Joslyn Nelson
Ignacio,CO
Summary
Dynamic and results-driven professional with extensive experience at Aetna CVS/Caremark Health, excelling in member advocacy and regulatory compliance. Proven ability to build trusting relationships while effectively managing electronic records and ensuring HIPAA compliance. Recognized for strong problem-solving skills and a commitment to quality assurance in care coordination.
Overview
24
24
years of professional experience
Work History
Sr. Service Advocate
Aetna CVS/Caremark Health
Ignacio, CO
11.2020 - 12.2024
- Use probing techniques and other consultative techniques to gather comprehensive information about a member’s medical, functional, cognitive, psychosocial, and mental health needs.
- Accountable to the highest level of compliance.
- Advocating for the member by connecting members with urgent needs to the appropriate Aetna team.
- Building a trusting relationship with the member by engaging the member in meaningful and relevant conversation, prior to and during the assessment.
- Accurately and consistently documents each call in the member’s electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements.
- Protects the confidentiality of member information and adheres to company policies regarding privacy and HIPAA.
- Building strong relationships with peers.
- Demonstrates an outgoing, enthusiastic, and caring presence over the telephone.
- Strong organizational skills, including effective verbal and written communication skills.
Caregiver – Personal Assistant
Caregiver for Nancy Nelson
Denver, CO
08.2013 - 02.2020
- Preparing meals and shopping for groceries and other essentials.
- Assisted with daily tasks, hygiene and medication.
- Helped Nancy to remain in her own residence as long as possible.
- Home maintenance and housekeeping.
Emergency Medical Dispatcher
American Medical Response
Denver, CO
06.2008 - 01.2013
- Performed all duties in a safe, courteous, confidential and professional manner.
- Respond to calls for emergency and non-emergency assistance and dispatch appropriate ambulance response.
- Determine nature of call, location and maintain communication with caller to give first aid instruction if necessary.
- Maintain communication with dispatched units to monitor their response.
Emergency Medical Dispatcher
Rural Metro Ambulance
Aurora, CO
08.2004 - 01.2008
- Performed all duties in a safe, courteous, confidential and professional manner.
- Respond to calls for emergency and non-emergency assistance and dispatch appropriate ambulance response.
- Determine nature of call, location and maintain communication with caller to give first aid instruction if necessary.
- Maintain communication with dispatched units to monitor their response.
- Trained new dispatchers and call auditing for EMD protocol compliance.
Emergency Medical Dispatcher
Rural Metro Ambulance
Aurora, CO
09.2000 - 08.2003
- Performed all duties in a safe, courteous, confidential and professional manner.
- Respond to calls for emergency and non-emergency assistance and dispatch appropriate ambulance response.
- Determine nature of call, location and maintain communication with caller to give first aid instruction if necessary.
- Maintain communication with dispatched units to monitor their response.
- Trained new dispatchers and call auditing for EMD protocol compliance.
Education
GED -
Colorado Dept. of Education
Denver, CO09-2002
Skills
- Regulatory compliance
- Electronic record management
- Member advocacy
- Needs assessment
- HIPAA compliance
- Effective communication
- Relationship building
- Customer service
- Problem solving
- Organizational skills
- Confidentiality protection
- Quality assurance
- Team collaboration
- Professionalism
- Care coordination
- Documentation skills
Timeline
Sr. Service Advocate
Aetna CVS/Caremark Health
11.2020 - 12.2024
Caregiver – Personal Assistant
Caregiver for Nancy Nelson
08.2013 - 02.2020
Emergency Medical Dispatcher
American Medical Response
06.2008 - 01.2013
Emergency Medical Dispatcher
Rural Metro Ambulance
08.2004 - 01.2008
Emergency Medical Dispatcher
Rural Metro Ambulance
09.2000 - 08.2003
GED -
Colorado Dept. of Education
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