Tuba Hassan
Owings Mills,MD
Summary
Self-motivated Quality Coordinator brings proven leadership, organizational and customer relations skills. and detail-oriented professional with strong work ethic and dedication to achieving goals. Highly Skilled at developing and maintaining documentation systems, training staff and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Independently solves problems and keeps teams on task to handle diverse business.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Quality Coordinator
Acacia Network
04.2015 - 03.2018
- Achieved the National Committee of Quality Assurance, Patient Centered Medical Home 2014, Level III recognition for all six of the Acacia Network's primary care clinics
- Under the direct supervision of the Administrator of Primary Care and Quality Manager, in collaboration with the Chief Medical Officer, facilitated the development, coordination, implementation and evaluation of clinical quality improvement initiatives within the medical, specialty and dental practice
- Lead teams in the interpretation/ understanding of quality and performance improvement by activities, engaging clinical staff and providers from the inception to the development/ implementation and training of QI activities
- Provided supports to the office of the CMO in leading audits and provider peer review processes, in the gathering and interpretation of relevant clinical data
- Collaborated with primary care providers and other members of the care delivery team to coordinate care for a panel of high utilizing and/or complex patients, including follow-up on specialty care, emergency department visits and hospital admissions
- Analyze patient and practice information, develops analytics reports, and provides user support and training.
- Collaborated with cross-functional teams to improve overall product performance and customer satisfaction rates.
- Managed post-award services and oversaw state and federal grant awards for compliance with uniform guidance and grant-specific requirements.
- Worked with directors and grant program staff to implement established grant compliance policies and procedures.
- Secured additional funding sources by establishing strong relationships with funders and regularly attending networking events.
Quality Assurance Coordinator
MAXIMUS Inc
12.2014 - 04.2015
- Achieved quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing corrective action plans; identifying and resolving problems; completing audits; determining system improvements
- Developed quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions plans, and verification procedures; monitoring calls daily
- Maintained and improved call center quality by completing compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management
- Prepared quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions plans.
Lead Call Center CSR
Maximus Inc
07.2011 - 12.2014
- Accomplished objectives with supervisors by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
- Maintained positive relationships with unit staff and management, handled the duties and responsibilities of the unit Supervisor in her/his absence
- Ensured the staff maintained updated knowledge of New York Medicaid CHOICE (NYMC) program information, policies and procedures, and other resources by keeping the documents updated on Call Center Resources Console website and providing training regarding the website to NYMC staff
- Performed other duties assigned by the Call Center Supervisor/ management such as monitoring the performance of assigned staff, providing feedback and education to staff to improve performance, identifying weaknesses in staff and takes appropriate action to correct deficiency, provided technical leadership and support to assigned staff.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
Bachelor of Science in Biology -
SUNY-University at Albany
06.2010
Skills
- Bilingual (10 years)
- Microsoft Office (10 years)
- Analytics
- Primary Care Experience
- Medical Terminology
- Medical Records
- Quality Assurance
- Customer service
- Quality assurance
- Analysis skills
- Medical terminology
- Medical records
- Leadership
- Time management
- Transcription
- ICD-10
- Microsoft Excel
- Bilingual
- Communication skills
- Project management
- Medical office experience
- Anatomy knowledge
- Negotiation
- Organizational skills
- Quality control
- Computer skills
- EMR systems
- Typing
- Physiology knowledge
- Document management systems
Certification
Driver's License
Languages
Urdu
Native or Bilingual
Timeline
Senior Quality Coordinator
Acacia Network
04.2015 - 03.2018
Quality Assurance Coordinator
MAXIMUS Inc
12.2014 - 04.2015
Lead Call Center CSR
Maximus Inc
07.2011 - 12.2014
Bachelor of Science in Biology -
SUNY-University at Albany
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