Nysha Thompson-Walker
Davison,MI
Summary
Adept at streamlining medical admissions processes and enhancing customer satisfaction, tenure at Heartland Hospice honed skills in HIPAA compliance and client relations. Leveraging strong organization and CRM software proficiency, while successfully coordinated patient admissions, significantly improving the efficiency of healthcare administration.
Overview
12
12
years of professional experience
Work History
Admissions Coordinator
Heartland Hospice
11.2017 - Current
- Provided exceptional customer service during phone and email interactions with prospective students and their families, addressing concerns promptly and professionally.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Assisted in patient admission process based on federal and state laws.
- Collaborated with admissions team to develop and implement strategies to improve admissions process.
- Responsible for coordinating referrals to admission process for home health, hospice and infusion patients.
- Provides administrative support to our clinical team to ensure all eligible patients receive care, barriers to admission are addressed and resolved.
- Manages approximately 20 incoming referrals per day from providers,
Provider Customer Service Representative
McLaren Health Plan
11.2014 - 08.2017
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Collaborated with team members to share knowledge and develop best practices for customer support.
- Prioritized tasks effectively during peak call periods, ensuring optimal productivity without compromising service quality.
- Managed high call volume, providing prompt assistance to customers seeking help with their healthcare services.
- Responsible for daily provider telephone calls which includes problem solving, eligibility, benefit, and resolution of claims issues.
- Investigated and resolved provider inquires and complaints quickly.
Customer Service Representative
PharMerica Service Center
07.2012 - 10.2014
- Handled inbound calls from customers, and/or facility personnel in order to maintain consistent flow of medication to patients
- Documented real-time calls in software tracking log such as CRM and AS400 programs
- Resolved customer problems and notifies appropriate parties of what actions have or need to be taken
- Recognized deviation and irregularities relating to data, processes and system requirements
- Conducted out-bound calls for consolidating pharmacies and new businesses
- Solicited attendance for educational programs, and supports other customer-facing activities
- Maintained confidentiality of employees and patients/resident's demographic and medical information
- Marketed programs to facility management, such as ViewMasterRx, RxNow, and EZMar programs.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Associate of Science - Business Administration And Management
Davenport University
Flint06.2023
High School Diploma -
Northwestern Community High School
Flint, MI06.1999
Skills
- Strong Organization
- Data Verification
- Client Relations
- Medical admissions processes
- CRM Software
- HIPAA Compliance
- Medical Admissions Process Knowledge
- Clerical Support
- Computer Literacy
- Medical Terminology Proficiency
- Healthcare Administration
Timeline
Admissions Coordinator
Heartland Hospice
11.2017 - Current
Provider Customer Service Representative
McLaren Health Plan
11.2014 - 08.2017
Customer Service Representative
PharMerica Service Center
07.2012 - 10.2014
Associate of Science - Business Administration And Management
Davenport University
High School Diploma -
Northwestern Community High School
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