Nikki McBay

About Nikki McBay

I’m a healthcare operations leader who’s reliable, dedicated, and driven to make systems work smarter—for both staff and patients. I don’t just want to know what to do—I want to understand why it works. That mindset helps me retain knowledge, solve problems at the root, and train others with clarity and confidence.Most recently, I led a team of 28 at Microsoft as a Quality Documentation Manager, where we transformed medical recordings into EHR-compliant documents with precision and compliance at the forefront. We leveraged AI to improve documentation integrity and solve complex client issues through collaborative problem-solving and deep technical support.I bring hands-on experience with EHR systems like Cerner and Epic, backed by a strong foundation in health information technology and a Lean Six Sigma certification. Continuous improvement is part of my DNA—I’m always looking for ways to optimize workflows and exceed quality standards.I’ve earned a reputation for being tenacious, punctual, and empathetic—whether I’m leading a project or supporting a colleague. My Southern roots make me naturally personable, and my adaptability has been essential through years of change in the healthcare landscape.Ultimately, I’m passionate about building smooth, effective operations that allow clinicians to focus on what matters most: exceptional patient care.Let’s connect!

Experience

1. Quality Documentation Manager

   Microsoft

   Aug 2023 — Present

   I am a DAX Full Service SME, leading a team of 28 quality documentation administrators who, along with AI, turn recordings from medical providers into EHR ready documentations that adhere to strict quality and compliance standards. I review complex issues and resolve customer issues through problem solving, collaboration, and research. I assist with indepth product troubleshooting and remediation when needed. My team collaborates on cross-team and cross-product technical issues by working with resources as needed to provide customer satisfaction. I provide feedback to more senior engineers and coach my team as needed. I actively identify potential defects and escalate to more senior engineers as needed to resolve if my team cannot find a resolution themselves.

Education

• Western Governors University

  Bachelor of Science - BS, Health Information/Medical Records Administration/Administrator

• University of Arkansas - Pulaski Technical College

  Associate's degree, Health information technology

  2019 — 2020

• University of Arkansas Hope - Texarkana

  General Studies

  2017 — 2019

• Arkansas High School

  Diploma with Merit

  2003 — 2007