Experienced healthcare and customer service professional with 10+ years in nursing, management, claims investigation, and technical support. Skilled in leading teams, resolving complex issues, and ensuring accurate documentation and regulatory compliance. Known for delivering empathetic care and exceptional service while driving operational efficiency and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Director of Nursing
Wallick Communities
06.2024 - 05.2025
Directed nursing operations, investigating patient incidents and assessing liability to ensure regulatory compliance.
Led and developed multidisciplinary teams, promoting communication, critical thinking, and a customer-focused approach to support effective claimant interactions.
Managed accurate documentation, reporting, and data analysis while collaborating with stakeholders to resolve complex issues and improve efficiency.
Health Information Operations Supervisor
Ciox, A Datavant Company
03.2023 - 01.2025
Supervised daily health information operations, ensuring accurate processing, investigation, and resolution of medical records requests while maintaining strict HIPAA compliance and regulatory standards.
Utilized digital systems and data analysis to optimize workflow, identify discrepancies, and improve accuracy and customer satisfaction in managing legal medical records release.
Mentored team members to develop problem-solving abilities, adaptability, and a customer-focused approach in handling sensitive health information and resolving complex inquiries.
Licensed Practical Nurse
Wallick Communities
01.2022 - 06.2024
Delivered compassionate bedside care, provided patient education, and maintained a high level of customer service while ensuring patient comfort and safety.
Managed medication administration accurately and timely, adhering to protocols and HIPAA regulations to maintain patient confidentiality and compliance.
Delegated tasks effectively to non-licensed staff, coordinated workflow, and utilized strong time management skills to prioritize patient needs and optimize unit efficiency.
Customer Service Representative Technician
Laboratory Corporation Of America
01.2020 - 04.2022
Acted as a liaison between Labcorp, customers, and patients by managing inquiries, clarifying requirements, and resolving routine requests with professionalism and adherence to protocol—demonstrating strong communication and customer-centric problem-solving skills essential for claims adjusting.
Utilized multiple databases to research and resolve complex issues, maintained accurate records including test form reviews, and ensured timely notification of test results, highlighting attention to detail, data accuracy, and investigative capabilities critical in claims investigation.
Provided administrative support for medical record management and CRM data maintenance while ensuring HIPAA compliance, illustrating meticulous documentation practices, confidentiality, and regulatory adherence important for managing sensitive claims information.
Operations Supervisor
Broadpath Healthcare Solutions
12.2019 - 02.2021
Oversaw daily pharmacy operations, ensuring compliance with regulatory standards and maintaining accurate inventory and medication dispensing processes.
Led and trained pharmacy staff to enhance efficiency, customer service quality, and adherence to safety protocols.
Managed administrative tasks including scheduling, reporting, and resolving operational issues to support smooth and effective pharmacy services.
Licensed Practical Nurse
Sequel Youth And Family Services
02.2017 - 10.2019
Conducted comprehensive patient intake assessments, including medical history, vital signs, and mental health screenings, to support individualized care planning.
Coordinated communication between patients, families, and interdisciplinary teams to ensure accurate information exchange and smooth admission processes.
Maintained detailed and confidential patient records in compliance with healthcare regulations, supporting quality care and regulatory standards.
Technician Customer Service Support Representative
Asurion Insurance Services
01.2015 - 12.2016
Delivered expert technical support and insurance replacement assistance to customers nationwide, including coverage review and identification of potential fraud or data breaches, showcasing strong investigative skills and attention to detail vital for claims assessment.
Troubleshot network, PC, and mobile device issues while maintaining professional, empathetic communication, demonstrating problem-solving abilities and a customer-centric approach essential for managing claimant interactions.
Maintained accurate customer records and updated profiles in CRM systems, adhering to company policies and regulatory requirements, highlighting meticulous documentation and compliance skills critical in claims processing.
Education
Technical Degree - Nursing
Gwinnett Institute
Orlando, Florida
07.2017
GED - undefined
West Area Adult School
Lakeland, Florida
10.2010
Bachelor of Science - Healthcare Administration
Western Governors University
Salt Lake City, UT
06-2026
Skills
Key Performance Indicators (KPIs)
Adaptability & Learning Agility
Medical Billing and Coding
Direct Marketing Campaigns
Task Delegation
EPIC EMR
Customer Relations
Policy Compliance
Team Leadership & Staff Development
Claims Investigation & Analysis
Technical Troubleshooting
Claims Investigation & Analysis
Licenses & Certifications
Notary Public — Ohio, Expires 2026
Chemical Dependency Counselor Assistant (CDCA) — Ohio, Expires March 2026
Licensed Practical Nurse (LPN) — Expires October 2026
Notary Public — Ohio, Expires December 2026
Insurance Adjuster (All Lines) — Florida
Timeline
Director of Nursing
Wallick Communities
06.2024 - 05.2025
Health Information Operations Supervisor
Ciox, A Datavant Company
03.2023 - 01.2025
Licensed Practical Nurse
Wallick Communities
01.2022 - 06.2024
Customer Service Representative Technician
Laboratory Corporation Of America
01.2020 - 04.2022
Operations Supervisor
Broadpath Healthcare Solutions
12.2019 - 02.2021
Licensed Practical Nurse
Sequel Youth And Family Services
02.2017 - 10.2019
Technician Customer Service Support Representative