Betty Nicolas
New York,NY
Summary
Results-driven management professional with 10+ years of experience in quality control, customer service, and team leadership. Adept at leading high-performing teams, streamlining operations, and driving measurable improvements in performance, compliance, and client satisfaction.
Overview
12
12
years of professional experience
Work History
SCN Program Manager
Elite Learners
09.2025 - Current
- Coordinated delivery of benefits and services for Medicaid-eligible clients
- Developed individualized care plans and assessed social determinants of health.
- Act as a liaison between clients, health plans, and community resources to arrange services, including housing support, transportation, and food security programs
- Maintained documentation for compliance and reporting purposes.
- Coordinated comprehensive assessments of client needs and eligibility for Medicaid waiver services.
- Trained and mentored junior case managers in best practices for client advocacy and resource navigation.
- Managed caseloads efficiently by prioritizing tasks according to urgency while adhering to Medicaid guidelines.
- Reduced clients'' wait time for services by streamlining referral process and partnering closely with external agencies.
- Developed strong working relationships with service providers that led to improved coordination of care for clients.
- Assisted patients in accessing housing, financial assistance and other community resources.
- Facilitated communication between clients, healthcare providers, and community resources to optimize service delivery.
- Safeguarded sensitive client information by following strict confidentiality policies at all times.
- Conducted thorough assessments to determine eligibility for various Medicaid programs and benefits.
- Implemented time-saving strategies that resulted in increased productivity while maintaining a high level of service quality.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Partnered with local organizations to expand access to social and community services.
- Developed and implemented training programs for staff.
Quality Control Supervisor
Maximus Inc.
04.2016 - 10.2024
- Led quality control teams while improving operational efficiency and service accuracy.
- Conducted audit investigations and implemented corrective and preventive measures.
- Coached and evaluated staff performance to support team growth and improvement.
- Led recruitment processes including interviewing and candidate evaluations.
Team Leader
Maximus Inc.
05.2015 - 04.2016
- Trained and supervised teams of 10+ staff.
- Conducted call audits, coaching, and performance monitoring.
- Improved customer experience through problem-solving and escalation support.
Bilingual Customer Service Specialist
Maximus Inc.
04.2014 - 05.2015
- Delivered customer support in English and Haitian Creole.
- Translated documents and supported cross-cultural communication.
- Met call performance and customer satisfaction targets.
Education
High School Diploma - undefined
Frank H. Morrell High School
Irvington, NJMathematics
Bloomfield College
Bloomfield, NJSkills
- ISO Standards
- Regulatory Compliance
- Corrective Actions
- Performance Monitoring
- Training & Development
- Team Building
- Staff Supervision
- Quality Assurance
- Project Management
- Continuous Improvement
- Medicaid Social Care Network Program Management
LANGUAGES
Haitian Creole (Fluent)
Timeline
SCN Program Manager
Elite Learners
09.2025 - Current
Quality Control Supervisor
Maximus Inc.
04.2016 - 10.2024
Team Leader
Maximus Inc.
05.2015 - 04.2016
Bilingual Customer Service Specialist
Maximus Inc.
04.2014 - 05.2015
High School Diploma - undefined
Frank H. Morrell High School
Mathematics
Bloomfield College