Nicole Nelson
Bountiful,UT
Summary
As Supervisor of the HMHI Contact Center, I lead a high-performing team through consistent coaching, clear communication, and engaging incentives. I implement weekly coaching sessions to review performance metrics and provide actionable feedback, ensuring continuous growth and development. Regular updates, scorecards, and fun reminders maintain transparency and foster unity. I introduced team challenges with rewards, significantly boosting morale and performance. These efforts contributed to the highest Better U survey scores for HMHI, reflecting improved team performance and patient satisfaction. By building strong relationships with clinics and service lines, I've reduced errors and enhanced patient care, creating a collaborative and patient-centered work environment.
Overview
19
19
years of professional experience
Work History
Supervisor, Patient Services
Huntsman Mental Health Institute
10.2021 - Current
- Supervises the department's daily operations, including staff interviewing, hiring, and training.
- Enforces the department's written standards of practice, policies, and procedures and initiates corrective action as necessary.
- Maintained our MIS and Call flow database systems to track and analyze operational data.
- Developed and maintained relationships within different departments of HMHI as well as the U of U Health System.
- Developed and implemented effective improvement processes for different HMHI Service Lines we support.
- Assisted in organizing and overseeing the creation of CRMS to drive operational excellence within our department.
- Established performance goals for employees and provided feedback during weekly coaching sessions.
Customer Advocate Specialist III
Huntsman Mental Health Institute
11.2020 - 10.2021
- Maintained up-to-date knowledge of our call flows and scheduling changes.
- Maintains excellent schedule adherence and QA standards.
- Assisted in new hire mentoring and onboarding by facilitating call observation and providing guidance and feedback.
- Fully participates in staff development meeting planning, preparation, and presentation to improve team participation and engagement in learning and department excellence.
Quality Assurance Analyst
HMHI- Univsery of Utah Health
01.2020 - 11.2020
- Supported HMHI Service line by evaluating and scoring agent calls based on developed call flows and processes.
- Developed effective improvement plans in alignment with goals and specifications.
- Gathered, organized, and input information into a digital database.
Customer Advocate Specialist I & II
Huntsman Mental Health Institute
02.2018 - 12.2019
- Enhanced patient satisfaction by promptly addressing concerns and providing effective scheduling solutions.
- Demonstrated exceptional dedication and adaptability in learning and using our MIS and call flows, thereby enhancing patient care by efficiently assisting with scheduling or messaging needs.
- Maintain an adherence rate of 92% and a QA rating of 92% in order to move into a CAS-2
- While as a CAS-2, I worked on our referrals by inputting referrals and calling patients to schedule.
- Trained new personnel regarding company operations, policies, and service lines.
Insurance Authorization Lead
Community Nursing Services
01.2016 - 01.2018
- Verified insurance coverage and obtained pre-authorizations for various levels of care.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Developed and maintained strong relationships with patients, providers, and other insurance companies.
- Researched denied claims and contacted insurance companies to resolve these issues.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Authorization Supervisor
West Coast Radiology
01.2014 - 01.2016
- Verified insurance coverage and obtained pre-authorizations for various levels of care.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Developed and maintained strong relationships with patients, providers, and other insurance companies
- Help oversee human resource activities such as interviewing, hiring, and training
Customer Service Manager
Michael's Craft Stores
01.2010 - 01.2014
- Delivered a customer-centric shopping experience by managing and delivering effective front-end operations and expectations
- Helped oversee human resource activities such as interviewing, hiring, training, and verifying payroll.
- Help support financial management with Purchasing and reviewing store budget and helped ensure we hit our daily sales goal.
- Maintain store recovery standards to deliver our Brand Promises.
- Directing and supervising employees engaged in sales, inventory-taking, and reconciling cash receipts
- Motivated employees to reach corporate standards
- Help organize and promote store events.
Store Manager
Claire's
01.2008 - 01.2010
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
Waitress
Disneyland Resort
06.2006 - 01.2008
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
Education
Associate of Science - Criminal Justice
Fullerton College
Fullerton, CA05-2009
High School Diploma -
Garden Grove High School
Garden Grove, CA2006
Skills
- Experience in High-Call Volume Call Center: Extensive experience managing and supervising teams in a fast-paced, high-call volume environment, ensuring efficient and effective service delivery
- Innovation & Continuous Improvement: Capable of driving innovation and fostering a culture of continuous improvement within teams Skilled in managing change and supporting teams in adapting to new processes and technologies
- Stakeholder Relationship Management: Strong ability to build and maintain relationships with internal and external stakeholders, collaborating across departments to align goals and improve service delivery
- HIPAA Guideline Knowledge: Comprehensive understanding of HIPAA guidelines, ensuring that all interactions and processes comply with legal and ethical standards
- Mental Health & Medical Terminology: Strong knowledge of mental health, medical terminology, medications, and diagnoses, enabling effective communication and support for both callers and team members
- EPIC & CRM Software Proficiency: Proficient in using EPIC and CRM software systems to manage patient information, streamline workflows, and enhance service quality
Timeline
Supervisor, Patient Services
Huntsman Mental Health Institute
10.2021 - Current
Customer Advocate Specialist III
Huntsman Mental Health Institute
11.2020 - 10.2021
Quality Assurance Analyst
HMHI- Univsery of Utah Health
01.2020 - 11.2020
Customer Advocate Specialist I & II
Huntsman Mental Health Institute
02.2018 - 12.2019
Insurance Authorization Lead
Community Nursing Services
01.2016 - 01.2018
Authorization Supervisor
West Coast Radiology
01.2014 - 01.2016
Customer Service Manager
Michael's Craft Stores
01.2010 - 01.2014
Store Manager
Claire's
01.2008 - 01.2010
Waitress
Disneyland Resort
06.2006 - 01.2008
Associate of Science - Criminal Justice
Fullerton College
High School Diploma -
Garden Grove High School
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