Nicole Lay
Sardinia,OH
Summary
Passionate and dedicated professional with 10+ years working with and helping people; 5 of those years being in the field of health-care. Valuable team-player bringing active listening and problem-solving skills, as well as strong time-management skills and valuable multitasking skills. Knowledge in business as well as the field of biology where it is required to use critical thinking and problem solving skills in resolution.
Overview
7
7
years of professional experience
Work History
Customer Service Navigator
United Healthcare
02.2023 - Current
- Actively listens to members, handles concerns quickly and researches issues to acquire the most accurate information.
- Handles member inquiries with white-glove level service, providing beginning-to-end resolution.
- Answers member calls quickly building rapport and compassionately.
- Place calls to members to address gaps in health care, and discuss Next Best Actions listed on account.
Customer Service Advocate
United Healthcare
04.2022 - 02.2023
- Helped large volume of members every day with positive outlook and provided customer satisfaction.
- Addressed member concerns, demonstrated empathy, and resolved problems accurately.
- Learned and maintained in-depth understanding of plan information, providing knowledgeable responses to diverse questions.
- Maintained and managed customer files and databases.
Patient Access Representative
Mercy Health Hospital
06.2016 - 07.2018
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure and successfully dealt with difficult situations in the Emergency Department.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
Education
Bachelor of Science - Business
Capella University
Minneapolis, MN12.2023
Associate of Science - Biology
University of Cincinnati
Cincinnati, OH04.2020
Bachelor of Science - Biology
University of Cincinnati
Cincinnati, OH12.2024
Skills
- Advanced Proficiency in Microsoft Excel, Word, and PowerPoint
- Strong Multi-Tasking Skills
- Calm Under Pressure
- Clinical Documentation
- Problem Resolution
- Claim Investigations
- Organizational Skills
- Quick Learning
Accomplishments
- Received Most Valuable Person at a prior company for the month of February, 2020.
- Selected to assist with other lines of business within United Healthcare.
- Used my resourced to complete the Medicare and Retirement Level 3 becoming a Professional.
Hobbies
- Reading
- Researching
- Learning New Skills
- Home Improvement Projects
Timeline
Customer Service Navigator
United Healthcare
02.2023 - Current
Customer Service Advocate
United Healthcare
04.2022 - 02.2023
Patient Access Representative
Mercy Health Hospital
06.2016 - 07.2018
Bachelor of Science - Business
Capella University
Associate of Science - Biology
University of Cincinnati
Bachelor of Science - Biology
University of Cincinnati
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