Summary
Overview
Work History
Education
Skills
Timeline

NICOLE POLA

Boston,MA

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

10
10
years of professional experience

Work History

Member Service Representative

Point32Health
06.2022 - 12.2022
  • Reviewed applications for insurance PHI, proper spelling, and correct plan information.
  • Handled over 193 routine and complex policyholders inquiries, regarding signature authorization, benefits, claims, and general assistance.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Triage Call Center Agent

Reliant Medical Group
12.2021 - 06.2022
  • Acted as patient advocate and liaison in coordinating healthcare services by partnering with care team (Nurses, Providers, and Medical Assistants).
  • Email correspondence to patient request. Verified insurance eligibility and coverage for patients.
  • Processed HIPP forms, referrals request, medical records, and medical clearance in patients chart using EPIC.
  • Automated processes to manage remote network.

Service to Armed Forces (SAF) Caseworker

American Red Cross
10.2021 - 04.2022
  • Accepted case from queue, determine command contact information. Document conversation then dispatch to queue for closure.
  • Maintained accurate, up-to-date client records for reliable reference and communications.
  • Provided other follow-up actions needed for completed and timely client service.

Patient Registration Specialist

Harbor Health Services, Inc., Geiger Gibson Community Health Center
06.2017 - 09.2021
  • Managed inbound calls and scheduled appointments for 8 health departments across 5 health center locations (90 providers in total).
  • Accurately inputted patient and insurance information into company's computer system using NextGen/ EPIC. Processed patient referrals, medical records, and verified HIPPA forms in EPIC.Coordinated PT -1 Transportation for patients.


Patient Care Representative

Commonwealth Collaborative Dental Hygiene Clinic
03.2013 - 10.2017
  • Organized hard copy files containing 10+ years of documentation.
  • Communicated with patients for scheduling, appointments and reminders.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.


Education

High School Diploma -

Charlestown High School, Charlestown, MA
06.2014

Skills

  • Project Management: Time management, problem solving, adaptability, strong work ethic
  • Computer: EPIC, NextGen, Microsoft Word

Timeline

Member Service Representative - Point32Health
06.2022 - 12.2022
Triage Call Center Agent - Reliant Medical Group
12.2021 - 06.2022
Service to Armed Forces (SAF) Caseworker - American Red Cross
10.2021 - 04.2022
Patient Registration Specialist - Harbor Health Services, Inc., Geiger Gibson Community Health Center
06.2017 - 09.2021
Patient Care Representative - Commonwealth Collaborative Dental Hygiene Clinic
03.2013 - 10.2017
Charlestown High School - High School Diploma,

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