Nicole Pace
Russell Springs,KY
Summary
Customer care professional with proven history of enhancing customer satisfaction and addressing inquiries efficiently. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Overview
11
11
years of professional experience
Work History
Customer Care Representative, Call Center
Molina Healthcare Insurance
11.2024 - Current
- Answering member calls, 50+ calls daily
- Communicate with Case Mangers about members well being
- Upload documents into member charts
- Problem solve member issues with DME supplies
Customer Service Representative/Specialist/Patient Liaison
Gentell / Wound Care Concepts DME
08.2023 - 06.2024
- Create and submit completed accurate patient orders
- Communicate with Nursing homes regarding patient status and supplies needed
- 75+ emails daily from FSR’s with expected processing of at least 50 per day, inquiring about patients order status, urgent requests, insurance verification
- Support field sales reps, maintain relationships, working together within our specific geographic territory
- Obtain all required information and medical documentation to ensure processing of referrals
- Communicate with internal departments to provide efficient service to customers
- Maintain patient confidentiality and function within HIPAA guidelines
- BrightTree EHS, WIFI phone system, and Microsoft Package proficient
Sales Service Representative/Specialist/Patient Liaison
AdaptHealth DME
02.2022 - 07.2023
- Create and submit completed accurate patient orders
- Receive call volume 25+ calls a day, incoming from patients and field sales reps
- 250 emails daily from FSR’s with expected processing of at least 50 per day, inquiring about patients order status, urgent requests, insurance verification
- Support field sales reps, maintain relationships, working together within our specific geographic territory
- Obtain all required information and medical documentation to ensure processing of referrals
- Communicate with internal departments to provide efficient service to customers
- Discuss insurance with patient and arrange payment of financial responsibility
- Process credit card payments using standard electronic tools
- Maintain patient confidentiality and function within HIPAA guidelines
- BrightTree EHS, Genesys Cloud Purecloud WIFI phone, and Microsoft Teams proficient
Receptionist/Medical Assistant
Family Medical Center
Russell Springs, KY
09.2020 - 02.2022
- Reception duties: answering phone system, checking patient in, scheduling appointments, verifying and billing insurance, scheduling referrals, communicating with specialty offices, medical coding for procedures
- Laboratory/Phlebotomy services
- Rooming patients, taking vitals
- Setting up and assisting in procedures
- Setting up and cleaning rooms
- Perform EKG’s, Glucose testing
- Patient education within scope of practice
- Assist LPN, APRN, MD with patient care
- Proficient in EHS
- BLS certified
Medical Assistant/Technician for Pre-Op, PACU, and Surgical Short Stay Unit
U of M Brighton Center for Speciality Care
Brighton, Michigan
12.2018 - 08.2020
- Setting up bays to receive patients
- Vitals, stats, and listen to any concerns
- Assisting nurses and doctors with patient care recovering from surgery
- Performed EKG’s, I-STAT, Glucose testing, and Bladder scanning
- Provide patient education to post-operative orthopedic patients
- Cleaning/dressing beds/stretchers, stocking/cleaning bays, maintaining clean/dirty storage rooms
Medical Assistant/Procurement Specialist
University of Michigan MEND Clinic
Ann Arbor, Michigan
06.2015 - 12.2018
- Manage patient flow
- Obtain and record vital signs utilizing EHS
- Prepare patient rooms
- Perform A1C and Glucose testing
- Prepare prescriptions and durable medical equipment orders for patients
- Assist physicians, educators, nurses, and dietitians with procedures and education classes
- Perform EKG’s
- Download pump and CGM recordings, then upload into EHS
- Verified insurance
- Diabetes Education Liaison
Education
CMA/RMA/Phlebotomy - Medical Assistant
Ross Medical Education Center
Brighton, MISkills
Customer service
Inbound customer service
Data entry
Call center experience
Problem resolution
Customer relations
First call resolution
Complaint handling
Product knowledge
Documentation and reporting
Timeline
Customer Care Representative, Call Center
Molina Healthcare Insurance
11.2024 - Current
Customer Service Representative/Specialist/Patient Liaison
Gentell / Wound Care Concepts DME
08.2023 - 06.2024
Sales Service Representative/Specialist/Patient Liaison
AdaptHealth DME
02.2022 - 07.2023
Receptionist/Medical Assistant
Family Medical Center
09.2020 - 02.2022
Medical Assistant/Technician for Pre-Op, PACU, and Surgical Short Stay Unit
U of M Brighton Center for Speciality Care
12.2018 - 08.2020
Medical Assistant/Procurement Specialist
University of Michigan MEND Clinic
06.2015 - 12.2018
CMA/RMA/Phlebotomy - Medical Assistant
Ross Medical Education Center