Nicole Kelley
Barnhart,MO
Summary
Dedicated and results-driven healthcare professional with 16 years of experience in outpatient settings. Proven expertise in patient care, clinical support, and office operations, including supervising teams and improving workflows. Known for delivering exceptional customer service, ensuring patient satisfaction, and fostering strong provider-patient relationships. Skilled in managing multi-line phone systems, scheduling, insurance verification, and regulatory compliance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Clinic Supervisor, Lead Patient Service Representative III/Medical Assistant
Washington University
02.2013 - Current
- Company Overview: Department of Neurological Surgery
- Provide comprehensive clinical support to multiple physicians and nurse practitioners, ensuring smooth patient flow and satisfaction
- Manage a multi-line phone system, perform patient triage managing 30-50 calls per day, and address patient inquiries with professionalism and care
- Schedule and confirm new and return patient appointments, ensuring timely follow-ups and accurate documentation of health history and meaningful use data
- Oversee satellite facility, maintaining medical and office supplies, and ensuring cleanliness and sanitation of patient exam rooms and waiting areas
- Successfully manage preparation for annual safety inspections in compliance with OSHA, state, and federal regulations
- Train and mentor new staff, and developing and refine onboarding process to promote efficient team integration and excellent patient care
- Verified insurance eligibility and coverage for patients.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Entered patient demographic and insurance data into electronic medical record system.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Resolved customer complaints using established follow-up procedures.
Patient Access Representative
Barnes Jewish Hospital
11.2012 - 02.2013
- Organized and executed the registration process for a new department, ensuring a seamless transition and effective patient flow
- Managed patient check-in, verified demographics and insurance, and ensured smooth registration processes
- Gathered outside medical records and prepared new patient charts in advance of appointments
Patient Service Representative
Barnes Jewish West County Hospital
11.2008 - 11.2012
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Assisted patients in filling out check-in and payment paperwork.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Processed registrations and completed check in for 30-100 patients per day for out patient lab and radiation appointments
Education
High School -
Notre Dame High School
Saint Louis, MO06.1997
University - General Studies
Saint Louis University
Saint Louis, MOSkills
- Clinical support and patient care
- Organization
- Time management
- Excellent communication skills
- Collaboration
- Dedicated
- Responsible
- Attention to detail
- Multi tasks
- Strong work ethic
- Computer skills
- Flexible
- Inventory and supply management
- Scheduling and appointment coordination
- HIPAA compliance
- Insurance verification and billing
- EMR charting
- Training and mentoring
- Onboarding and coaching
- Operational management
- Insurance verification
- Patient care coordination
- Staff supervision
- Critical thinking
- Decision-making
- Effective communication
- Operations oversight
- Medical records management
- Patient flow
- Clinical leadership
Certification
BLS Certified, 11/01/25
Timeline
Clinic Supervisor, Lead Patient Service Representative III/Medical Assistant
Washington University
02.2013 - Current
Patient Access Representative
Barnes Jewish Hospital
11.2012 - 02.2013
Patient Service Representative
Barnes Jewish West County Hospital
11.2008 - 11.2012
BLS Certified, 11/01/25
High School -
Notre Dame High School
University - General Studies
Saint Louis University
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