Holly Nokleby
Chico
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Experience in different health care professions results in achieving high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives.
Overview
8
8
years of professional experience
Work History
Tier 2 Elite Benefit Advocate
United Healthcare
09.2021 - Current
- Provided excellent customer service skills to members through phone, chat and e-mail interactions.
- Provided quick and accurate answers to questions about benefits and coverage according to their group plan.
- Intervened with care providers on behalf of members to assist with appointments, checking network status, connecting to an internal billing specials, or helping with claim details.
- Research complex claim issues across multiple databases and works with support resources to resolve member issues.
- Collaborating with other departments to resolve member issues and connecting members to their dedicated team agents.
- Implemented wellness initiatives that contributed to a healthier workforce and reduced absenteeism rates.
- Met and exceed performance goals on a monthly basis that are established for the position.
- Provided benefit education and status on pre-determination requests.
- Provided ongoing support to employees experiencing life changes that impacted their benefit eligibility or coverage needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Tier 1 Benefit Advocate
United Healthcare
09.2019 - 09.2021
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Assisted employees in navigating complex healthcare systems, ensuring timely access to necessary care and services.
Logistics Support Agent
Milestone Technologies
09.2017 - 09.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and delivery issues.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
- Coordinated with freight forwarder to provide vendor shipping details and obtain shipping updates.
Medical Assistant
Enloe Digestive Diseases Clinic
02.2017 - 09.2017
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Processed insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
Education
General Education
Butte College
Oroville, CASkills
- HIPAA Regulation Adherence
- Effective Call Management
- Customer Engagement via Live Chat
- Information Gathering
- Strong Understanding of Medical Vocabulary
- Customer service
Timeline
Tier 2 Elite Benefit Advocate
United Healthcare
09.2021 - Current
Tier 1 Benefit Advocate
United Healthcare
09.2019 - 09.2021
Logistics Support Agent
Milestone Technologies
09.2017 - 09.2019
Medical Assistant
Enloe Digestive Diseases Clinic
02.2017 - 09.2017
General Education
Butte College
Similar Profiles
Tracy OlsonTracy Olson
Senior Data Analyst at United HealthcareSenior Data Analyst at United Healthcare
Justin HopperJustin Hopper
Product Advisor at United HealthcareProduct Advisor at United Healthcare
Katelyn RamacherKatelyn Ramacher
Sales Development Agent at United HealthcareSales Development Agent at United Healthcare