UNIVERSITY OF TEXAS SOUTHWESTERN MEDICAL CENTER | Quality Control Specialist Fort Worth, TX (REMOTE) | March 2020 to April 2022

▪ Coached a Medical IT call center help desk team to exceed SLA and KPI metrics for troubleshooting SaaS applications and providing customer support.

▪ Developed and implemented the first Quality Assurance program for the SWHR Service Desk at UTSW Medical Center.

▪ Evaluated all channels of engagement (including incoming calls, outgoing calls, emails and chat) for CRM consistency in service delivery.

▪ Assessed agent scorecards during coaching sessions to verify performance plans were being implemented to achieve exceptional patient care.

▪ Authored technical writings, tip sheets and internal Knowledge Base articles to establish common processes across all channels.

▪ Accelerated outage resolution by triaging calls and escalating trouble tickets in ServiceNow during extreme downtime scenarios.

▪ Collaborated with HR, HRIS and System Access Management teams to expedite employee change requests in Active Directory and Azure for Onboarding, Termination and FMLA.

▪ Adapted patient referral and authorization request processes to improve clinical treatment scheduling and staff productivity.

▪ Served as SME for user verification to safeguard against HIPAA violations and enhance Identity Management security.

▪ Optimized annual audit efficiency by personally managing Auditor access to clinical documentation and medical records.

▪ Generated large data operational reports in Microsoft Excel to verify KPI targets were being met and accurately displayed for senior executives.

▪ Identified potential obstacles and collaborated with developers on IVR, management and reporting tool improvements prior to SWHR adoption and cutover.