Nicole LaPage
San Diego,CA
Summary
Successful medical professional with 18+ years of customer service experience addressing customer requests and concerns. Expert at providing relevant information and options to assist customers successfully and resolve issues. Polite and pleasant handling difficult situations through resourcefulness and adaptability.
Overview
15
15
years of professional experience
Work History
Call Center Specialist
UCSD Womens Health Patient Navigation Hub
San Diego, CA
11.2020 - 08.2022
- Registered and scheduled patient appointments while adhering to department protocols.
- Answered 25+ inbound calls daily.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Verified Insurance eligibility through online insurance systems and by phone.
- Secured referrals and authorizations for appointments.
- Effectively relayed messages to medical staff.
- Delivered exceptional customer service to every patient by knowledge of services and creating welcoming, positive experiences.
Front Office Coordinator
UCSD Maternal-Fetal Care And Genetics
San Diego, CA
11.2016 - 11.2021
- Met incoming patients, staff and vendors with professional approach and provided friendly, knowledgeable assistance.
- Checked patients in, collected and verified insurance and authorization information.
- Provided Patient forms.
- Resolved issues through active listening and open-ended questioning, escalating major problems to Clinic Manager, RN.
- Oversaw appointment scheduling and coordination.
- Mentored office employees on proper administrative. procedures and how to use programs such as Epic and Epic Cadence keeping operations consistent and efficient for maximum performance.
- Assisted office administration in implementing ultrasound scheduling for front desk staff.
- Collected, sorted and distributed mail.
Medical Assistant
UCSD Maternal-Fetal Care And Genetics
San Diego, CA
06.2016 - 11.2016
- Obtained patient medical history, medication information, symptoms and allergies.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analyses.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
Medical Assistant
Scripps Health Ob/Gyn
San Diego, CA
06.2008 - 06.2016
- Obtained client medical history, medication information, symptoms and allergies.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Assisted provider with exams, procedures and specimen collection.
- Called and faxed pharmacies and insurance companies to submit or obtain prescriptions, refills and medication prior authorizations.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
Education
Some College (No Degree) - General Education Courses
San Diego Miramar College
San Diego, CAVocational Medical Assistant Certificate - Medical Assisting
Concord Career College
San Diego, CA06.2003
Skills
- Customer registration and scheduling
- Customer Support
- Multi-line call center calls
- Proficient in Electronic Medical Records (EMR) Epic
- Insurance, referral verifications and authorizations
- Medical terminology
- Medical front and back-office experience
- Customer Data and HIPPA Confidentiality
- Courteous with Strong Service Mindset
- Team-Oriented and Cooperative
- Patient and Empathetic
Timeline
Call Center Specialist
UCSD Womens Health Patient Navigation Hub
11.2020 - 08.2022
Front Office Coordinator
UCSD Maternal-Fetal Care And Genetics
11.2016 - 11.2021
Medical Assistant
UCSD Maternal-Fetal Care And Genetics
06.2016 - 11.2016
Medical Assistant
Scripps Health Ob/Gyn
06.2008 - 06.2016
Some College (No Degree) - General Education Courses
San Diego Miramar College
Vocational Medical Assistant Certificate - Medical Assisting
Concord Career College
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