Nancy Gee
Hutto,TX
Summary
Dynamic healthcare professional with a proven track record at Baylor Scott & White, excelling in patient service and communication. Recognized for enhancing patient satisfaction through empathetic support and effective problem resolution. Skilled in HIPAA compliance and appointment scheduling, demonstrating strong organizational abilities and a commitment to continuous improvement in service delivery.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
24
24
years of professional experience
Work History
PSS III
Baylor Scott & White
01.2001 - 06.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted patients in navigating healthcare services and benefits information.
- Coordinated communication between healthcare providers and patients to ensure seamless service delivery.
- Resolved customer inquiries effectively, maintaining high satisfaction levels through empathetic support.
- Implemented process improvements that enhanced efficiency in patient service workflows.
- Trained new staff on customer service protocols and best practices for optimal performance.
- Analyzed patient feedback to identify trends, informing strategies for service enhancements.
- Led initiatives to streamline appointment scheduling, reducing wait times for patients significantly.
- Mentored team members on effective communication techniques to improve overall patient experience.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Education
No Degree - Business
North Harris Community College
Houston, TXSkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
- Organizational skills
- Organization and time management
- Decision-making
- Problem resolution
- Computer skills
- Data entry
- Relationship building
- Complaint handling
- Payment processing
- Microsoft outlook
- Scheduling
- Follow-up skills
- Appointment scheduling
- Order processing
- Documentation
- Insurance verification
- HIPAA compliance
- Patient confidentiality
- Medical terminology
- Referral coordination
- Empathy and patience
- Healthcare industry
- Patient eligibility verification
- Patient registration
- Phone and email etiquette
- Registration and admissions
- Scheduling diagnostic procedures
- Money handling
- Patient check-in
- Registration management
- Electronic health records
- Medical coding
Active listening
Analytical thinking
Planning
Team building
Customer relations
Work prioritization
Customer relationship management (CRM)
Staff training and development
Recruiting and interviewing
Coaching and mentoring
Languages
English
Interests
- Volunteering
- Horseback Riding
- Dancing
- Music
- I enjoy helping others and giving back to the community
- Reading
- Watching Movies and TV Shows
- Animal Care
Timeline
PSS III
Baylor Scott & White
01.2001 - 06.2025
No Degree - Business
North Harris Community College
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