Wendy Marlette
Folsom,CA
Summary
Experienced healthcare operations professional with a strong background in training, quality assurance, and clinical support within a managed care environment. Proven ability to deliver effective training programs, assess team performance, and ensure compliance with organizational and regulatory standards. Skilled in interpreting healthcare policies and procedures, collaborating with cross-functional teams, and supporting clinical workflows. Adept at identifying process improvements and implementing solutions that enhance efficiency and service quality. Highly organized, detail-oriented, and committed to driving excellence in healthcare delivery and member experience.
Overview
12
12
years of professional experience
Work History
Learning Facilitator
Blue Shield of CA
01.2015 - Current
- Design and deliver global training programs, including for offshore vendor teams, ensuring alignment with operational goals and performance objectives.
- Coach and guide trainee performance, providing constructive feedback and fostering continuous improvement.
- Assess and report learner competency and training outcomes.
- Develop process documentation and training materials to support new procedures and system updates.
- Identified areas in need of improvement and implemented solutions.
Quality Assurance Auditor
Blue Shield of CA
01.2017 - 01.2019
- Conducted production-level audits to ensure accuracy, compliance, and quality standards were met.
- Identified trends and root causes through detailed quality analysis, contributing to performance improvement strategies.
- Delivered targeted coaching based on audit findings to enhance team performance.
- Supported ongoing process improvement initiatives through data-driven insights.
Clinical Support Coordinator
Blue Shield of CA
02.2013 - 01.2015
- Acted as a liaison between medical facilities and internal teams to communicate service authorization decisions.
- Collaborated with nursing staff to review documentation and coordinate service approvals.
- Verified CPT code authorization status and processed service extensions as appropriate.
- Served as a preceptor for new hires, guiding onboarding and initial training.
Skills
- Independent work ethic
- Advanced in operational improvements and process optimization
- Time management
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Excellent communication and interpersonal skills
- Organizational leadership
- Multitasking Abilities
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Experienced with remote collaboration platforms (Webex, Zoom, Microsoft Teams)
Timeline
Quality Assurance Auditor
Blue Shield of CA
01.2017 - 01.2019
Learning Facilitator
Blue Shield of CA
01.2015 - Current
Clinical Support Coordinator
Blue Shield of CA
02.2013 - 01.2015
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