Nikki Mccallister
Lebanon,TN
Summary
Caring Front Office Lead with proven skills in management, client registration and document processing. Highly organized and with an empathic communication style. Ready to bring 5+ years' experience to a rewarding new position.
Overview
10
10
years of professional experience
Work History
Front Office Team Leader
Tennessee Retina
Murfreesboro, TN
02.2022 - Current
- Maintain patient confidentiality by adhering to HIPAA guidelines and practice policies.
- Provide exceptional customer service, addressing patient concerns promptly and professionally.
- Collect and enter patient demographic and insurance data into computer database to establish patient's medical record.
- Handle sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborate with clinical staff to ensure seamless coordination of care for patients.
- Streamline front-desk operations for improved patient flow and reduced wait times.
- Contribute to a positive work environment through effective teamwork and communication with colleagues.
- Manage high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
- Reduce billing errors by verifying demographic information and updating records as needed.
- Demonstrate strong leadership skills by mentoring new staff members on proper procedures and etiquette for dealing with customers. I also offer ongoing training to correct errors and ensure our front office are following proper protocols.
- Oversee daily front office operations, delegating tasks as necessary to maintain an efficient workflow.
- Improve guest satisfaction by addressing concerns promptly and professionally, resulting in parients leaving happy and satisfied with the services provided.
- Monitore office supplies by checking inventory and placing orders when needed for smooth office operations.
- Screen and transfer incoming calls, took down messages, and transmitted information and documents to the correct internal personnel.
- Provide backup to front desk to step in to assist with various tasks whenever employee was absent at lunch or when we are busy and short handed.
- Resolve issues through active listening and open-ended questioning, escalating major problems to supervisors.
- Delegate tasks to front office staff to organize and improve office efficiency.
- Manage teams for the Murfreesboro site to help schedule incoming new patients and reschedule existing patients.
- Managed referral folder by uploading new referrals sent from the Medical Records department and sorting referrals to each site by patient location and manage the incoming referrals for Murfreesboro by building charts with patient demographics and verifying insurance and scheduling patients.
- Communicate closely with the Doctors about their schedules and what it is they want to keep our doctors happy and from becoming over whelmed by patient volumes to ensure smooth office flow.
Intake Specialist
All Ways Caring HomeCare
Mt. Juliet , TN
03.2021 - Current
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Maintained thorough and accurate records outlining program operations and participant progress.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
- Collaborated with social workers to support patients.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Observed safety protocols to minimize accidents and spread of disease.
- Evaluated patient behavior and reported changes to clinical team.
- Educated patients on various resources, services and programs to maximize care.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Typed up client contract using information provided by insurance agency.
- Set meetings with clients to discuss care plan and services while obtaining all legal documentation and signatures to begin services.
- Monthly VA visits / reports
- Semi annual home visits and reports
- Yearly contract renewals
- Quarterly internal file audits
Caregiver / House Manager
FirstLight HomeCare
Franklin, TN
10.2019 - 03.2021
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Improved patient outlook and daily living through compassionate care.
- Maintained clean and well-organized environment for client happiness and safety.
- Developed patient care plans with doctors and registered nurses.
- Followed care plan and directions to administer medications.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Created safe and positive living situation for clients by communicating with the family and other staff about any concerns or challenges.
- Reported concerns to nurse supervisor to promote optimal care.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Directed patients in passive and active ROM exercises to maintain musculoskeletal functions and increase strength.
- Laundered clothing and bedding to prevent infection.
- Assisted with meal planning to meet nutritional plans.
- Examined and addressed lacerations, contusions and physical symptoms to assess and prioritize need for further attention.
- Cared for wounds by changing bandages, dressings and binders to promote healing.
- Collected and recorded patients' blood pressure, pulse and respirations (TPRs) to evaluate and note basic health status.
- Liaised between doctors and patients about care plans, progress and changing health conditions.
- Built strong and trusting rapport with clients and loved ones.
- Recorded client status progress and challenges in logbooks and reports.
- Checked mail, shopped for groceries and handled bill payments.
- Changed bed linens, made bed and laundered soiled linens to keep patients' bed clean.
- Monitored health and well-being of each client, including any significant health changes.
- Authored and maintained household office and operations manuals to define staff expectations, confidentiality requirements and household and office procedures.
- Worked with patients and families to design meal, rehabilitation and other plans for long-term success.
- Prepared food and helped patients eat to support healthy nutrition.
Retail Sales Manager
Pilot Travel Centers
Murfreesboro, TN
10.2014 - 10.2018
- Increased customer satisfaction by providing expert product knowledge and personalized recommendations.
- Provided exceptional customer service by attentively listening to needs and offering tailored solutions.
- Consistently met or exceeded individual sales goals while contributing to overall store success.
- Delivered in-depth information on product features so customers could make educated decisions before purchase.
- Developed strong relationships with customers, resulting in repeat business and loyalty.
- Maintained a well-organized and visually appealing store environment for optimal customer experience.
- Boosted sales revenue through effective upselling and cross-selling techniques.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Trained new staff members on company policies, procedures, and best practices for retail sales success.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Developed relationships with clothing vendors and freight operators.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Collaborated with team members to achieve monthly sales targets and maintain high performance standards.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
- Analyzed sales data and trends to identify areas for improvement in both individual and team performance, leading to increased revenue.
- Addressed customer complaints professionally and efficiently, resulting in satisfied customers who continued to patronize the store.
- Worked closely with upper management to develop short-term and long-term goals for the store, aligning objectives with the company''s mission and vision.
- Coordinated special events within the store such as product launches or promotional activities that generated excitement among customers.
- Managed relations with vendors
- Managed all store ordering, returns
- and inventory
Education
Tennessee
CNA License - CNA
NHC CNA Program
Cookeville, TNHigh School Diploma -
Livingston Academy
Livingston, TN05.2012
Skills
- Claims processing
- Client intake
- Eligibility review
- Records maintenance
- Consultation and advisory
- Data entry
- Records management
- Empathic communication
- Interdisciplinary teamwork
- Document management
- Patient relationship management
- Quality improvements
- Basic math
- People skills
- Leadership skills
- Medical knowledge
- Medical equipment training
- Experience with Microsoft office, Excel Spreadsheets, auto fill & sign
- Caregiver recruiting
Timeline
Front Office Team Leader
Tennessee Retina
02.2022 - Current
Intake Specialist
All Ways Caring HomeCare
03.2021 - Current
Caregiver / House Manager
FirstLight HomeCare
10.2019 - 03.2021
Retail Sales Manager
Pilot Travel Centers
10.2014 - 10.2018
Tennessee
CNA License - CNA
NHC CNA Program
High School Diploma -
Livingston Academy