Nicole Buck
Charlotte,NC
Summary
Health & Human Services specialist with 17 years of experience in medical healthcare administration; ranging from corporate, revenue/financial counseling, patient registration, insurance verification to prior authorization/referrals. 7 years of experience in leadership roles such as lead patient services representative and business office manager; efficiently managing successful medical offices. Dedicated to maintaining excellent patient care. Additionally, focused, and skilled in delivering caring and compassionate support to address mental illness and behavioral health. Well-versed in leading both one-on-one and group counseling sessions to improve client well-being and coping skills development. 9-year history of advocating for clients to obtain resources and enhance support networks through case management.
Overview
9
9
years of professional experience
Work History
Patient Relations Coordinator/REMOTE
VillageMD
07.2023 - Current
- Response to patient complaints in a timely manner according to established protocols.
- Investigate complaints from patients and providers that may include risk management, behaviors concerns, and quality of care issues
- Mediate and advocate to ensure facility/provider safety measures
- Facilitate communication between patients and healthcare providers.
- Identify areas for improvement in customer service standards.
- Resolve conflicts between patients, families, visitors, and medical staff members.
- Collaborate with other departments to ensure that all patient needs are met promptly and professionally.
- Monitor patient feedback surveys to identify areas where further improvements could be made.
- Advocate for patient rights as outlined in relevant laws and regulations.
- Ensure compliance with HIPAA regulations regarding confidentiality of patient information.
- Participate in team meetings focused on developing better ways of addressing customer concerns, case management, risk management and possible medical malpractice
- Collaborate with clinical and administrative staff to meet patient needs.
- Cultivate positive relationships with patients to help facility and meet satisfaction scores and patients obtain best possible care.
- Receive patient inquiries or complaints and directed to appropriate medical staff members.
- Verify documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Utilize deescalate strategies for patient and providers
Crisis Intervention Specialist
Dreams & Visions, LLC
12.2015 - Current
- Provides crisis intervention services to individuals in need of emotional support and guidance.
- Facilitate group sessions to assist clients in developing coping mechanisms for dealing with crisis situations.
- Maintain accurate records of all case notes, progress reports, and other documentation related to client care.
- Monitor clients' progress throughout their course of treatment; adjusted interventions as needed based on changes in condition or circumstances.
- Collaborate with other healthcare providers such as psychiatrists, psychologists, social workers, and primary care physicians to ensure comprehensive care for clients.
- Support clients through difficult times by providing a safe space where they could express themselves without fear of judgement or criticism.
- Provide education about different types of mental illnesses and treatments options available.
- Act as a liaison between the client's family members and medical team during times of need.
- Respond quickly and effectively when emergency situations arose; managed high stress environments with professionalism.
- Organiz outreach programs within local communities aimed at raising awareness about mental health issues.
Patient Care Coordinator
Optum (Westmed Medical Group)
06.2016 - 07.2022
- Coordinated patient care services with the medical team to ensure quality and timely delivery of care.
- Maintained accurate records of all patient care activities using electronic health record systems.
- Provided comprehensive administrative support to department staff
- Reviewed cases to determine the need for escalation
- Managed patient scheduling and rescheduling, directing related billing issues to a billing specialist
- Obtained prior authorizations for MRIs, CTSCAN and Lead Coordinator over authorizations for Breast Surgery and Sleep Studies
- Maintained high-level knowledge of federal and state regulations on patient privacy and authorized consent
- Maintained complete documentation for permanent records and auditing purposes.
- Scheduled evaluations and procedures for patients.
- Communicated with patients to ensure the quality of care and develop care plans
- Liaise effectively with patients, doctors, and staff members, assessing medical charts and promoting a high level of communication and interaction.
- Established strong work network by building professional relationships with physicians and fellow employees.
Education
Master of Science - Psychology
University of Phoenix
Tempe, AZ03.2018
Ph.D. - Psychology
Walden University/Currently Enrolled
Minneapolis, MNSkills
- Complaint Investigation
- Corporate Administration
- Leadership & Team Player
- Case Management
- Compliancy
- Evaluating Quality of Care
- Registration and Scheduling
- Resolving Problems
- Crisis Intervention
- Quality Standards and Protocols
- Knowledge of Community Services and Programs
- Calm and Effective Under Pressure
- Healthcare Operations
- Team Player
- Ability to Multi-task
- Expert in medical terminology
- Building rapport with clinical staff and international insurance providers
- Service screening
- Suicide prevention
- Reflective listening
- Client /Provider advocacy
- Recovery and rehabilitation
- Community Resources
- Computer proficiency
References
References available upon request.
Timeline
Patient Relations Coordinator/REMOTE
VillageMD
07.2023 - Current
Patient Care Coordinator
Optum (Westmed Medical Group)
06.2016 - 07.2022
Crisis Intervention Specialist
Dreams & Visions, LLC
12.2015 - Current
Master of Science - Psychology
University of Phoenix
Ph.D. - Psychology
Walden University/Currently Enrolled
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