Varje Shelley
Dallas
Summary
Dynamic leader in quality and project management, dedicated to driving process improvements and elevating performance metrics. Spearheaded quality auditing initiatives at Accenture, significantly enhancing business performance through strategic risk mitigation and a commitment to operational excellence. Expertise in analytical thinking and collaborative teamwork fosters consistent client satisfaction and operational efficiency. Committed to delivering results that align with organizational goals while promoting a culture of continuous improvement.
Overview
17
17
years of professional experience
Work History
Quality Auditing Analyst
Accenture
04.2021 - Current
- Support high performance and continuous improvement through quality management processes that drive client quality excellence and business performance
- Support process improvement efforts using quality methodologies and principles
- Provide input for weekly and/or monthly reports and review meetings
- Monitor, measure, and analyze standardized processes
- Support the delivery of high performance through quality and risk management
- Verify that work is consistently and effectively performed according to established procedures and guidelines
- Recommend and help to implement strategies and actions to mitigate risks and solve issues
- Assist in the administration and tracking of skill assessment and measurements
- Partner with client resources on improvement projects across all lines of business
- Collaborate with the training team as needed to develop and improve their ongoing curriculum
- Work effectively in a team environment by supporting change and adding value
Intake Specialist (Project Management)
MHN LLC
08.2008 - 03.2021
- Perform detailed analysis on assigned projects, recommend potential business solutions, and assist with implementation
- Identify ways to enhance performance management and operational reports related to new business implementation processes
- Lead problem solving and coordination efforts between various business units
- Participate in formulating and updating departmental policies and procedures
- Analyze coding diagnoses, procedures, and modifiers to bill or resolve billing and/or coding issues, rejections, denials, and appeals
- Authorize services and initial outpatient managed care treatment
- Managed telephone and/or all written correspondence inquiries from members and providers
- Assist members and providers regarding website registration and navigation
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Process written customer correspondence and provided the appropriate level of timely follow up
- Coordinate member transportation and make referrals to other departments as appropriate
- Maintain performance and quality standards based on established call center metrics including turn-around times
- Provide call monitoring and assessment for both inbound and outbound calls of Customer Service Representatives (CSR)
- Participate in call calibration exercises and internal listening sessions
Education
Master of Art (M.A.) - Psychology
Argosy University
12.2008
Bachelor of Science - Psychology
Texas A&M University
12.2002
Skills
- Project coordination
- Quality assurance
- Operational workflow assessment
- Team leadership experience
- Reporting proficiency
- Audit process support
- Problem-solving analysis
- Operational enhancements
- Proficient in managing competing priorities
- Data-driven trend analysis
- Communicating intricate concepts
- Effective organizational skills
- Collaborative teamwork
- Compliance management
- Process optimization
- Problem recognition
Languages
English
Native or Bilingual
References
References available upon request.
Timeline
Quality Auditing Analyst
Accenture
04.2021 - Current
Intake Specialist (Project Management)
MHN LLC
08.2008 - 03.2021
Bachelor of Science - Psychology
Texas A&M University
Master of Art (M.A.) - Psychology
Argosy University