Nikki Clark

About Nikki Clark

Effective leader known for driving organizational improvements in health and insurance sectors. Lead others in best practices related to call centers, claims, and data loads. Oversee all aspects of revenue cycle management for a large healthcare system. Invest in project management skillsets modeling agility, flexibility, and focusing on quality and efficiencies that deliver and exceeds bottom line. Take on new challenges, solve high profile problems, and deliver consistent patient/customer care success. Proven ability to enhance operations efficiencies, increase customer satisfaction, and exceed performance targets.Passion for building and retaining high performing teams while creating cultures for individuals to learn and grow with company. Recognized for being trustworthy, approachable, and breaking down barriers for others to achieve success. Organized, data driven, and contribute to improvements for individuals, team, and company. CAREER KEY HIGHLIGHTS: ACCOUNT MANAGMENT: Lead for high profile account. Ensured member/customer satisfaction of EAP/Life Coaching program as main point of contact for major account with 10K members. OPERATIONS / CALL CENTER MANAGEMENT: Performed Quality Audits for staff, improving claims’ KPIs from 90% to 98% accuracy and increasing call center Audit scores from 48% to 96% in tone of voice, accuracy of information provided, and willingness to help. PROJECT MANAGEMENT: Acted as IT liaison of $1M project involving multiple platforms automating processes and resulted in eliminating 4 full- time employees.AREAS OF EXPERTISE: Project Management Strategic Planning Organizational Leadership Productivity Improvement Process Design ImplementationCONTACT INFO:EMAIL: N••••••••@gmail.com**Open to New Opportunities, please email me.**

Experience

1. Supervisor Manager

   Humana

   Jan 2020 — Present

   Manage team of 9 Consumer Operations Professionals for EAP claims, provider data load, and inbound health coaching line. Partner with Contracting team and EAP Clinical Triage to support strategic goals. Identify issues in team and provide continuous support to all members according to operating standards.• Acts as IT liaison of $1M project involving multiple platforms to automate processes, eliminating 4 full- time employees.• Oversee all aspects of revenue cycle management for a large healthcare system including billing, coding and payment posting.• Analyze data and key performance indicators to identify trends and areas for improvement.• Resolve high level complaints from members and providers that reached VP level, achieving a 99% satisfaction rate.• Develop and implement strategies to optimize call center performance and exceed customer satisfactions goals.• Proven ability to enhance operational efficiencies, increase customer satisfaction, and exceed performance targets.• Perform Quality Audits for staff, improving claims’ KPIs from 90% to 98% accuracy and increasing call center Audit scores from 48% to 96% in tone of voice, accuracy of information provided, and willingness to help.• Train staff and create training documents.

Education

• Arlington Medical Institute

  Diploma

Skills

• Strategic Planning
• Leadership
• Insurance
• Microsoft Excel
• Microsoft Office
• Team Building
• Management