Sonja Nichols

Dynamic healthcare and operations professional with 27+ years of leadership experience across healthcare, Medicare enrollment, case management, human resources, corrections, and social services. Proven ability to lead multidisciplinary teams, improve operational performance, manage complex caseloads, and ensure compliance with federal, state, and organizational regulations. Experienced in Medicare enrollment, healthcare administration, medical records, customer service, program coordination, and employee development.

Recognized for exceptional communication, problem-solving, and relationship-building skills while delivering compassionate, high-quality service in fast-paced environments. Currently pursuing a Bachelor of Science in Health Management with an expected graduation date of October 2026.

Healthcare Representative - Teleperformance – UnitedHealthcare

(2025-09 - 2025-12)

• Assisted Medicare-eligible individuals in selecting healthcare plans that best met their medical and financial needs.
• Guided prospective members through the Medicare enrollment process while ensuring applications were accurate, complete, and compliant with CMS requirements.
• Maintained all required agent license appointments and completed annual Medicare product certifications.
• Consistently met or exceeded performance expectations for sales goals, attendance, quality metrics, and customer satisfaction.
• Educated members on Medicare Advantage, Prescription Drug, and Supplemental plan options, helping them make informed healthcare decisions.
• Protected confidential member information while maintaining compliance with HIPAA, CMS regulations, and company policies.
• Delivered exceptional customer service by building trust, resolving concerns, and simplifying complex healthcare information.

Sponsor Deduplication Specialist (Seasonal) | Case Aide Lead / Intake & Discharge - Endeavors, Inc.

(2023-09 - 2025-02)

• Maintained the integrity of sponsor records within the UC Portal by identifying, researching, and resolving duplicate records.
• Led and mentored Case Aides while monitoring productivity and key performance indicators.
• Coordinated intake and discharge processes in accordance with federal and state regulations.
• Supported case management operations by ensuring accurate documentation and timely processing of client records.
• Collaborated with multidisciplinary teams to improve workflow efficiency and service delivery.

Site Supervisor - MVM – ORR Pecos Center Shelter

(2022-06 - 2023-07)

• Supervised transportation and logistics personnel supporting shelter operations.
• Managed staff schedules, training, quality assurance, and operational reporting using Power BI.
• Ensured compliance with contractual requirements, safety standards, and operational procedures.

Unit Manager | Case Manager | Case Coordinator | Supervisor - Reeves County Detention Centers

(2009-01 - 2022-01)

• Supervised case management staff and coordinated daily housing unit operations.
• Managed complex inmate caseloads, treatment planning, classification reviews, and restricted housing assignments.
• Conducted disciplinary hearings while ensuring compliance with correctional policies and standards.
• Developed and implemented operational procedures that improved efficiency and accountability.
• Coordinated communication with consulates, attorneys, and external agencies regarding inmate services.
• Trained and mentored employees while promoting safety, compliance, and professional development.

Office Manager - Pecos Housing Authority

(2009-02 - 2009-09)

• Directed daily office operations, tenant eligibility, housing inspections, accounts payable/receivable, and billing.
• Coordinated maintenance work orders and served as the primary liaison for tenant communications.
• Maintained accurate financial and administrative records while supporting agency operations.

Human Resources Specialist | Casework Technician | Data Coordinator - Texas Youth Commission

(1998-07 - 2009-01)

• Managed recruitment, onboarding, payroll, employee benefits, workers' compensation, and FMLA administration for more than 300 employees.
• Maintained confidential personnel records while ensuring compliance with employment laws and agency policies.
• Coordinated juvenile offender case records, transition planning, release documentation, and housing placements.
• Collaborated with multidisciplinary teams to support rehabilitation, case planning, and successful reintegration.

Bachelor of Science - Health Management - University of Phoenix (2026-10)

Certificate - Medical Records - University of Phoenix

High School Diploma - Pecos High School