Rekha R
Gurgaon
Summary
Dynamic Quality Associate with expertise in complaint resolution and regulatory compliance at Baxter Innovations. Proven ability to enhance quality management systems and drive continuous improvement initiatives. Skilled in root cause analysis and effective communication, ensuring timely closure of complaints and fostering cross-functional teamwork. Committed to maintaining high standards in quality and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Prof 1 Quality Associate
Baxter Innovations and Business solutions
07.2023 - Current
- Effectively manage and process complaints, which includes performing daily tasks associated with processing complaint files across multiple product lines, which includes:
- Opening complaint records.
- Collecting necessary complaint information.
- Performing follow-up with the customer (written and verbal).
- Determining reportability of complaints.
- Evaluating complaints for need to investigate and coordinating sample retrieval.
- Responding to customer complaints (written and verbal).
- Timely closure of complaints, as per procedure.
- Effectively manage and process MDRs (Medical Device Reports) and more complex complaints under supervision.
- Effectively manage workflow, identifying and escalating issues.
- Baxter india pvt Ltd
PMS Analyst
Hcl Technologies
Chennai
01.2021 - 06.2023
- Opening complaint records.
- Collecting necessary complaint information.
- Performing follow-up with the customer (written and verbal).
- Determining reportability of complaints.
- Evaluating complaints for need to investigate and coordinating sample retrieval.
- Responding to customer complaints (written and verbal).
- Timely closure of complaints, as per procedure.
Email and chat support
Hexaware technologies
04.2020 - 08.2020
- Analyse the incoming email query and provided required support to place order.
- Raised refund and replacement request.
customer care support- e commerce
Indus valley
04.2018 - 12.2019
- Attended Incoming calls and resolved query regarding product.
- Raised refund and replacement request.
- Performed outgoing call to check on order status.
- Start up
AR caller
Vee Technologies
04.2017 - 02.2018
- Handled denial management for medical insurance claims.
- Performed outgoing call to check claim payment status.
- Collected reason for payment denial reason and resubmitted with required document.
- Analysed Explanation of benefits (EOB) and determined denial reason.
Medical coder
Visionary RCM
04.2015 - 09.2016
- Analysed patient medical records and coded accurately.
- Followed ICD 10 for coding.
- Maintained 100% quality to determine codes.
- Followed HIPPA.
Education
Bachelor - Biomedical Engineering
PSG College of Technology
Coimbatore04-2011
Skills
- Quality management systems (QMS) and ISO 13485
- Continuous improvement strategies
- Regulatory compliance and reporting
- Complaint resolution and handling
- Prioritization and multitasking skills
- Computer proficiency
- Cross-functional teamwork
- Critical thinking and problem-solving
- Independent work capability
- Attention to detail
- Root cause analysis techniques
- Effective communication skills
- Quality auditing processes
- FMEA analysis expertise
- CAPA management practices
- Quality enhancement initiatives
Personal Information
Title: Biomedical Engineer
Timeline
Prof 1 Quality Associate
Baxter Innovations and Business solutions
07.2023 - Current
PMS Analyst
Hcl Technologies
01.2021 - 06.2023
Email and chat support
Hexaware technologies
04.2020 - 08.2020
customer care support- e commerce
Indus valley
04.2018 - 12.2019
AR caller
Vee Technologies
04.2017 - 02.2018
Medical coder
Visionary RCM
04.2015 - 09.2016
Bachelor - Biomedical Engineering
PSG College of Technology