Summary
Overview
Work History
Education
Skills
Timeline
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Marizione Ortiz

Marizione Ortiz

Quality Analyst
Marikina

Summary

Driven by a commitment to excellence, I leveraged audit processes and quality improvement skills at Cognizant Technology Solutions to enhance decision-making and operational efficiency. My leadership in root cause analysis and training implementation boosted productivity and team morale, showcasing my analytical prowess and ability to inspire. Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans, and scripts. Dedicated to analyzing and resolving defects.

Overview

12
12
years of professional experience

Work History

Quality Analyst/Healthcare Specialist

Cognizant Technology Solutions, CTS
03.2019 - 08.2024
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
  • Created and revised procedures, checklists and job aids to reduce errors.
  • Was part of the Self Pay Collections Team.
  • Did Inbound and Outbound call to patient offering payment plans,auto-payments and credit card payments for outstanding hospital bills
  • Was part of Third Party Liability Insurance Process. Did RCM analysis and End to End data Entry.
  • Did inbound and Outbound call to patient, insurance and attorney's office to check patient's auto-insurance, and worker's compensations claims.


Subject Matter Expert/Healthcare Customer Service Representative

Concentrix
04.2016 - 02.2019
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
  • Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
  • Boosted team morale and productivity through effective leadership and clear communication.
  • Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
  • Was part of Insurance/Benefits for Aetna Insurance. Did inbound calls for Benefits and claims inquiries.


Customer Service Representative

United Healthcare Group
03.2015 - 03.2016
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Was part of the Obama Healthcare Pioneer Team/Member Services.
  • Answered patient calls to help finding PCP in different hospitals.
  • Answered patient calls to help them set-up and purchase Obama Care insurance.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.

Healthcare Customer Service Representative

Convergys
09.2012 - 01.2016
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • I was part of insurance, benefits, claims and appeals department of Cigna Healthcare for Inbound calls from Providers or Healthcare Professionals.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.

Education

Bachelor in Communication - Research

Polytechnic University of The Philippines
Sta. Mesa, Manila
05.2012

Skills

    Quality Improvement

    Continuous Improvement

    Audit processes

    Quality processes

    Training implementation

Timeline

Quality Analyst/Healthcare Specialist

Cognizant Technology Solutions, CTS
03.2019 - 08.2024

Subject Matter Expert/Healthcare Customer Service Representative

Concentrix
04.2016 - 02.2019

Customer Service Representative

United Healthcare Group
03.2015 - 03.2016

Healthcare Customer Service Representative

Convergys
09.2012 - 01.2016

Bachelor in Communication - Research

Polytechnic University of The Philippines

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Marizione OrtizQuality Analyst