Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Volunteer
Shanika White

Shanika White

Sr. Quality Auditor
Windsor Mill,MD

Summary

Experienced Quality Auditor with well-honed analytical skills with regulatory compliance auditing experience for 10+ years. Solution-focused professional highly-regarded among peers and supervisors in the House Calls industry. Skilled auditor who works diligently with all levels of peers, management and external authorities. Adept at word, PowerPoint and excel with proficiency in ICBM.

Overview

20
20
years of professional experience

Work History

Quality Assurance Specialist

Optum
Columbia, MD
04.2014 - Current
  • Perform operational internal audits for compliance reviews.
  • Evaluate scheduling Coordinator's transactions to determine compliance with policies, plans and procedures established by Medicare and Medicaid focusing on regulations and guidelines.
  • Mentor new hires on how to develop call flow that works for them in conjunction with company standard's, mission and policies.
  • Assist with onboarding to interview potential candidates for Quality department to determine if individual(s) qualify for hire
  • Identified issues of non-compliance and elevated reports to senior personnel.
  • Reviewed work instructions and production strategies to verify compliance with established standards.
  • Completed timely quality reports highlighting deficiencies and recommending corrective actions.
  • Educated and oriented employees to improve compliance with quality control protocols.
  • Scheduled and executed 2,160 yearly audits.
  • Outlined recommendations for correcting deficiencies in call flow structure.

Clinical Admin Coordinator

Optum Healthcare
Elkridge, MD
12.2012 - 04.2014
  • Scheduled house calls visits for United Health group Medicare plan members
  • Due to expert knowledge acquired in that role, was given host of other projects and tasks to focus on
  • Promoted to team lead and created daily task for group of 8 coordinators that was assigned to be under direct supervision for direction on technical project
  • Lead survey team remotely from India, ensuring to capture satisfaction of health insurance members experience with House Calls visits
  • Assisted with training New hires for scheduling coordinator position
  • Maintained high-level knowledge of federal and company regulations on patient privacy.
  • Managed patient scheduling and rescheduling, directing related billing issues to member services.

Auto Insurance Rater

Chubb Insurance Company
Baltimore, MD
11.2007 - 10.2011
  • Calculated rates for Commercial auto insurance policies
  • Worked one on one with Underwriter to get best possible premium quoted for potential insured
  • In 2009 was asked to assist Quality Control team to review each policy quoted before it was sent out for binding to ensure there were no errors.
  • Analyzed policy information to build recommendations in order to reduce push backs
  • Maintained daily reports in relation to performance for each auto rater
  • Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Resolved problems, improved operations and provided exceptional service
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
  • Prepared variety of different written communications, reports and documents
  • Worked flexible hours across night, weekend and holiday shifts
  • Used Microsoft Word and other software tools to create documents and other communications
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record

Candidate Service Representative

Thomson Prometric
Baltimore, MD
05.2003 - 11.2007
  • Received inbound calls from candidates looking to obtain state license for various trades by scheduling individual to take state or federal exam at approved testing facilities.
  • In 2005, was promoted to Candidate Care department for escalations after 2 years of tenure as Candidate service representative.
  • Handled daily escalation calls for instances that occurred at testing facilities or payment issues from exams fees.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Accepted payments and updated accounts with latest information.
  • Maintained energy and enthusiasm in fast-paced environment
  • Offered friendly and efficient service to customers, handled challenging situations with ease

Education

No Degree - General Studies

University of MD Global Campus
Hyattsville, MD
12.2022

High School Diploma -

Mergenthaler Vocational Technical Highschool
Baltimore, MD
06.2002

Skills

  • Leader, Team player, Very Organized, dependable
  • Corrective Action Recommendations
  • Audit Preparation
  • Reliability and Integrity Improvement
  • Quality Control Data Analysis
  • Quality Standards Adherence
  • Effective and Professional Communication
  • Critical Thinking and Analysis
  • Schedule Management
  • Operational Support
  • Work and Task Scheduling
  • Duty Assignments
  • Worker Interviews
  • Quality Assessments
  • Presentation Delivery

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Quality Assurance Specialist

Optum
04.2014 - Current

Clinical Admin Coordinator

Optum Healthcare
12.2012 - 04.2014

Auto Insurance Rater

Chubb Insurance Company
11.2007 - 10.2011

Candidate Service Representative

Thomson Prometric
05.2003 - 11.2007

No Degree - General Studies

University of MD Global Campus

High School Diploma -

Mergenthaler Vocational Technical Highschool

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Shanika WhiteSr. Quality Auditor