Nikaria Luckey
Palo Alto,CA
Summary
Dependable administrative professional serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Overview
17
17
years of professional experience
Work History
Patient Service Representative
El Camino Hospital
02.2023 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Took copayments and compiled daily financial records.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Patient Access Representative III
Stanford Health Care
12.2013 - 08.2020
- Maintained professional communication with various PAS staff, medical center staff, physicians, guests, and patients regarding the admitting services rendered at Stanford Medical Center
- Responsible for establishing and maintaining positive working relationships
- Performed difficult admitting duties including rooming and planning
- Handled advanced patient accounting and patient admitting issues and projects
- Ensured scheduled patients were eligible for services requested, and/or determined patient liability
- Verified insurance eligibility
- Had frequent contact with patients, third party payers, PSO staff, contracting staff, and managers of clinic and clerical staff
- Served as a resource to other staff on registration, benefits, and the authorization process
- Provided resource information available in the community and at Stanford which was specific to the patient's needs (Path Well, Cancer Supportive Services, financial counseling, nutrition, spiritual services, Social Work, etc.)
- Assisted the Training & QA Department in developing and reviewing training content for specific clinics and workflows
- Trained new employees on department, pod, and clinic-specific operational protocols and workflows using approved materials and approaches
- Assisted with compiling resource information and developing resource files
- Verified post-hospitalization benefits
- Arranged and coordinated transportation, post-hospital placement, services and equipment
- Met weekly individual productivity goals and standards while following planned priorities as set by the Team Manager/Coordinator
- Performed Radiology intake
- Performed Lab Intake which includes Laboratory blood draw check in and accessioning for SHC and LPCH
- Assured secure handling and accurate recording of payments collected at the point-of-service delivery
- Performed departmental quality review checks
- Led team huddles and meetings.
Office Manager
Pacific Frontier Medical
08.2007 - 06.2013
- Coordinated with clinical staff for effective patient case management
- Assisted patients with treatment questions and answers directly related to treatment plan
- Prepared medical reports and patient summaries
- Assisted patients with travel and lodging accommodations as needed for specific treatment plans
- Coordinated employee benefit packages, company payroll
- Managed back office phone line; answering live calls and voicemail retrieval
- Performed duties associated with scheduling, organizing, and operating conferences, seminars, and events, including recommending vendors for services, overseeing the production and distribution of materials
- Managed front and back office staff
- Planned and scheduled calendar(s) based on consultation, resolved calendaring conflicts, and arranged travel for MD's, and clinic staff
- Processed and monitored routine financial transactions, which included researching and resolving discrepancies
- Served as the point of contact for general maintenance, health and safety, and other facility concerns
- Maintained approved content on clinic website.
Education
Associate of Science - Social Science
Chabot College
Hayward, CA08.2026
Skills
Customer Service
Medical terminology knowledge
Problem-Solving
Excellent Communication
Multitasking Abilities
Medical insurance
Timeline
Patient Service Representative
El Camino Hospital
02.2023 - Current
Patient Access Representative III
Stanford Health Care
12.2013 - 08.2020
Office Manager
Pacific Frontier Medical
08.2007 - 06.2013
Associate of Science - Social Science
Chabot College
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