Toi Nicholson
Coppell
Summary
Dynamic Patient Care Advocate with proven expertise while excelling in appointment scheduling and EMR documentation. Recognized for being a responsible team player, and enhancing service quality through effective communication and patient advocacy. Also having experience as a medical assistant including performing vital signs and handling/ processing laboratory specimens. Committed to maintaining HIPAA compliance while fostering a supportive environment for patients and staff alike.
Overview
11
11
years of professional experience
Work History
Patient Care Advocate
Bayview Physicians Group
02.2021 - 12.2025
- Welcome and assist patients in a courteous and professional manner, both in person and via telephone
- Schedule patient appointments efficiently and accurately
- Manage the check-in and check-out process, ensuring all required information is obtained and documented
- Route messages and documentation within the electronic medical record (EMR) system
- Provide administrative support to ensure smooth day-to-day operations of the practice
- Protect patient privacy and maintain confidentiality in accordance with HIPAA regulations
- Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
- Reduced patient wait times by efficiently managing schedules and coordinating with medical staff.
- Maintained clean, safe, and well-organized patient environment.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Resolved customer complaints using established follow-up procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Trained new staff on filing, phone etiquette and other office duties.
OBGYN Receptionist
WomanCare Centers
08.2018 - 04.2020
- Managed front desk operations, ensuring seamless visitor check-in and appointment scheduling.
- Handled multi-line phone system, directing calls to appropriate departments efficiently.
- Coordinated office communications, facilitating timely information sharing among staff and clients.
- Maintained organized filing systems, enhancing document retrieval and storage efficiency.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Corresponded with clients through email, telephone, or postal mail.
- Routed incoming mail and messages to relevant personnel without delay.
- Operated multi-line telephone system to answer and direct high volume of calls.
Plasma Center Technician
Octapharma Plasma Center
08.2014 - 07.2018
- Conducted donor screenings and ensured compliance with safety protocols.
- Managed blood collection processes, maintaining sterile environments for optimal donor safety.
- Trained new staff on operational procedures and equipment usage for effective workflow.
- Monitored inventory levels of supplies and coordinated restocking to prevent shortages.
Education
No Degree - Phlebotomy
Training Solutions
Norfolk, VAAssociate of Science - Medical Assisting
Centura College
Norfolk, VA09.2008
Skills
- Patient advocacy
- Appointment scheduling
- EMR documentation
- HIPAA compliance
Timeline
Patient Care Advocate
Bayview Physicians Group
02.2021 - 12.2025
OBGYN Receptionist
WomanCare Centers
08.2018 - 04.2020
Plasma Center Technician
Octapharma Plasma Center
08.2014 - 07.2018
No Degree - Phlebotomy
Training Solutions
Associate of Science - Medical Assisting
Centura College