Hollie Dal Ponte
Russell
Summary
Dedicated healthcare professional skilled in building trust-based relationships and collaborating with interdisciplinary teams. Proven ability to enhance patient engagement and access to care, driving positive health outcomes. Eager to leverage expertise in behavioral health to support vulnerable populations facing complex challenges.
Overview
15
15
years of professional experience
Work History
Health Navigator
Main Street Rural Health
11.2024 - Current
- Develop supportive, trust-based relationships with patients to improve engagement in medical and preventative care services
- Assisted patients in overcoming barriers to healthcare access, treatment adherence, and scheduling, enhancing overall patient engagement
- Conducted patient outreach and follow-up calls to promote continuity of care, directly contributing to improved health outcomes
- Collaborate with providers and interdisciplinary healthcare teams to coordinate patient-centered care
- Supported vulnerable and high-risk patient populations through compassionate communication and resource coordination, fostering trust and improving care experiences
- Connect patients with community resources and supportive services to address social determinants of health
Rating Associate
EMC Insurance
09.2022 - 11.2024
- Maintained accurate and detailed records while reviewing, verifying, and processing policy information in compliance with organizational guidelines and deadlines
- Managed high-volume administrative workflows, ensuring accuracy and attention to detail while resolving issues efficiently
- Communicated with insurance agents and internal departments to obtain missing information and clarify documentation, facilitating timely resolution of account discrepancies
- Processed policy updates, renewals, and account changes while ensuring compliance with company standards and regulatory requirements
- Utilized multiple software systems and databases to enter, track, and maintain confidential client information
- Prioritized tasks effectively in a fast-paced environment, enhancing organizational efficiency and workflow management
Home Preservation Specialist
Wells Fargo
10.2019 - 09.2022
- Acted as primary contact for customers in financial hardship, guiding and educating them on available assistance options to navigate their situations effectively
- Facilitated financial recovery for individuals by identifying tailored repayment solutions and support programs based on their unique circumstances
- Demonstrated empathy, active listening, and strong communication skills while working with customers facing emotionally challenging situations
- Managed high-volume case management pipeline, tracking customer accounts from initial hardship review to final resolution, ensuring compliance with accuracy standards and facilitating positive outcomes
- Maintained detailed documentation and case records within multiple internal systems to ensure timely follow-up and accurate account management
Patient Experience Representative
The Iowa Clinic
05.2019 - 10.2019
- Coordinated patient registration, scheduling, insurance verification, and intake processes to enhance patient experience and streamline operations
- Assisted patients with forms, healthcare documentation, and navigation of clinic procedures to facilitate access to care and improve patient satisfaction
- Supported clinic flow and patient care coordination by effectively communicating appointment updates, delays, and scheduling changes to minimize patient wait times
- Demonstrated compassionate customer service and effective communication while assisting individuals with diverse medical and emotional needs
- Maintained strict HIPAA compliance and safeguarded confidential patient information in accordance with healthcare privacy regulations
- Acted as a primary point of contact for patients, families, and clinical staff within a fast-paced healthcare environment
Patient Experience Representative (Part-Time)
UnityPoint Health Urgent Care
10.2017 - 10.2019
- Acted as the primary point of contact for patients, families, and clinical staff within a fast-paced healthcare environment
- Coordinated patient registration, scheduling, insurance verification, and intake processes while ensuring accuracy and efficiency
- Assisted patients with forms and healthcare documentation, ensuring smooth navigation of clinic procedures and services
- Supported clinic flow and coordinated patient care by effectively communicating appointment updates, delays, and scheduling changes
- Delivered compassionate customer service and communicated effectively while assisting individuals with diverse medical and emotional needs
- Maintained strict HIPAA compliance and safeguarded confidential patient information in accordance with healthcare privacy regulations
Life & Disability Claims Specialist
Principal Financial Group
10.2018 - 03.2019
- Managed complex disability claims and coordinated case management from initial review to resolution, ensuring compliance with policy and regulatory guidelines to facilitate timely claim processing
- Reviewed and analyzed confidential medical, vocational, financial records, and eligibility information to support accurate claim determinations and mitigate potential disputes
- Collaborated with healthcare providers, rehabilitation professionals, legal teams, and internal departments to coordinate comprehensive case evaluations, enhancing continuity of care and service delivery
- Communicated claim decisions, benefit information, and next steps clearly and compassionately while assisting individuals navigating medical and financial hardships
- Maintained strict confidentiality and compliance with HIPAA, state regulations, and internal policy requirements when handling sensitive medical and personal information
Loan Servicing Specialist I
Wells Fargo
03.2016 - 10.2018
- Reviewed financial records and account activity to identify inconsistencies and procedural gaps, facilitating effective resolution pathways
- Researched and resolved complex account discrepancies and transaction issues while maintaining accuracy, compliance, and attention to detail
- Collaborated with Risk, Legal, Technology, and Customer Support teams to address escalated account concerns, enhancing overall service delivery
- Applied empathy and active listening to de-escalate situations for customers facing emotional and financial stress, improving customer experience
Order Selector
Hy-Vee Warehouse
07.2015 - 03.2016
- Ensured accuracy and efficiency in fast-paced warehouse operations, contributing to seamless order fulfillment
- Selected and organized products for efficient order fulfillment.
- Operated pallet jacks and forklifts to transport inventory.
- Inspected shipments for accuracy and quality before processing.
- Palletized health and beauty care (HBC) items for store distribution, ensuring timely delivery
Scheduler
Acute Care, Inc.
10.2012 - 07.2015
- Coordinated ER physician schedules across multiple hospitals to optimize coverage and meet patient care needs
- Ensured timely coverage and communicated scheduling updates to maintain operational efficiency
- Secured coverage for contracted emergency departments by contacting credentialed ER providers, enhancing service availability
- Assisted with on-call scheduling and coordinated urgent coverage during after-hours shifts
Operations Clerk III
Palmer Group
03.2012 - 10.2012
- Achieved high productivity and accuracy standards in document processing
- Facilitated banking operations by ensuring timely document accessibility
- Indexed mortgage documents for accurate electronic retrieval
Cashier
Kum & Go
10.2011 - 03.2012
- Delivered exceptional customer service in fast-paced retail environment
- Executed transactions with accuracy and speed
- Ensured store cleanliness and organization for optimal shopping experience
Education
Bachelor of Arts - Psychology, Family Studies
Grand View University
Des Moines, IA08-2026
Associate of Arts -
Indian Hills Community College
Ottumwa05-2024
Certified Nursing Assistant (CNA) -
Indian Hills Community College
Ottumwa, IA01-2015
High School Diploma -
Chariton High School
Chariton, IA05-2010
Skills
- Care coordination
- Social Determinants of Health (SDOH)
- Case Management Support
- Resource navigation
- Healthcare Compliance (HIPAA)
- EMR Systems & Documentation
- Time Management & Multitasking
- Customer Service & Communication
- Cultural Competency
Leadership Experience
Board Member
Almost Home Animal Rescue
- Coordinate fundraising events and community outreach efforts to increase public engagement and support rescue initiatives
- Contribute to grant writing, donor relations, and fundraising activities to support organizational growth and sustainability
- Advocate for animal welfare through volunteer leadership, community involvement, and shelter support initiatives
Timeline
Health Navigator
Main Street Rural Health
11.2024 - Current
Rating Associate
EMC Insurance
09.2022 - 11.2024
Home Preservation Specialist
Wells Fargo
10.2019 - 09.2022
Patient Experience Representative
The Iowa Clinic
05.2019 - 10.2019
Life & Disability Claims Specialist
Principal Financial Group
10.2018 - 03.2019
Patient Experience Representative (Part-Time)
UnityPoint Health Urgent Care
10.2017 - 10.2019
Loan Servicing Specialist I
Wells Fargo
03.2016 - 10.2018
Order Selector
Hy-Vee Warehouse
07.2015 - 03.2016
Scheduler
Acute Care, Inc.
10.2012 - 07.2015
Operations Clerk III
Palmer Group
03.2012 - 10.2012
Cashier
Kum & Go
10.2011 - 03.2012
Bachelor of Arts - Psychology, Family Studies
Grand View University
Associate of Arts -
Indian Hills Community College
Certified Nursing Assistant (CNA) -
Indian Hills Community College
High School Diploma -
Chariton High School