At Wisedocs, we’re building a stellar team and we’re proud to introduce our team members over time through our monthly Wisedocs’ Brain Power series. Recently, we introduced you to Jonathan Enders, our Software Engineer. Today, we will meet Michelle Nokes, a valuable member of the Wisedocs team and our Customer Success Manager! Michelle has 10 years' experience in the IME and P&C Insurance Industry with a career spanning many different roles. Over the years, Michelle has developed a deep understanding of the challenges faced in the industry and enjoys collaborating with clients to create effective strategies and solutions.

Tell us about your career so far. How did you get to where you are today?

“I began my career as a Quality Assurance Report Analyst at an IME company. I got the opportunity to work with a wide range of medical professionals, insurance adjusters and law firms.  This is where I took my first steps into learning the Insurance industry.

My journey continued as I shifted jobs and became an Accident Benefit Claims Adjuster. In this role I determined benefit entitlement and facilitated treatment strategies for motor vehicle accident claims. I was responsible for effective case handling, priority of payment, understanding case law and legislation guidelines, communicating with injured victims, law firms, treatment facilities and IME companies.  

After a few years I had the opportunity to work for another IME company. I was there for almost four years and had the opportunity to oversee the intake team, medical record team and perform clinical coordination. I also co-managed the internal operating system/software program. This is where I started to take steps into the technology side of the insurance ecosystem. I soon realized I enjoyed working with software and learning the different ways the software could improve and support our internal processes.  

I then took the next big step in my career and started working for a software company I had been using for years as a Customer Service Team Member. I spent the next four years working with IME and Insurance companies across North America. I gained extensive knowledge and insights into the day-to-day operations and requirements of a wide range of insurance and IME companies.”  

How did you end up in the tech and startup world and find Wisedocs?

“In the years I had worked in the industry and the strong relationships I had established with clients, there was a reoccurring theme that sorting medical records was tedious and painful. I had experienced the difficulty of sorting medical records firsthand when working as a Claims Adjuster and at IME companies, so I was able to relate to the need to find a way to make the process more effective. This is what led me to Wisedocs as it was the perfect place to bring my industry knowledge and to help provide my perspective on a groundbreaking product.”

The Wisedocs team consists of a diverse team with backgrounds spanning various industries. We believe that our team members' diverse expertise empowers us delve deep into the nuances of our industry and gain firsthand insights of insurance ecosystem stakeholders. We value these varying perspectives and enjoy conversing with industry professionals to learn from their unique experiences. For more in-depth discussions on these subjects, we invite you to tune into our Talking Wisely Podcast where we explore the changes and growth in the evolving insurtech space.

What makes you excited about Wisedocs? What are the challenges?

“There are so many things that make me excited about Wisedocs! I get excited when a customer brings our Customer Success team feedback, and we implement the item with our talented engineering team. Continuing to build and enhance the product based of customer feedback, that our customers are using to improve their day-to-day process, is something most other companies do not strive towards. It is amazing to be a part of such a talented team and to see all the innovative ideas being brought to the table and to life.”

Give us a day in the life of Customer Success Manager: what’s your 9-5?

“As a Customer Success Manager, my job is to ensure the overall happiness of our customers. My role requires me to set up and onboard new customers and meet with customers on a regular basis for feedback. I also am able to help create processes and guidelines for sorting and summarizing medical records and work with team members across different departments internally to execute on the items our customers need.”

Why do you think that having a strong Customer Success team is so imperative for businesses in our industry?  

“A strong Customer Success team allows our customers to have a point of contact that gathers their feedback, requirements, answers questions and share insight into industry standards and features. Our team works to improve and enhance our customers’ internal processes and streamline their medical record review workflows.  Having a strong Customer Success team helps to ensure strong adoption of the platform as well.  It is important to our Customer Success team that we continue to understand our customers' ongoing needs and strategic requirements so that we can work together as a partnership.  

I am lucky to work alongside and learn from such dedicated and talented team members as Michelle Mabee, Director of Customer Success. With the support of mentors like Michelle, and other amazing leaders at Wisedocs, we have a team that is committed to our customers' success using our platform.”

What part of the Wisedocs product are you most proud to have worked on, to date?

“I am proud to have provided my industry knowledge and be a part of creating Workflow rule sets that our customers can use to enhance how they are organizing and sorting their index. I have also been working with team members from other departments, such as Michael Wang, our Medical Documentation Specialist, to use document classification and machine learning for our AI Medical Record Summary Platform, which has been rewarding to see the payoff.”  

Could you share a bit about your career journey? What inspired this transition?

“All the steps and different roles I have held in my career have built off of each other. From my jobs in the IME industry, to being an Accident Benefits Adjuster and a Customer Success Team member at a software company, I have always felt drawn to technology and how it can be used to improve processes in the Insurance Industry.”

Team members at Wisedocs all share our collective vision that automation and modern technology adoption is here to stay. With trends forecasting that over 50% of insurance providers plan to increase their spending on technology in 2023, with the biggest focus being on modernizing their existing stack, we know that the push for digitization is coming. Among these providers, 40% suggest that they are planning to increase the amount they spend on artificial intelligence (AI) and machine learning (ML) over the next year. Our dedicated team is aligned in pursuit of our mission to streamline the claims process with AI and ML, which is poised to significantly reduce claimants' wait times, making the vision of a more efficient and customer-centric insurance industry a reality.

How does your previous experience as a claims adjuster aid in helping our clients navigate the process of medical records organization?

“My knowledge and experience in the IME and insurance industry allows me to relate to our customers and provide my insight to address their specific needs and challenges that I’ve personally experienced. I have first-hand knowledge of what our clients want their end product to look like to improve their processes. With that understanding, I can provide guidance and suggestions when clients are exploring the different options an AI-powered platform can offer them and can show them how the Wisedocs platform and features can take their record processing to new heights.”