Nicole Williams
Wauwatosa
Summary
Efficient professional with 20+ years of experience and a proven knowledge of back office operations, customer service, and confidential correspondence. Aiming to leverage my skills to successfully fill the position with your company.
Overview
21
21
years of professional experience
Work History
Patient Services Representative
Aurora Health Care
04.2022 - 05.2024
- Reviewed and corrected claim errors to facilitate smooth processing.
- Used Epic softwareto schedule appointments.
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Increased efficiency of office operations through proper management of medical records and filing systems.
- Served as a key point-of-contact between physicians, nurses, technicians, administrators, other professionals involved in the provision of quality medical services.
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up care.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Facilitated patient education by providing clear explanations of treatment plans and addressing any concerns or questions.
- Streamlined the check-in process to reduce wait times for patients while maintaining accuracy in recordkeeping.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Assisted with billing inquiries and insurance verification, resulting in a smoother financial experience for patients.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Retention Specialist
Charter Communications, Time Warner Cable
08.2020 - 01.2024
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Sold products and set up new accounts
- Consistently preformed in the top 10 percent of the enterprise
- Met all and exceeded all quotas
- Managed high call volumes while maintaining a professional demeanor and effectively solving problems.
- Analyzed data trends to proactively address recurring issues and improve overall customer satisfaction levels.
- Assisted in training new employees on company policies, procedures, and best practices for customer retention efforts.
- Utilized CRM systems efficiently for accurate record-keeping of client interactions, ensuring seamless follow-ups as needed.
Office
Keosyn Des Voitures
05.2003 - 05.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Submitted loan documents to various lending agencies
- Answered calls for prospective clients
- Submitted monthly tax reports to the state of Wisconsin
- Submitted monthly financial statement
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
Associate in Science (A.S.) - Business Management
Milwaukee Area Technical College
Milwaukee, WI05.1998
Skills
- Customer Feedback Analysis
- Upselling and Cross Selling
- Retention Marketing
- Persuasion techniques
- CRM software proficiency
- Medical terminology
- Epic software proficiency
- Microsoft software proficiency
- People Soft software proficiency
- Zendesk software proficiency
- Icoms software proficiency
- Gateway software proficiency
Timeline
Patient Services Representative
Aurora Health Care
04.2022 - 05.2024
Retention Specialist
Charter Communications, Time Warner Cable
08.2020 - 01.2024
Office
Keosyn Des Voitures
05.2003 - 05.2020
Associate in Science (A.S.) - Business Management
Milwaukee Area Technical College
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