Nichole Lumley

Kenmore,WA

Summary

Seasoned Administrative Assistant with over 30 years of customer service excellence, notably at Refresh Mental Health. Demonstrates a courteous demeanor and exceptional communication skills, adept in Microsoft Office Suite. Proven track record in improving customer satisfaction and efficiently managing multiple priorities, showcasing reliability and problem-solving capabilities. Organized and dedicated Administrative Assistant with 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. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

years of professional experience

Work History

Administrative Assistant / Billing Specialist

Refresh Mental Health

Kirkland, WA

11.2023 - Current

Answer incoming calls and make outgoing calls.
Schedule patient appointments.
Greet all guest, check in and out patients.
Collect copays, deductibles, coinsurance and self-pays.
Verify all patient forms are signed and complete.
Scan and upload documents and forms to patient charts.
Navigate an electronic charting system
Answer caller questions regarding services.
Review and research patient billing accounts.
Followed up with customers about resolved issues to maintain high standards of customer service.

Customer Service Rep Sr

UnitedHealth Group

Bothell, WA

10.2018 - 06.2023

All work done remotely
Answered constant flow of customer calls with minimal wait times.
Updated account information to maintain customer records.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Review and adjust/process medical claims

Support Specialist/Lead Customer Service Representative

EvergreenHealth Hospital

Kirkland, WA

01.2000 - 12.2017

Produced and managed a variety of reports on a daily, weekly, monthly and quarterly basis for a variety of hospital departments and outside contracts.
Served as a liaison between the Healthline and multiple hospital departments as well as outside contracts.
Handled all accounting including deposits, refunds, invoicing and reconciliation.
Managed all inventory and procured all office supplies, equipment and furniture.
Coordinated the production and managed the forms and supplies for 5 different hospital packets. Producing approximately 1100 a month.
Served as a departmental staff resource by communicating, educating and problem solving.
Managed text editors such as document manager for daily letter generation
Reporting, reporting efficient call progressing, medical center Information, and call detail reports.
Managed approximately 650-700 physician profiles for referral database.
Trained new Healthline employees (clinical and non-clinical) on call processing, physician referrals, class registration, service referral and introduction to call processing software functionality.
Answered incoming calls providing class information/registration, physician referral, service referral and detailed symptom based messages for the nurseline.

Education

GED -

GED Testing, Seattle, WA

Seattle

11.1989

Skills

Over 30 years of Customer Service
Courteous demeanor with exceptional communication skills
Adaptive team player who is very dependable and reliable
Effectively adapts to multiple changing priorities and task

Proficient with the entire Microsoft Office Suite and can quickly learn and adapt to new software systems
Detailed oriented
Problem solver

Timeline