- Supporting STEM education initiatives and mentorship programs
- I enjoy helping others and giving back to the community
- DIY and Home Improvement
- Documenting and sharing travel experiences
- Volunteering at local animal shelters and rescue organizations
- Animal Care
- Mindfulness Practices
Alicia Hayden
Concord,NH
Summary
Detail-oriented professional with a strong background in conducting experiments, preparing samples, and maintaining lab equipment, coupled with excellent customer service skills. Proven ability to provide exceptional service to clients, ensure lab safety protocols, and contribute to efficient lab operations.
Patient care professional with extensive experience in coordinating healthcare services. Known for strong organizational skills, effective communication, and ability to adapt to changing circumstances. Excel in team collaboration, ensuring seamless patient experiences and achieving optimal outcomes. Skilled in managing patient records, scheduling, and liaising between patients and medical staff. Reliable and focused on delivering high-quality patient care.
Knowledgeable PCC with background in patient care coordination and track record of optimizing patient flow and satisfaction. Successfully managed patient schedules and facilitated communication between healthcare providers and patients. Demonstrated ability to handle administrative duties and patient inquiries with empathy and efficiency.
Overview
9
9
years of professional experience
Work History
Patient Care Coordinator
Concord Orthopaedics
Concord, NH
08.2025 - Current
- Coordinated patient appointments and managed scheduling for optimal clinic workflow.
- Facilitated communication between patients and healthcare providers to enhance care delivery.
- Managed insurance verification processes to ensure accurate billing and reimbursement.
- Developed patient education materials to improve understanding of treatment plans.
- Collaborated with interdisciplinary teams to coordinate comprehensive care plans for patients.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered excellent patient experiences and direct care.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Advocated for patients' rights and needs, ensuring their voices were heard in care decisions.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
Patient Service Representative
Concord Orthopaedics
Concord, NH
10.2024 - 08.2025
- Managed patient scheduling and appointment coordination to optimize clinic workflow.
- Provided exceptional customer service by addressing patient inquiries and concerns efficiently.
- Maintained accurate patient records and ensured compliance with HIPAA regulations.
- Collaborated with clinical staff to streamline patient intake processes, enhancing overall efficiency.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
Laboratory Assistant
Maxim Healthcare / State of NH Public Health Laboratories
Concord, NH
10.2023 - 08.2024
- Along with delivering customer service when I receive the samples for the clients, it is my responsibility to abide by the State's norms and regulations. In addition, assist with data entry and any other errands around the lab.
- Demonstrates effective communication with technical units and laboratory staff to meet expectations and meet unit goals.
- Regularly communicates with individuals, the general public, internal, and external clients to deliver top-notch customer care.
- Increase capacity to manage several requests at once.
- Records comments and concerns from clients.
- Acknowledges and abides by the rules and regulations of the program.
- Arranges everyday tasks to make the most use of available time.
- Helps create an atmosphere where laboratory staff members may collaborate with one another.
- Ensures compliance with federal, state, and local safety and quality standards for program support responsibilities.
- Accurately store document findings and keep records for audits.
- Contributes to quality assurance and improvement initiatives.
- Review, validate, and processes environmental samples before testing.
- Responds to public and state agency queries on laboratory rules, methods, and sample collection/testing forms.
- Maintains sample documentation in an electronic database (LIMS).
- Provides operational assistance, including payment collection, as needed to sustain laboratory operations.
- Assists others with lab activities, including bottle cleaning, pH testing, and trip blanks.
Community Advisor
Residential Services at Plymouth State University
Plymouth, NH
08.2021 - 05.2023
- I was responsible for fostering a supportive and inclusive residential community by organizing activities, enforcing policies, and addressing residential concerns.
- Fostered a welcoming and inclusive residential community by organizing events and facilitating resident interactions.
- Enforced university policies and regulations to maintain a safe and respectful living environment.
- Mentored and supported residents through personal challenges and academic transitions.
- Implemented a new peer support program that increased resident engagement and satisfaction.
Cashier
Demoulas Supermarkets
Hooksett, NH
11.2017 - 01.2023
- I was responsible for handling cash transactions with accuracy and efficiency, providing stellar customer service, and training new hires.
- Assisted customers with inquiries, product location, and resolving issues.
- Maintained cleanliness and organization of checkout area.
- Acted as a point of contact for resolving customer complaint and escalating issues to management when necessary.
- Achieved consistently high accuracy rates in cash handling and balancing cash drawers.
- Recognized for outstanding customer service and received positive feedback from customers and supervisors.
Education
Bachelor of Science - Biology
Plymouth State University
Plymouth, NH05.2023
Skills
- Customer Service
- FMLA/STD
- Critical thinking skills
- HIPAA compliance
- Appointment scheduling
- Organizational skills
- Patient relations
- Attention to detail
- Insurance verification
- Patient care
- Patient confidentiality
- Medical terminology
- Verbal and written communication
- Goal setting
Accomplishments
- Increased departmental transparency and opened up communication channels to improve team collaboration.
- Increased quality of care by developing new tracking and assessment methods.
- Eliminated unnecessary care bottlenecks to drive improvements to patient satisfaction and quality assurance initiatives.
- Drove overall improvements to quality assurance and patient satisfaction initiatives by removing bottlenecks to effective care.
- Developed improved tracking and assessment system to increase patient care standards.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Interests
Timeline
Patient Care Coordinator
Concord Orthopaedics
08.2025 - Current
Patient Service Representative
Concord Orthopaedics
10.2024 - 08.2025
Laboratory Assistant
Maxim Healthcare / State of NH Public Health Laboratories
10.2023 - 08.2024
Community Advisor
Residential Services at Plymouth State University
08.2021 - 05.2023
Cashier
Demoulas Supermarkets
11.2017 - 01.2023
Bachelor of Science - Biology
Plymouth State University
NH Scholars
Received NH Scholars award in high school for taking more than the recommended courses to complete education.