Nicole Hawthorne-Moore

My primary responsibility is managing the department's operational activities by establishing policies and procedures in a unit that assists passengers with boarding flights.

• Keep both company goals and customer expectations in mind when overseeing daily operations.
• Coach and provide career development to staff
• Correct non-compliant behavior and impose corrective action as required
• Understand corporate culture, policies, and goals, and take measures to implement these into daily work routines
• Manage operational activities of the department by establishing policies and procedures
• Managed team with varied duties, including supervisors and agents
• Administrative duties to include daily/weekly/monthly reports
• Responsible for staff scheduling to include work assignments/rotations, employee breaks, overtime assignments, and backup for absent employees

Supervised the Baggage Service Office at the airport to manage Baggage Service Agents and ensure effective communication with customers to assist them with their delayed, damaged, or pilfered baggage.
Empathetic and helpful to customers who have been separated from their belongings and must be resourceful when searching for valuable items or assisting a customer to replace his/her damaged items.

• Monitored team performance, enforcing compliance with corporate claims processes and procedures.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provide employee feedback and promote a positive work environment that fosters teamwork
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows

I supervised enrollment and intake staff. I was responsible for increasing the census by identifying appropriate PACE candidates, educating potential participants and caregivers about the PACE Program, completing intake signings, facilitating the pre-enrollment assessments, and finalizing enrollments. I worked closely with external stakeholders to ensure PACE eligibility was obtained.

Required compliance with stated and federal PACE regulations related to the role.

• Attended community events as needed
• Helped facilitate Medicaid Application process and gather pertinent documents to streamline Medicaid Eligibility
• Keyed FL2 in NC Tracks system for nursing home level of care before approval
• Trained and onboard enrollment and intake staff
• Conducted home safety assessments of potential enrollee's home
• Managed team of employees, overseeing hiring, training, and professional growth of employees
• Paid attention to detail while completing assignments

I coordinated information between patients and insurance companies clients. My job functions include patient pre-registration, pre-adjudication, and post-adjudication cash postings. I was expected to display strong customer service and communication skills to properly assist providers and patients with resolving medical claims.

• Follow up with insurance companies to investigate claim processing specifics, including denials.
• Appeal insurance's processing decision (verbally or written) to request reconsideration
• Review benefits with patients and obtain necessary authorizations
• Multitasks between various technologies, systems, tools, and resources to support departmental workflows
• Manage over 50 customer calls per day. Increase enrollment by 10%
• Resolved concerns with products or services to help with retention

Exceeded production goals in my assigned territories by enrolling individuals in appropriate Fidelis Care products. Understood and can effectively explain, communicate, recommend, and enroll individuals in the best product for their unique needs. In-depth knowledge of all Fidelis Care products, including “metal” products offered through the New York State of Health (NYSOH), Medicaid Managed Care, Child Health Plus, Medicare, MLTC, FIDA, and HARP. Ability to answer product feature and benefit questions; compare and contrast Fidelis Care products and provider network of competing plans in assigned territory.

• I have prepared thorough reports outlining plan performance.
• It developed and managed a book of business with 100+ clients
• Secured confidentiality of all employee information.
• Clarity questions about eligibility determinations and plan options.
• Collaborated effectively with sales, HR, and payroll representatives
• Processed enrollment paperwork and benefits forms