Joslyn Nelson
Ignacio,CO
Work Preference
Summary
Experienced healthcare professional with a strong focus on member advocacy and compliance. Skilled in managing electronic records and building effective patient relationships. Committed to ensuring regulatory compliance and providing high-quality patient care through problem-solving and clear communication
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in Microsoft.
Organized Patient Service Representative with 25 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Knowledgeable in medical terminology and scheduling. Ready to bring 25 years of relevant work experience to your team.
Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Excellent communications skills and empathetic nature.
Versatile Administrative professional well-versed in healthcare practices, compliance standards and operations. Excellent problem-solver and clear communicator with positive and upbeat personality. Advanced abilities in Microsoft.
Dynamic individual with hands-on experience in Emergency Medicine and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Enthusiastic about helping patients get necessary medical support. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
25
25
years of professional experience
Work History
Patient Service Representative
CommonSpirit Southwest Oncology
06.2025 - 10.2025
- Greeted patients and families upon arrival for appointments.
- Scheduled and confirmed patient appointments using electronic systems.
- Managed patient inquiries and resolved issues with empathy and professionalism.
- Collected patient information and updated records in the database accurately.
- Coordinated referrals to specialists as needed for comprehensive care.
- Provided education on treatment options and procedures to patients and families.
- Ensured compliance with healthcare regulations during patient interactions.
- Answered incoming calls in a professional manner.
- Adhered to HIPAA regulations when handling confidential patient information.
- Assisted with scheduling follow-up appointments according to provider availability.
- Inputted patient demographic data into electronic health record system.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Ensured all necessary paperwork was completed prior to patient visits.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Sr. Service Advocate
Aetna
10.2020 - 12.2024
- Use probing techniques and other consultative techniques to gather comprehensive information about a member’s medical, functional, cognitive, psychosocial, and mental health needs.
- Accountable to the highest level of compliance.
- Advocating for the member by connecting members with urgent needs to the appropriate Aetna team.
- Building a trusting relationship with the member by engaging the member in meaningful and relevant conversation, prior to and during the assessment.
- Accurately and consistently documents each call in the member’s electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements.
- Protects the confidentiality of member information and adheres to company policies regarding privacy and HIPAA.
- Building strong relationships with peers.
- Demonstrates an outgoing, enthusiastic, and caring presence over the telephone.
- Strong organizational skills, including effective verbal and written communication skills.
- Resolved member inquiries regarding benefits, claims, and coverage with accurate, timely guidance.
- Interpreted plan documents and policy language to support informed service decisions.
- Coordinated with providers and internal teams to address claim and authorization issues.
- Documented case notes and service actions in CRM systems with consistent accuracy.
- Escalated complex concerns while maintaining compliance with HIPAA and service standards.
Adult Caregiver
Caregiver for Nancy Nelson
Denver, CO
07.2013 - 01.2020
- Preparing meals and shopping for groceries and other essentials.
- Helped Nancy to remain in her own residence as long as possible.
- Home maintenance and housekeeping.
- Monitored safety, behavior, and well-being, responding calmly to changing needs and situations.
- Assisted with medication reminders, hygiene routines, and mobility support according to care plans.
- Communicated observations to families and care teams, ensuring consistent updates on client needs.
- Implemented structured routines and activities that encouraged independence, engagement, and stability.
- Prepared meals and snacks and fed clients.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided compassionate personal care, supporting bathing, dressing, grooming, and mobility needs.
- Assisted with medication reminders, ensuring accurate adherence to daily care routines.
- Prepared meals and maintained clean living spaces, promoting safe and comfortable home environments.
- Coordinated appointments and transportation, helping clients access medical and community services.
- Enhanced patient well-being by providing compassionate and attentive care.
- Contributed towards creating a clean and hygienic environment by performing light housekeeping duties like laundry, dishwashing, etc.
Emergency Medical Dispatcher
American Medical Response
05.2008 - 12.2012
- Performed all duties in a safe, courteous, confidential and professional manner.
- Respond to calls for emergency and non-emergency assistance and dispatch appropriate ambulance response.
- Determine nature of call, location and maintain communication with caller to give first aid instruction if necessary.
- Maintain communication with dispatched units to monitor their response.
Emergency Medical Dispatcher
Rural Metro Ambulance
07.2004 - 12.2007
- Performed all duties in a safe, courteous, confidential and professional manner.
- Respond to calls for emergency and non-emergency assistance and dispatch appropriate ambulance response.
- Determine nature of call, location and maintain communication with caller to give first aid instruction if necessary.
- Maintain communication with dispatched units to monitor their response.
- Trained new dispatchers and call auditing for EMD protocol compliance.
Emergency Medical Dispatcher
Rural Metro Ambulance
08.2000 - 07.2003
- Performed all duties in a safe, courteous, confidential and professional manner.
- Respond to calls for emergency and non-emergency assistance and dispatch appropriate ambulance response.
- Determine nature of call, location and maintain communication with caller to give first aid instruction if necessary.
- Maintain communication with dispatched units to monitor their response.
- Trained new dispatchers and call auditing for EMD protocol compliance.
Education
GED -
Colorado Dept. of Education
Denver, COSkills
Regulatory adherence
Electronic record management
Member advocacy
Needs assessment
HIPAA compliance
Effective communication
Relationship building
Customer service
Problem solving
Organizational skills
Confidentiality protection
Quality assurance
Team collaboration
Professionalism
Care coordination
Documentation skills
Appointment scheduling
Electronic health records
Appointment reminders
Insurance verification
Patient confidentiality
Education
other
Timeline
Patient Service Representative
CommonSpirit Southwest Oncology
06.2025 - 10.2025
Sr. Service Advocate
Aetna
10.2020 - 12.2024
Adult Caregiver
Caregiver for Nancy Nelson
07.2013 - 01.2020
Emergency Medical Dispatcher
American Medical Response
05.2008 - 12.2012
Emergency Medical Dispatcher
Rural Metro Ambulance
07.2004 - 12.2007
Emergency Medical Dispatcher
Rural Metro Ambulance
08.2000 - 07.2003
GED -
Colorado Dept. of Education