B. Nicole Hodges
Duluth,GA
Summary
Empowered and motivated customer service professional with extensive experience in healthcare and administrative environments. Proven ability to deliver high-quality support in scheduling, claims processing, and high-volume communications. Skilled in patient navigation, authorization verification, and care coordination across interdisciplinary teams. Seeking opportunities to expand responsibilities while leveraging strong analytical and problem-solving skills to improve operational efficiency and enhance patient satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Nursing Aide
22nd Century Technologies INC
Atlanta, GA
04.2025 - 01.2026
- Coordinated with psychologists, nurses and other interdisciplinary teams to adjust care plans, enhancing continuity of treatment and shortening response times to individuals’ needs.
- Oversaw medication administration checks to communicate discrepancies to clinicians, protecting patient safety and upholding treatment integrity, resulting in a reduction of medication errors by 8%.
- Facilitated group therapy sessions, encouraging peer support and community engagement among participants.
- Advocated for clients' needs within healthcare systems to enhance access to services and resources.
Patient Access Representative
Metro Dermatology
Sandy Springs, GA
08.2024 - 02.2025
- Revamped patient intake flow by introducing prioritized triage checkpoints, improving throughput and creating smoother care transitions for clinical teams.
- Audited chart documentation and follow-up tasks to catch discrepancies by address hygiene practices ensuring accurate patient records and supporting reliable clinical decisions.
- Monitored appointment trends and no-show patterns to recommend schedule adjustments, yielding noticeable improvements in daily clinic capacity.
- Implemented a standardized checklist for pre-visit preparation to streamline clinical readiness, producing marked gains in on time starts and patient satisfaction.
Healthcare Navigator
Healthcare Support
Atlanta, GA
11.2022 - 01.2024
- Designed outreach pathways to connect high-risk Medicare members with preventive services, improving care continuity and supporting better long-term health outcomes.
- Reviewed member case histories to identify care gaps and recommended targeted interventions, producing measurable improvements in care plan adherence.
- Coordinated and scheduled numerous follow-up procedures for post-visit needs, ensuring referrals and resources were completed and yielding noticeable reductions in missed care opportunities.
- Remote/contract
Appointment Scheduler
Ent Of Georgia North
Duluth, GA
03.2022 - 11.2022
- Oversaw patient inquiries and complaints, implementing timely corrective actions and appropriate procedures.
- Analyzed appointment scheduling patterns to identify operational bottlenecks.
- Implemented privacy and compliance procedures during all interactions to safeguard patient information.
- Monitored and reported changes in patients' health to on-call specialty physicians, pharmacy department, and triage nurses using multiple EMR systems.
Patient Access Lead
Children Health Care of Atlanta
Decatur, GA
04.2021 - 02.2022
- Conducted 100 plus inbound calls for records and insurance notes before visits to catch missing documentation and prevent administrative delays on procedure days.
- Analyzed daily appointment demand to adjust scheduling templates, improving clinic flow and reducing patient wait variability for smoother operations.
- Improved the pre-op scheduling process, resulting in a 20% reduction in appointment wait times and a boost in daily surgical volume.
- Streamlined call center operations through the implementation of efficient processes, resulting in reduced call handling time and increased productivity.
Customer Service Dispatcher
Telaid Industrial
Norcross, GA
10.2019 - 12.2020
- Designed intake workflows to triage service requests, reducing response handoffs and producing more consistent onsite readiness for technicians.
- Monitored ticket patterns to identify recurring failure modes, recommending process changes that yielded noticeable reductions in repeat dispatches.
- Managed dispatch schedules and resource allocation to ensure timely technician deployment, achieving steady improvements in first-visit effectiveness.
- Tracked equipment serial histories and failure notes to surface systemic faults, informing maintenance recommendations that supported sustained operational uptime.
Education
Bachelor of Science - HEALTHCARE INFORMATICS
University of Phoenix
Phoenix, AZBACHELOR OF SCIENCE - HEALTHCARE ADMINISTRATION/MANAGEMENT
University of Phoenix
Phoenix, AZ05.2020
Skills
- Detail-oriented
- Vital signs monitoring
- Interactive communication skills
- Healthcare administration
- Customer service
- Attention to detail
- Patient care coordination
- Revenue cycle management
Certification
Basic Life Support (CPR and AED) Certified, 03/01/25 - 03/31/27, American Heart Association,
Timeline
Nursing Aide
22nd Century Technologies INC
04.2025 - 01.2026
Patient Access Representative
Metro Dermatology
08.2024 - 02.2025
Healthcare Navigator
Healthcare Support
11.2022 - 01.2024
Appointment Scheduler
Ent Of Georgia North
03.2022 - 11.2022
Patient Access Lead
Children Health Care of Atlanta
04.2021 - 02.2022
Customer Service Dispatcher
Telaid Industrial
10.2019 - 12.2020
Bachelor of Science - HEALTHCARE INFORMATICS
University of Phoenix
BACHELOR OF SCIENCE - HEALTHCARE ADMINISTRATION/MANAGEMENT
University of Phoenix