Nicole Mack
Patient Service Representative
Edmond,OK
Summary
Certified Nursing Assistant and Customer Service Representative with experience in fast paced environments handling confidential paperwork and providing quality patient care and excellent customer service. Established record of reliability and creating positive rapport with patients, families, and staff. Highly compassionate and able to adapt to any environment or situation.
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Patient Service Representative (Office and Administrative Support)
OU HealthCare
12.2024 - Current
- Answer telephones and direct calls to appropriate staff. Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
- Compile and record medical charts, reports, or correspondence, using typewriter or personal computer.
- Schedule tests or procedures for patients, such as lab work or x-rays, based on physician orders.
- Interview patients to complete documents, case histories, or forms, such as intake or insurance forms.
- Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records.
Customer Service Representative (Sales and Related)
Concentrix
07.2024 - 11.2024
- Refer unresolved customer grievances to designated departments for further investigation.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers problems.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
Customer Service Representative
Robert Half
04.2024 - 07.2024
- Temporary assignment with Hertz as a claims processor
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Sales Associate
Mercy Health
03.2024 - 04.2024
- Assisted customers, put out new merchandise, reordered stock took phone orders
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Community Health Worker
Mercy Health
02.2023 - 04.2024
- Assist patients with needed resources and help with health care access
- Provide information on food pantries and available healthcare transportation
- Able to help patients apply for prescription access
- Connected families with necessary social services, alleviating barriers to healthcare access and improving quality of life.
- Addressed patient concerns and provided support to vulnerable demographics.
- Promoted access to healthcare services for underprivileged populations through community outreach efforts.
- Helped vulnerable individuals navigate complex healthcare system.
- Participated in ongoing professional development opportunities to stay current on best practices in community health work, ensuring the delivery of quality services to clients.
Patient Care Technician (Healthcare Support)
Excel Medical Staffing
09.2022 - 02.2023
- CNA travel assignment with Oklahoma Department of Veterans Affairs taking care of veterans on their dementia unit
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Maintained clean and safe environment to promote patient safety and comfort.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
Education
High School - General Studies
Eisenhower High School
01.1991
Vocational - Diploma in Medical Assistant
Vatterott Education Center
10-2011
No Degree - Nurse Aide Training
Centric Nursing Institute
Garland, TX06-2013
Skills
- Service-oriented communication
- Two years of appointment coordination
- Expertise in confirming patient details
- Patient information accuracy assurance
- Maintaining accurate medical records
- Proficient in insurance verification processes
- Two years of Medicaid expertise
- Insurance verification
- HIPAA compliance
- Customer service
- Appointment scheduling
- Patient confidentiality
Certification
CNA
LANGUAGES
English, Native/Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
Career advancementWork-life balanceWork from home optionPaid time offFlexible work hoursHealthcare benefitsPersonal development programsCompany CulturePaid sick leaveTimeline
Patient Service Representative (Office and Administrative Support)
OU HealthCare
12.2024 - Current
Customer Service Representative (Sales and Related)
Concentrix
07.2024 - 11.2024
Customer Service Representative
Robert Half
04.2024 - 07.2024
Sales Associate
Mercy Health
03.2024 - 04.2024
Community Health Worker
Mercy Health
02.2023 - 04.2024
Patient Care Technician (Healthcare Support)
Excel Medical Staffing
09.2022 - 02.2023
High School - General Studies
Eisenhower High School
Vocational - Diploma in Medical Assistant
Vatterott Education Center
No Degree - Nurse Aide Training
Centric Nursing Institute
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