Senior Quality Analyst
  • Philadelphia
  • December 17, 2023

E. Andrew Bechini

Philadelphia, PA

732.781.5341

bechini777@gmail.com

 

Experience

GeoBlue International Health Insurance – King of Prussia, PA

Global Service Center Assistance Senior Quality Analyst (Sep-2018- Present)

Responsible for managing, maintaining, and conducting quality audits of case handling to ensure documented protocols and expected service levels are followed. Completed audits are used as feedback for specialists but also for process improvement within the Global Service Center Department. Maintains annual scoring spreadsheets as well as documenting trends. Provides additional support for the department by completing monthly trend reports to help identify individual and departmental errors and needs. Handles onboarding of new auditors as well as reporting errors within the auditing teams.

  • Assesses the quality performance of GHS specialists through monthly random case and call audits to ensure accurate GHS protocols and procedures are followed.
  • Assists in the creation and maintenance of auditing tools on a monthly and annual basis in compliance with service level agreements.
  • Assists in the implementation of artificial intelligence using Observe.AI to conduct audits within operational departments.
  • Manages running random sample reporting within Salesforce for audits of new hires and ongoing GSC staff.
  • Tracks and analyzes data from trend reporting to review with supervisor and assists with identifying solutions, such as needed team refresher training, individual trainings, procedure updates, etc.
  • Collaborates with Supervisors and operational teams to continuously discuss and evaluate auditing process and procedures to determine any necessary updates or changes.
  • Calculates monthly and quarterly team member’s rankings from GSC director’s reports to allow for anonymous comparison.
  • Maintains proficiency on company products, services, programs, and departmental procedures.
  • Evaluates member complaints through the customer experience platform, identifies root cause and works with immediate Supervisor to identify options to resolve concerns and implement a procedure update if necessary.
  • Investigates escalations and provides detailed overview of errors and suggestions for improvement.

 

Global Health & Safety Senior Coordinator (Jun-2016 – Sep-2018)

Senior Coordinator duties include communicating with international doctors, hospitals, and pharmacies to ensure that GeoBlue members have access to appropriate health care when they are outside of the U.S. Concentration specializes on inpatient admissions and medical evacuations.

  • Manage email and telephone requests for medical assistance services, on a planned or emergency basis.
  • Arrange inpatient admissions for patients requiring medical assistance.
  • Reviews and assesses coverage for members in each line of business according to the certificate and applies appropriate benefits.
  • Communicate with doctor's offices and hospitals to establish financial arrangements.
  • Coordinate all aspects of emergency ground or air transportation as recommended by GeoBlue Medical team as needed to provide appropriate urgent care to patients.
  • Handle each client according to the procedure in place and ensure compliance with local governments.

 

Princeton Healthcare Systems – Plainsboro, New Jersey

Staffing Office Assistant (Sep-2012 – May-2016)

Provides support to the Staffing Office, handling a wide variety of administrative, secretarial, and organizational activities. Helps to maintain all databases and assists in appropriate training and education. Also aware of changes, trends, and development, as well as hospital policy.

  • Performs Central Dispatcher services, coordinating all inpatient transports, maintaining log, answering Central Transport calls, and following specific instructions of, Staffing Office Supervisor, or Administrative Coordinator.
  • Helps to maintain all databases and assists in appropriate training and education.
  • Optilink/Kronos
  • Everbridge
  • Psych 1:1 dashboard
  • Transport/Companion Education Dashboards
  • Keeps log of daily assignments and audits patient transport activity on the electronic medical record.
  • Affinity
  • Wellsoft
  • Responsible for developing and maintaining Central Transportations monthly schedule and Daily Assignment Sheets.
  • Fills out Check Requests maintains payment logs for Securitas/Agency RN’s.
  • Maintains Informational Death Forms database.
  • Assists the Staffing Office Supervisor in the orientation of new employees.

 

Skills

  • Fluent in Spanish
  • Software: Salesforce, Observe.AI, Microsoft Suite, Data Analytics

 

Education

Mercer County Community College, West Windsor, NJ

Associate of Science, Business Administration (2012 – 2014)

Concentration: Global Business

Psi Beta Honor Society Member

 

 

 

 

 

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Experience

Global Service Center Assistance Senior Quality Analyst @ GeoBlue International Health Insurance
Sep 2018 — Current

Responsible for managing, maintaining, and conducting quality audits of case handling to ensure documented protocols and expected service levels are followed. Completed audits are used as feedback for specialists but also for process improvement within the Global Service Center Department. Maintains annual scoring spreadsheets as well as documenting trends. Provides additional support for the department by completing monthly trend reports to help identify individual and departmental errors and needs. Handles onboarding of new auditors as well as reporting errors within the auditing teams.

Global Health & Safety Senior Coordinator @ GeoBlue International Health Insurance
May 2016 — Sep 2018

Senior Coordinator duties include communicating with international doctors, hospitals, and pharmacies to ensure that GeoBlue members have access to appropriate health care when they are outside of the U.S. Concentration specializes on inpatient admissions and medical evacuations.

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