NICKELLE O'NEIL
New York
Summary
Dynamic Patient Communication Representative with a proven track record at Great Lakes Cardiovascular, excelling in patient scheduling and conflict resolution. Enhanced operational efficiency through meticulous documentation and process improvement. Skilled in federal regulatory compliance and stakeholder communication, ensuring exceptional patient satisfaction and timely access to services.
Overview
3
3
years of professional experience
Work History
Patient Communication Representative
Great Lakes Cardiovascular
09.2025 - Current
- Represented organization as frontline contact, enhancing patient satisfaction and ensuring timely access to services.
- Resolved patient concerns, referrals, and scheduling conflicts while verifying insurance and ensuring documentation accuracy.
- Coordinated high-volume inbound and outbound calls to schedule patient appointments with multiple cardiovascular providers.
- Maintain detailed electronic medical record documentation to support continuity of care and operational efficiency.
Contact Representative
Department of the Treasury - Internal Revenue Service
07.2024 - 08.2025
- Applied federal tax laws and IRS regulations to resolve complex taxpayer inquiries in a high-volume call center environment.
- De-escalated sensitive situations and provided clear guidance, enhancing taxpayer understanding and resolution success.
- Established payment agreements and clarified compliance requirements, ensuring accuracy and taxpayer adherence.
- Monitored and achieved performance metrics while ensuring compliance and delivering high-quality customer service.
Equal Employment Opportunity Intern (NDIP)
Buffalo VA Medical Center
01.2024 - 05.2024
- Facilitated workforce diversity initiatives that raised awareness of veteran needs and promoted inclusivity.
- Redesigned Minority Veteran & Health Equity SharePoint site to enhance employee engagement and access to resources.
- Developed the VA Light Electronic Action Framework (LEAF), increasing departmental processing efficiency by 20%.
Public Affairs Intern (NDIP)
Buffalo VA Medical Center
08.2023 - 12.2023
- Designed outreach materials and coordinated engagement initiatives, fostering collaboration across departments.
- Researched public policy issues impacting veteran care and community resources.
- Assisted in developing communication materials for veteran outreach programs.
- Coordinated events to promote health services and resources for veterans.
- Managed internal communications and weekly staff newsletters, enhancing clarity of organizational messaging.
Education
Master of Business Administration (MBA) - Healthcare Administration
Niagara University
Lewiston, NY01-2024
Bachelor of Science - Sports Management
Saint Peter's University
Jersey City, NJ05-2022
Associate of Arts - Liberal Arts
Niagara County Community College
Sanborn, NY01-2022
Skills
- Patient scheduling
- Healthcare Operations
- Regulatory compliance
- Healthcare Analytics
- Data management
- Microsoft Office
- Salesforce
- SharePoint
- Process Improvement
- Conflict Resolution
- Stakeholder Communication
Websites
Timeline
Patient Communication Representative
Great Lakes Cardiovascular
09.2025 - Current
Contact Representative
Department of the Treasury - Internal Revenue Service
07.2024 - 08.2025
Equal Employment Opportunity Intern (NDIP)
Buffalo VA Medical Center
01.2024 - 05.2024
Public Affairs Intern (NDIP)
Buffalo VA Medical Center
08.2023 - 12.2023
Master of Business Administration (MBA) - Healthcare Administration
Niagara University
Bachelor of Science - Sports Management
Saint Peter's University
Associate of Arts - Liberal Arts
Niagara County Community College