Elina Mickle
Port Saint Lucie,FL
Summary
Skilled call center professional with a 6-year proven track record of driving team performance and delivering results from a supervisory and team-leadership position. Excels in fostering strong team collaboration, adapting to changing needs, and ensuring customer satisfaction, while managing high-volume environments, resolving complex issues, and implementing effective strategies. Known for reliability with a strong focus on achieving targets while ensuring HIPAA and Medicare compliance, and maintaining superior service quality. Skilled in coaching staff, driving performance metrics, and resolving complex escalations with a strong commitment to regulatory accuracy and patient confidentiality. Seeking to contribute extensive healthcare and contact center management expertise to a leadership or compliance-focused role.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Grievance Analyst
Convey Health Solutions
10.2024 - 04.2025
- Managed and resolved Medicare Part D grievance cases in full compliance with CMS and HIPAA regulations.
- Conducted detailed case investigations and maintained precise documentation to ensure timely and accurate resolutions.
- Collaborated cross-functionally to gather information and uphold strict regulatory and quality standards.
- Demonstrated expert knowledge of Medicare compliance and member rights.
Patient Care Technician (PCT)
HCA Lawnwood Regional
02.2022 - 06.2022
- Delivered high-quality patient care on the Progressive Care Unit, supporting nurses and clinical teams.
- Monitored patient status and maintained secure medical documentation in accordance with HIPAA standards.
- Contributed to improved patient satisfaction through empathy, communication, and attention to detail.
Remote Supervisor - COVID-19 Response Project
Maximus
01.2021 - 04.2021
- Supervised and coached a remote team of 14 call agents, driving performance through daily quality monitoring.
- Ensured compliance with public health protocols and privacy regulations.
- Delivered feedback and training to enhance service delivery, accuracy, and professionalism.
- Served as primary escalation point, resolving complex issues with empathy and efficiency.
Senior Call Center Supervisor
IVox Solutions LLC
03.2019 - 01.2021
- Directed daily operations for a high-volume call center, overseeing service quality, client satisfaction, and productivity.
- Led team coaching, performance evaluations, and compliance training, fostering excellence and accountability.
- Implemented HIPAA-compliant practices across all customer interactions and data handling processes.
- Developed motivational programs and recognition initiatives that boosted morale and retention.
- Managed client communications and performance reports, ensuring consistent service excellence.
Education
High School Diploma -
Indian River State College
Fort Pierce, FL12.2017
Skills
- HIPAA & CMS Regulatory Compliance
- Microsoft Office Suite, Teams, Zoom, Outlook
- CRM & Call Monitoring Systems
- Conflict Resolution & De-escalation
- Employee Coaching & Development
- Communication & Documentation Accuracy
- Remote Operations Management
- Quality and Process Improvement
- Time management
- Analytical thinking
- MS Excel
- Project management
Certification
- Health Insurance License
- BLS/CPR Certified – 2022-02
Core Competencies
- Call Center & Operations Management
- Team Leadership & Staff Development
- HIPAA Compliance & Confidentiality
- Medicare & CMS Regulations
- Quality Assurance & Performance Improvement
- Customer Experience Management
- Conflict Resolution & Escalation Management
- Training, Coaching & Mentoring
- Remote Workforce Supervision
- Reporting, Documentation & Process Optimization
Timeline
Grievance Analyst
Convey Health Solutions
10.2024 - 04.2025
Patient Care Technician (PCT)
HCA Lawnwood Regional
02.2022 - 06.2022
Remote Supervisor - COVID-19 Response Project
Maximus
01.2021 - 04.2021
Senior Call Center Supervisor
IVox Solutions LLC
03.2019 - 01.2021
High School Diploma -
Indian River State College
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