Shelby Nickless
Middleton,NH
Summary
Dynamic administrative professional with extensive experience at Wentworth Douglass Hospital, excelling in document management and customer service. Proven track record in streamlining workflows and enhancing patient care through effective communication and HIPAA compliance. Adept at insurance verification and report generation, ensuring accuracy and efficiency in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Administrative Assistant
Healogics
02.2020 - Current
- Oversaw inventory management for office supplies, maintaining optimal stock levels and minimizing shortages.
- Implemented electronic filing system, increasing document retrieval speed and accuracy by organizing records systematically.
- Facilitated communication between departments, fostering collaboration and timely information sharing among teams.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Worked closely with the Director of Operations and the Physicians to ensure charges with entered and processed successfully.
- Handled incoming and outgoing faxes to requesting parties
- Assisted in and obtaining insurance verification and authorizations.
- Maintained patient confidentiality through HIPAA standards
Care Coordination Specialist
Wentworth Douglass Hospital
04.2018 - 11.2019
- Coordinated patient care plans to enhance treatment outcomes and improve patient satisfaction.
- Implemented process improvements that streamlined workflow efficiency across multiple departments.
- Directed incoming calls to internal personnel and departments
- Filed incoming faxes and sent information to requesting parties
- Updated patient information in NaviHealth
- Set up and ran monthly department reports
- Issued the Medicare Important Message to the appropriate patients prior to discharge
- Updated meeting agendas and meeting minutes
- Organized and maintained employee contacts
- Put together new employee orientation binders for new hires
- Reached out to drug representatives to acquire med vouchers for patients
Health Unit Coordinator
Wentworth Douglass Hospital
05.2015 - 04.2019
- Coordinated patient admissions and discharges, ensuring smooth workflow and timely processing.
- Managed medical records, maintaining accuracy and compliance with hospital policies.
- Facilitated communication between healthcare teams and patients to streamline care delivery.
- Trained and mentored new staff on operational procedures and protocols.
- Assembled and maintained patient medical records and other documents related to patient care.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
- Aided physicians'' workflow efficiency by accurately transcribing orders into appropriate systems.
Patient Service Representative
Wentworth Douglass Hospital
10.2016 - 04.2018
- Coordinated communication between departments, enhancing operational effectiveness in patient care delivery.
- Trained new hires on hospital protocols and systems, promoting consistency in service standards.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Assisted patients in filling out check-in and payment paperwork.
- Reviewed customer survey information to prioritize areas for improvement.
- Utilized NextGen to schedule appointments
- Took copayments and compiled daily financial records
Licensed Nursing Assistant
Wentworth Douglass Hospital
07.2008 - 05.2015
- Assisted patients with daily living activities to promote comfort and independence.
- Monitored vital signs and reported changes to nursing staff for timely intervention.
- Collaborated with interdisciplinary teams to enhance patient care plans and outcomes.
- Trained new staff on best practices for patient care and facility policies.
- Advocated for patient needs in care discussions, ensuring comprehensive support services were utilized.
- Provided exceptional support for patients requiring specialized care, such as those with dementia or complex medical conditions.
- Facilitated smooth transitions between shifts by diligently documenting pertinent patient updates for incoming colleagues.
- Reduced the risk of infection by maintaining strict adherence to hygiene protocols and infection control measures.
Education
No Degree - Business Administration
Southern New Hampshire University
Hooksett, NH01-2029
High School Diploma -
Dover Adult Education
Dover06-2006
Skills
- Document management
- Inventory control
- Customer service
- Office administration
- HIPAA compliance
- Patient scheduling
- Insurance verification
- Data entry accuracy
- Communication skills
- Report generation
- Microsoft Word
- Microsoft outlook
Accomplishments
Made the President's List at Southern New Hampshire University for the summer 2025 term.
Timeline
Administrative Assistant
Healogics
02.2020 - Current
Care Coordination Specialist
Wentworth Douglass Hospital
04.2018 - 11.2019
Patient Service Representative
Wentworth Douglass Hospital
10.2016 - 04.2018
Health Unit Coordinator
Wentworth Douglass Hospital
05.2015 - 04.2019
Licensed Nursing Assistant
Wentworth Douglass Hospital
07.2008 - 05.2015
No Degree - Business Administration
Southern New Hampshire University
High School Diploma -
Dover Adult Education