Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Diana Nichols

Bryan

Summary

Proven expertise in patient access and records management, honed at St. Joseph’s Health and other leading institutions, showcases my adeptness in HIPAA compliance and customer service. My background includes enhancing patient care through efficient appointment scheduling and empathetic interactions, achieving significant improvements in operational efficiency and patient satisfaction. Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring St. Joseph years of relevant work experience to your team. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

24
24
years of professional experience

Work History

Patient Access Representative II

St. Joseph’s Health
04.2015 - Current
  • Resolved patient inquiries regarding insurance and billing, providing clear and concise information.
  • Handled confidential patient information with discretion, adhering to privacy regulations and policies.
  • Operated scheduling software to coordinate patient appointments, optimizing clinic workflow and minimizing wait times.
  • Verified patient demographics and updated records to maintain accurate and current information.
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
  • Enhanced data accuracy with meticulous verification of patient information and insurance details.

Health Unit Coordinator

Baylor Scott & White Hospital
08.2012 - 03.2015
  • Evaluated resource allocation to enhance service delivery while maintaining quality care standards.
  • Streamlined communication processes for improved collaboration among interdisciplinary teams.
  • Optimized scheduling processes by implementing a centralized calendar for staff assignments.
  • Directed quality improvement projects that fostered a culture of continuous improvement among staff.
  • Coordinated multiple tasks simultaneously to maintain smooth operational flow within the unit.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
  • Assisted nursing staff with daily tasks, contributing to a well-organized and efficient unit environment.
  • Assisted with processing patient admissions, transfers and discharges.
  • Responded to patient call lights to expedite appropriate follow-through.
  • Ensured patient safety through strict adherence to HIPAA regulations and maintaining confidentiality of sensitive information.
  • Provided exceptional customer service by addressing patient concerns with empathy and professionalism.
  • Contributed to a welcoming environment for patients and their families as the first point of contact at the health unit''s reception desk.
  • Served as an integral part of the health unit by willingly taking on additional responsibilities as needed, demonstrating adaptability and teamwork.
  • Facilitated smooth transitions during shift changes by diligently preparing handoff reports for incoming staff members.

Registrar

Medical Center of McKinney
11.2009 - 07.2012
  • Operated scheduling software to coordinate patient appointments and reduce wait times.
  • Maintained confidentiality of patient information according to privacy regulations.
  • Verified insurance coverage to facilitate smooth billing processes.
  • Communicated with patients to explain procedures and answer registration-related questions.
  • Greeted every guest with personable approach and provided knowledgeable service.
  • Developed and implemented registration policies, procedures and timelines for smooth administration processes.
  • Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
  • Improved patient care by efficiently managing medical records and maintaining accurate documentation.
  • Reduced hospital readmissions by providing comprehensive discharge instructions and follow-up care.
  • Verified paperwork accuracy and checked for completion prior to processing.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.

Records Management Technician

Madison Gas & Electric Company
02.2001 - 06.2009
  • Improved records management efficiency by implementing new filing and organizational systems.
  • Performed quality assurance checks on incoming documents, verifying completeness and accuracy before entering them into the system for long-term preservation.
  • Provided training to staff on proper records handling procedures, minimizing potential risks associated with mishandling sensitive information.
  • Ensured accuracy in records storage by conducting regular audits and updates to the database.
  • Developed effective tracking procedures for incoming and outgoing records, minimizing instances of misplaced or lost documentation.
  • Managed secure disposal of obsolete or expired records in accordance with company policies and legal requirements.
  • Conducted periodic reviews of existing recordkeeping practices, identifying areas for improvement and implementing necessary changes.
  • Assisted in migration from paper-based to digital records, streamlining the organization''s recordkeeping process.
  • Responded promptly to internal and external requests for information retrieval, ensuring timely access to relevant documents while adhering to privacy guidelines.
  • Maintained confidentiality of sensitive information by enforcing strict access controls within the physical and digital storage environments.
  • Enhanced data retrieval times through meticulous indexing and categorization of records.
  • Assisted with typing, data entry, and answering incoming calls as required.
  • Maintained accuracy of records by verifying accuracy of data in records.
  • Transferred inactive records to storage to free up space and preserve history.
  • Assisted with record management system implementation and maintenance to streamline operations.
  • Utilized document imaging software to index, store and retrieve records.
  • Sorted all paperwork and documents alphabetically and according to dates and significance.
  • Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
  • Operated office equipment to scan and copy documents.
  • Archived and disposed of documents according to established policies.

Education

Associate of Applied Science - Business Administration

Grayson College
Denison, TX
05-1985

Skills

  • Customer service
  • Insurance verification
  • HIPAA compliance
  • Patient registration
  • Patient check-in
  • Multitasking and organization
  • Appointment scheduling
  • Registration and admissions
  • Strong empathy
  • Problem-solving
  • Friendly and outgoing
  • Data entry
  • Records maintenance
  • Admitting coordination
  • Patient identity verification
  • Health insurance knowledge
  • Registration and scheduling
  • Attention to detail
  • Caring and empathetic
  • Calm and effective under pressure
  • Punctual and hardworking
  • Administrative and office support
  • Multi-line telephone systems
  • Clerical and filing support
  • Documenting and recording information
  • 50 WPM typing speed
  • Records management
  • Document filing
  • Schedule coordination
  • Database search and data entry skills

Accomplishments

Served in the United States Navy 1988-1992 as an Aviation StoreKeeper & Night Supervisor.

Timeline

Patient Access Representative II

St. Joseph’s Health
04.2015 - Current

Health Unit Coordinator

Baylor Scott & White Hospital
08.2012 - 03.2015

Registrar

Medical Center of McKinney
11.2009 - 07.2012

Records Management Technician

Madison Gas & Electric Company
02.2001 - 06.2009

Associate of Applied Science - Business Administration

Grayson College

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Diana Nichols