Microsoft Office Suite
Nicole Kennedy
Los Angeles,CA
Summary
Dynamic Program Manager with a proven track record at Polishing The Professional, excelling in decision-making and remote team management. Spearheaded program evaluations that enhanced performance and compliance, while fostering a culture of continuous improvement. Adept at event planning and execution, delivering impactful results through strong leadership and analytical skills.
Overview
16
16
years of professional experience
Work History
Program Manager
Polishing The Professional
10.2024 - 06.2025
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Interviewed over 25 potential client a day.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
Care Review Processor
Molina Healthcare
10.2024 - 03.2025
- Achieved accurate reimbursement rates from insurance companies by ensuring proper submission of necessary medical documentation for each case reviewed.
- Supported timely decision-making on case reviews by accurately maintaining case information within the database system.
- Promoted a culture of continuous improvement by actively participating in training sessions, workshops, and professional development opportunities related to care review processing.
- Expedited patient access to appropriate levels of care through careful evaluation of their needs based on medical documentation and provider recommendations.
- Conducted authorization requests and provider inquiries by phone, mail or fax to verify member eligibility and benefits.
- Audited and Approved 45 claims per day.
Customer Service Representative II
Molina Healthcare
08.2020 - 10.2024
- Deliver accurate claim information i.e. claim status including denial reason, paid date, and other important information.
- Assist providers with eligibility/enrollment status, claims authorizations, appeal and claim disputes.
- Investigate discrepancies with claim denials.
- Ensure HIPAA protocols are being met.
- Answer 50+ incoming calls with a desire to problem solve.
- Performed over 75 claim audits per day.
Home Health Care Provider
In Home Supportive Services
12.2009 - 01.2024
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted patients with coordinating benefits, including verifying insurance coverage, understanding coverage limitations, and navigating the insurance claims process.
- Collaborated with patients and their families to identify physicians within their insurance network, facilitating appointments and ensuring continuity of care.
- Arranged transportation for patients to medical appointments, ensuring they have reliable means of travel.
- Monitored medication schedules, ensuring timely administration and adherence to prescribed dosages.
- Managed over 30 clients over the cores of my time as a caregiver.
Census Field Supervisor
US Census Bureau
07.2020 - 11.2020
- Resolved escalated conflicts between enumerators and respondents through diplomatic negotiations or mediation as necessary, ensuring smooth operations within assigned territory.
- Streamlined team operations by developing and implementing efficient work schedules for census takers.
- Adhered to all federal, state, and local regulations governing census activities while supervising field teams, guaranteeing full compliance with legal requirements.
- Improved operational efficiency by creating progress reports on a regular basis, enabling effective decision-making regarding resource allocation and scheduling adjustments.
- Enhanced data accuracy by conducting thorough field address canvassing and updating the census database accordingly.
- Increase census participation by 10%.
Program Manager
Polishing The Professional
04.2010 - 06.2017
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Participated in vendor selection and management process for program initiatives.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Managed over 50 customer call per day.
Education
High School Diploma -
King/Drew Medical Magnet High School
Los Angeles, CA08-2002
Skills
- Decision-making
- Remote team management
- Team leadership
- Event planning and execution
Timeline
Program Manager
Polishing The Professional
10.2024 - 06.2025
Care Review Processor
Molina Healthcare
10.2024 - 03.2025
Customer Service Representative II
Molina Healthcare
08.2020 - 10.2024
Census Field Supervisor
US Census Bureau
07.2020 - 11.2020
Program Manager
Polishing The Professional
04.2010 - 06.2017
Home Health Care Provider
In Home Supportive Services
12.2009 - 01.2024
High School Diploma -
King/Drew Medical Magnet High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
CPR Certification
Accomplishments
Workforce Development & Program Leadership
- Directed statewide Ticket to Work (TTW) and Department of Rehabilitation (DOR) employment programs supporting 200+ adults annually with disabilities and barriers to employment.
- Secured a California State Train-the-Trainer Grant and delivered workshops that helped partner agencies boost job placements by 20% statewide.
- Built strategic partnerships with South Central, Westside, and Lanterman Regional Centers, aligning vocational pathways for youth and adults with disabilities.
- Managed multi-source budgets and government contracts, improving participant outcomes by 25% while maintaining full compliance with WIOA, SSA, and DOR standards.
- Facilitated candidate interviews and workforce development workshops across multiple WorkSource Centers, advancing employment readiness and placement outcomes.
- Launched youth career-readiness initiatives in partnership with King/Drew Medical Magnet High School and community-based organizations.
Operational Management & Compliance
- Oversaw fiscal operations, audits, and program compliance processes to ensure readiness for state and federal reviews.
- Designed and implemented standardized workflows that reduced claim-processing errors by 15% and increased data accuracy.
- Delivered compliance and onboarding training to new staff, ensuring adherence to HIPAA, CMS, and managed-care policies.
- Community Engagement & Partnership Building
- Partnered with regional centers, schools, and workforce alliances to expand access to employment and training for underserved populations.
- Actively contributed to workforce coalitions and re-entry partnerships supporting justice-involved and transitional youth in South Los Angeles.
- Advocated for inclusive hiring practices and equitable access across workforce and educational programs.
Leadership & Staff Development
- Supervised and mentored cross-functional teams of 10–15 employees, enhancing productivity and morale through targeted coaching.
- Conducted statewide Train-the-Trainer sessions empowering job-development staff to improve performance metrics and placement rates.
- Recognized by leadership for exemplary program management, operational efficiency, and innovation in service delivery.
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Google Workspace
CalJOBS / EDD Systems
DOR & TTW Data Systems
CRM Databases
Case Management Software
Claims Processing & Authorization Systems
Zoom
Microsoft Teams
Google Meet
Adobe Acrobat
Canva
Google Analytics
Survey Tools
OneDrive
Languages
English
Native or Bilingual
Interests
Workforce Development Innovation
Career Pathway Design
Community Empowerment
Inclusive Employment Initiatives
Program Development & Evaluation
Training & Facilitation
Public–Private Partnerships
Leadership & Mentorship
Data-Driven Decision Making
Health Equity & Social Impact