S. Nicole Phipps

• Improved patient satisfaction by implementing efficient scheduling and appointment management systems for busy physician group.
• Streamlined office operations for increased efficiency and productivity through effective staff training and delegation of tasks.
• Enhanced patient care by establishing strong relationships with medical professionals, including physicians, nurses, and technicians.
• Managed daily administrative and clinical tasks for 25 employees to ensure smooth operations within the medical office environment.
• Facilitated communication between medical staff members to maintain a cohesive team focused on providing exceptional patient care.
• Coordinated regular staff meetings to address challenges, discuss solutions, and share best practices within the team.
• Implemented new processes for managing patient flow, minimizing wait times while maintaining high-quality care standards throughout the practice.
• Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Built and managed processes for tracking and monitoring department performance.

• 1Improved patient scheduling efficiency by streamlining appointment booking processes.
• Coordinated surgical team schedules for 7 Cardiovascular Surgeons for seamless procedure planning and execution.
• Reduced surgery cancellations with thorough pre-operative assessments and communication with patients.
• Enhanced patient satisfaction by providing clear explanations of surgical procedures and addressing concerns promptly.
• Minimized patient wait times through effective management of daily surgery schedules.
• Contributed to overall clinic success with proactive identification of areas for process improvement in scheduling systems.
• Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
• Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
• Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
• Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.

• Managed and verified demographics, insurance and financial information submitted by patients.
• Managed 8 busy phone lines for multiple providers
• Reviewed all verifications and medical policies submitted by staff prior to approval.
• Performed calculations to access the profitability of the treating physician on each patient case; as well as protected the company by calculating patient liability, establishing payment arrangements, and developing payment options.

• Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
• Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
• Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
• Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
• Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
• Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.

Same responsibilities as outlined in previous role with previous employer.