NICOLE SANTANA
Palm Bay,FL
Summary
Experienced healthcare front desk and urgent care professional with 5+ years supporting high-volume clinical operations. Proven background in patient intake, insurance verification, billing support, workflow coordination, and leadership. Known for professionalism, reliability, and strong patient communication.
Overview
5
5
years of professional experience
Work History
Clinical Assistant
Complete Care
Melbourne, USA
02.2026 - Current
- Guide patients through prescribed physical therapy exercises while ensuring proper form and safety.
- Educate patients on home exercise programs and treatment instructions provided by the physician.
- Document patient progress, treatments performed, and clinical observations accurately in the electronic medical record (EMR).
- Record patient histories, vital signs, and other relevant medical information before provider evaluations.
- Assist with therapy modalities and prepare patients for examinations and procedures.
- Managed patient flow throughout the clinic to ensure timely appointments and efficient service. to keep an efficient clinic schedule and reduce wait times.
- Communicate effectively with physicians, chiropractors, physical therapists, and other healthcare team members to ensure continuity of care.
- Supported healthcare providers in providing effective patient care to enhance overall clinic operations. in a fast-paced medical clinic.
Shift Lead / Front Desk
BayCare Urgent Care
11.2023 - 02.2026
- Led front desk operations in a high-volume urgent care setting.
- Managed patient check-ins, registration, insurance verification, and payment collection to ensure efficient front desk operations.
- Resolved escalated patient concerns, maintaining professionalism and confidentiality to enhance patient satisfaction.
- Coordinated staff workflow, task assignments, and break coverage to optimize clinic operations.
- Processed workers' compensation cases, drug screen authorizations, and VA eligibility verification.
- Ensured HIPAA compliance and smooth patient flow throughout the clinic.
Secretary / Medical Receptionist
Spine and Orthopedics
03.2021 - 11.2023
- Coordinated scheduling of appointments, confirmations, cancellations, and reschedules to optimize patient flow.
- Verified insurance coverage and ensured patients were in-network.
- Explained procedures and provider services to patients.
- Collected copays and managed front desk transactions, ensuring accurate financial records.
- Processed medical records, legal documentation, and attorney communications to support efficient patient care.
- Took patient vitals prior to procedures.
- Maintained accurate documentation and HIPAA compliance.
Education
High School Diploma -
Gulf Coast High School
Naples, FLSkills
- Patient intake
- EMR accuracy
- Medical terminology
- Insurance verification
- Billing support
- Workflow coordination
- HIPAA compliance
- Staff support & leadership
- Conflict resolution
Timeline
Clinical Assistant
Complete Care
02.2026 - Current
Shift Lead / Front Desk
BayCare Urgent Care
11.2023 - 02.2026
Secretary / Medical Receptionist
Spine and Orthopedics
03.2021 - 11.2023
High School Diploma -
Gulf Coast High School