Nicole Fenner
Buffalo,NY
Summary
I am a professional with high standards and a results-driven approach. I am skilled in team collaboration, adaptable to changing needs, and reliable. I possess skills in project management, communication, and listening. I can bring a fresh perspective with a strong commitment to quality and success.
Overview
23
23
years of professional experience
Work History
Patient Services Representative/Office Manager
Bennett Rehabilitation Institute
09.2018 - Current
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Followed document protocols to safeguard confidentiality of patient records.
- Assisted in training and supporting new Patient Service Representatives by sharing expertise on office procedures.
- Mentored junior representatives, promoting best practices in customer service and operational workflow.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Built and maintained positive working relationships with patients and staff.
- Processed copayments and completed daily and weekly reconciliation, including bank deposits.
- Facilitated communication between patients and various doctors and staff.
- Maintained office cleaning and ordering supplies.
Account/Account/Collections Representative
Pioneer Credit Recovery
11.2011 - 07.2017
- Identified and discussed with management opportunities for improvements to procedures and internal controls.
- Responded to requests for new or increased open account credit limits.
- Collaborated on collection and dispute resolution issues.
- Prepared accounts receivable-related journal entries for accounting month-end close.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Handled 125 calls per day to address customer inquiries and concerns.
- Used Microsoft Word and other software tools to create documents and other communications.
Habilitation Training Specialist
Suburban Adult Services Inc
08.2002 - 07.2011
- Provided direct personal care for several clients per week in both residential and group settings.
- Consulted with interdisciplinary teams to enhance coordination of care, establish medical clearance and determine optimal timing of further interventions for safety of clients.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Transported clients to and from day habilitation.
- Assisted with transferring clients in and out of wheelchairs and adaptive equipment.
- Charted daily information on clients such as mood changes, mobility activity, eating percentages, and daily inputs and outputs.
- Assisted with ADL's.
- Facilitated group training sessions to promote social interaction and communication among participants.
- Increased community integration for clients by facilitating participation in local events and activities.
- Led engaging group sessions focusing on socialization skills development within a supportive setting.
- Efficiently managed caseloads by prioritizing tasks and maintaining accurate documentation of services provided.
- Promoted a safe, positive environment for individuals with disabilities by closely monitoring their progress and wellbeing.
- Served as a liaison between clients, families, and service providers to ensure clear communication regarding treatment plans and progress updates.
- Mentored junior technicians in best practices for behavior modification and client engagement techniques.
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Treated clients and families with respect and dignity.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Assisted with medication administration and counting and pouring medications.
- Took and monitored vital signs, administered medications, and managed patient behavior.
Education
Associate of Applied Science - Paralegal Studies
Genesee Community College
Batavia, NYSkills
- Microsoft Office
- Registration and Scheduling
- Communicating to Patients and Families
- Insurance Authorizations
- Customer service
- HIPAA compliance
- Insurance verification
- Reception management
- Bookkeeping support
- Payment processing
- Quality assurance
- Friendly and outgoing
Timeline
Patient Services Representative/Office Manager
Bennett Rehabilitation Institute
09.2018 - Current
Account/Account/Collections Representative
Pioneer Credit Recovery
11.2011 - 07.2017
Habilitation Training Specialist
Suburban Adult Services Inc
08.2002 - 07.2011
Associate of Applied Science - Paralegal Studies
Genesee Community College