Talicia Nevels
Summary
Developed valuable skills in fast-paced operational environment, emphasizing team leadership and process optimization. Strong aptitude for problem-solving and strategic planning, consistently driving successful outcomes. Seeking to transition into new field, leveraging transferable skills to contribute to dynamic team environment.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Carenet Health
02.2024 - Current
- Serve as the main point of contact for high-priority provider and member escalations, ensuring timely research, documentation, and resolution across workflows.
- Lead provider-facing troubleshooting by coordinating with internal teams to investigate issues related to contract expectations and care interpretation.
- Manage daily operations for a remote healthcare support team, ensuring alignment with service-level agreements, accuracy benchmarks, and quality metrics.
- Conduct root-cause analysis on recurring provider issues; identify process gaps, reduce provider abrasion, and escalate trends to leadership with actionable recommendations.
- Build and maintain Excel-based reports (Pivot Tables, VLOOKUP, conditional formatting) to track escalations, performance trends, schedule adherence, and quality metrics.
- Use Salesforce, Epic, Athena, eClinicalWorks, Zendesk, JIRA, and payer portals to investigate cases, review activity, verify provider data, and ensure accurate provider communication.
- Facilitate provider education via documentation updates and internal training sessions to improve workflow clarity and reduce repeated provider inquiries.
- Oversaw daily operations to ensure efficient workflow and service delivery.
- Trained staff on operational procedures and best practices for quality assurance.
- Implemented process improvements that enhanced team productivity and reduced errors.
- Coordinated scheduling and resource allocation to optimize operational efficiency.
Customer Support Specialist
Verizon Wireless
- Resolved high-volume technical and billing escalations, maintaining top-tier customer satisfaction performance.
- Utilized CRM tools and Excel to track case accuracy, reduce resolution times, and improve visibility into operational bottlenecks.
- Coordinated cross-functional escalations with Finance, IT, and Network Operations, reinforcing collaborative problem-solving.
- Analyzed trend data to identify recurring issues and inform process improvement recommendations.
- Remote
Education
Master of Healthcare Administration - MHA
Louisiana State University
Shreveport, LABachelor of Science - Healthcare Management
University of Alabama At Birmingham
Birmingham, Alabama, ALSkills
- Excel (Pivot Tables, VLOOKUP, formulas); Salesforce; JIRA; Google Suite; Epic; Athena; eClinicalWorks; Zendesk; Mode (familiar); Optum platforms; SQL (beginner); Python (beginner); Power BI dashboards; provider claims review; documentation analysis; process improvement; quality audits
- Provider Engagement & Relationship Management
- Claims Research & Payment Investigation
- Payment Integrity & Compliance Awareness
- Root-Cause Analysis & Problem Solving
- Provider Education & Training
- Cross-Functional Collaboration
- Escalation Management
- Data Entry & Report Generation
- Multi-system Navigation
- Deadline-Driven Task Management
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
Certification
- Lean Six Sigma (Green Belt in progress)
- HIPAA Compliance & Healthcare Data Security Training (Carenet)
Timeline
Operations Supervisor
Carenet Health
02.2024 - Current
Customer Support Specialist
Verizon Wireless
Master of Healthcare Administration - MHA
Louisiana State University
Bachelor of Science - Healthcare Management
University of Alabama At Birmingham