Nica Luzelle Polendey
Henderson,NV
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Preceptor
Aetna, A CVS Health
02.2023 - Current
- Collaborated with other preceptors and instructors to enhance student experience.
- Volunteered personal instruction and training to medical students through job shadowing and professional development.
- Promoted student growth by providing consistent feedback on assignments and assessments.
- Oversaw work of nursing student technicians and externs to educate on proper procedures and how to prioritize care tasks.
- Continuously refined curriculum materials based on feedback from students, colleagues, administrators, and educational experts to ensure optimal effectiveness in content delivery.
Pre-Certification Coordinator
Aetna, A CVS Health
01.2023 - Current
- Coordinated closely with clinical staff to ensure that necessary medical tests were conducted prior to submitting pre-certification requests.
- Reduced workflow bottlenecks by prioritizing tasks based on urgency and importance while managing multiple competing demands effectively.
- Provided exceptional customer service by promptly addressing patient inquiries regarding their pre-certification status and facilitating resolution of any issues.
- Safeguarded sensitive patient information by adhering strictly to HIPAA regulations when handling documents relating to pre certifications.
- Assisted patients in understanding their coverage options and navigating the complexities of the healthcare system during the pre-certification process.
- Streamlined pre-certification processes by implementing a comprehensive tracking system for patient information and documentation.
- Managed a high volume of cases simultaneously while maintaining strict attention to detail and adherence to deadlines.
- Conducted thorough reviews of patient records to identify any missing or incomplete information, resulting in fewer denials from insurance companies.
- Maintained up-to-date knowledge of insurance policies and regulations, enabling accurate and efficient pre-certification submissions.
Patient Care Coordinator
Quest Diagnostics
06.2021 - 02.2023
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
Barista Trainer
Starbucks
01.2019 - 01.2021
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Provided ongoing feedback to trainees on their progress, offering constructive criticism when necessary while celebrating achievements regularly.
- Taught proper procedures and strategies for success to new employees.
- Trained new employees in groups and in one-on-one scenarios.
Barista
Starbucks
01.2016 - 01.2021
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
Certified Nurse Assistant
Hale Nani Rehabilitation & Nursing Center
12.2017 - 01.2019
- Assisted patients during meal times, ensuring they received proper nutrition according to specific dietary requirements.
- Maintained accurate records of vital signs, fluid intake, and output for effective patient monitoring.
- Enhanced patient care by providing daily assistance with bathing, dressing, and grooming.
- Improved patient comfort by repositioning and transferring them on a regular basis.
- Strengthened continuity of care by meticulously updating electronic health records in accordance with HIPAA regulations.
- Collaborated with nursing staff to promptly address any concerns or emergencies, prioritizing patient safety and well-being at all times.
Education
Associate of Science in Health Care Administration -
PIMA Medical Institute
Las Vegas, NV05.2024
High School Diploma -
Waipahu High School
Waipahu, HI05.2017
Skills
- Mentoring
- Team Player
- Cash Handling
- HIPAA Compliance
- Critical Thinking Skills
- Organizational Skills
- Appointment Scheduling
- Customer Service
- Problem-solving abilities
- Active Listening
- Data Entry
- Call Center Customer Service
- Inbound phone calls
- Call Center Operations
- Communicating with clients
Accomplishments
- Hawaii State Federal Credit Union BLC Job Shadow (2016)
- First Hawaiian Bank; Everfi MyMoney Program (2016)
- HawaiiUSA Federal Credit Union’s Student Operated (2016)
- WHS Business Learning Center Academic and Professionalism (2016)
Timeline
Preceptor
Aetna, A CVS Health
02.2023 - Current
Pre-Certification Coordinator
Aetna, A CVS Health
01.2023 - Current
Patient Care Coordinator
Quest Diagnostics
06.2021 - 02.2023
Barista Trainer
Starbucks
01.2019 - 01.2021
Certified Nurse Assistant
Hale Nani Rehabilitation & Nursing Center
12.2017 - 01.2019
Barista
Starbucks
01.2016 - 01.2021
Associate of Science in Health Care Administration -
PIMA Medical Institute
High School Diploma -
Waipahu High School
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