Nicollete Nagurka
Sebastian,FL
Summary
Customer service-oriented employee with strong multitasking and time management abilities. Dedicated to providing every customer with a positive and memorable experience. Organized and motivated individual eager to contribute to company growth while utilizing time management and organizational skills. Seeking entry-level opportunities to enhance abilities. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Driven and motivated with a desire to work closely with both customers and coworkers. Proficient at proofreading with excellent customer service skills. Adept at putting together benefit quotes, building positive relationships and obtaining referrals. Practiced problem-solver with excellent multitasking, communication and planning abilities. Patient-focused professional equipped with administrative and customer service expertise. Helps keep healthcare services proceeding smoothly by coordinating communications, referrals, and policy enforcement. Talented in finding balanced solutions and resolving conflicts. Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Customer-focused Service Provider successful at providing individualized care to diverse clients. Committed to addressing individual needs, ensuring satisfaction, retention, and referrals.
Overview
6
6
years of professional experience
Work History
Authorization Coordinator
Vero Orthopedics & Vero Neurology
Vero Beach, Florida
11.2023 - Current
- Conducted thorough reviews of authorization requests to ensure accuracy and completeness.
- Contributed to the creation and execution of new processes and protocols, leading to increased operational efficiency.
- Managed authorization statuses through electronic databases and manual filing systems.
- Delivered exceptional customer service to address authorization requests from internal and external customers.
- Generated personalized appeal letters to assist clients in resolving disputes with insurance providers.
- Ensured that all prior authorization requests were processed following departmental guidelines
- Maintained high level of accuracy and efficiency while entering data into electronic medical record system.
- Contributed to increased clarity on authorization policies by actively participating in cross-departmental meetings with staff from billing, coding, and other teams.
- Utilized Microsoft Excel to create spreadsheets for tracking authorization status updates from payers.
- Ensured all tasks within the department's daily workflow queues were completed accurately and timely.
- Examined patient eligibility, as well as coverage and benefit details with meticulous attention to detail.
- Ensured effective communication between providers, patients, payers, and other departments as deemed necessary.
- Maintained accuracy and timeliness in submitting providers' documentation for payment.
- Verified insurance authorizations with payers through telephone and web-based systems.
- Organized and inputted client information into databases, supporting effective review and tracking processes.
- Maintained accurate and up-to-date client and account information by consistently keeping detailed reports.
- Processed incoming authorization requests and updated customer accounts accordingly.
Medical Secretary Authorizations/Medical Coding and Billing Specialist
Steward Medical Group Bariatrics & General Surgery
Sebastian, Florida
03.2023 - 10.2024
- My responsibilities are to check in patients, make sure they have all their paperwork in, and make sure their information is all up to date. I also collect any co-pays for the visit, or any prior co-pay they may have had from previous visits.
- Able to call insurance companies and go onto websites to obtain urgent authorizations for infusions that must be sent to the hospital right away, or authorizations for surgery and procedures on time.
- I check through our faxes and make sure all the faxes go where they are needed to go, send lab results and medication refills to the providers, send referrals to the right place along with short-term disability paperwork, and FMLA.
- I filled out the short-term disability paperwork for each patient who needs one for their job due to being out for an extended period of time.
- Calling patients to make sure they understand, if they do go back to work earlier than recommended, they do have restrictions, and to make sure that all the information and dates are correct on the paperwork.
- Reviewing referrals and calling patients to set up their first consultation with the surgeon.
- Making sure that the information is correct in the chart, and that the patients have authorization for the office visits, if needed.
- Submitting authorization requests to the PCP or on the insurance website.
- Checking patients out, making their next upcoming appointment, if they are post-op, making sure they have had all their post-ops they needed to have.
- Checking if the patient has received their medical clearance and contacting the doctor's office to have them send over their clearances if we do not have them.
- Sending in all the clearances and authorizations to the hospital, so the patients are all set the morning of their surgery.
- Created new patient files when needed and ensured that all documents were properly filed in each file folder.
- Provided support to clinical staff during exams by handing instruments or providing assistance with paperwork.
- Ensured HIPAA compliance was maintained throughout the practice by following protocols.
- Assisted with check-in and check-out of patients in an efficient manner, ensuring all necessary forms were completed accurately.
- Monitored patient messages sent via email or phone message system and responded accordingly.
- Answered incoming calls in a professional manner and directed them to the appropriate personnel.
- Verified patient demographics and insurance information prior to each visit or procedure.
- Processed payments for co-pays or services rendered using computerized billing software programs.
- Transcribed doctor's orders into the electronic health record system.
- Answered phone calls to provide assistance, information, and medical personnel access.
- Scheduled and confirmed patient appointments for diagnostic, surgical, and consultation services.
- Handled cash transactions and processed payments for medical services.
- Scheduled and confirmed patient appointments, surgeries, and medical consultations.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Facilitated payment arrangements with patients and guarantors who were unable to make full payment at time of service.
Medical Receptionist/Referral Coordinator/Medical Assistant
Tuya Pa Geriatrics and Internal Medicine
Sebastian , Florida
07.2021 - 03.2023
- Greeted and checked in patients, updating patient information in computer system.
- Ordered office supplies as needed to maintain inventory levels.
- Maintained supply inventory for office area, ordering items as needed and stocking shelves.
- Scheduled patient appointments, verifying accuracy of appointment times with providers.
- Assisted with filing of medical records and documents, maintaining accurate electronic files.
- Answered phones promptly and directed calls appropriately.
- Maintained confidentiality of patient information according to HIPAA regulations.
- Processed referrals for specialist care when requested by physicians or patients.
- Verified insurance coverage for appointments and collected co-payments as required.
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Provided support to clinical staff during patient visits, including rooming patients, collecting vital signs and documenting chief complaints.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Took messages from patients and promptly relayed to appropriate staff.
- Entered insurance, demographics and health history into patient database.
- Straightened up waiting room to maintain neat and organized space.
- Processed patient payments and scanned identification and insurance cards.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Called patients to confirm scheduled appointments and obtain additional details.
- Checked patients in and out for appointments and collected co-payments.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Completed relevant insurance and other claim forms.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Arranged hospital admissions for patients as required.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Transcribed recorded practitioners' diagnoses and recommendations into medical records.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Coordinated with external agencies to ensure timely processing of referrals.
- Created reports on referral activity and outcomes.
- Conducted outreach to community providers for referrals and resources.
- Collaborated with internal departments to ensure smooth transitions for referred patients.
- Maintained accurate records of all referrals, including contact information and follow-up activities.
- Resolved conflicts between referring physicians and receiving providers.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Verified documents and associated records to catch and resolve discrepancies.
- Analyzed referral data to identify patterns and recommend changes to referral policies and practices.
- Participated in training and professional development opportunities to stay current with best practices in referral coordination.
- Developed and maintained referral networks, establishing strong relationships with a variety of healthcare providers.
- Reviewed data obtained from referring physicians for completeness and accuracy.
- Resolved issues arising during the referral process, including insurance denials and appointment scheduling conflicts.
- Monitored referral outcomes, reporting on trends and areas for improvement to healthcare management teams.
- Ensured compliance with healthcare regulations and policies related to patient referrals and data privacy.
- Worked closely with billing departments to ensure accurate coding and billing for referred services.
- Implemented process improvements to enhance efficiency and effectiveness of the referral coordination system.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
Utilities and Kitchen Sever
Pelican Landing Assisted Living and Memory Care
Sebastian, Florida
04.2021 - 07.2021
- My responsibilities are to help people that are in a wheelchair to a table for them to eat
- To greet them when they come in
- To follow their needs and understand what they can eat and give them the appropriate foods that will be good for them to eat and what they are able to eat
- At times I will help them get up from their chair and get their walkers and if they have trouble seeing would get them cut up food for them or put creamers in their coffees for them
- I would communicate with them and listen to them so they can be in a good environment
- If they had a medical problem I would find the closest person so they can be helped right away
- I would have to restock the cereals, drinks and fruits so they are ready for when we open
- Also to clean tables and sweep the floor so they can have a clean place to eat.
Store Associate/Stock Room Associate
Bealls Outlet Stores
Sebastian, Florida
07.2020 - 04.2021
- My responsibilities were to greet people when they came into the store and if they needed help
- I cash people out and I run one of the highest loyalty programs for our program
- I was head of the beauty department and would stock the shelves and redo the department as needed
- I also put the clothing away and do 4 ways
- At times I am doing truck and sorting things where they have to go and later running them out to the floor
- I have trained people to show them how to run a register, how to stock the shelves and sort things in the back.
- Performed daily opening and closing procedures for store operation.
- Assigned duties such as restocking shelves or cleaning work areas to team members.
- Verified accuracy of promotional signs within store environment.
- Operated scanning equipment for price checks and stock replenishment.
- Processed returns and exchanges according to company policy.
- Processed sales transactions accurately and efficiently at the cash register.
Restaurant Hostess
Mulligans Beach House Bar & Grill
Sebastian, FL
08.2019 - 07.2020
- My responsibilities were to greet the people that came in and ask them if they would like to sit inside or out on the patio and seat them according to where they like
- When they need people to run food I would go to the kitchen and take the food to the tables and ask them if there was anything else they needed
- I set up tables so it would be ready for people to sit at
- I cleaned/maintained the bathrooms and front entrance clean and stocked up
- I answered the phone to take take out orders and reservations
- I would let them know about our specials that we had on the weekends and recommend items on the menu.
- Adhered to all safety regulations set forth by the restaurant management team.
- Restocked condiments, silverware, napkins, and tablecloths. as needed.
- Ensured that food was served promptly after being prepared by the kitchen staff.
- Maintained cleanliness standards in the dining area including wiping down tables and chairs between seating.
- Balanced cash register at end of shift according to established procedures.
- Greeted customers and escorted them to their tables.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
- Monitored dining room activity to ensure all guests were receiving optimal service.
- Managed reservations, waitlists, and special requests for large parties.
Restaurant Hostess
Blackfins at Capt Hiram's Resort
Sebastian, Florida
01.2019 - 08.2019
- My responsibility as a host there was to greet people that came in and take them to a table
- I had to make sure that all bathrooms/front entrances were clean and stocked
- I answered the phone to take out orders and reservations
- I informed the guests about our daily specials and some recommendations about popular food items on the menu.
- I made sure that the hostess stand was clean.
- Completed daily side work tasks assigned by management such as rolling silverware or folding napkins.
- Assigned seating arrangements based on customer preferences and restaurant policies.
- Resolved customer complaints in a professional manner while maintaining a positive attitude towards guests.
- Provided menus and answered questions about menu items and specials.
- Answered incoming calls with appropriate greeting and provided information about menu items or services offered.
- Greeted customers and escorted them to their tables.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
Education
High School
Sebastian River High School
Sebastian, FL07-2020
Associate of Science - Dental Hygiene
Indian River State College
Ft. Pierce, FLSkills
- Customer service
- Table setting arrangements
- Stocker
- cashier
- Following diets intrusions
- UTI testing
- EKG
- Blood Pressure manually
- Referrals
- Professionalism
- Organizational Skills
- Written Communication
- Critical thinking abilities
- Medical terminology proficiency
- Problem-solving abilities
- Interpersonal Skills
- Analytical Thinking
- Analytical Skills
- Customer Service
- Data Entry
- Time Management
- Interpersonal Communication
- Team building
- Proofreading
- Active Listening
- Multitasking
- Task Prioritization
- Time management abilities
- Mail handling
- Decision-Making
- Document Control
- Payment Collection
- Spreadsheet Management
- Self Motivation
- Problem-Solving
- Relationship Building
- Teamwork and Collaboration
- Coding proficiency
- Insurance Verification
- Contract Preparation
- HIPAA Compliance
- Medical billing and collections
- Customer Engagement
- Administrative Support
- Data Analysis
- Database Management
- Database updates
- Bill payment
- Microsoft Office
- Database Maintenance
- Check processing
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Accomplishments
- When I was back in High School I have received a 4 year scholarship to Indian River State College
Timeline
Authorization Coordinator
Vero Orthopedics & Vero Neurology
11.2023 - Current
Medical Secretary Authorizations/Medical Coding and Billing Specialist
Steward Medical Group Bariatrics & General Surgery
03.2023 - 10.2024
Medical Receptionist/Referral Coordinator/Medical Assistant
Tuya Pa Geriatrics and Internal Medicine
07.2021 - 03.2023
Utilities and Kitchen Sever
Pelican Landing Assisted Living and Memory Care
04.2021 - 07.2021
Store Associate/Stock Room Associate
Bealls Outlet Stores
07.2020 - 04.2021
Restaurant Hostess
Mulligans Beach House Bar & Grill
08.2019 - 07.2020
Restaurant Hostess
Blackfins at Capt Hiram's Resort
01.2019 - 08.2019
High School
Sebastian River High School
Associate of Science - Dental Hygiene
Indian River State College
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