Nicole B Williams
Nashville,TN
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Manager, Clinical Operations
Optum
08.2022 - 02.2025
- Assembled top-tier teams through strategic recruitment and onboarding processes.
- Enhanced team versatility through employee cross-training.
- Enhanced efficiency by overseeing day-to-day operations.
- Evaluated business performance to pinpoint areas for enhancement.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Coordinated and supervised tasks to enhance operational efficiency.
- Set growth targets for team members and advised on strategies to meet them.
- Delivered exceptional service levels, adhering to all compliance and regulatory requirements.
- Oversee daily functions while monitoring supervisory roles.
- Ensure quality, performance, productivity, and SLAs are met by the department.
- Motivated team members to enhance their work engagement.
- Completed various tasks promptly.
Supervisor Clinical Operations
NaviHealth Inc.
03.2019 - 08.2022
- Oversaw staff activities, implementing corrective measures for optimal performance.
- Leverage monthly dashboards and quarterly reports ensuring colleagues meet service levels and metric targets.
- Supervised daily colleague operations, ensuring service standards are met.
- Held weekly individual meetings with team members.
- Ensured compliance with health plan data integrity requirements, as well as CMS and NCQA guidelines.
- Coordinated daily tasks to ensure comprehensive phone, fax, and correspondence coverage.
- Conducted interviews to assess candidate qualifications.
- Trained and guided team members to maintain high productivity and performance metrics.
- Ensured colleagues adhere to daily performance metrics
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Eased team transitions and new employee orientation through effective training and development.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Supervised a team of 20 employees, ensuring seamless operational workflow.
Manager Of Placement And Assessment
American Addiction Centers
01.2015 - 11.2018
- Guaranteed prompt validation of insurance benefits before patient admission.
- Coordinate and manage the insurance verification queue efficiently.
- Conducted initial interviews and assessments.
- Updated essential program documentation regularly.
- Facilitated weekly team meetings.
- Guided team members through in-person and virtual training sessions.
- Made contact with insurance carriers to discuss their policies and individual patient benefits.
- Arranged single case agreements with healthcare providers.
- Created verification forms for medical and lab insurance verification
- Addressed customer questions via phone and email.
- Counsel potential clients on insurance coverage concerns
- Notified call center staff of insurance updates.
- Evaluated clients' financial responsibilities upon admission.
- Executed monthly one-on-one meetings.
Training Facilitator
American Addiction Centers
01.2015 - 11.2018
- Directed new employee onboarding process.
- Recognized instances where additional training was necessary.
- Conducted monthly training sessions outlining updates for call center staff.
- Directed and coordinated recruitment processes.
- Delivered on-site training programs to enhance employee skills across multiple facilities.
- Delivered high-standard training sessions maintaining regulatory compliance.
- Ensured consistent alignment with regulatory quality standards.
- Communicated feedback to management regarding student engagement.
- Identified areas in need of improvement and implemented solutions.
- Evaluated employee skill deficiencies to implement targeted training programs.
- Administered assessments before, during and after courses.
- Performed post-training analysis to uncover improvement opportunities.
- Facilitated cooperation with diverse departments to pinpoint skill gaps.
- Decreased transition-related issues.
- Led numerous workshops each year.
- Supported several team members each month to ensure development in key fields.
- Facilitated virtual, in-person and blended learning sessions.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
Education
Affiliate Broker License -
CLI
Nashville, TNAssociates Degree - Healthcare Management
Nashville State Community College
Nashville, TN2024
Skills
- Team Leadership
- Conflict resolution
- Remote Work
- Flexibility
- Strong Communication Skills
- Emotional Intelligence
- Critical Thinking
- Microsoft Office
- Time Management
- Salesforce
Community Involvement
- Susan G. Komen
- Hands on Nashville
- Mending Hearts
- Stand Up Nashville
Timeline
Manager, Clinical Operations
Optum
08.2022 - 02.2025
Supervisor Clinical Operations
NaviHealth Inc.
03.2019 - 08.2022
Manager Of Placement And Assessment
American Addiction Centers
01.2015 - 11.2018
Training Facilitator
American Addiction Centers
01.2015 - 11.2018
Associates Degree - Healthcare Management
Nashville State Community College
Affiliate Broker License -
CLI
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