Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Theresa Stovall-Nuells

Houston,TX

Summary

Compassionate Patient Access Representative well-versed in performing diverse administrative functions for patient care with high degree of diplomacy and problem-solving acumen. Positive and upbeat team player with good communication and time management abilities. Demonstrated extreme attention to detail with accuracy of medical records. Cordial Patient Access Representative with 3-years track record of successfully handling busy medical office tasks to serve diverse populations. Career-minded and organized professional skillful in maintaining patient accounts, arranging immediate medical care and verifying insurance claims. Familiar with medical and clinical terminology coupled with proficiency in MS Office and Excel. Flexible hard worker ready to learn and contribute to team success.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Remotely Medical Phone Call Center Lead

Preventice Solutions
11.2016 - 02.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Generated customer service reports to track customer satisfaction.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Oversaw team of 50 agents focused on Heart monitor calls.
  • Compiled status and performance reports for team leaders to address company strengths and weaknesses.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed and updated databases to handle customer data.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained new personnel regarding company operations, policies and services.

Administrative Assistant

Toshiba International
04.2011 - 10.2016
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created Purchase Orders and obtained all required signatures
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Created and maintained databases to track and record customer data.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Phlebotomist (Part Time)

Labs On Wheels
05.2010 - 04.2012
  • I performed blood draws, alcohol testing, drug screenings, and DNA testing in a facility and performed drug screen, collections for both DOT and Non-DOT drug screens
  • Perform phlebotomy functions within blood donor center as well as mobile blood-bank units
  • Eased donors stress and made the experience as comfortable as possible, which attracted a steady stream of repeat donors.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Addressed questions and concerns to educate patients on collection process and procedures.

Medical Call Center Team Leader (Remotely)

AFFLIATED COMPUTER SERVICES
06.2009 - 01.2012
  • Organized patient charts, gathering medical histories, lab results and consents.
  • Retrieved medical charts for healthcare staff for filing in medical records.
  • Maintained complete confidentiality in accordance with organization and legal requirements.
  • Pulled patient charts for insurance purposes,
  • Managed release of information requests and identified requestors as patient, relation or provider.
  • Observed confidentiality and safeguarded all patient-related information.
  • Tracked and processed release of information requests.
  • Purged outdated files.
  • Communicated frequently and openly to motivate team members and drive goal achievement.
  • Provided knowledge and resources to prepare each team member for success and top performance.
  • Prioritized team and individual goals to effectively achieve business objectives.
  • Requested team member feedback regarding existing operations and analyzed findings to improve policies and procedures.
  • Oversaw call-monitoring, coaching, performance and corrective action for all team members.

Admitting Billing and Coding Specialist (Nights)

Round Rock Hospital
05.2009 - 03.2010
  • Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
  • Attained up-to-date knowledge of coding requirements through continuing education courses and certification renewal.
  • Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
  • Resourcefully used various coding books, procedure manuals, and on-line encoders.
  • Communicated with insurance companies to research and resolved coding discrepancies.
  • Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
  • Interacted with physicians and other healthcare staff to ask questions regarding patient services.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
  • Verified signatures and checked medical charts for accuracy and completion.
  • Input data into computer programs and filing systems.

MEDICAL ASSISTANT (Part Time)

ROUND ROCK FAMILY CLINIC
02.2000 - 07.2004
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Documented vital signs and health history for patients in clinic and hospital environments.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.


Phlebotomist Technician

Clinical Pathology Laboratories
05.2002 - 01.2005
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
  • Centrifuged blood samples as outlined in clinical protocols.
  • Assembled tourniquets, needles, and blood collection devices to prepare work trays.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Reviewed patient records for accuracy and completeness.
  • Packaged and shipped specimens to central lab daily.
  • Participated in continuing education programs to stay up to date on new technologies and procedures.
  • Conducted venipuncture and other CT procedures.
  • Drew blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
  • Verified patients' identification for proper sample collection.
  • Collected blood samples in accordance with laboratory protocols and regulations.
  • Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
  • Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
  • Followed established safety protocols and standards to minimize risk of infection and injury.
  • Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation.
  • Verified proper storage and transportation of specimens to laboratories.
  • Provided guidance and support to laboratory personnel.
  • Participated in quality assurance and competency assessment initiatives.
  • Handled insurance verification tasks to validate patient insurance information.

Education

No Degree - Phlebotomy

Smithwood Medical Institute
Houston, TX
01.2020

Medical Administrative Assistant - Medical Administrative Assistant

Allied Health Careers
Austin, TX
01.2012

Billing and Coding - Medical Insurance Billing

National Institute of Technology
Austin, TX
01.2004

High School Diploma -

Edna High School
Edna, TX
01.1988

Skills

  • Computer skills: MS Office: Word, Excel, PowerPoint, MS Outlook
  • Hospital Information System experience
  • Typing ability at 55 wpm
  • Admission and registration procedures
  • Patient interview ability
  • Outstanding written and verbal communication skills
  • Meticulous
  • Multitasking skill
  • Time management
  • Patient Care
  • Medical terminology
  • EMR System
  • Call Center Leader Skills
  • Customer Service – 20yrs
  • Blood Draws
  • Data Entry
  • TECHNICAL SKILLS
  • Office Equipment: Fax machines, photocopiers, videoconferencing, PABX systems, and other general

Certification

  • Phlebotomy Technician (PT)

Timeline

Remotely Medical Phone Call Center Lead

Preventice Solutions
11.2016 - 02.2023

Administrative Assistant

Toshiba International
04.2011 - 10.2016

Phlebotomist (Part Time)

Labs On Wheels
05.2010 - 04.2012

Medical Call Center Team Leader (Remotely)

AFFLIATED COMPUTER SERVICES
06.2009 - 01.2012

Admitting Billing and Coding Specialist (Nights)

Round Rock Hospital
05.2009 - 03.2010

Phlebotomist Technician

Clinical Pathology Laboratories
05.2002 - 01.2005

MEDICAL ASSISTANT (Part Time)

ROUND ROCK FAMILY CLINIC
02.2000 - 07.2004

No Degree - Phlebotomy

Smithwood Medical Institute

Medical Administrative Assistant - Medical Administrative Assistant

Allied Health Careers

Billing and Coding - Medical Insurance Billing

National Institute of Technology

High School Diploma -

Edna High School

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Theresa Stovall-Nuells