Veronica Enright
Clifton Heights,PA
Summary
Meticulous Quality Monitoring Analyst offering 10 years of experience with pharmaceutical firms in Call and Case Review of documentation submitted to client and FDA. Confident in completing assessments, developing recommendations and presenting findings. Involved in recommending enhancements via training and scoring medical professionals interactions with consumers, patients and Health Care Professionals
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Monitoring Analyst
Ashfield Healthcare
Fort Washington, PA
07.2019 - 05.2023
- Conduct call and data monitoring for Quality Assurance Department.
- Document and score call monitoring results for call reviewed in the Ashfield Quality Management System (QMS) to provide timely feedback to the Call Center staff members. Conducted investigations and took appropriate actions to resolve concerns.
- Coordinate call monitoring calibration sessions with Client Account Management Team and Call Center Staff.
- Performed statistical analyses to identify trends, variations, patterns and insights.
- Collaborate with Corporate Training to provide quality related training for Call Center Staff.
- Participate in discussions with the Quality Monitoring Team relative to project requirements. Share knowledge with the Case Review Analysts.
- Work successfully with diverse group of coworkers to improve processes and procedures, accomplish goals and address issues related to products and services.
- Perform ad-hoc projects for the Quality Assurance Department as assigned.
- Assist with any/all internal audits as dictated in the Ashfield Quality Management Plan.
- Assist with any/all quality activities and reporting as requested by the Senior Vice President, Operational Excellence and Quality Assurance and the Manager of Quality Monitoring.
- Assist with internal and client audits as directed, including corrective action/preventative action work associated with any findings and observations.
- Safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)
Team Leader - Project Management
Ashfield Healthcare
Fort Washington, PA
10.2017 - 07.2019
- Identified needs and coordinated resource allocation to deliver quality standards on time and within budget.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Drove continuous improvement of project delivery process by providing strong leadership.
- Created team objectives and roles with specific goals outlined for each individual.
- Developed solutions to project risks and issues, meeting quality and timeline goals and objectives.
- Focused on project monitoring and management by developing forecasts and tracking expenses.
- Modified project plans when needed to better align with organizational objectives.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Furnished project updates to various stakeholders, informing on strategy, adjustments and progress.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Built and established strong partnerships with teams, vendors and contractors.
- Led meetings with internal team members, consultants and contractors.
Medical Information Specialist
Ashfield Healthcare
Fort Washington, PA
01.2014 - 10.2017
- Protected medical information against unauthorized access, loss or corruption by consistently following security protocols.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Associate of Applied Science - Nursing
Delaware County Community College
Media, PA05.2013
Skills
- Client Assistance
- Risk Mitigation
- Transaction Reviewing
- Planning & Organizing
- Training & Development
- Supervision & Leadership
- People Skills
- Computer Skills
- Critical Thinking
- Problem Resolution
- Microsoft Office
- Data Management
- Team Building
- Conflict Resolution
- Customer Service
- Relationship Building
- Organizational Skills
- Team Management
- Quality monitoring
- Quality assurance
Certification
- Registered Nurse State of Pennsylvania License Number RN650962
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality Monitoring Analyst
Ashfield Healthcare
07.2019 - 05.2023
Team Leader - Project Management
Ashfield Healthcare
10.2017 - 07.2019
Medical Information Specialist
Ashfield Healthcare
01.2014 - 10.2017
Associate of Applied Science - Nursing
Delaware County Community College
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