NICHOLE GRAY
Pflugerville,TX
Summary
Organized and dedicated Administrative Assistant with a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks in a timely manner. Self-motivated work ethic with ability to work well independently in team environments.
Overview
22
22
years of professional experience
Work History
Manager
Nichole Grays Lash Studio
Roundrock, TX
07.2015 - Current
- Trained employees on additional job positions to maintain coverage of roles.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Entered time and attendance logs in preparation for payroll.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Delegated work to staff, setting priorities and goals.
- Utilized MS Office and Excel to analyze data and create spreadsheets.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Completed timely changes and updates to schedules in central scheduling system.
- Communicated schedule changes to appropriate department personnel and other ancillary areas.
- Guided employees in handling difficult or complex problems.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Administrative Assistant
SPNET
Austin, TX
07.2018 - 07.2019
- Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes
- Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers
- Identified and recommended changes to existing processes to improve accuracy, efficiency and responsiveness of customer service department.
Medical Administrative Specialist
Veteran Financial Services (ATP Contractor)
Austin, Texas
11.2016 - 07.2017
- Provided administrative services, including phone and email correspondence, making copies and handling incoming and outgoing mail and faxes
- Greeted clients and visitors in a friendly, courteous manner
- Established data entry priorities, sorted data, and entered accurately
- Analyze bulk claims and determine appropriate payment amounts
- Ensure appropriate diagnostic and procedural coding for all HCFA-1500, UB92 and other claim forms
- Prepare claims for payments
- Validate appropriate claim adjustments to resolve payment discrepancies
- Ensure accuracy of information included in VA-FSC vendor file for medical providers
- Interface with VA-FSC activities including mailroom in support of preparation and scanning of paper claims.
- Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
- Maintained a secure filing system for confidential documents.
- Processed incoming medical records requests.
- Scanned and validated medical records for upload.
- Reviewed patient charts for accuracy and completeness.
- Processed and invoiced records requests from patients, providers and third parties.
- Identified discrepancies between physical documentation and electronic health records.
- Verified insurance eligibility prior to releasing protected health information.
- Analyzed trends in utilization rates and reported findings to management.
- Pulled patient records and transferred information to appropriate parties.
- Handled incoming calls and directed callers to appropriate department or employee.
- Prepared reports regarding patient visits, finances and other pertinent information as requested by management.
- Assisted with compiling and maintaining patient billing accounts, including verifying insurance coverage and collecting payments.
Administrative Assistant
RoundrockLevern's Professional Cleaning Service
Austin, TX
05.2007 - 07.2015
- Led front office duties such as managing projects and/or contribute to committee or team work for services administrative support
- Operate office equipment such as fax machines, copiers, and phone systems, and use computers for spreadsheets, word processing, database management, and other applications
- Set up and maintain paper and electronic filing systems for records, correspondence, and other material
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
- Locate and attach appropriate files to incoming correspondence requiring replies
- Open, read, route, and distribute incoming mail or other materials and answer routine letters
- Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions
- Set up and maintain paper and electronic filing systems for records, correspondence, and other material.
STS Operator
Capital Metro
Austin, TX
11.2001 - 07.2015
- Led the scheduling and dispatch of transportation for clients that are elderly and disabled, while obtaining all needed information and ensuring clients qualified for eligibility program benefits
- Provided assistance and guidance to mobility and visually impaired clients
- Ensured strict compliance with internal rules and regulations, and American Disability Act (ADA) policies
- Maintain metrics, reports, process documentation, customer service logs, or training or safety records
- Refer unresolved customer grievances to designated departments for further investigation
- Having Excellent Computer and keyboarding skills, including familiarity with Windows
- Books appointments utilizing computer system
- When booking appointments, also confirms and/or makes any changes to demographic information
- Confirmed rescheduled reports and books rescheduled appointments as necessary
- Confirmed patient appointments for scheduling
- Notifies appropriate personnel of emergencies, messages, patient arrivals, etc
- Also assisted with transportation of appointments
- Updates demographic information on existing and new clients as provided by client call or additional information received from referral resources
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Operate office equipment such as fax machines, copiers, and fax systems, and use of computers
- Made copies of correspondence of printed material
- Set up and maintain paper and proper electronic filing systems for records, correspondence and other material
- Review work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions
- Open, read, route, and distribute incoming mail or other materials and answer routine letters.
- Assisted patients with canceling and rescheduling appointments.
- Adhered strictly to HIPAA regulations when handling confidential patient information.
- Reviewed insurance information with patients and processed copays.
- Adjusted appointments according to priority and tracked appointment durations.
- Monitored wait times for appointments in order to reduce delays in patient care delivery.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Education
ASSOCIATE OF ARTS, Introduction to Psychology, Critical Thinking, Human Service Helping Process & Self Care, Collaboration & Conflict Resolution, Public Policy, Working With People, Social Welfare Strategy, Intro to Human Service - Case Management & Helping Strategies
University of Phoenix - Austin Campus
12.2021
Bachelor of Science - Social Psychology
Park University
Austin, TX12-2021
Skills
- Microsoft Word
- Excel
- Outlook
- Windows Software
- 35 WPM/ 10-key and keyboarding skills
- Excellent Customer Service Awards
- Excellent Customer Service Employee of the Month
- OIEMS Electronic Filing System /EMR Medical System
- Project management
- Record-keeping
- Documentation and reporting
- Customer service-oriented
- Data entry
- Document conversion
- Restocking supplies
- Multi-line phone proficiency
- Filing assistance
- Customer and client relations
- Accurate and detailed
- Regulatory compliance
- Critical Thinking
- Appointment setting
- Answering incoming calls
- Database management
- Medical Records Management
- ICD-10 Coding
- Insurance Verification
- HIPAA Compliance
- Attention to Detail
- Multitasking and Organization
- Appointment Scheduling
- Phone and Email Etiquette
- Computer Skills
- Patient Relations
- Records Management
- EMR Software
- Problem-Solving
- HIPAA Regulations
- Appointment Coordination
- Medical Billing
- Patient Registration
- Medical Terminology
- Bookkeeping
- Insurance Billing
- Appointment Management
- Patient Scheduling
- Knowledge of HIPAA Regulations
- Schedule Management
Timeline
Administrative Assistant
SPNET
07.2018 - 07.2019
Medical Administrative Specialist
Veteran Financial Services (ATP Contractor)
11.2016 - 07.2017
Manager
Nichole Grays Lash Studio
07.2015 - Current
Administrative Assistant
RoundrockLevern's Professional Cleaning Service
05.2007 - 07.2015
STS Operator
Capital Metro
11.2001 - 07.2015
ASSOCIATE OF ARTS, Introduction to Psychology, Critical Thinking, Human Service Helping Process & Self Care, Collaboration & Conflict Resolution, Public Policy, Working With People, Social Welfare Strategy, Intro to Human Service - Case Management & Helping Strategies
University of Phoenix - Austin Campus
Bachelor of Science - Social Psychology
Park University
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