Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Lucia Nkem

Lucia Nkem

Dalllas,TX

Summary

Dedicated and detail-oriented healthcare Program Coordinator with a strong background in regulatory compliance, operations, and customer relationship management. Proven expertise in personnel leadership, resource management, and strategic decision-making to drive HR compliance initiatives

Overview

8
8
years of professional experience

Work History

Compliance Program Coordinator II

Cencora
10.2019 - Current
  • Support the Operations Program Manager in overseeing various project portfolios to enhance business operations.
  • Facilitate the onboarding process for 30 new employees, ensuring timely completion of all pre-employment forms within 72 hours.
  • Co-Lead in training 10 new program coordinators on the Program service Quality Assurance (PSQA) Project
  • Utilize Microsoft office/excel spreadsheet to communicate and monitor the status of mandatory training and onboarding activities for employees.
  • Manage email requests for quotes in shared mailbox, approve co-pay requests, and respond to employee inquiries through our system platform and web leads.
  • Provide administrative assistance, including answering general phone calls, welcoming inquires, managing documents, and overseeing asset management
  • Manage over 120 customer accounts utilizing various systems to track and audit program enrollment forms to ensure compliance is maintained.

Customer Service Representative

Inovalon
07.2018 - 08.2019
  • Successfully surveyed 40 customers daily to rate their satisfaction of client’s health and wellness benefits
  • ·Conducted 150 outbound and follow-up calls to complete Health and Wellness Assessments of members after their appointments, ensuring thorough post-appointment support.
  • Collected and tracked customer feedback/complaints into case management software.
  • Managed mailbox answering member inquiries by triaging and facilitating connections with vendors and their health insurance, ensuring a clear understanding of plan coverages and benefits.
  • Collaborated with sales partners to identify opportunities for product penetration within existing customer accounts, potential sales of ancillary products, and strategies to optimize patient membership.
  • Consistently maintained a 95% score on weekly quality assurance and performance goals, consistently exceeding target benchmarks.
  • Upheld strict adherence to all confidentiality and HIPAA requirements outlined within Inovalon's Operating Policies and Procedures for data security and privacy.

Human Resources Intern

HCA
06.2016 - 08.2016
  • Managed a high volume of 50 daily inbound and outbound calls, promptly addressing inquiries and facilitating HR
  • transactions.
  • Leveraged HCA policies to provide accurate responses to customer inquiries and maintain precise HR records.
  • Educated customers on benefits and expertly guided them through the enrollment process.
  • Successfully addressed intricate inquiries, proactively identifying knowledge gaps and documenting interactions.
  • Efficiently handled data in HR and payroll systems, ensuring data accuracy across various HR platforms.
  • Skillfully routed calls to the appropriate staff, contributing to effective customer service delivery.
  • Managed electronic personnel records, verifying employment and salary data for accuracy.

Research Assistant

Murray State University
08.2015 - 05.2016
  • Leveraged PowerPoint to create and present research and scholastic journal findings during conferences and professional development meeting
  • Presented scholarly articles and findings to annual conference
  • Assisted with over 52 scholarly research for academic publications
  • Analysed data to assist professors with various projects needs
  • Conducted academic quantitative and qualitative research using SPSS statistical software.
  • Scrutinized research data, trends, and errors by utilizing SPSS on a cross-national (50 states) database skilfully.
  • Led recruiting activities and seminars for graduate students increasing the rate of program’enrollement

Education

Ph.D. - Industrial And Organizational Psychology

The Chicago School of Professional Psychology
Chicago, IL
08.2024

Master of Arts - Public Administration

Murray State University
Murray, KY
12.2016

Bachelor of Science - Nursing

Murray State University
Murray, KY
05.2015

Bachelor of Science - Health Administration

Tennessee State University
Nashville, TN
05.2014

Skills

  • Regulatory compliance and mediation
  • Customer Relationship Management (CRM)
  • Regulatory Compliance
  • Certified Talent Assessor
  • Audit preparation and reporting
  • Project Management
  • Documentation
  • Negotiation
  • Customer Service & Sales
  • Labour Relations
  • Survey Programming & Qualtrics
  • Microsoft Office

Accomplishments

    Certifications
    Certified TalentClick Assessor (CTA), TalentClick Workforce Technologies Inc – October 2023

    Professional Affiliations

  • Society for Industrial and Organizational Psychology
  • Blacks in Industrial Organizational Psychology

Timeline

Compliance Program Coordinator II

Cencora
10.2019 - Current

Customer Service Representative

Inovalon
07.2018 - 08.2019

Human Resources Intern

HCA
06.2016 - 08.2016

Research Assistant

Murray State University
08.2015 - 05.2016

Ph.D. - Industrial And Organizational Psychology

The Chicago School of Professional Psychology

Master of Arts - Public Administration

Murray State University

Bachelor of Science - Nursing

Murray State University

Bachelor of Science - Health Administration

Tennessee State University

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Lucia Nkem