Kierra Nolley
Gastonia,NC
Summary
Dynamic and leadership-driven Customer Service & Healthcare Operations Professional with 6+ years of experience supporting high-volume call environments, complex billing inquiries, insurance verification, and patient advocacy. Known for de-escalating difficult situations, coaching peers, strengthening team workflow, and delivering a superior customer experience. Skilled in building trust, driving performance, and improving service outcomes across cross-functional teams.
Overview
6
6
years of professional experience
Work History
Senior Reimbursement Specialist Lead
United BioSource
Gastonia, NC
03.2024 - Current
- Lead day-to-day call center operations, providing coaching, task delegation, performance support, and workflow management to the reimbursement team.
- Handle escalated patient billing issues, coverage disputes, and complex denials requiring advanced problem solving and empathetic communication.
- Conduct quality reviews, call monitoring, and feedback sessions to improve consistency, accuracy, and customer satisfaction.
- Assist supervisors with team metrics, reporting trends, and identifying training needs to strengthen overall department performance.
- Create training materials, process guides, and onboarding resources to support new hires and improve retention.
- Collaborate with cross-functional stakeholders to streamline processes and enhance the patient support experience.
Senior Reimbursement Specialist
United BioSource
Gastonia, NC
03.2023 - 03.2024
- Managed high-volume inbound calls regarding billing, reimbursement, insurance coverage questions, and patient account concerns.
- Resolved payment discrepancies by communicating with insurance companies, providers, and internal teams.
- Performed account investigations, documentation updates, and claim corrections to ensure accurate billing outcomes.
- Assisted with reporting trends in recurring denials or system issues to help prevent future errors.
- Delivered clear, empathetic guidance to patients navigating complex insurance processes.
- Supported peers with difficult calls, system navigation, and claim research.
Patient Access Consultant
Cencora (formerly AmerisourceBergen)
Gastonia, NC
03.2020 - 03.2023
- Assisted patients and healthcare providers with benefit verification, prior authorizations, and financial assistance programs.
- Maintained accurate patient information while ensuring compliance with HIPAA and payer regulations.
- Delivered high-quality service through strong communication and problem-solving skills.
- Supported daily operations to ensure timely access to prescribed therapies and treatments.
Education
Bachelor's Degree - undefined
Southern New Hampshire University
Manchester, NH01.2028
High School Diploma - undefined
01.2011
Skills
- Healthcare Reimbursement & Claims Processing
- Patient Access & Insurance Verification
- Denial Management & Resolution
- Leadership & Team Development
- Data Accuracy & Confidentiality
- HIPAA Compliance
- Customer Service Excellence
- Microsoft Office & CRM Systems
Timeline
Senior Reimbursement Specialist Lead
United BioSource
03.2024 - Current
Senior Reimbursement Specialist
United BioSource
03.2023 - 03.2024
Patient Access Consultant
Cencora (formerly AmerisourceBergen)
03.2020 - 03.2023
Bachelor's Degree - undefined
Southern New Hampshire University