Gail Thomas
Norfolk,VA
Summary
Detail-oriented Customer Service Representative with experience supporting patients and members in a healthcare call-center environment. Proven ability to manage high-volume inbound calls while resolving eligibility verification, billing and payment inquiries, prescription benefit questions, claims issues, and appointment scheduling. Adept at documenting interactions in electronic systems, maintaining HIPAA compliance, and delivering clear, empathetic communication to ensure customer satisfaction. Thrives in remote settings while consistently meeting quality, productivity, and service performance metrics.
Overview
17
17
years of professional experience
Work History
Administrative Assistant / Department Head Support
Chesapeake Regional Healthcare
06.2025 - Current
- Provide administrative and operational support to Department Head leadership within a hospital setting.
- Serve as a liaison between executive leadership, clinical teams, vendors, and external partners.
- Support specialty billing operations for Hospice, Home Health, and LifeNet accounts, ensuring accuracy and compliance.
- Coordinate with billing, clinical, and revenue cycle departments to resolve account inquiries and payment matters.
- Oversee invoice submission to Accounts Payable and ensure timely resolution of vendor payments.
- Maintain organized, audit-ready documentation in compliance with HIPAA and hospital policy.
- Draft, review, and distribute executive-level correspondence, departmental policies, and communications.
- Coordinate leadership meetings, prepare materials, and produce accurate meeting minutes.
- Manage high-volume communications with professionalism and discretion.
- Oversee office operations including supply procurement and inventory management.
Human Resources Administrative Assistant
Children Hospital of Kings Daughter
03.2023 - 05.2025
- Supported HR staff by scheduling meetings, maintaining calendars, and assisting in payroll preparation through effective timekeeping and report processing.
- Conducted onboarding sessions and guided new hires through orientation, ensuring adherence to company policies and managing necessary documentation.
- Developed detailed job descriptions and managed employee attendance tracking systems using specialized timekeeping software.
- Organized and participated in hiring events and job fairs, conducted candidate interviews, and maintained confidential employee records with integrity.
Medical Administrative Assistant Manager
Mid Atlantic Dermatology
01.2013 - 03.2021
- Streamlined office operations by designing filing systems, reviewing supply requisitions, and monitoring clerical functions to increase efficiency.
- Implemented a backup system for medical records, enhancing data safety and security across the organization.
- Developed productivity reports that resulted in a 90% increase in achieving service level agreements, significantly boosting staff performance.
- Managed front-office activities, including appointment management, billing, and customer service, to optimize facility workflows and improve patient management.
- Handled high-volume inbound and outbound calls from patients, insurance representatives, and internal departments to resolve service-related inquiries
- Provided frontline customer service support, addressing questions related to appointments, billing, insurance, and account status
- Researched and resolved billing inquiries, payment issues, and account discrepancies with accuracy and professionalism
- Assisted patients with updating billing information, verifying demographics, and explaining balances and statements
- Coordinated payment arrangements and payment plans in accordance with organizational policies
- Delivered clear customer education regarding services, insurance processes, and billing procedures
- Maintained detailed documentation and call notes in electronic medical record and billing systems
- Collaborated with billing, clinical, and administrative teams to ensure timely issue resolution
- Ensured compliance with HIPAA and confidentiality standards while handling sensitive patient information
- Maintained high levels of customer satisfaction in a fast-paced healthcare environment
Assistant Manager
Burger King
01.2009 - 01.2013
- Enhanced customer service by efficiently addressing inquiries and complaints, ensuring timely responses, and maintaining high satisfaction levels.
- Increased operational efficiencies and financial gains through effective staff training and innovative morale-boosting strategies.
- Assisted in operational planning and task management, ensuring adherence to food safety guidelines and product quality standards.
Education
High School -
Norview High School
Norfolk, VASkills
- Advanced Proficiency in MS Office
- Oracle HCM
- People Management
- Peoplesoft
- HR Information Systems
- Databases
- EMR Systems
- Employee Relations
- Administration
- Travel Plan Arrangement
- Time & Absences
- Leave of Absences
- Employee Benefits
- Diversity & Inclusion
- Insurance Verification
- Medical Office
- Medical Records
- Hipaa
- Icd-10
- Patient Care
- Triage
- Scheduling
- Payroll Administration
- Onboarding Processes
- Candidate Interviewing
- Customer Service
- Administrative Skills
- Maintaining Files
- Benefits Administration
- Talent Acquisition
- Attention to Detail
- Data entry
- Customer service
- Time management
- Customer and client relations
Accomplishments
- Delivered patient-focused customer service, managing appointment scheduling and patient inquiries.
- Coordinated with clinical and billing teams to support efficient patient flow.
Timeline
Administrative Assistant / Department Head Support
Chesapeake Regional Healthcare
06.2025 - Current
Human Resources Administrative Assistant
Children Hospital of Kings Daughter
03.2023 - 05.2025
Medical Administrative Assistant Manager
Mid Atlantic Dermatology
01.2013 - 03.2021
Assistant Manager
Burger King
01.2009 - 01.2013
High School -
Norview High School