Andrea Charlton
About Andrea Charlton
Andrea Charlton serves as the Chat Quality Assurance Lead at Medefy Health, where she designed and implemented quality control processes to ensure content accuracy and user satisfaction. With a background in healthcare and a degree in Biochemistry and Molecular Biology from Oklahoma State University, she has held various roles in the medical field, including Care Guide Team Lead and Certified Nursing Assistant.
Current Role at Medefy Health
Andrea Charlton currently serves as the Chat Quality Assurance Lead at Medefy Health, a position she has held since 2022. In this role, she designed and implemented quality control processes that focus on content accuracy and user satisfaction. She spearheaded the development of a quality control process for Medefy's chat-based service, ensuring high standards in customer interactions. Additionally, she collaborates with the training department to prepare chat agents to meet established quality standards.
Previous Experience at Medefy Health
Prior to her current position, Andrea worked at Medefy Health in various roles. She served as the Care Guide Team Lead from 2020 to 2022, where she was responsible for overseeing the care guide team. Additionally, she worked as a Benefits Navigation Specialist for five months in 2020. Her experience at Medefy Health contributed to her understanding of quality assurance in healthcare services.
Professional Background in Healthcare
Andrea has a solid background in healthcare, having worked as a Certified Nursing Assistant at Medical Staffing Network from 2017 to 2019 and at Total Medical Personnel Staffing from 2015 to 2017. She also gained experience as a Patient Care Technician at Hillcrest Healthcare System from 2014 to 2015. These roles provided her with hands-on experience in patient care and healthcare operations.
Education and Academic Credentials
Andrea studied at Oklahoma State University, where she earned a Bachelor of Science degree in Biochemistry and Molecular Biology. Her academic journey spanned from 2015 to 2018, equipping her with a strong foundation in the sciences that supports her work in healthcare quality assurance.
Quality Assurance Initiatives
In her current role, Andrea established metrics to objectively assess the quality of chat interactions. She provides continuous feedback to enhance service quality, ensuring that the chat-based services meet high standards. Her initiatives contribute to improving user satisfaction and the overall effectiveness of Medefy's communication channels.