Tamela Holland
Louisville
Summary
Results-oriented Dietary and Patient Services Manager with over 10 years of expertise in healthcare food service management. Demonstrated success in leading teams, enhancing patient satisfaction, ensuring regulatory compliance, and streamlining dietary operations in hospitals and long-term care facilities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Member Services Representative / Appeals Specialist
Humana Inc.
Louisville
07.2016 - Current
- Delivered comprehensive support to Medicare Advantage and commercial plan members, resolving an average of 60+ inquiries daily regarding benefits, billing, and claims.
- Analyzed and processed medical and pharmacy claims to ensure accuracy and timeliness while adhering to CMS and HIPAA guidelines.
- Collaborated with clinical and provider services teams to coordinate care and manage prior authorizations, referrals, and appeals.
- Maintained a 95%+ customer satisfaction rating and consistently exceeded performance benchmarks in call quality, issue resolution, and call time.
- Trained and mentored new team members on systems (Salesforce, Availity, Facets) and internal policies.
Patient Service Supervisor
Morrison
Louisville
02.2014 - 07.2016
- Directed daily operations for a 420-bed hospital dietary department serving patients, staff, and visitors.
- Supervised a team of 20+ dietary aides, cooks, and supervisors.
- Achieved 96% patient meal satisfaction scores consistently across multiple annual surveys.
- Implemented a new meal tracking system, reducing tray errors by 35% within the first year.
- Ensured compliance with Joint Commission and state health department food service regulations.
- Trained staff in therapeutic diets, food safety, and customer service standards.
Dietary Services Supervisor
Parrs at Springhurst
Louisville
01.2010 - 01.2014
- Managed patient meal delivery and special diet implementation for a 200-bed acute care facility.
- Coordinated with dietitians and nursing staff to meet nutritional needs of diverse patient populations.
- Led quality control efforts that improved accuracy in diet orders and reduced patient complaints by 30%.
- Created training manuals and SOPs that improved staff onboarding and performance.
- Recognized as “Employee of the Quarter” twice for leadership and service excellence.
Education
Diploma -
Ballard High School
Louisville, KY05-2009
Skills
- Healthcare Food Service Management
- Therapeutic Diets & Nutrition Standards
- HACCP, JCAHO & State Compliance
- Staff Training & Scheduling
- Budgeting & Inventory Control
- Patient Satisfaction Initiatives
- Interdisciplinary Collaboration
- Electronic Health Record (EHR) Coordination
- Patient advocacy
- Sanitation protocols
Certification
CPR/First Aid Certified
References
References available upon request.
Timeline
Member Services Representative / Appeals Specialist
Humana Inc.
07.2016 - Current
Patient Service Supervisor
Morrison
02.2014 - 07.2016
Dietary Services Supervisor
Parrs at Springhurst
01.2010 - 01.2014
Diploma -
Ballard High School
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