Summary
Overview
Work History
Education
Skills
Certification
Training
Timeline
Generic

Crystal Couick Hill

Monroe

Summary

Results oriented leader with over 23 years of experience in the healthcare field and 28 years specializing in customer service, staff hiring and retention, and optimizing operational efficiency. Proven ability to build and lead high performing teams while improving patient outcomes and overall operational performance. Skilled in implementing innovative solutions, including the successful deployment of an AI-based chat feature, Med-chat to enhance communication and patient engagement. Passionate about driving excellence in both patient experience and organizational effectiveness.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Live Answer Manager/Centralized Referral Manager

Tryon Medical Partners
12.2019 - Current
  • Reports To: Chief Operating Officer
  • Supervises: Live Answer TPC/Centralized referral PCC team
  • Oversee daily operations of Tryon Patient Connect centralized live answer department (TPC) across 13 locations including Internal Medicine and Specialty departments and over 125 clinicians.
  • Hire, train, and supervise staff; monitor performance and provide coaching and support.
  • Collaborate with IT to ensure proper utilization of Athena and other platforms including ring central.
  • Create and manage RingCentral phone tree templates and call queue structures to optimize call flow.
  • Order supplies and maintain inventory for operational continuity.
  • Identify service and workflow improvements and provide operational data to senior leadership.
  • Coordinate with the RN Manager and other departmental leaders for integrated support.
  • Lead implementation and management of AI-based Med Chat feature, including reporting and analytics.
  • Manage the centralized referral team and oversee daily operations to improve referral workflows and support timely patient care.
  • Implement efficient processes and collaborate closely with external medical offices to strengthen partnerships and streamline referral coordination.
  • Develop and refine workflows to ensure a smooth and consistent experience for patients and referring providers.
  • Work directly with team members to verify insurance and secure necessary authorizations, improving speed and accuracy in patient access to care.
  • Focus on optimizing communication and follow through to support high quality, coordinated healthcare delivery.
  • Work closely with leadership with onboarding and offboarding of Clinicians
  • Set up pop up Covid clinics and traveled doing covid testing for corporations and managed TMP locations for patient testing.

Patient Care Coordinator

Tryon Medical Partners
08.2018 - 12.2019
  • Create SOPs and templates to optimize workflows and training.
  • Process prior authorizations and coordinate with pharmaceutical programs for patient financial support.
  • Research medication pricing and educate patients on cost-effective options.
  • Schedule, check-in, and check-out patients; scan medical records into EMR.
  • Complete referrals, insurance verifications, authorizations, and pharmacy orders.
  • Order office supplies and schedule physician liaison meetings.
  • Train new clerical staff and assist across departments when needed.
  • Provide exceptional customer service and maintain long-standing patient relationships.
  • Serve on the office social committee and morale team to support employee engagement.
  • Managed the dermatology product sales and inventory.

Patient Care Coordinator

Mecklenburg Medical Group – Ballantyne Dermatology
01.2005 - 08.2018
  • Manage multi-line phones for three office locations and eight physicians.
  • Create SOPs and templates to optimize workflows and training.
  • Process prior authorizations and coordinate with pharmaceutical programs for patient financial support.
  • Research medication pricing and educate patients on cost-effective options.
  • Schedule, check-in, and check-out patients; scan medical records into EMR.
  • Complete referrals, insurance verifications, authorizations, and pharmacy orders.
  • Order office supplies and schedule physician liaison meetings.
  • Train new clerical staff and assist across departments when needed.
  • Provide exceptional customer service and maintain long-standing patient relationships.
  • Serve on the office social committee and morale team to support employee engagement.

Clerk III

Mecklenburg Medical Group
08.2003 - 01.2005
  • Managed incoming calls and scheduled appointments.
  • Filed patient charts, faxed documentation, and maintained supply inventory.
  • Assisted with prior authorizations and pharmacy communication.

Education

Associate of Business Administration -

Central Piedmont Community College
Charlotte, NC
05.2003

High School Diploma - undefined

Parkwood High School
Monroe, NC
06.2000

Skills

  • Patient Communication & Service Excellence
  • Conflict Resolution
  • Scheduling and Template Building
  • Time Management-Paylocity/UKG
  • Process Improvement
  • Insurance Verifications, Authorizations, & Referrals
  • EMR Platforms: Epic, Cerner, CPOE, Encompass, IDX, Athena
  • Call Center Systems: RingCentral, Nice inContact
  • Microsoft Office Suite: Word, Excel, Outlook
  • ICD-9/ICD-10 Coding Knowledge
  • Training & Mentoring New Staff
  • Workflow Optimization
  • Med-chat (AI system)
  • Verbal and written communication
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Shift scheduling
  • Policy implementation
  • Schedule preparation
  • Performance evaluations
  • Coaching and mentoring
  • Teamwork and collaboration
  • Multitasking Abilities
  • Hiring and training
  • Scheduling and coordinating

Certification

  • Certified Coder – Carolinas HealthCare System (2013–2016)
  • Key Engagement Award Program (KEAP) – Multiple-time recipient
  • Values In Action (VIA) Award – Multiple-time recipient
  • Employee of the Quarter – June 2018
  • Employee spot bonus recipient -2022 and 2023
  • Committee Member – MMG Morale Committee, Ballantyne Social Committee, Peer Interview Committee

Training

  • Diversity and Inclusion Workshop, Tryon Medical Partners — 2021
  • Building Better Mental Health — 2025

Timeline

Live Answer Manager/Centralized Referral Manager

Tryon Medical Partners
12.2019 - Current

Patient Care Coordinator

Tryon Medical Partners
08.2018 - 12.2019

Patient Care Coordinator

Mecklenburg Medical Group – Ballantyne Dermatology
01.2005 - 08.2018

Clerk III

Mecklenburg Medical Group
08.2003 - 01.2005

High School Diploma - undefined

Parkwood High School

Associate of Business Administration -

Central Piedmont Community College

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