NELQUETA HOOKS
Houston,TX
Summary
Performance-focused Medical Support Assistant offering broad-based experience in medical administration and patient care management. Talented at building and cultivating professional relationships, coordinating appointments and performing wide range of administrative duties. Well-defined communication, technical and analytical aptitudes. Solution oriented and proactive at analyzing processes and identifying opportunities to improve service standards and resolve complex problems.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Advanced Medical Support Assistant
Veteran Affairs
10.2020 - Current
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Streamlined front desk operations for improved workflow and reduced wait times.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Contributed to higher patient retention rates by consistently delivering compassionate care during check-in/check-out processes.
- Communicate with non-VA medical facilities; facilitate/process secure messaging with patients and team via CPRS and MS Teams.
- Develop and manage tracking systems for follow up care such as consults, tests, etc.
- Participate in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting flow and sequencing of work to meet team and patient needs.
- Evaluate patient information and clinic schedule lists to determine whether patient is vested and educating providers about shared patients.
- Worked within a team to reinforce plan of care and self-help solutions by entering appropriate information into Electronic Health record in CPRS, VSE, Outlook and Vista.
- Monitor pre-appointment requirements to assure readiness for patient visit/procedure while managing electronic wait list to verify and validate accuracy and resolve issues.
- Assist with issuing Veteran Identification cards and processing them via VHIC database.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into a team.
Patient Access Coordinator II
Ohio State University Wexner Medical Center
04.2016 - 09.2020
- Improved patient satisfaction by streamlining the registration process and reducing wait times.
- Enhanced communication between departments by regularly updating patient information and coordinating schedules.
- Increased efficiency of daily operations by implementing electronic health record system for accurate data management.
- Strengthened relationships with insurance providers, ensuring timely processing of claims and reimbursement approvals.
- Reduced errors in billing processes by meticulously reviewing and verifying patient demographics and insurance information.
- Facilitated smooth admissions process for patients by pre-registering them, providing clear instructions, and answering their inquiries promptly.
- Assisted in staff training on new procedures, policies, and software applications to improve overall performance of the department.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Scheduled return appointments, referrals, imaging/diagnostic orders and other appointments as assigned within EPIC system.
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
- Assure accurate appointment, demographic and insurance information is gathered to support clinical and financial needs including changes to insurance or other patient information.
- Used a variety of software packages which include the Electronic Medical record, scheduling and registration systems, ABN, eligibility, document management software, etc
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Initiate authorization for services as needed utilizing clinical information provided by the ordering physician
- Monitor and track authorizations, including ensuring accurate CPT codes, location of service performed and expiration dates.
- Generated and communicated new ideas and suggestions that improved quality or service.
- Provided compassionate service to patients and their families during difficult times, addressing concerns promptly and offering assistance as needed.
Senior Customer Service Representative
Express Clothing
01.2011 - 03.2016
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Research and investigate customer orders for possible fraud and fraud trends in an efficient manner.
- Documented orders properly into Accertify system; Communicate with financial institutions, Law enforcement and cardholders regarding pre-authorizations, fraud cases, deposits, refunds, chargebacks and customer orders.
- Maintained a 90% or higher on monitors and call quality.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Belmont High School
Dayton, OHSkills
- Medical Billing Experience
- Patient Scheduling Abilities
- Conflict Resolution Techniques
- Data Entry Proficiency
- Medical Office Support
- Medical Terminology Understanding
- Adaptability and Flexibility
- Strong Communication Abilities
- HIPAA Compliance Understanding
- Organizational Competence
- Teamwork and Collaboration
- Problem Solving Aptitude
- Data Entry
- Medical Office Administration
- Appointment Setting
- Payroll
- Employee Training and Development
- MS Word
- MS Excel
- MS Powerpoint
- Attention to Detail
- Payment Collection
- Insurance Verification
Certification
Completed Microsoft Office User Specialist (MOUS) program in 2001
Timeline
Advanced Medical Support Assistant
Veteran Affairs
10.2020 - Current
Patient Access Coordinator II
Ohio State University Wexner Medical Center
04.2016 - 09.2020
Senior Customer Service Representative
Express Clothing
01.2011 - 03.2016
High School Diploma -
Belmont High School
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