SEAN MYRICK
Quality Assurance Analyst
Maricopa,AZ
Summary
SUMMARY: 7+ years of combined healthcare and quality assurance accuracy and testing. Precise analytical thinker with excellent leadership, communication and collaborative skills with experience in process optimization and root cause techniques. Skilled at managing long-term quality goals and day-to-day organization. Talented at performing internal and external detail-oriented inspections and training employees for excellent service.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Quality Assurance Manager
Kaiser Permanente
San Diego, CA
01.2016 - 09.2018
- Lead and mentor a team of 7 analysts across multiple regions to meet and exceed previous annual individual performance scores.
- Utilize root cause analysis and educate and train staff throughout organization on core measures, process improvements and fallouts.
- Annually review, edit and create policies & procedures (P&P).
- Prepare concise and detailed reporting to communicate organizational metrics to internal and external stakeholders and customers.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Provided a thriving environment to allow team to learn and train outside of daily work to enhance skills for current or future positions.
Senior Quality Performance Analyst
Kaiser Permanente
San Diego, CA
02.2014 - 01.2016
- Analyzed data trends to identify any compliance or finding issues with audits and processes with operations, training teams and employees to increase accuracy for the betterment of the company, their members and business customers.
- Audited internal employee processing accuracy with remittance and billing reconciliation, manual and electronic member eligibility, call handling and other reviews as requested. All in multiple regions and systems/programs.
- Developed and successfully executed detailed and measurable pilot plans for multiple business-critical initiatives to improve data collection and aid in the creation of new processes or changes.
- Led and assisted in all key audit process improvements and process developments in a way to be openly praised ranging from Executive staff to entry level employees multiple times each year while in Quality Assurance.
Account Administrative Representative
Kaiser Permanente
San Diego, CA
02.2012 - 02.2014
- Processed 834 electronic eligibility as well as reconciliations files for multiple groups in multiple regions daily. Reported any eligibility and financial discrepancies to the group and sales managers as needed.
- Handled inbound and outbound calls to internal and external partners to validate data or assist with calls as needed.
- Assist and support Kaiser Permanente’s growth by being a liaison between management and labor by creating a cohesive environment and help create and implement efficient processes.
Universal Call Center Representative
USE Credit Union
San Diego, CA
01.2010 - 11.2010
- Resolved high call volume concerns with products or services to help with retention and drive sales with a "One and Done" mentality.
- Successfully implemented training idea to route specific calls to employees in training which was accepted to the call center training procedure.
Customer Sales and Service Representative
Wells Fargo
South San Francisco, CA
05.2007 - 04.2008
- Achieved gold level in production goals in first quarter as a banker.
- Train and lead team of tellers to quickly review and find opportunities to assist members and the bank.
Teller
Wells Fargo
South San Francisco, CA
10.2006 - 04.2007
- Became WOW! Program supervisor in first quarter as a teller which monitors and rates the customer service abilities of tellers.
- Promoted to a banker position after 11 months due to exceptional sales and service results.
Education
High School Diploma -
Patrick Henry High School
San Diego, CA 09.2002 - 06.2006
Skills
Micorsoft Excel and data analysis
Data collection and reporting
Knowledge of quality systems
Staff training and development
Policy and procedures reinforcement
Process improvement solutions
Timeline
Quality Assurance Manager
Kaiser Permanente
01.2016 - 09.2018
Senior Quality Performance Analyst
Kaiser Permanente
02.2014 - 01.2016
Account Administrative Representative
Kaiser Permanente
02.2012 - 02.2014
Universal Call Center Representative
USE Credit Union
01.2010 - 11.2010
Customer Sales and Service Representative
Wells Fargo
05.2007 - 04.2008
Teller
Wells Fargo
10.2006 - 04.2007
High School Diploma -
Patrick Henry High School
09.2002 - 06.2006