Ami Nickolls
McKeesport,PA
Summary
Dynamic Sr Patient Service Specialist at NovaCare Rehabilitation, recognized for enhancing patient satisfaction through exceptional customer service and efficient appointment scheduling. Skilled in HIPAA compliance and conflict resolution, I successfully reduced wait times and streamlined insurance verification processes, fostering strong relationships with patients and healthcare providers.
Overview
25
25
years of professional experience
Work History
Sr Patient Service Specialist
NovaCare Rehabilitation
Homestead, PA
04.2018 - Current
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Enhanced clinic workflow by managing patient records and ensuring accurate documentation of medical histories.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
- Trained new staff on filing, phone etiquette and other office duties.
- Delivered support to medical staff in completion of patient paperwork.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
Asst Manager
Rite-Aid Pharmacy
Elizabeth, PA
06.2000 - 04.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Increased sales through effective merchandising strategies and targeted promotions.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Implemented staff training programs to elevate service standards and knowledge.
- Oversaw daily operations to maintain store cleanliness and organization.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Skills
- Appointment scheduling
- Patient confidentiality
- Insurance verification
- Professionalism and ethics
- Healthcare systems
- Medical terminology
- HIPAA compliance
- Customer service
- Patient registration
- Conflict resolution
- Medical billing
- Eligibility determination
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Customer follow-up
- Verbal and written communication
- Patient check-in
- Registration and admissions
- Electronic health records
- Relationship building
- Phone and email etiquette
- Data entry
- Policy understanding
- Insurance billing
- Payment processing
- Training coordination
- Intake assessment
- Records maintenance
- Medical insurance
- Scheduling appointments
- Registration and scheduling
- Insurance authorizations
- Patient needs assessment and referral
- Benefits explanation
Insurance forms processing
Timeline
Sr Patient Service Specialist
NovaCare Rehabilitation
04.2018 - Current
Asst Manager
Rite-Aid Pharmacy
06.2000 - 04.2013