Iokelani Nickel
St. George
Summary
I currently am employed as a patient service representative with Intermountain. My job in summary is to provide excellent customer service as well as handling patient information and charting/schedules. I work closely with colleagues and communicate in order to provide the best possible outpatient care.
Overview
4
4
years of professional experience
Work History
Patient Service Representative
Intermountain Healthcare
05.2025 - Current
- Managed patient inquiries and appointment scheduling using Epic system.
- Maintained communication between patients and healthcare providers to improve service as well as patient care.
- Handled sensitive patient concerns with professionalism and empathy, building a relationship with each patient.
- Handled customer service inquiries in person, via telephone and through email.
- Processed insurance verification and pre-authorization requests efficiently.
- Educated patients on healthcare services, insurance policies, and billing procedures.
Assistant Manager/Direct Support Professional
Danville
10.2023 - Current
- Assisted disabled clients to support independence and well-being.
- Monitored progress and documented patient health status changes to keep care team updated.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained clean, safe, and well-organized patient environment.
- Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain positive encounters.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Encouraged physical therapy to support patient improvement in range of motion and injury recovery.
- Built and maintained a relationship with clients and family members.
- Assisted with daily living activities, running errands, and household chores.
- Entrusted to handle confidential and sensitive situations following HIPPA guidelines.
- Completed daily check-ins and documented progress/behavior reports for each client.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Helped clients manage money, pay bills, and shop for groceries or personal items.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Assisted patients with self-administered medications.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Cultivated positive relationships with other employees to boost company morale as well as to create a comfortable environment for my coworkers.
- Established team priorities, maintained schedules and monitored performance.
Sales Representative
Shell's Plants
05.2022 - 02.2023
- Plant Sales and Customer Service specialist.
- Although being 17 at the time I was deemed responsible enough to maintain shop all by myself; this included (but isn't limited to) coming in early to set up and open on time, making sure the displays were neat and organized and multitasked to handle transactions and assist customers.
- Helped customers find plants that were specific to their needs as well as provide information on plant care as well as extra information about the plant.
- Daily inventory logging as well as keeping track of every purchase and amount.
Education
High School Diploma -
Admiral Arthur W. Radford High
‘Aiea, HI05-2023
Skills
- Customer service and satisfaction
- Staff management
- Team building
- HIPAA compliance
- Patient intake
- Office administration
- Electronic health records
- Multitasking and organization
Accomplishments
The most recent accomplishment I have was completing over 400 calls with patients, pharmacists, nursing homes etc. in the month of February alone.
Timeline
Patient Service Representative
Intermountain Healthcare
05.2025 - Current
Assistant Manager/Direct Support Professional
Danville
10.2023 - Current
Sales Representative
Shell's Plants
05.2022 - 02.2023
High School Diploma -
Admiral Arthur W. Radford High