NICOLE L. PATRICK
Bronx,NY
Summary
Customer Service Specialist with demonstrated experience providing professional and quality customer service. Strong experience using various Customer Management Center technologies such as Salesforce, Epic, Siebel, Avaya and MS Office applications. Proficient management teams and strategic and tactical planning. Expertise in operations management, speaking, writing, presenting, and instructing. Assists with organizing workloads, upholding standards of procedures, and resolving issues. With over twenty years of successful experience in supervisory customer service roles I possess a high understanding of confidentiality and HIPPA laws. Excellent interpersonal, organizational and skills. As a professional in a fast-paced environment, my performance goals have proven that I can adjust and engage in various roles. I would like to expand in a new direction where I am allowed an opportunity for growth and to utilize my skills.
Overview
19
19
years of professional experience
Work History
Telecommunications Operator
Memorial Sloan Kettering Hospital
10.2025 - Current
- Provided exceptional customer service by addressing callers' needs and resolving issues promptly.
- Maintained accurate records of incoming and outgoing calls for documentation purposes.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Direct calls to hospital departments and personnel.
- Assist with sending medical codes for all medical emergencies.
- Collected personal information from customers to accurately document requests.
Member Service Representative
Metropolitan Jewish Health NY System (MJHS)
11.2024 - 06.2025
- Addressed complex member and provider inquiries with accuracy, ensuring comprehensive understanding of benefits and services.
- Resolved claims and complaints efficiently within a high-volume call center, with a 98% issue resolution rate.
- Enhanced customer service by identifying member needs and providing tailored solutions.
- Managed an average of 50+ inquiries daily, consistently achieving performance metrics for response time and satisfaction.
Patient Access
NEW YORK PRESBYTERIAN CORNELL-WEILL Hospital
06.2018 - 02.2024
- Utilize AMCOM, Epic, Calabria, Saba and On Demand applications to initiate inbound calls, address medical concerns and provide support to patients.
- Capability of Answering up to 90 calls independently, while maintaining a calm attitude in emergency situations.
- Collect urgent patient information and dispatch calls electronically to physicians and medical staff.
- Provide patients with physician on-call information, location and office hours.
- Maintain a log of patient’s information and ensure a response for each call has been rendered.
- Broadcast medical codes over hospital paging systems, informing medical staff of emergency patient information.
- Collaborate with Physicians, nurses, medical staff and hospital Chief Administrators.
- Registered various patients for on Demand and Emergency room visits, verifying and updating patient’s demographic and insurance information.
- Adhered to HIPPA requirements.
Reservation Supervisor
Global Contact Services
01.2012 - 06.2018
- Contracted under MTA to provide patient centered transportation needs, while ensuring coordination of all booked reservations.
- Acted as a liaison to serve elderly and disabled customers by connecting them to community resources and supporting them with transportation solutions.
- Led and managed staff of reservation call center workers and investigated complaints.
- Coached staff in world class customer service techniques and service delivery requirements.
- Performed training, while monitoring and reviewing agent progress and ensuring application of learning tools.
- Maintained accurate daily records of operations and prepared operational reports and schedules.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Exceeded transit customer service and operational targets consistently by engaging employees in key processes and increased call flow volume.
Customer Care Supervisor
CITY OF NEW YORK /3 - 1 - 1
09.2006 - 01.2012
- Provided directory assistance, utilizing alphabetical and geographical information to inbound callers.
- Transferred and redirect callers to appropriate departments and businesses.
- Researched electronic databases to locate and supply contact information of residential and business locations.
- Provided concise, well-defined directives and redirected misrouted callers to appropriate locations, while handling public inquiries and complaints.
- Improved operational standards and ensured workable solutions for team members and customers.
Education
Associate degree - computer science
North Queens Community College
Flushing, New Yorkundefined
Lehman College City University of New York
Bronx, NYSkills
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Greeting customers
- Professional communication
- System monitoring
- Customer service
- Insurance verification
Timeline
Telecommunications Operator
Memorial Sloan Kettering Hospital
10.2025 - Current
Member Service Representative
Metropolitan Jewish Health NY System (MJHS)
11.2024 - 06.2025
Patient Access
NEW YORK PRESBYTERIAN CORNELL-WEILL Hospital
06.2018 - 02.2024
Reservation Supervisor
Global Contact Services
01.2012 - 06.2018
Customer Care Supervisor
CITY OF NEW YORK /3 - 1 - 1
09.2006 - 01.2012
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Lehman College City University of New York
Associate degree - computer science
North Queens Community College