Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rainee Hicks

Gorham

Summary

Results-driven professional with a proven track record in enhancing office operations and efficiency, successfully spearheading process improvements that boosted profitability. Expertise in accounts receivable and HIPAA compliance, complemented by strong time management and communication skills, consistently elevates customer satisfaction and streamlines workflow.

Overview

13
13
years of professional experience

Work History

Patient Service Representative

Eyecare Medical Group
Portland
10.2023 - 02.2025
  • Ensured all necessary paperwork was completed prior to patient visits.
  • Referred patients to appropriate professionals and services.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
  • Obtained informed consent and payment documentation from patients and filed in system.
  • Inputted patient demographic data into electronic health record system.
  • Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
  • Assisted with scheduling follow-up appointments according to provider availability.
  • Explained policies, procedures and services to patients.
  • Processed referrals from primary care physicians to specialists for further treatment or evaluation.
  • Prepared letters and documents for mailing as requested by supervisor or physician staff.

Central Scheduling Manager

Maine Optometry
03.2021 - 09.2023
  • Experience scheduling, rescheduling, and canceling various appointments, with a sound ability to analyze and resolve all appointment issues in a timely manner.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
  • Evaluated and updated demographics, health, and vision insurance, and ensured eligibility of services prior to appointments.
  • Created Standard Operating Procedures (SOP), job aides, phone scripts, and formal letter templates to ensure consistency and accuracy.
  • Identified opportunities to streamline processes, and improve office operations and efficiency.
  • Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and salary increases.
  • Built and managed processes for tracking and monitoring department performance.

Coordinator of Receivable and Collections

Kyocera Document Solutions
02.2020 - 03.2021
  • Received, processed, and applied checks, credit cards, and ACH payments to customer accounts.
  • Prepared and mailed invoices to customers, processed payments, and documented account updates.
  • Researched accounts, and completed due diligence to resolve collection problems, and contacted customers to formulate payment plans.
  • Analyzed accounts to discover discrepancies, and resolve all variances promptly.
  • Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
  • Compile daily reconciliation reports for management.
  • Delivered accurate and on-time monthly financial reports to the corporate office.

Financial Solutions Team Lead

National Government Services, NGS
11.2015 - 03.2019
  • Promoted conflict resolution by listening, and offering reasonable solutions.
  • Supported internal and external customers to ensure service-level requirements were exceeded.
  • Composed reports and training for management to help increase production and build efficiency.
  • Oversaw the Small Business Health Options Program (SHOP) issuer enrollment, billing, and account maintenance.
  • Managed inbound and outbound calls with customers to ensure that changes to employee or dependent information were correct to facilitate communication with insurance companies regarding enrollment changes, ensuring proper adjustments to employee or dependent health and dental plans.
  • Transmitted group and member-level files to the issuer for group coverage.
  • Provided information and education to Customer Service Representatives to aid in their calls with external customers.
  • Assisted employers with finding plans and prices that fit their business and employee needs.
  • Accepted or declined health and dental coverage on behalf of the employee for themselves, and dependents.
  • Provided information and education to employers and agents/brokers regarding the SHOP enrollment process.

Security Officer

Securitas
04.2015 - 11.2015
  • Observed and reported activities and incidents for the security and safety of client property and personnel.
  • Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety a top priority.
  • Checked the identification of persons entering and exiting the facility to eliminate unauthorized visitors.
  • Protected facility and property, guests, by regularly circulating the premises and monitoring surveillance feeds.
  • Administered first aid for minor medical situations and contacted paramedics for medical emergencies.
  • Documented security-related situations and submitted in-depth reports to superiors.
  • Maintained high levels of alertness throughout shifts.

Housing Support Caseworker

Preble Street
02.2012 - 07.2014
  • Maintained a secure environment for low-barrier clients.
  • Contributed to a team-based program model.
  • Employed creative problem-solving to address high-stress situations.
  • Collaborated with community partners to provide crisis intervention and emergency services for clients.
  • Professionally documented incidents, intakes, case notes, and monthly reports.
  • Administered assessments to identify clients' needs, and establish treatment plans.
  • Documented client progress and activities in accordance with agency policies and procedures.
  • Assisted clients in developing and setting realistic goals to promote positive change.
  • Assisted clients in finding housing and employment.
  • Practiced cognitive behavioral therapy, motivational enhancement and structural family therapy in individual and group settings.

Education

Certificate in Suicide Prevention - Social Work

National Alliance On Mental Illness
52 Water Street, Hallowell, Maine
01.2014

Certificate in Motivational Interviewing - Social Work

Health Education Training Institute
25 Middle Street, Portland, Maine
08.2013

Certificate in Alcohol and Drug Counseling - Alcohol Abuse Counseling

Intercoast Career Institute
Gannett Drive, South Portland, Maine
06.2012

Skills

  • Time management skills
  • Reminder calls
  • Call center metrics
  • Workflow optimization
  • Appointment scheduling
  • Insurance authorizations
  • HIPAA compliance
  • Interpreting physician orders
  • Office administration
  • Directing callers
  • Verbal and written communication
  • Process Improvement
  • Aging Reports Analysis
  • Monthly reconciliations
  • Credit and collections
  • Invoice preparation
  • Check-in coordination

Timeline

Patient Service Representative

Eyecare Medical Group
10.2023 - 02.2025

Central Scheduling Manager

Maine Optometry
03.2021 - 09.2023

Coordinator of Receivable and Collections

Kyocera Document Solutions
02.2020 - 03.2021

Financial Solutions Team Lead

National Government Services, NGS
11.2015 - 03.2019

Security Officer

Securitas
04.2015 - 11.2015

Housing Support Caseworker

Preble Street
02.2012 - 07.2014

Certificate in Suicide Prevention - Social Work

National Alliance On Mental Illness

Certificate in Motivational Interviewing - Social Work

Health Education Training Institute

Certificate in Alcohol and Drug Counseling - Alcohol Abuse Counseling

Intercoast Career Institute

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Rainee Hicks