nancy thompson
North Andover,MA
Summary
Dedicated professional with extensive experience in customer service within healthcare. Proficient in managing insurance verification and appointment scheduling, ensuring patient confidentiality while fostering a positive patient experience.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Patient Service Representative
CVS Specialty Pharmacy
Milford, MA
01.2007 - 02.2024
- Delivered exceptional patient support through effective communication and problem-solving skills.
- Processed prescription orders accurately, ensuring compliance with healthcare regulations and company policies.
- Coordinated with healthcare providers to resolve medication-related inquiries and enhance patient care.
- Trained new staff on operational procedures, fostering a collaborative team environment.
- Implemented process improvements that streamlined workflow and increased service efficiency.
- Facilitated effective communication between patients and clinical staff, enhancing overall patient experience.
- Streamlined appointment scheduling procedures, improving efficiency and reducing patient wait times.
- Improved patient satisfaction by efficiently registering patients and verifying insurance information.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Determined patient financial needs and referred eligible patients to proper county, state, or federal agencies to obtain financial assistance.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Fostered a culture of professionalism within the department, ensuring consistent adherence to established guidelines and policies.
- Coordinated interpreter services when necessary to eliminate language barriers between staff and patients.
- Facilitated timely appointment scheduling for improved patient access to healthcare services.
- Increased accuracy in billing processes by diligently verifying insurance coverage and benefits eligibility.
- Strengthened communication between clinical staff and patients by addressing inquiries and concerns promptly.
- Promoted a positive hospital image through exceptional customer service during initial contact with patients.
- Streamlined pre-authorization requirements for various tests or procedures, reducing delays in treatment plans.
Receptionist
Holliston Meadows Pet Resort
Holliston, MA
11.2010 - 04.2019
- Managed front desk operations, ensuring efficient guest check-in and appointment scheduling.
- Provided exceptional customer service, addressing client inquiries and concerns promptly.
- Maintained accurate records of pet boarding and grooming services using management software.
- Coordinated communication between clients and veterinary staff for seamless pet care.
- Organized daily tasks to enhance workflow efficiency within resort operations.
- Trained new reception staff on procedures and customer service standards to uphold quality service.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
Education
Associate of Arts - Retail
Mount Ida
Newton, MA04.1975
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Patient intake
- Medical terminology
- Data entry proficiency
- Reception management
- Verbal and written communication
- Electronic health records
- Phone etiquette
- Patient follow-up
- Front desk supervision
- Clinical data entry
- Check-in coordination
- Appointment confirmation
- Insurance billing
Certification
Pharmacy tech license
Timeline
Receptionist
Holliston Meadows Pet Resort
11.2010 - 04.2019
Patient Service Representative
CVS Specialty Pharmacy
01.2007 - 02.2024
Associate of Arts - Retail
Mount Ida