Latoya M. Nicholas
Pembroke Pines,Florida
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Hardworking and passionate job seeker with strong organizational skills.Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Experienced Medical Assistant with extensive knowledge of medical regulations and policies. Offers strong dedication to informed patient care, administrative excellence and confidentiality. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Medical Assistant, Front Desk
Memorial Healthcare System- South Broward Community Health
03.2018 - Current
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Verified patient insurance coverage and collected required co-payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered and updated sensitive customer information during check-ins and room changes.
- Handled calls promptly and with courteous professionalism.
- Navigated multiple computer systems expertly to handle customers' sales and service needs.
Customer Service, Medical Assistant
Urogynecology
12.2014 - 08.2016
- Front /Back office
- Urinalysis, urology, Urodynamic testing
- Bladder installations
- Insurance verification and collect co-pays
- Scheduling and confirming appointments
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collected and documented patient medical information such as blood pressure and weight.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Verified patient insurance coverage and collected required co-payments.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Coordinated customer service team projects, achieving successful on-time completion.
- Created and maintained customer service policies and procedures, contributing to improved customer retention.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Developed customer service scorecards to measure customer service performance.
Front Desk Receptionist and Customer Service
Pediatric Care
09.2017 - 11.2017
- Greeted and verified members and guests upon entry to optimize security.
- Communicated reservation rates and information using suggestive selling techniques to increase occupancy and revenue.
- Created and maintained pleasant and calming environment to deliver excellent experience for members and guests.
- Kept abreast of in-house and area functions to answer questions and concerns in-person and on telephone.
Medical Assistant and Front Desk
Dr. McIntosh
06.2013 - 01.2014
- Venipuncture, injections and call in proscriptions
- Vital Signs, Wound Care, Triage
- Performed EKG and Urinalysis
- Assisted with Spirometry and Pap smear
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Completed clerical duties and tasks for clinic administration.
- Transcribed phone messages and relayed to appropriate personnel.
- Maintained current and accurate medical records for patients.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Completed patient referrals to other medical specialists.
- Supported office staff and operational requirements with administrative tasks.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Invoiced patients accurately in line with charging guidelines.
- Printed prescription requests and queries in compliance with practice protocol.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Obtained payments from patients and scanned identification and insurance cards.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Processed medical insurance claims and payments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Registered and verified patient records before triage with most up-to-date information.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Assisted with medical coding and billing tasks.
- Received and routed laboratory results to correct clinical staff members.
- Placed new supply orders, managed inventory and restocked clerical spaces.
Medical Assistant/MHT
Broward County Main Jail
05.2013 - 11.2013
- Phlebotomy/venipuncture
- Urinalysis, Detox, injection and Vitals
- Monitored detox phase, suicide watch, and basic x-rays
- Suicide watch and wounds
- Administered and prescribed appropriate courses of treatment.
- Cleaned and sterilized medical instruments and disposed of contaminated supplies.
- Took patient medical histories and vital signs as well as performed venipunctures, injections and diagnostic procedures and ancillary tests.
Front Desk Receptionist and Customer Service
Family Medicine
08.2012 - 05.2013
- Scheduled Surgeries at out-patient facilities and hospitals
- In charge of updating doctor’s surgical schedule
- Perform pre-ops, vitals and schedule appointments
- Insurance verification and call in prescriptions
- Obtain authorizations and surgical
- Greeted and verified members and guests upon entry to optimize security.
- Communicated reservation rates and information using suggestive selling techniques to increase occupancy and revenue.
- Created and maintained pleasant and calming environment to deliver excellent experience for members and guests.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
Education
Associate Degree In Nursing - Nursing
Florida Career College
Fort Lauderdale, FL05.2017
Certification - Medical Assisting
Sheridan Tech
Hollywood, FL03.2006
High School Diploma -
Parkway Academy
Miramar, FL06.2003
Skills
- Multi-Phone line system, Billing & Coding
- Electronic medical record, vital signs, wound care and Allergy testing certified
- Equipment Troubleshooting and Maintenance
- Patient Relations
- Sterilizing Procedures
- Medical Histories and Vital Statistics
- BLS Certified
- Advising Patents
- Claim Forms
- Telephone Etiquette
- Medical Report Preparation
- Medical Records Management
- Medical Screening
- Critical Thinking
- Records Maintenance
- Online Systems
- Collecting Patient Specimens and Tests
- Answer Telephones
- Clerical Support
- Medical Communications
- Patient Data Processing
- Appointment Scheduling
- Telephonic Triage
- EMR Systems
- Patient Health Information Access
- Adaptable and Flexible
- Teamwork and Collaboration
- Patient Callbacks
- HIPAA Guidelines
- Healthcare Administration
- Workflow Optimization
- Patient Data Privacy
- Computer Proficient
- Data Entry Software
- Word Processing
- Typing and Filing
- Prescription Refills
- Scheduling Tests and Procedures
- Operational Requirements
- Organization and Time Management
- Medical Billing and Coding
- Outpatient Procedures
- Medical Transcription
- Administering Medications
- Front Desk Operations
- Medical Terminology Knowledge
- Typing Proficiency
- Conflict Resolution
- Customer Service
Languages
English
Native or Bilingual
Timeline
Medical Assistant, Front Desk
Memorial Healthcare System- South Broward Community Health
03.2018 - Current
Front Desk Receptionist and Customer Service
Pediatric Care
09.2017 - 11.2017
Customer Service, Medical Assistant
Urogynecology
12.2014 - 08.2016
Medical Assistant and Front Desk
Dr. McIntosh
06.2013 - 01.2014
Medical Assistant/MHT
Broward County Main Jail
05.2013 - 11.2013
Front Desk Receptionist and Customer Service
Family Medicine
08.2012 - 05.2013
Associate Degree In Nursing - Nursing
Florida Career College
Certification - Medical Assisting
Sheridan Tech
High School Diploma -
Parkway Academy
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