Nicole Fullerton
Parma
Summary
Dynamic Cash Operations Specialist at Henry Ford Health with a proven track record in customer service excellence and healthcare administration. Skilled in CPT and ICD-10-CM proficiency, I resolved complex billing inquiries, achieving a 95% customer satisfaction rating. Passionate about teamwork and employee training, I thrive in fast-paced environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Cash Operations Specialist
Henry Ford Health
Jackson
03.2020 - Current
- Exceeds customer service standards, in person, over the phone, with patients’ visitors, and staff
- Payment processing and distributing payments for medical services in person and over the phone
- Interprets and explains insurance billing inquiries
- Works as a medical billing advocate, reviewing medical bills for errors, disputing health insurance denials, troubleshooting and investigating balance discrepancies, understanding billing statements, EOB knowledge, cross-referencing insurance via C-snap, Champs, Availity
- Understand UB04 and CMS 1500 forms for insurance claims
- CPT code, ICD-10-CM experience
- Employee giving ambassador
- Resolved an average of 15 complex billing inquiries daily, navigating nuanced CPT code and ICD-10-CM guidelines; maintained a 95% customer satisfaction rating by adapting communication styles to individual needs.
- Petty Cash Safe: daily balance, drawer, and safe, petty cash distribution & reimbursement
- Change order to outliers
- Valuables Safe: Audit inventory of valuables safe, retention of unreturned valuables
- Mail: Cards to patients, mark accounts returned mail, employee mail disbursement, send mail out to proper departments, complete certified mail
- Brinks Deposit: Prepare 31 daily deposits from the clinics
- Daily and Month-end reports
- Marketing Giveaways
- Employee badge deposit process
- AP Payment Request; i.e., Petty cash reimbursement checks
- MVA & W/C letters, Patient Financial Assistant Program communication
- Create and follow up with orders for the department
- Created and continually updated the manual for the Henry Ford Jackson Cash Office
Assistant Branch Manager
Flagstar Bank
Jackson
10.2002 - 02.2020
- Assisting higher management by overseeing the efficient operation of the branch.
- Managed a 5-member cross-functional (product, engineering, sales, support) team and coordinated with six business partners toward the successful launch of an e-commerce platform.
- Determining customer needs and recommended products or services to customers, thoroughly explaining details.
- Cultivated a positive work environment by coaching employees on conflict resolution strategies, resulting in a 10% increase in employee satisfaction, as measured by quarterly surveys. Protected company assets with strategic risk management approaches.
- Resolved complex customer inquiries by implementing personalized communication strategies, leading to a 25% increase in positive customer feedback and a top 5% ranking in customer satisfaction scores amongst branch managers. Developed sales strategy to meet established sales objectives. Implemented process improvements to increase productivity.
- Designed and executed a comprehensive training program for 25+ new staff associates, boosting onboarding efficiency by 40% and ensuring full compliance with company operational guidelines.
- Account operations, dormant accounts, overdrafts, garnishments, disputes, wire processing, NSF/UCF report, fraud management, stop payments processing, check holds, safe deposit box payments, online banking maintenance, ATM processing
- Operational: Document Image Indexing, dormant and closed accounts, transaction monitoring, overdrafts/unposted/chargebacks, review and process stop payments/holds, notice processing, minor account monitoring, IOLTA processing, deposit account and customer maintenance, safe deposit box payments/maintenance, debit card processing, internet banking and bill pay support, real-time payment support.
- Fraud management, report requests, garnishments/levies/subpoenas, debit card, ACH, and check disputes, wire processing, ACH file processing, rate changes, escheat processing, Harland Clarke billing, Christmas Club annual processing, knowledge of all deposit and treasury products offered by the bank, adherence to all federal and state laws and regulations, including the Bank Secrecy Act.
Education
High School Diploma -
Western High School
Parma, MI01.2001
Skills
- Teamwork
- Employee training
- Customer focus
- Efficiency
- Active listening
- Empathy
- Self-motivation
- Organizational skills
- Accountability
- Effective communication
- Patience
- Customer service excellence
- Multitasking ability
- Industry knowledge
- Healthcare expertise
- Healthcare administration
- Workflow optimization
- CPT and ICD-10-CM proficiency
- UB04 and CMS-1500 knowledge
- Accuracy in tasks
- Time management
Certification
- Certified Revenue Cycle Representative HFMA| 2025
- Certified Patient Access Representative HFMA| 2025
References
References available upon request.
Timeline
Cash Operations Specialist
Henry Ford Health
03.2020 - Current
Assistant Branch Manager
Flagstar Bank
10.2002 - 02.2020
High School Diploma -
Western High School
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