NICOLE JOHNSON
Lebanon
Summary
Improved patient satisfaction through adept management of patient interactions and administrative duties. Leveraged strong communication and problem-solving abilities to facilitate smooth operational processes. Applied in-depth understanding of healthcare protocols and administrative procedures to optimize efficiency.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
HSHS Medical Group
O'Fallon, IL
04.2024 - Current
- Assisted in patient scheduling to enhance clinic operations and minimize appointment delays.
- Supported insurance verification tasks to promote accurate billing and lower claim rejections.
- Guided new team members on operational protocols to improve overall service delivery and team efficiency.
- Facilitated communication across departments to ensure prompt patient care and strengthen teamwork.
- Managed referrals between primary care providers and specialists to create a smooth patient journey.
- Managed incoming calls, scheduled appointments, and organized medical records. Assisted with call handling, appointment scheduling, and record filing.
1st Assistant Manager
Casey’s General Store
Lebanon, Illinois
10.2021 - Current
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations.
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.
- Helped oversee the daily operations of the store, managing staff and inventory.
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
- Ensured compliance with all applicable laws regarding health codes, labor regulations, and safety standards.
- Liaised between managers and employees, communicating concerns and expectations to appropriate parties.
- Assisted with recruiting efforts by interviewing prospective candidates for open positions.
1st Assistant Manager
Dairy Queen
Lebanon, Illinois
09.2018 - 10.2021
- Resolved customer complaints and handled refunds and returns to promote satisfaction.
- Managed daily operations of the store, including scheduling staff, assigning tasks, and overseeing inventory control processes.
- Coached and mentored new employees on company policies and procedures.
- Developed and implemented effective customer service strategies to reduce wait times and improve customer satisfaction.
Education
High School Diploma - undefined
Freeburg Community High School
Freeburg, IL04.2006
Skills
- Handled various tasks simultaneously
- Supported patient engagement through effective relationship management
- Encouraged team members to achieve goals
- Utilized keen social awareness to improve client interactions
- Assisted customers in resolving inquiries promptly
- Upheld HIPAA standards to protect patient confidentiality
- Conducted thorough insurance checks to confirm coverage accuracy
- Streamlined patient intake procedures for operational efficiency
- Applied medical terminology to improve clarity in communication
- Maintained compliance with HIPAA regulations
- Collaborated effectively with team members
Timeline
Patient Service Representative
HSHS Medical Group
04.2024 - Current
1st Assistant Manager
Casey’s General Store
10.2021 - Current
1st Assistant Manager
Dairy Queen
09.2018 - 10.2021
High School Diploma - undefined
Freeburg Community High School