Holly Zerby
Sparta,TN
Summary
Results-driven professional with over two decades of experience spanning project management and operations leadership. With a focus on customer service and member account management. Known for advocating for members and enhancing operational efficiency.
Overview
2027
2027
years of professional experience
Work History
Member Service Associate
Included Health (Medix Inc.)
Tennessee (Remote)
09.2025 - 04.2026
- Assisted members with inquiries regarding health services and benefits information including claims, billing, prior approvals & denials, in-network providers, healthcare screenings.
- Provided support in scheduling appointments and managing member communications effectively.
- Maintained accurate records of member interactions and service requests within internal systems.
- Handled sensitive situations with discretion, protecting member privacy while resolving conflicts swiftly.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Member Care Advocate
Regence Blue Cross Blue Shield Of OR
Medford, OR
09.2015 - 01.2024
- Advocated for members, addressing inquiries and facilitating access to healthcare services.
- Developed and maintained strong relationships with providers to ensure coordinated care delivery.
- Implemented process improvements, enhancing efficiency in claims resolution and member support.
- Monitored compliance with regulatory standards, ensuring adherence to best practices in care advocacy.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements with regards to claims, billing, policy changes, admissions, prior approvals & denials.
Office Manager
Katana Parcel & Logistics, Inc.
Medford, OR
07.2007 - 07.2008
- Streamlined office operations by implementing efficient scheduling and resource allocation processes.
- Coordinated communication between departments to ensure timely project completion and enhance collaboration.
- Managed vendor relationships, negotiating contracts to optimize service delivery and reduce costs.
- Developed training materials for new hires, fostering a culture of continuous improvement and knowledge sharing.
- Oversaw inventory management, ensuring accurate tracking of supplies and minimizing waste through strategic sourcing.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
Project Manager
Various
Seattle, WA
1995 - 2008
- Led cross-functional teams to deliver projects on time and within budget.
- Developed project plans, timelines, and resource allocation strategies to ensure alignment with objectives.
- Managed stakeholder communication, providing regular updates and addressing concerns promptly.
- Implemented risk management processes to identify potential issues and mitigate impacts on project outcomes.
- Facilitated project meetings to foster collaboration, track progress, and resolve challenges efficiently.
- Streamlined workflows by introducing process improvements that increased overall efficiency and productivity.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
Education
Associate of Science - Business Administration
University of Washington
Seattle, WANo Degree - Business Administration
Bellevue Community College
Bellevue, WASkills
- Customer service
- Project Management
- Data Analysis
- Office & Staff Management
- Process Improvement & Efficiency
- Quality Assurance (ISO 9001 Certified)
- Patience and composure
- Data entry proficiency
- Member account management
Timeline
Member Service Associate
Included Health (Medix Inc.)
09.2025 - 04.2026
Member Care Advocate
Regence Blue Cross Blue Shield Of OR
09.2015 - 01.2024
Office Manager
Katana Parcel & Logistics, Inc.
07.2007 - 07.2008
Project Manager
Various
1995 - 2008
Associate of Science - Business Administration
University of Washington
No Degree - Business Administration
Bellevue Community College