NICOLE CRONK
Patient Access Specialist, Sr.
Palm Bay,FL
Summary
Knowledgeable patient support team member with good relationship-building and communication skills developed over 12 years of experience in healthcare and 6 years experience in mental health and substance use. Able to help patients work through issues and obtain the services necessary to meet their medical, mental health, and/ or substance use needs. Skilled at thoroughly investigating issues and following through to completely resolve all concerns. Hardworking and caring always looking for ways to improve each patient's experience and level of care. Smoothly coordinate resource referrals and support patients throughout different service levels. Follow current trends to offer the best support to every patient. Front desk operations Customer service-oriented Critical thinker
Overview
18
18
years of professional experience
Work History
Senior Patient Access Specialist
Diversus Health
Remote
04.2022 - Current
- Call monitoring and auditing for quality and assurance.
- Provided coaching and mentoring to improve employee job performance.
- Answered inbound calls
- Scheduling for multiple providers
- Providing exceptional communication both written and verbal.
- Addressed client inquires regarding services and enrollment.
- Triage client's need and handle appropriately and efficiently.
- Addressing client concerns or escalating if necessary
- Enhanced patient satisfaction by providing efficient registration and scheduling services.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Reduced billing errors by verifying demographic information and updating records as needed.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted new hires with their training and development, fostering a supportive work environment for all team members.
- Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
- Handled escalated calls professionally, working collaboratively with supervisors when necessary for resolution.
- Efficiently managed multiple tasks simultaneously while maintaining focus on serving customers effectively under pressure situations.
Patient Access Specialist II
Diversus Health
03.2020 - 03.2022
- Answer incoming calls or message and triaging clients needs
- Enrolling new clients into services with the organization
- Investigate clients inquires thoroughly to achieve exception results
- Responsible for scheduling and rescheduling all appointment types for clients
- Accurately answering question and inquires that clients or potential clients may have
- Documenting all interactions with clients in the electronic health record
- Using various forms of communication with other staff in the organization to address clients needs
- Being a resource for coworkers and assisting with training and coaching when needed.
Patient Access Specialist
AspenPointe
07.2017 - 03.2020
- Provided professional greetings to incoming visitors and customers, as well as friendly, knowledgeable assistance
- Was in charge of a high-volume and multiple-calls
- Responsible for scheduling all appointment types offered
- Responding to emails from staff and clients
- Returning calls from clients and potential clients
Care Assistant
Pikes Peak United
03.2017 - 07.2017
- Create various documents using Microsoft Office Suite
- Draft policy and procedures for El Paso County Continuum of Care to be in alignment with HUD regulations
- Meeting Preparation: Make Copies, book conference rooms, and attend meetings to take minutes
- Completed VI-SPDAT assessments (Vulnerability Index - Service Prioritization Decision Assistance Tool)
- Create Master list for homeless prioritization meetings: Using Excel
Long Term Care Assistant
Advanced Diabetes Supply
06.2014 - 04.2015
- Setting up service, Entering patient information into the computer
- Assisting patients with questions and concerns
- Billing patients insurance through FSI
- Setting up new long term care facilities to receive supplies communicating with staff of facilities and individual patients regarding supplies
- Microsoft Word and Excel usage
- Copying, mailing, and or faxing documents
- Communicating with doctors office regarding patient prescriptions/ medical records
- Train new employees.
Department Secretary
UM Baltimore Washington Medical Center
05.2012 - 03.2014
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
- Answer phone calls and direct calls to appropriate parties or take messages
- Attend meetings to record minutes
- File and retrieve corporate documents, records, and reports
- Provide clerical support to other departments
- Compile, transcribe, and distribute minutes of meetings
- Reconcile payroll
- Created and distributed schedules for staff
Sales Associate
Lane Bryant
05.2011 - 05.2012
- Greet customers and ascertain what each customer wants or needs
- Describe merchandise and explain use, operation, and care of merchandise to customers
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires
- Compute sales prices, total purchases and receive and process cash or credit payment
- Demonstrate use or operation of merchandise
- Place special orders or call other stores to find desired items
- Prepare merchandise for purchase or rental
- Watch for and recognize security risks and thefts, and know how to prevent or handle these situations
- Inventory stock and requisition new stock
- Arrange and display merchandise to promote sales
- Clean shelves, counters, and tables
- Help customers try on or fit merchandise
Department Secretary/ Administrative Technician
UM Baltimore Washington Medical Center
12.2005 - 09.2010
- Answer telephones and direct calls to appropriate staff
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff
- Transcribe physician orders, answer patient call lights, train new clerical staff, assist in interviewing new potential staff
- Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
- Answer phone calls and direct calls to appropriate parties or take messages
- Attend meetings to record minutes
- File and retrieve corporate documents, records, and reports
- Provide clerical support to other departments
- Compile, transcribe, and distribute minutes of meetings
- Reconcile payroll
- Assist in creating employee schedules and distributing the schedules.
Education
Diploma -
Glen Burnie High School
Glen Burnie, MD06.2005
Skills
- Electronic Health Records Systems
- Insurance Information Collection
- Payment Processing
- Medical Terminology
- Front Desk Operations
- Team Leadership
- Customer Satisfaction
- Patient Registration
- Appointment Confirmation
- Verbal and Written Communication
- Phone and Email Etiquette
- Patient Contact
- Punctual and Hardworking
- Explaining Instructions
Accomplishments
- Supervised team of 7 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Patient Access Specialist
Diversus Health
04.2022 - Current
Patient Access Specialist II
Diversus Health
03.2020 - 03.2022
Patient Access Specialist
AspenPointe
07.2017 - 03.2020
Care Assistant
Pikes Peak United
03.2017 - 07.2017
Long Term Care Assistant
Advanced Diabetes Supply
06.2014 - 04.2015
Department Secretary
UM Baltimore Washington Medical Center
05.2012 - 03.2014
Sales Associate
Lane Bryant
05.2011 - 05.2012
Department Secretary/ Administrative Technician
UM Baltimore Washington Medical Center
12.2005 - 09.2010
Diploma -
Glen Burnie High School