Misty Nelson
Weatherford,TX
Summary
Hardworking and focused Administrative and Customer Service professional offering excellent communication, planning and prioritization skills demonstrated through 20 years of performance. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Assistant
- Liaison between corporate office and multiple provider offices
- Organize monthly group meetings with clinical staff and quarterly leadership meetings.
- Organized resources, records and personnel to accomplish aggressive targets
- Reviewed and edited documents for accuracy, grammar and clarity
- Managed calendars and coordinated travel arrangements and accommodation for senior-level staff to optimize schedules
- Developed and implemented strategies to streamline office operations
- Prepared PowerPoint presentations for senior-level staff with attention to detail
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
- Increased customer service success rates by quickly resolving issues
- Completed daily logs for management review
- Performed wide-ranging administrative, financial and service-related functions
Project Coordinator, • Assistant
- Assist physician leadership in the development of project plans
- Use detailed metrics to track the progress of corporate projects
- Organize, coordinate and track requests and submissions of documents between physicianoffices and the corporate office
- Research, audit, analyze and input data.
- Created job files for each project and maintained current data in each file
- Prepared meeting agendas and minutes for distribution and record keeping
- Established rapport and engaged with stakeholders to build lasting professional relationships
- Developed and maintained filing systems to facilitate easy access to information
- Reviewed and edited documents for accuracy, grammar and clarity
- Created and distributed agendas for meetings and conference calls as part of meeting preparation
- Prepared PowerPoint presentations for senior-level staff with attention to detail
Senior Member Service Representative
- Resolve member team issues around member concerns
- Performance improvement and training of team members
- Ensure timely communication around member concerns.
- Responded to customer calls and emails to answer questions about products and services
- Maintained and managed customer files and databases
- Developed, implemented and collated customer satisfaction surveys for improved insight
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Increased efficiency and team productivity by promoting operational best practices
- Implemented and developed customer service training processes
Lead Scheduler
- Write and conduct annual performance appraisals
- Manage initial training of new employees and monitor productivity and performance.
Referral Coordinator
Fort Worth Vascular
01.2022 - Current
- Manage front office functions including patient relations, scheduling and collecting surgerypayments for multiple surgeons
- Assure referrals meet provider guidelines and distribute to front office staff.
- Responded to patient inquiries to offer timely updates regarding referral status
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process
- Accessed and reviewed patient records to verify receipt completed referral paperwork
- Developed and maintained strong working relationship with referral sources to streamline processing
- Developed and implemented effective strategies to increase referral sources
- Developed and implemented training programs for staff
Population Health Specialist
Privia Medical Group
01.2019 - 01.2022
- Provide primary care physicians data to implement action plans to improve patient health
- High level of organization to show progress of quality measures to physicians and directors
- Work directly with multiple primary care physicians to maximize incentives based on quality.
- Developed health plans for patients to improve overall health or recover from injuries and illnesses
Patient Access Specialist
Cook Children's Medical Center
01.2017 - 01.2019
- Gather patient demographic information with a high level of accuracy in various departmentsthroughout the medical center
- Full understanding of revenue cycle and obtaining information to maximize reimbursement
- High level of customer service skills to enhance positive relationships with patients and families.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Collected and validated patient demographics and insurance information
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Resolved patient billing issues in line with established guidelines
Practice Consultant Associate
Texas Health Care dba Privia Medical Group
01.2014 - 01.2017
Front Desk Coordinator
Roberta J. Dosh, D.D.S
01.2012 - 01.2014
- Greet and welcome patients
- Preauthorize dental procedures
- Verify insurance eligibility and obtain co-payments and deductibles
- Manage marketing and social media advertisement.
Account Representative
Leprechaun, LLC
01.2007 - 01.2011
- Oversee regular client interface and organization of all aspects of thecompany's products and services to ensure client satisfaction
- Prepare vendor project status reports with data entry
- Attend and prepare meeting notes.
- Supported customer satisfaction through regular follow-up and communication
- Identified and implemented process improvements to maximize efficiency
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
- Developed and maintained strong working relationships with professionals within assigned territory
- Built relationships with customers and community to promote long term business growth
- Recorded accurate and efficient records in customer database
Patient Coordinator
Baylor Family Medicine
01.2007 - 01.2007
Patient Coordinator
NYDIC Open MRI of America
01.2005 - 01.2006
Patient Coordinator
Southwest Neurological Surgery Associates
01.2002 - 01.2005
Education
Bachelor of Science - Psychology
Tarleton State University
Stephenville, TXAssociate of Arts -
Tarrant County College District
Fort Worth, TX05.2011
Skills
- Customer Relationship Management and Client Relations
- Senior Leadership Support
- Staff Management
- Statistical Data Gathering and Management
- Account Reconciliation
- Advanced MS Office Suite Knowledge
- Windows and MAC OSX operating systems
Timeline
Referral Coordinator
Fort Worth Vascular
01.2022 - Current
Population Health Specialist
Privia Medical Group
01.2019 - 01.2022
Patient Access Specialist
Cook Children's Medical Center
01.2017 - 01.2019
Practice Consultant Associate
Texas Health Care dba Privia Medical Group
01.2014 - 01.2017
Front Desk Coordinator
Roberta J. Dosh, D.D.S
01.2012 - 01.2014
Account Representative
Leprechaun, LLC
01.2007 - 01.2011
Patient Coordinator
Baylor Family Medicine
01.2007 - 01.2007
Patient Coordinator
NYDIC Open MRI of America
01.2005 - 01.2006
Patient Coordinator
Southwest Neurological Surgery Associates
01.2002 - 01.2005
Assistant
Project Coordinator, • Assistant
Senior Member Service Representative
Lead Scheduler
Bachelor of Science - Psychology
Tarleton State University
Associate of Arts -
Tarrant County College District
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