Hires shadow me.
Education
High School Diploma -
Robinson High School
Tampa, FL05.1999
Skills
- Monitoring Data Quality
- Operational Efficiency
- Constructive Feedback
- Best Practices and Tools
- Customer Care
- Quality Deliverables
- User Expectations
- Sampling
- Team Meetings
- Assignment Delegation
- Quality Improvement
- Audit Processes
Languages
Spanish
Native or Bilingual
Timeline
Quality Analyst II
Anthem/Elevance Health
09.2018 - Current
Quality Analyst I
Anthem
03.2007 - 09.2018
Member Service Representative
Amerigroup
03.2004 - 03.2007
High School Diploma -
Robinson High School