Nikki Polk
La Vergne,TN
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Quality Incentive Consultant
Blue Cross Blue Shield of Tennessee
07.2022 - Current
- Collaborate with providers and office staff to define, strategize, and implement processes that drive quality scores.
- Liaise with providers, office management, and leadership teams to better understand provider needs and recommend appropriate solutions.
- Conduct regular reviews of quality scores, identify areas for improvement, and partner with providers and staff to implement processes.
- Develop and train providers on effective improvement plans in alignment with goals and specifications.
- Optimize customer experience by delivering superior services and effectively removing barriers to improvement.
- Cultivate positive relationships with providers resulting in engagement and improved performance.
Operational Oversight Analyst
Blue Cross Blue Shield of Tennessee
02.2016 - 07.2022
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
Clerical Support II
Galen Anytime
10.2020 - 07.2022
- Provided courteous and knowledgeable front desk and reception duties, cultivating positive customer relations.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Scheduled, coordinated and confirmed appointments.
- Completed all tasks in compliance with company policies and procedures.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Manager on Duty
Hamilton Family YMCA
10.2015 - 08.2021
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Special Project Coordinator
Blue Cross Blue Shield of Tennessee
03.2007 - 01.2015
- Identified opportunities for process improvement, developed workflow and step action plans, created monitoring and reporting measures, provided oversight and staff training
- Proactively facilitated team building exercises to promote relationship growth and increase employee morale
- Developed Employee Appreciation initiatives for Quality department
- Participated in project planning sessions to determine stakeholders and project timelines
- Developed focus audit tools to ensure quality standards are measured and achieved
- Coordinated Blue Care Plus Quality Committee resulting in organized reporting structure, integration of government standards, and development of reporting templates
- Developed Employee Newsletter honoring fellow coworkers across the division for their contributions to continued success.
Education
Bachelor of Science - Healthcare Administration
University of Phoenix
Tempe, AZ11-2011
Associate of Arts - Healthcare Administration
University of Phoenix
Tempe, AZ11-2009
Skills
- Verbal and written communication
- Integrity and honesty
- Operations analysis
- Process improvement
- Attention to detail
- Training and development
- Client relationships
- Problem-solving
- Project leadership
- Team collaboration
Certification
- Lean Six Sigma Green Belt Certification (LSSGB)
Timeline
Quality Incentive Consultant
Blue Cross Blue Shield of Tennessee
07.2022 - Current
Clerical Support II
Galen Anytime
10.2020 - 07.2022
Operational Oversight Analyst
Blue Cross Blue Shield of Tennessee
02.2016 - 07.2022
Manager on Duty
Hamilton Family YMCA
10.2015 - 08.2021
Special Project Coordinator
Blue Cross Blue Shield of Tennessee
03.2007 - 01.2015
- Lean Six Sigma Green Belt Certification (LSSGB)
Bachelor of Science - Healthcare Administration
University of Phoenix
Associate of Arts - Healthcare Administration
University of Phoenix
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