Nichole Vogel
Goshen,MA
Summary
Dynamic leader with proven expertise in advocacy and customer service, honed at Elder Services of Berkshire County, Inc. Working to recruit, train, and supervise volunteers and enhancing program efficiency. Skilled in relationship building and computer savvy, adept at navigating complex regulatory environments to ensure compliance and champion resident rights.
Overview
17
17
years of professional experience
Work History
OMBUDSMAN PROGRAM MANAGER
Elder Services of Berkshire County, Inc.
Pittsfield, MA
07.2024 - Current
- Trained and Certified by State Ombudsman Program to oversee Ombudsman for 12 Long-Term Care Nursing Homes throughout Berkshire County
- Recruit, train, and supervise a team of ESBCI Ombudsman volunteers
- Provide Ombudsman staff and volunteers with ongoing mentorship and support through training and monthly volunteer meetings
- Regularly meet with ESBCI leadership about program challenges and act as a liaison between the agency and the State LTC Ombudsman office
- Provide ESBCI leadership with accurate and timely monthly reports regarding program numbers and related data
- Regularly monitor the area's long-term care and rest home facilities to ensure compliance with regulations and best practices
- Collaborate with Department of Public Health officials to highlight areas needing improvement during facility certifications and inspections
- Conduct thorough investigations of complaints referred by the State Long Term Care Ombudsman Office and report findings
- Provide enhanced oversight and advocacy at facilities under enforcement actions or other critical circumstances impacting resident care
- Participate in regular and ad hoc State meetings to align on strategies, share insights, and collaborate on program initiatives
- Lead informational sessions in facilities to educate staff and residents about the program and resident rights to promote understanding and compliance
- Raise general awareness about the program through community presentations, seminars, and distribution of informational materials
- Regularly update and refine program procedures to ensure consistency and efficiency for staff and volunteers
Transition - Relocation and Career
Self
Goshen, MA
10.2023 - 05.2024
ANCILLARY SALES SUPPORT/PROPOSAL SPECIALIST
Aetna/CVS Health
Atlanta, GA
06.2018 - 10.2023
- Managed customer inquiries, ensuring timely and accurate responses to support sales efforts
- Collaborated with various departments to ensure seamless delivery of ancillary services to clients
- Cultivated relationships both within and outside company
- Implemented New Sales for a smooth turnover to the Account Manager
- National Account for 1 year
- Southern Region Accounts for 3 years, (including DBO and Premium Waiver)
- Priority Accounts 2 years, (including DBO and Premium Waiver)
Transition - Family and Self Growth
Self
Cumming, GA
09.2016 - 05.2018
LONG-TERM DISABILITY SENIOR ABILITY ANALYST
The Hartford
Alpharetta, GA
03.2010 - 08.2016
- Conducted thorough review of medical records to determine eligibility for disability benefits
- Collaborated with medical professionals to assess functional limitations and vocational capabilities
- Utilized knowledge of disability laws to make fair and accurate benefit determinations
- Provided exceptional customer service by addressing inquiries and concerns regarding disability claims
- Mentored new and developing analysts
- Active participation within Diversity & Inclusion and VISION (employee engagement committee)
SHORT-TERM DISABILITY INTAKE ANALYST II
The Hartford
Alpharetta, GA
10.2007 - 02.2010
- Conducted thorough intake assessments to determine eligibility for short-term disability benefits
- Reviewed complex medical documentation to make accurate benefit determinations within strict timelines
- Collaborated with internal teams and external stakeholders to ensure timely claims processing
- Utilized strong communication skills to provide outstanding customer service and support to claimants
- Handled high call volumes, help line and tax unit questions
- Trained and Mentored new hires
- Substituted as Manager on Duty
Education
B.S. - FAMILY AND CONSUMER SCIENCE
Liberty University
Lynchburg, VA05.2001
Skills
- Customer Service
- Advocacy
- Communication
- Problem Solving
- Relationship Building
- Product Knowledge
- Time Management
- Attention to Detail
- Organization
- Computer Skills
References
- Angela (Angie) Tillotson, Aetna/CVS Health, Supervisor Ancillary Sales Support, 870-565-6156
- Michael Barski, Aetna/CVS Health, Ancillary Sales Rep, 770-542-9615
- Karolina Vereen, The Hartford/Bank of America, Colleague/Supervisor, 770-378-8499
Accomplishments
- 2 Standing Ovation Awards for Exemplary Customer Service
Timeline
OMBUDSMAN PROGRAM MANAGER
Elder Services of Berkshire County, Inc.
07.2024 - Current
Transition - Relocation and Career
Self
10.2023 - 05.2024
ANCILLARY SALES SUPPORT/PROPOSAL SPECIALIST
Aetna/CVS Health
06.2018 - 10.2023
Transition - Family and Self Growth
Self
09.2016 - 05.2018
LONG-TERM DISABILITY SENIOR ABILITY ANALYST
The Hartford
03.2010 - 08.2016
SHORT-TERM DISABILITY INTAKE ANALYST II
The Hartford
10.2007 - 02.2010
B.S. - FAMILY AND CONSUMER SCIENCE
Liberty University
Similar Profiles
Allison Nora JohnsonAllison Nora Johnson
Executive Assistant at Elder Services of Berkshire County, Inc.Executive Assistant at Elder Services of Berkshire County, Inc.
Samuel WhitakerSamuel Whitaker
Pesticide Applicator at Box Elder CountyPesticide Applicator at Box Elder County
Lynn MillerLynn Miller
Corrections Deputy at Box Elder County Sheriff's OfficeCorrections Deputy at Box Elder County Sheriff's Office