Nicole Terwilliger

Manage Front Office Check In Operations
• Greet patients warmly upon arrival and provide a seamless registration process, setting the tone for a pleasant experience
• Confirm accuracy of patient demographics and insurance information upon check in
• Provide patients with appropriate paperwork needed for their appointment
• Collect patient copays, patient balances and direct any billing questions to our Billing Department • Answer and manage incoming and outgoing calls while recording accurate messages for distribution to office staff
• Manage and review daily schedule operations for multiple providers and make any necessary modifications
• Maintain accurate financial records through diligent cash handling, daily reconciliations, and report generation
• Provide accurate communications with our providers, nurses, patients, and management staff
• Promote current sales on products and treatments for our Medical Spa and Laser Center
• Provide exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic

Electronic Records and Software Usage
• Register new patients and update current patient records as needed
• Data entry with accuracy
• Review, sort, scan and send patient Pathology reports to appropriate providers for review
• Receive pathology reports that have been reviewed by providers to send to our Billing department
• Print, sort and distribute all incoming Clinic faxes to appropriate staff
• Use computer software daily to electronically send out Text/Email Appointment reminders
• Manage Referrals from Primary Care Provider offices
• Organize and input patient demographics and insurance information from referrals followed up by contacting patients to schedule appointment in a timely manner
• Correspond with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources

Implement Front Office Company Policies and Procedures
• Maintain HIPPA and Gold Skincare Center policies and ensure policies are followed and understood
• Create and update policy documents for office use as instructed by our COO

Manage Front Office Operations
• Managed incoming calls on multiple lines across all locations
• Coordinated master schedule by booking and rescheduling appointments and balancing workloads for all doctors at all locations
• Reviewed appointments for all doctors and locations to provide feedback on adjustments as necessary
• Provided and maintained communications with general practitioners, patients, and staff via phone, fax and email regarding patients' treatment needs
• Acted as a knowledgeable resource for patients seeking information about their treatment plan and insurance benefits
• Collected patient balances and answered billing questions
• Facilitated patient communication for collection on previous balances
• Sorted and distributed incoming mail and prepared outgoing mail
• Reviewed files, records and other documents to obtain information and respond to requests
• Maintained accurate financial records through diligent cash handling, daily reconciliations, and report generation
• Nurture the patient experience by creating a friendly, inviting, and calm environment for every patient

Develop and Implement Front Office Company Policies and Procedures
• Managed sensitive patient information with strict adherence to HIPAA guidelines, while maintaining confidentiality and privacy
• Oriented and trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery
• Created and organized training resources for all employees to utilize with new staff members
• Updated Administrative resources pertaining to daily activities when needed

Experience with Electronic Records and Software
• Registered new patients and maintain current patient records
• Data entered with proficiency
• Facilitated communication and resolution with IT department
• Drafted common document templates to reduce time spent creating documents from scratch
• Proofread and edited documents for accuracy and grammar

Insurance Verification
• Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
• Created treatment plans based off patients remaining insurance benefits
• Submitted insurance claims electronically and posted insurance payments
• Managed Specialized Case Reports and tracking for all Apex doctors at all locations to ensure open claims are submitted to insurance companies
• Performed and communicated with staff regarding follow up operations for unresolved cases

Perform and Manage Daily Operations
• Managed phone calls and directed calls to appropriate staff
• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges
• Managed returns, exchanges and refunds in accordance with store policy
• Correctly counted and recorded money for cash registers in all departments at end of day ensuring accurate amounts are readily available for next day operations
• Accurate General Ledger data entry to ensure end of day balancing of Daily Reports
• Trained new staff members on company policies, product information, and daily operations to ensure a smooth transition into their role

Project Management Specialized Reporting
• Received, tracked and filed all Work Orders for top Contractor Projects for accurate financial records and inventory maintenance

Provide Excellent Customer Service and Sales
• Provided positive first impressions to welcome existing, new, and potential customers
• Answered customer questions and helped customers locate products and checked store system for merchandise or potential ordering
• Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs
• Maintained a clean, friendly and safe environment for customers and staff
• Cross-trained in multiple departments to minimize wait times for customers during peak hours, ensuring a high level of customer satisfaction

Merchandise Handling, Promotion and Inventory Maintenance
• Maintained order receiving and prepared merchandise for sales floor by pricing and stocking of merchandise
• Accurately recorded inventory to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
• Rotated stock and restocked shelves to maintain product availability and store appearance
• Contributed to visual merchandising efforts by creating eye-catching displays that showcased Monthly Promotional products effectively and enticed shoppers to make purchases