Carly Nickel Email & Phone Number

Vancouver, Bc, Ca

Delta, Bc, Ca

• Oversee a remote team of 2 supervisors and 16 Medical Office Assistants across BC managing operations for two pathways (Doctor of the Day and Substance Use and Psychiatry Services)• Identified response gap and increased patient satisfaction engagement by over 100%• Lead the administration, oversight, and management of health authority contracts ensuring compliance with the legal team.• Involved in the planning, change management and implementation of a new phone system, EMR migration, and Digital Workspace (Sharepoint) for over 70 virtual services staff including clinicians.• Launched new appointment reminder project and reduced no show rates by 5% within the first two months• Working with the Clinical Service Managers and Medical Director to streamline communication pathways for our programs.• Pinpointed scheduling gaps and created new processes to increase efficiency by 50%.• Managed escalations and worked with Quality and Complaints department for service delivery.• Collaborated with data analytics team to assess reports to build quarterly and yearly reports, as well, create KPI metrics for the program• Lead a working group on creating clinical manual including program policies and optimizing processes

Remote

• Manage a remote/virtual team of 8 caseworkers across Canada/4 different time zones• Monitor protocol adherence, documentation in case files and database• Prepare client reporting, review KPI’s and metrics• Participate and lead one on one and group meetings• Led a copay project that reviewed past expenses and reduced client's cost by 6% in the next fiscal year• Recruit, hire, onboard, career develop, and performance manage non-clinical staff• Identify process gaps and create strategic plans to streamline efficiencies

• Lead contact for the program with physicians and patients.• Liaise with various vendors to ensure patient journey success.• Consult patient charts, support patient with side effects, and manage adherence in rheumatology, dermatology, and gastroenterology.• Evaluate current processes and create new documents and work instruction for training• Created new training and templates and reduced time to first dose• Onboard new hires and improve efficiencies within the program• Plan and execute projects to improve business workflow automation

• Manage all aspects of public, federal, and private coverage in 4 provinces for specialty biologic.• Problem-solve issues along the patient journey as well, trouble shoot any escalations.• Collaborate with both internal and external clients to provide patient centered care• Run and analyze various reports to create best practices, ensure balanced workloads, and improve efficiencies• Evaluate current work processes and standardize policies and procedures to ensure consistency nationally• Manage new dermatology product launch across Western Canada• Onboard new hires, mentor and coach peers both individually and in a group setting• Lead and organize internal surveys and implement suggestions to improve team morale and productivity

Edmonton, Canada Area

*Adjudicate claims according to unit procedures and standards with a high degree of accuracy and efficiency. *Respond to telephone inquiries from service providers regarding all aspects of benefits and claims assessment*Research and compile information from various sources to resolve inquiries and claim discrepancies, consulting with senior staff if assistance is needed

Edmonton, Canada Area

*Ensure employer operations fall within the scope of the Workers’ Compensation Act *Underwrite risks as a frontline agent and set rates for employers based on their operations & experience *Interpret, advise and apply the Act, general regulations, policies and procedures in corresponding with employers*Handle appeals and deliver decision letters to employers

Edmonton, Canada Area

*Maintain existing accounts; review and prepare clearances; calculate balances and penalties; and accept and apply payments on accounts*Promote WCB online services*Assume responsibility as acting team lead when supervisor is away*Process Annual Returns during Annual Return season

*Provide accurate responses to inquiries from claimants, employers and the medical professionals in a busy inbound call centre*Gather information for purposes of claim entitlement decisions and case management*Support other teams within the Customer Contact Centre by assisting with calls related to cheque inquiries and medical practitioner inquiries *Assist at the Edmonton Counter for both claim and employer inquiries

Project Management

Music