Moira Chockalingam
Yukon,OK
Summary
Resolute analyst with strong background in revenue integrity and quality assurance, specializing in identifying discrepancies and implementing corrective measures. Successfully contributed to optimizing front-line processes and ensuring compliance with industry regulations. Demonstrated analytical and problem-solving skills, coupled with effective communication and attention to detail.
Overview
14
14
years of professional experience
Work History
Patient Experience Analyst
Mercy Health
01.2021 - Current
- Creating and maintaining feedback and metrics from various sources and formulating into scorecards, dashboards, and ad hoc reports
- Support new initiative or reporting requests from our Primary Care, Ambulatory, or Service Line partners
- Creating instructional and standard procedure documents
- Data validation and reconciliation between data source, PowerBI, and Excel dashboards
- Manage department changes and new departments so they are surveyed correctly
- Identify gaps in missing or delayed patient experience survey data by conducting working sessions
- Analyze data and trends to optimize the existing processes
- Manage and field questions from all local teams
- Maintain a working knowledge of CMS CAHPS survey quality assurance guidelines
- Collaborate with cross functional teams to align on the goal and fill the gaps in the applications
Quality Assurance Analyst, Lead
NTT DATA, INC.
04.2017 - 12.2020
- Established and managed quality-based automation initiatives for a project which supported in amending and inputting provider contracts with one of the leading healthcare insurance companies
- Created workflows and quality assurance testing plan, for IT developers to implement into the online efficiency platform tools (DBPMS) used as revenue cycle workflow tool
- Achieved 100% quality score for a consecutive year by implementing enhanced processes and quality-based automations
- Conducted quality awareness sessions for newly recruited employees
- Conducted Lean Kaizen Six Sigma training for operations team and Six Sigma Yellow Belt training for 6 employees
- Mentoring analysts with problem identification, problem solving, and small improvement projects, using Lean ideology
Quality Assurance Analyst, Lead
DELL (Talentwave, Inc.)
10.2016 - 04.2017
- Started as Temp then hired permanently, April 2017
- NTT Data, Inc
- Acquired project in 2017
- Creation, streamlining and implementation of standard operating procedures (SOPs) and workflows to align multiple teams into one process
- Increased quality scores by 60%, through implementation of Kaizen concepts
- Identified key pain areas for process improvements and collaborated with delivery managers to quickly execute plans which lead to successful outputs
- Facilitated Quality Assurance (QA) calibration calls amongst locally and remotely based analysts, staff members, and client
Manager Patient Access Services
INTEGRIS Health, Inc.
02.2013 - 08.2016
- Maintained day to day department functions of payroll, staffing, and training with 18 direct reports
- Liaison between physician, patient, insurance company and hospital regarding registration and admission processes
- Partner with HR, providing training and education to improve and maintain employee engagement
- Drove Lean Kaizen process improvements, enhancing the patient experience and improving departmental workflow
Supervisor Patient Access Services
INTEGRIS Health, Inc.
05.2011 - 02.2013
- Promoted to Manager role, February 2013
- Handled customary departmental operations, focusing on patient satisfaction, adherence to policies and procedures with a team of 50 direct reports
- Effectively collaborated with intradepartmental staff members across multiple departments and locations
- Exceeded team quality metrics, maintaining 99% accuracy on patient account details
- Increased point of service collection goals by 5% from previous years’ goals through fresh revenue routes
Education
Bachelor of Science - Multidisciplinary Studies
University of Oklahoma
05.2010
Skills
- Strong Analytical and critical
skills, guiding problem solving
and process improvements - Accurate claims processing
- Experienced in denial management
- Effective cross-departmental
and intercultural communication
skills - Proficient execution of Six
Sigma and Lean Kaizen
continuous improvement
culture - User Acceptance Testing (UAT)
Software Skills
- Excel, Expert level; including Pivot
Tables, Formulas, and Functions. - PowerPoint, Intermediate level;
including embedding objects,
creating presentations and
interactive slideshows, and
inserting hyperlinks. - Knowledge of using Power BI,
SQL, DOS base systems
(Siemens, NDB), EPIC, PhyCon,
Tableau, DBPMS, EMR.
Timeline
Patient Experience Analyst
Mercy Health
01.2021 - Current
Quality Assurance Analyst, Lead
NTT DATA, INC.
04.2017 - 12.2020
Quality Assurance Analyst, Lead
DELL (Talentwave, Inc.)
10.2016 - 04.2017
Manager Patient Access Services
INTEGRIS Health, Inc.
02.2013 - 08.2016
Supervisor Patient Access Services
INTEGRIS Health, Inc.
05.2011 - 02.2013
Bachelor of Science - Multidisciplinary Studies
University of Oklahoma
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