Nicole Patrick
Bronx Ny,NY
Summary
Dynamic healthcare professional with extensive experience at Memorial Sloan Kettering, excelling in call routing and appointment scheduling. Proven ability to enhance patient satisfaction through clear communication and efficient service delivery. Skilled in managing emergency calls and maintaining compliance with HIPAA regulations, ensuring confidentiality and safety in high-pressure environments.
Overview
14
14
years of professional experience
Work History
Hospital Operator
Memorial Sloan Kettering
10.2025 - Current
- Operated multi-line phone system to manage incoming calls efficiently.
- Assisted patients and visitors with inquiries and wayfinding throughout hospital facilities.
- Maintained accurate patient information in electronic health record systems.
- Collaborated with medical staff to relay critical information promptly.
- Monitored and prioritized emergency calls for immediate response coordination.
- Provided administrative support by documenting call logs and service requests accurately.
- Ensured compliance with safety protocols during high-pressure situations.
- Updated department directories regularly, ensuring accurate contact information was readily available when needed.
Member Service Representative
Metropolitan Jewish Health System
11.2024 - 06.2025
- Assisted clients with inquiries regarding services and benefits, ensuring accurate information delivery.
- Processed member requests efficiently, enhancing overall service experience.
- Maintained up-to-date knowledge of health system offerings and policies to support members effectively.
- Assist members and Medical facilities with verification of insurance and services provided.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
Patient Access Representative
New York Presbyterian Cornell
06.2018 - 02.2024
- Facilitated patient check-in processes, ensuring accuracy in demographic and insurance information.
- Coordinated scheduling for appointments, optimizing clinic workflow and reducing wait times.
- Utilize Amcom, Epic, Calabria, Saba and on demand to initiate inbound calls and address medical concerns
- Collected urgent calls from patients, dispatch calls to Physicians and medical staff .
- Implemented improvements in patient communication protocols to increase satisfaction ratings.
- Broadcast medical codes over hospital paging system to inform Medical staff of emergent situations.
- Ensure that all medical codes are handled accurately and promptly.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
Reservations Supervisor
First Transit Acess-A-Ride
01.2012 - 06.2018
- Supervised daily operations of reservations team, ensuring efficient scheduling and customer service.
- Coordinated communication between dispatchers and drivers to optimize route assuring transportation and client satisfaction.
- Trained new staff on reservation systems and operational procedures to enhance team performance
- Implemented process improvements that streamlined booking workflows, reducing wait times for customers.
Education
Associate of Science - Computer And Information Sciences
Queensborough Community College
Oakland Gardens, NYSkills
- Appointment scheduling
- Call routing
- Switchboard operation
- Healthcare
- Excellent phone demeanor
- Computer skills
- Clear communication
- Clerical support
- Paging systems
- Switchboard management
- Emergency call support
- Relay hearing-impaired calls
Timeline
Hospital Operator
Memorial Sloan Kettering
10.2025 - Current
Member Service Representative
Metropolitan Jewish Health System
11.2024 - 06.2025
Patient Access Representative
New York Presbyterian Cornell
06.2018 - 02.2024
Reservations Supervisor
First Transit Acess-A-Ride
01.2012 - 06.2018
Associate of Science - Computer And Information Sciences
Queensborough Community College