Hollie Kline

27 years in the insurance industry, I'm passionate about high quality and customer focus

Capital Blue Cross – Harrisburg, PA

10/2020 – Present

Quality Assurance Specialist (08/2024 – Present)

• Conduct advanced-level audits across multiple departments, systems, and data sets.
• Analyze policies, procedures, and documentation to assess member impact and identify improvements.
• Prepare and present audit results to staff, supervisors, and management.
• Research and compile supporting documentation for audits and process evaluations.
• Communicate findings clearly and adapt messaging for different audiences.
• Identify training gaps, assist in specialized training, and function as back-up lead.
• Serve as subject matter expert and provide cross-departmental support.

OPL Specialist II (04/2023 – 08/2024)

• Managed inquiries from customers, providers, attorneys, and external entities.
• Researched and resolved moderately complex issues involving claims, recoveries, and subrogation.
• Ensured compliance with MTM quality and timeliness standards.
• Coordinated subrogation cases with external vendors and reviewed carrier benefit statements.
• Reported trends to management, identifying potential systemic improvements.

Client Services Pharmacy Support Analyst (10/2020 – 04/2023)

• Delivered exceptional member service with empathetic communication.
• Conducted detailed research of pharmacy benefits and prior authorizations.
• Collaborated with Prime Therapeutics, Express Scripts, and other partners.
• Mentored and trained new staff to ensure service consistency.

Geneia – Harrisburg, PA

08/2015 – 10/2020

Population Health Engagement Specialist (08/2018 – 10/2020)

• Conducted outreach calls to engage members in Case Management programs.
• Processed referrals, requests, and letters on behalf of case managers.
• Supported workflow improvements and participated in pilot projects.

Senior Clinical Support Specialist (04/2015 – 08/2018)

• Served as first point of contact for Case Management department.
• Processed correspondence, letter requests, and incoming mail.
• Designed workflows and developed a successful work-from-home plan.

Capital Blue Cross – Harrisburg, PA

03/2007 – 04/2015

Collection Specialist (04/2012 – 04/2015)

Medicare Group Account Specialist (06/2009 – 04/2012)

Claims Examiner (03/2007 – 06/2009)

BISYS Insurance Services – Harrisburg, PA

10/2003 – 03/2007

Case Manager, New Business Department

Bortek Industries, Inc. – Mechanicsburg, PA

12/2002 – 02/2003

Service Billing & Parts Department

Coventry Health Care – Harrisburg, PA

05/1999 – 11/2002

Customer Service Specialist

Inservco (Subsidiary of Penn National Insurance) – Harrisburg, PA

06/1997 – 05/1999

Clerk

Harrisburg Area Community College – Certificate in Business