NICOLE MCCLENDON
Newport News
Summary
Demonstrates exemplary customer service with 10 + years of experience in the health care field with strong time management and organizational skills. Handles tasks with accuracy and efficiency. Patient Services Specialist with exceptional communication skills offering patient-centric approach to comprehensive administrative support in healthcare clinics and facilities. Demonstrated to deliver outstanding customer service and leverage technology to manage patient scheduling and registration processes to facilitate patient care. Skilled in fostering positive patient experiences and education.
Overview
19
19
years of professional experience
Work History
Community Health Coordinator
Bay Aging
11.2023 - Current
- Enhance access to healthcare services for underserve populations through collaboration with local organizations.
- Conduct needs assessments to identify gaps in service provision and inform program development.
- Work directly with patient treatment teams and participated in care coordination procedures.
- Worked well in a team setting, providing support and guidance.
Patient Service Coordinator
Optima Health Plan
01.2014 - 05.2023
- Provided case management/care coordination services to members.
- Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Assisted in increasing patient retention rates by conducting follow-up calls for appointment reminders and satisfaction surveys.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Verified patient's insurance eligibility and benefits coverage.
- Handled customer service inquiries in person, via telephone and through email.
Intake Scheduler
Professional Healthcare Resources Inc.
05.2009 - 06.2013
- Strictly followed all federal and state guidelines regarding release of information.
- Coordinated communication between patients, family members, medical staff, and administrative staff.
- Demonstrated analytical and problem-solving ability by addressing barriers to receiving and validating accurate home health information.
- Received, responded, and scheduled all home health referrals in a timely manner.
- Delegated staff clinicians duties.
- Obtained pre-authorizations for home health services per Medicare guidelines.
- Ordered Medline medical supplies as needed.
Administrative Assistant
Sentara Hampton Careplex
07.2008 - 05.2009
- Supported healthcare providers with accurate transcription of medical notes, facilitating clear communication among team members and improving overall patient care.
- Prepared patient charts, pre-admissions and consent forms as necessary.
- Managed inventory of medical supplies, placing orders when necessary to maintain adequate stock levels and ensuring uninterrupted service provision.
- Collaborated closely with healthcare professionals across various departments, streamlining administrative processes and improving patient flow.
- Coordinated the onboarding process for new staff, ensuring that they were properly trained and familiar with office procedures and systems.
Scheduler-Intake
Bon Secours Home Health
05.2005 - 05.2008
- Scheduled nurses, home health aides, physical and occupational therapist to assess patients.
- Optimized scheduling processes by implementing efficient software tools and organizational systems.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Worked with supervisors and team members to understand supply needs.
- Increased customer service success rates by quickly resolving issues.
- Completed daily logs for management review.
Education
Associate of Applied Science - Health Information
Kaplan University
Davenport, IA05.2016
No Degree - Medical Billing And Coding
Everest College
Newport News, VA06.2009
Bachelor of Science - Health And Human Services
Western Governors University
Salt Lake City, UT09.2025
Skills
- Microsoft Office Proficiency
- Referral Coordination
- Health Education
- Interpersonal Skills
- Resource Coordination
- Adaptability
- Critical Thinking
- Multitasking
- Problem Solving
- Case Management
- Medical Terminology Billing and Coding Procedures
- Patient Registration
Timeline
Community Health Coordinator
Bay Aging
11.2023 - Current
Patient Service Coordinator
Optima Health Plan
01.2014 - 05.2023
Intake Scheduler
Professional Healthcare Resources Inc.
05.2009 - 06.2013
Administrative Assistant
Sentara Hampton Careplex
07.2008 - 05.2009
Scheduler-Intake
Bon Secours Home Health
05.2005 - 05.2008
Associate of Applied Science - Health Information
Kaplan University
No Degree - Medical Billing And Coding
Everest College
Bachelor of Science - Health And Human Services
Western Governors University
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