Sunnie Jordan
Concord,NC
Summary
Quality Assurance Analyst with over a decade of expertise in ensuring and enhancing performance through precise monitoring and feedback. Proficient in ICD Codes, HIPPA, compliance, and quality assurance, with a strong focus on coaching and training to drive departmental success. Adept at analyzing audit findings to identify trends and implement solutions that improve agent productivity and ensure quality.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Conduent
01.2024 - Current
- Oversee call quality, ensuring adherence to service standards, improving agent performance
- Provide weekly feedback and coaching to enhance agent productivity and efficiency
- Report missed adverse events and technical issues, maintaining compliance and accuracy
- Analyze audit findings to identify trends, drive quality improvements for agents
- Conduct HIPPA audits to ensure client compliance, safeguard sensitive information
- Monitor call quality metrics and conduct detailed HIPPA compliance audits, delivering actionable feedback to enhance agent performance and maintain service excellence
- Guide and mentor agents through targeted coaching sessions, identifying improvement areas and implementing effective solutions for technical challenges
Quality Assurance Analyst
Virtua Health
01.2014 - 01.2024
- Enhanced patient satisfaction by auditing QA processes, recommending improvements, ensuring compliance
- Guided team members with individual coaching to improve performance and quality metrics
- Lead mentorship program to boost employee retention and departmental achievements
- Prepared comprehensive training materials for new QA analysts, ensuring up-to-date information
- Scheduled appointments for specialized departments, demonstrating proficiency in CPT/ICD-10 codes
- Streamlined quality assurance monitoring processes for inbound and outbound calls, implementing systematic audits to enhance patient interaction standards
- Conducted interviews for prospective quality assurance analyst, assessing suitability and alignment with team objectives
- Spearheaded development of comprehensive mentorship program, driving improved employee retention through structured guidance and performance tracking
- Delivered targeted coaching sessions and weekly performance analyses to optimize team metrics and strengthen departmental compliance
- Orchestrated quality calibration initiatives while managing specialized medical scheduling across multiple departments
- Redesigned training materials and protocols for Quality Assurance team, establishing robust frameworks for consistent performance excellence
Education
High School Diploma -
Overbrook High School
Certification (HDP) -
Healthcare Development Program
Skills
- Claims Review
- Medical Claims Processing
- Banking Reconciliation
- Online Banking Resolutions
- Mortgage Documentation
- Leadership
- Communication
- Problem Solving
- MS Office
- Epic
- NICE-InContact
- Salesforce
- Medicaid/ Medicare
- ICD Codes
- CPT Coding
- Typing Speed 65 WPM
Certification
Healthcare Development Program
Timeline
Quality Assurance Analyst
Conduent
01.2024 - Current
Quality Assurance Analyst
Virtua Health
01.2014 - 01.2024
High School Diploma -
Overbrook High School
Certification (HDP) -
Healthcare Development Program