Theresa Stovall-Nuells
Houston,TX
Summary
Compassionate, patient, and highly skilled in diverse administrative functions for patient care. Brings a high degree of diplomacy and problem-solving acumen. Positive and upbeat team player excelling in communication and time management. Maintains accurate medical records with precision. Successfully handled busy medical office tasks as a Patient Access Representative for the past 3 years. Manages patient accounts, arranges immediate medical care, and verifies insurance claims with a career-minded and organized approach. Proficient in medical and clinical terminology, as well as MS Office and Excel. Equipped to contribute to team success while continuously expanding knowledge and skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Democratic National Committee
06.2024 - 11.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
- Improved document processing speed by introducing automated templates for routine correspondence.
Remotely Customer Service Assistant
Walgreens Boots Alliance
11.2023 - 06.2024
- Answered customer questions about product availability and shipment times.
- Maintained clean and organized work environment to maintain customer safety.
- Collaborated with team members to improve overall customer experience and boost company reputation.
- Developed strong relationships with customers, establishing trust and loyalty through attentive service.
- Refunded money and adjusted bills to resolve customer service or billing complaints.
- Managed customer complaints effectively, offering solutions that exceeded expectations.
- Demonstrated empathy towards customers during difficult situations while remaining composed under pressure.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Handled high call volume while maintaining a professional demeanor and ensuring timely resolutions.
Remotely Medical Phone Call Center Lead
Preventice Solutions
11.2016 - 02.2023
- Reduced call escalations by empowering agents with the necessary tools, knowledge, and decision-making authority.
- Collaborated with other departments to address common customer issues, streamlining processes for faster resolution times.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns.
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Assisted in recruitment efforts by conducting interviews, evaluating candidates'' skills, and recommending top talent for available positions.
- Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork collaboration among colleagues.
- Built strong relationships with key clients through personalized communication, ensuring long-term loyalty and repeat business.
- Boosted team morale with regular feedback sessions and employee recognition programs.
- Championed change management initiatives within the call center, spearheading new technology implementations and process improvements.
- Established a culture of accountability, fostering an environment where employees took ownership of their work and results.
- Implemented effective coaching strategies to improve agent performance and customer experience.
- Analyzed call center data to identify trends and opportunities for process improvement initiatives.
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.
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.
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.
Education
Associate Degree - Phlebotomy
Smithwood Medical Institute
01.2020
Associate Degree in Nursing - Medical Administrative Assistant
Allied Health Careers
Austin, TX01.2012
Associates in Billing And Coding - Medical Insurance Billing
National Institute of Technology
01.2004
High School Diploma -
Edna High School
01.1988
Skills
- Customer service
- Data entry
- Computer skills
- Office administration
- Administrative support
- Microsoft Word
- Time management
- Microsoft Excel
- File organization
- Microsoft outlook
- Filing
- Computer proficiency
- Customer and client relations
- Critical thinking
- Scheduling
- Strong problem solver
- Clerical support
- Customer relations
- Office management
- Database entry
- Professional communication
- Microsoft Office Suite
- Documentation and recordkeeping
Certification
- Phlebotomy Technician (PT)
Timeline
Administrative Assistant
Democratic National Committee
06.2024 - 11.2024
Remotely Customer Service Assistant
Walgreens Boots Alliance
11.2023 - 06.2024
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
High School Diploma -
Edna High School
- Phlebotomy Technician (PT)
Associate Degree - Phlebotomy
Smithwood Medical Institute
Associate Degree in Nursing - Medical Administrative Assistant
Allied Health Careers
Associates in Billing And Coding - Medical Insurance Billing
National Institute of Technology
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