Summary
Overview
Work History
Education
Skills
Timeline
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Nida Malik

Houston,US

Summary

Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Bringing 9 years background maintaining customer satisfaction and contributing to company success.

Overview

9
9
years of professional experience

Work History

Customer Service Analyst

Cigna
03.2025 - Current
  • Provide high level of service for inbound customer calls about their medical benefits by direct messaging.
  • Listen and understand customers unique needs, seeking more information through probing questions with the goal of offering programs and services that apply to their past, current or future needs.
  • Investigate and resolves escalations, determine barriers to care, and help to resolve complaints by reviewing policies and procedures.
  • Proactively offer outreaches to providers, doctor or vendors as needed to bring next steps into action or resolution removing effort from the customer.
  • Serving as an internal advocate for customers.

Patient Services Representative

Houston Methodist Hospital
12.2023 - 03.2025
  • Coordinates patient flow as directed with consistency, timeliness, and expert skill while meeting appropriate priority standards
  • Provides appropriate notification of issues that may result in service delays or denials
  • Drive front-end revenue cycle operations, including charge entry and insurance verification, while educating patients on billing processes and financial responsibilities
  • Facilitate seamless patient check-in/out procedures, coordinate with healthcare teams, and generate reports to support departmental communication and operations
  • Implement efficient scheduling solutions, handle service adjustments, and maintain priority standards to optimize patient care and departmental workflow
  • Secure patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
  • Optimized patient scheduling processes, enhancing appointment accuracy and reducing wait times, while ensuring strict HIPAA
  • Implemented robust account monitoring system, proactively resolving patient financial issues, leading to improved customer satisfaction and streamlined operations
  • Analyzed scheduling patterns and patient flow, proposing data-driven solutions that significantly reduced appointment conflicts and improved resource allocation
  • Worked with hospitals, clinics, facilities, and clinical teams to manage requests for services

Patient Access Representative II

Memorial Hermann Health System
09.2018 - 08.2021
  • Secure patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Optimized patient scheduling processes, enhancing appointment accuracy and reducing wait times, while ensuring strict HIPAA.
  • Implemented robust account monitoring system, proactively resolving patient financial issues, leading to improved customer satisfaction and streamlined operations.
  • Analyzed scheduling patterns and patient flow, proposing data-driven solutions that significantly reduced appointment conflicts and improved resource allocation.

Manager

Adventure Kids
01.2016 - 01.2018
  • Developed programs to improve workflow based on identified customer service
  • Analyzed, constructed, and calculated daily accounting records, including payroll and sales transactions
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement
  • Led staff in a dynamic environment, fostering teamwork and implementing performance improvement strategies for continuous growth
  • Managed daily accounting records, including payroll and sales transactions, while developing data-driven strategies for operational enhancement

Education

BACHELOR OF SCIENCE - Public Health

University Of Houston
Houston, TX
12.2017

Skills

  • Patient flow management
  • Electronic health records
  • Data analysis
  • Process improvement
  • Patient engagement
  • Service efficiency
  • Insurance verification
  • Confidential medical records management
  • Public awareness campaigns
  • Grant administration
  • Statistical analysis
  • Customer service improvement
  • Team leadership
  • Cross-functional coordination
  • CRM software

Timeline

Customer Service Analyst

Cigna
03.2025 - Current

Patient Services Representative

Houston Methodist Hospital
12.2023 - 03.2025

Patient Access Representative II

Memorial Hermann Health System
09.2018 - 08.2021

Manager

Adventure Kids
01.2016 - 01.2018

BACHELOR OF SCIENCE - Public Health

University Of Houston

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Nida Malik