Kimberly Nickell
West Liberty,USA
Summary
Seasoned management professional who excels in establishing excellent working relationships with customers and employees and strives to build a culture for success. Versatile Manager focused on team building and talent development and driven to surpass company goals. Decisive Manager motivated to drive company growth through recruiting and selection. Passionate about helping clients and employees with expertise in excellent customer service and people skills. High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive office and company growth.
Experienced with managing patient interactions and administrative responsibilities. Utilizes effective communication and problem-solving skills to enhance patient satisfaction. Knowledge of healthcare protocols and administrative procedures ensures smooth operations.
Overview
38
38
years of professional experience
Work History
Patient Service Representative
UK St Claire Hospital
Morehead, KY
09.2024 - Current
- Managed appointment scheduling using electronic health record systems to improve patient flow.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Streamlined check-in processes, reducing wait times for guests.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Enhanced guest experience by maintaining welcoming and organized reception area.
- Greeted visitors warmly, creating positive first impression of organization.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Built and maintained positive working relationships with patients and staff.
- Trained new staff on office protocols and best practices for patient interactions and documentation.
- Coordinated with interdisciplinary teams to support comprehensive patient treatment plans and follow-ups.
- Implemented process improvements that reduced wait times and increased overall patient satisfaction scores.
- Provided exceptional customer service, addressing patient inquiries and resolving issues promptly.
- Coordinated with healthcare providers to facilitate efficient communication regarding patient care needs.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Implemented process improvements that reduced wait times for patients during peak hours.
- Assisted patients in filling out check-in and payment paperwork.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Managed front desk operations, ensuring smooth check-in and check-out processes for guests.
- Coordinated appointment scheduling and handled multi-line phone systems efficiently.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Streamlined workflow processes, enhancing communication between departments to improve guest experiences.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Compiled and submitted daily reports on front desk activities, offering insights for process improvements.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Followed document protocols to safeguard confidentiality of patient records.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Managed patient check-in process, ensuring seamless registration and appointment scheduling.
Insurance Agent
WoodmenLife
West Liberty, KY
04.2024 - 09.2024
- Developed customized insurance solutions to meet client needs.
- Established and maintained strong relationships with clients for long-term retention.
- Conducted comprehensive policy reviews, ensuring compliance with regulations and best practices.
- Mentored junior agents on effective sales strategies and customer service techniques.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Streamlined administrative tasks, improving overall office efficiency and productivity.
- Customized insurance packages to client needs, enhancing customer satisfaction and loyalty.
- Maintained high level of industry knowledge through continuous professional development, ensuring advice was always accurate and relevant.
- Created sources for continuous client referrals within community and with businesses using extensive networking skills.
- Conducted annual reviews of existing policies to update information.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Collected premiums on or before effective date of coverage.
- Finalized sales and collected necessary deposits.
- Generated leads through cold-calling, networking and other outreach methods.
Patient Service Representative
ARH Medical Center
West Liberty, KY
07.2023 - 06.2024
- Facilitated patient check-in and check-out processes to enhance operational efficiency.
- Managed appointment scheduling using electronic health record systems to improv.
- Provided exceptional customer service, addressing patient inquiries and concerns effectively.
- Collaborated with healthcare providers to streamline communication and optimize patient care.
- Educated patients on insurance coverage and billing procedures, ensuring transparency in services rendered.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Built and maintained positive working relationships with patients and staff.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Followed document protocols to safeguard confidentiality of patient records.
Agent/Associate Director
Monumental/Transamerica Life Insurance
Mount Sterling, Ky
05.2003 - 07.2023
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
- Met with existing and prospective clients each week to select appropriate insurance policies.
- Calculated quotes and educated potential clients on insurance options.
- Finalized sales and collected necessary deposits.
- Obtained referrals through direct referrals, marketing and cold calling.
- Contributed ideas and offered constructive feedback at weekly sales and training meetings.
- Carefully interviewed, selected, trained and supervised staff.
- Clearly and promptly communicated pertinent information to staff.
- Strategically developed effective marketing plans.
- Addressed and resolved policyholder complaints.
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
- Actively participated in ongoing customer service programs to build sales and rapport in the community.
- Led and directed team members on effective methods, operations and procedures.
- Worked closely with Managing Director to exceed office and company goals.
Store Manager
McDonald's
West Liberty, Ky
04.1994 - 05.2003
- Carefully interviewed, selected, trained and supervised staff.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
- Correctly calculated inventory and ordered appropriate supplies.
- Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
- Actively participated in ongoing customer service programs to build sales and rapport in the community.
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Led and directed team members on effective methods, operations and procedures.
- Prepared for and executed new menu implementations.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Maintained a safe working and guest environment to reduce the risk of injury and accidents.
- Scheduling
- Payroll
Assistant Manager
Hardees
West Liberty, Ky
08.1988 - 04.1994
- Carefully interviewed, selected, trained and supervised staff.
- Maintained a safe working and guest environment to reduce the risk of injury and accidents.
- Led and directed team members on effective methods, operations and procedures.
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Correctly calculated inventory and ordered appropriate supplies.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
Education
High School Diploma -
Morgan County High School
West Liberty, Ky01-1988
Skills
- Natural leader
- Strong work ethic
- Conflict resolution techniques
- Passion for customer satisfaction
- Building Team Morale
- Recruiting, Selection and Interviewing
- Managing Systems
- Delegation
- Training/Transferring skills
Accomplishments
- Moved to management for Hardees after 2 months of employment.
- Moved from Assistant Manager to Manager of McDonalds.
- Completed the McDonald's training schools.
- Maintained PAC goals as Manager of McDonald's
- Qualified for club trips with Monumental/Transamerica
- Attended and completed the first training school for Monumental/Transamerica
- Attended and completed Allen Jackson's Leadership Development Class
- Number one sales manager for Transamerica (Region 3) in 2013
Affiliations
- West Liberty Rotary Club
- Relay for Life Team Captain
- Children's Church Director
- Children's Church Teacher
- Morgan County Chamber of Commerce
- Rowan County Chamber of Commerce
- Menifee County Chamber of Commerce
Timeline
Patient Service Representative
UK St Claire Hospital
09.2024 - Current
Insurance Agent
WoodmenLife
04.2024 - 09.2024
Patient Service Representative
ARH Medical Center
07.2023 - 06.2024
Agent/Associate Director
Monumental/Transamerica Life Insurance
05.2003 - 07.2023
Store Manager
McDonald's
04.1994 - 05.2003
Assistant Manager
Hardees
08.1988 - 04.1994
High School Diploma -
Morgan County High School