NICHELLE L. SMITH

• Delivered packages along assigned routes, following app-based instructions and customer delivery requirements.
• Scanned parcels accurately, maintaining real-time status updates and proof-of-delivery records.
• Loaded vehicles efficiently, organizing parcels for fast, accurate final-mile deliveries.

• Maintained consistent service quality by meeting delivery windows and protecting customer shipments.
• Followed safety procedures and regulations to protect packages and vehicles.
• Executed accurate same-day deliveries using mobile app instructions and optimized route navigation.

• Analyze data to identify potential process gaps, and opportunities for improvement in accuracy and consumer satisfaction
• Conducted investigations into claim inconsistencies, ensuring accurate payments and implementing corrective actions
• Mentored team members on claims analysis, denial resolution, and documentation best practices to enhance team knowledge and efficiency.

• Conducted risk assessments to identify vulnerabilities in protected health information handling.
• Maintained internal communications to build consumer trust and support operational transparency
• Audited access controls, documentation, and disclosure processes to ensure regulatory adherence.

• Recognized as a Star Award Recipient (2023) for excellence in consumer experience and compliance
• Acted as Subject Matter Expert (SME), supporting team training and mentoring to elevate case quality and productivity
• Conducted retroactive record reviews of claims and medical records, identifying potential fraud, waste, and abuse
• Managed complex appeals and grievance escalations, delivering clear and empathetic resolutions
• Partnered with leadership and external teams to identify trends and gaps, developing corrective action plans that improved satisfaction and reduced rework

• Provided first-line resolution for consumer billing and service issues, ensuring a positive experience through timely, informative support
• Collaborated with billing and claims teams to resolve coding discrepancies and payout
• Demonstrated consistent top-tier performance in call resolution and provider satisfaction metrics

• Coordinated efficient pickup and drop-off of groceries, retail orders, and household items.
• Communicated proactively with customers to confirm substitutions, drop-off details, and delivery timing.
• Inspected vehicle readiness, ensuring safe operation and compliance with traffic regulations.
• Managed multiple stops independently while preserving accuracy, organization, and punctuality.

• Upheld compliance with HIPAA regulations while managing confidential patient information during deliveries.
• Minimized errors in specimen handling by adhering to established guidelines for labeling, packaging, and temperature control requirements.
• Communicated professionally with clinics, laboratories, and pharmacies to support seamless delivery workflows.

• Aided in patient satisfaction programs and implemented education sessions to address current and previous cardiac concerns
• Oversaw training for new hires on quality standards, communication, and care best practices
• Partnered with medical providers to monitor patient feedback and introduce service improvements and update treatment plans

• Ensured temperature-controlled handling standards for sensitive medical items to maintain integrity and safety.
• Coordinated with healthcare professionals to streamline specimen pick-up and delivery processes.
• Provided guidance to staff members in their professional growth and development. in professional development and adherence to quality policies

HIPAA Awareness and Compliance

BBP Exposure Control

• Completed AP course in HIPAA Training
• Phlebotomy