Kelly Nicholls
Jacksonville,FL
Summary
Dynamic, results-driven team leader with over 18 years of experience in the customer service industry, specializing in exceptional service delivery within fast-paced, high-stress environments. A steadfast commitment to quality and adherence to policies maximizes productivity and consistently achieves performance objectives. Proven expertise in optimizing workflows enhances operational efficiency and drives team success while fostering a collaborative work culture that empowers team members and aligns with organizational goals. Recognized for a strategic approach that effectively balances customer satisfaction with business outcomes, ensuring sustainable growth and excellence in service delivery.
Overview
9
9
years of professional experience
Work History
Remote - Team Lead Medical Services Coordinator
One Call
10.2016 - 08.2025
- Managed approximately 60-80 referrals received via phone/e-mail/chat per day from providers, payers and Sales Team.
- Coordinated patient scheduling for all workers comp appointments encompassing diagnostics, physical therapy, delivery of DME services and transportation/language requests.
- Accurately entered data into databases from various referral sources.
- Verified workers comp insurance information and authorization status of workers comp claim to ensure accurate billing and reimbursement.
- Collaborated with healthcare providers to ensure seamless coordination of patient care.
- Maintained electronic health records and ensured confidentiality of patient information by remaining HIPPA compliant.
- Provided exceptional customer service by addressing inquiries and concerns from injured workers, providers and payers via phone/e-mail/chat.
- Performed daily administrative duties that were not limited to - daily SL monitoring and reporting to include attendance, scheduled adherence, KPI's and scorecards.
- Implemented process improvements resulting in increased efficiency across project timelines.
Seasonal Remote - Data Entry Agent
Conduent
01.2024 - 02.2024
- Accurately entered data into databases from various sources.
- Ensured data integrity through regular audits and cross-referencing with source documents.
- Reviewed data for deficiencies or errors, correcting any incompatibilities and checking output.
- Researched and obtained further information for incomplete documents.
- Maintained electronic health records and ensured confidentiality of patient information by remaining HIPPA complaint.
- Processed large volumes of data ranging from 50-60 files a day with high accuracy using advanced data entry software.
Education
High School -
Sandalwood High School
Jacksonville, FL05.2004
Skills
Microsoft Office
Team Lead
Attention to Detail
Customer Service
Quality Assurance
Data Entry
HIPAA
Remote Work
Medical Scheduling
Medical Terminology
Timeline
Seasonal Remote - Data Entry Agent
Conduent
01.2024 - 02.2024
Remote - Team Lead Medical Services Coordinator
One Call
10.2016 - 08.2025
High School -
Sandalwood High School