Nicole Fox
Hilliard,OH
Summary
Detail-oriented professional with exceptional communication and project management skills, adept at navigating fast-paced environments while managing multiple tasks effectively. Recognized for a proactive approach to identifying and resolving issues, with a strong emphasis on process optimization and team support. Equipped with robust problem-solving abilities and a commitment to continuous learning, positioned to contribute significantly to team success and drive positive outcomes. Eager to embrace new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
13
13
years of professional experience
Work History
Member Experience Lead
Quantum Health
Columbus, Ohio
10.2018 - Current
- Handle day to day operations for team of 10-15 FTE including monitoring daily, weekly and monthly performance in various areas such as metrics, reliability and quality
- Review associate performance to identify training needs
- Enhance team performance and drive by connecting with each team member on a daily basis and conducting regular face-to-face check-ins on a monthly basis
- Foster a positive work environment through daily collaborative interactions
- Boost team morale by maintaining an open and upbeat office atmosphere
- Work with leadership to develop action plans for areas of opportunity across the team and communicate with client to keep up to date on needs and changes in policies and procedures
- Create onboarding agendas and resources needed to successfully cultivate new PSRs
- Reduce escalations by proactively identifying potential issues and implementing preventive measures accordingly.
- Engage clients in person, via email and over phone to answer questions and address complaints.
- Partner with our client team to research and find a resolution to escalated issues and complaints
- Restore member and client trust after resolving an escalated issue with transparency, accountability and a clear path forward to prevent the issue from recurring in the future
Team Lead
Quantum Health
Columbus, Ohio
04.2022 - 03.2025
- Assisted leadership with PSR onboarding, coaching and development including monthly check-in conversations and annual reviews
- Participated in crucial conversations to further develop my own skills in delivering coaching and performance management
- Handled escalated issues and supervisor requests from members and providers
- Partnered with CEG team to research and resolve escalated issues or complaints
Patient Service Representative
Quantum Health
Dublin, Ohio
08.2019 - Current
- Passionately educates and supports new hires in the Pod during onboarding, but participating in Pod chairsides, supporting with tasq’s, handling client escalations, and being a tenured resource for new hires
- Consistently ready to participate in stuffing envelopes and supporting the Pod by handling member and client escalations and offering to support Pod peers with tasq work they may need support with
- Consistently achieves higher than expectations with Quality feedback and attention to detail relative to member experience
- Leads by example in attitude by continuously demonstrating genuine passion and dedication to providing our members a great experience with each interaction
- Exemplifies the ability to prioritize tasks in order to meet deadlines while working on multiple items
Supervisor
ContactUS, LLC
Columbus, Ohio
11.2016 - Current
- Assist recruiting to identify qualified candidates by developing ideal applicant profile and interviewing applicants
- Partners with Workforce to optimize scheduling
- Maintains HIPAA and PCI compliant environment, training new hires and holds refresher training
- Help develop and maintain training material
- Manage day to day operations of 20 FTE; coaching, developing, administering disciplinary action, and support
- Maintain client relationship; handling requests, disseminating information and reporting, reach out for clarification on policies and procedures, stand as Subject Matter Expert on client’s business and the call center needs, and hold all client calls
- Manage metrics; real time adherence to ensure service levels are met, complete Quality Assurance evaluations to measure quality, and handle labor hours to meet budget goals
Veterinary Assistant
Healthy Pets of Rome Hilliard
Hilliard, Ohio
01.2014 - 08.2016
- Organized and implemented sales incentives for the sales associates that lead to a 30% increase in sales of preventative veterinary medicine
- Gathered preliminary health and behavior information from pet owners to prepare the vet for examination
- Served customers with all needs including grieving families
- Maintained end to end needs of all customers from beginning of appointment to follow up days after appointment
Education
Pre-Nursing -
The Ohio State University
Columbus, OH01-2010
General Studies - undefined
The University of Toledo
Toledo, OH01-2002
Skills
- Microsoft Office
- Microsoft Excel
- Telephony Systems (Avaya, CMS, Verint & AWS)
- HIPAA Compliance
Timeline
Team Lead
Quantum Health
04.2022 - 03.2025
Patient Service Representative
Quantum Health
08.2019 - Current
Member Experience Lead
Quantum Health
10.2018 - Current
Supervisor
ContactUS, LLC
11.2016 - Current
Veterinary Assistant
Healthy Pets of Rome Hilliard
01.2014 - 08.2016
General Studies - undefined
The University of Toledo
Pre-Nursing -
The Ohio State University