Summary
Overview
Work History
Education
Skills
Timeline
Generic

GABRIELLE NICHOLS

Raleigh,NC

Summary

A dedicated healthcare professional with extensive experience in patient care coordination, medical administration, and customer service across various healthcare settings. Skilled in managing patient treatment plans, processing referrals, scheduling appointments, and ensuring compliance with healthcare regulations. Proven ability to foster strong relationships with patients and healthcare providers, driving patient engagement and improving care adherence. Experienced in HIPAA-compliant medical record handling, inventory management, insurance processing, and clinical support. Known for providing compassionate support to patients, resolving customer concerns, and enhancing operational efficiency.


Overview

6
6
years of professional experience

Work History

Sr Associate, Client Management

Biologics by McKesson
05.2025 - Current
  • Responsible for ensuring the accuracy of all client invoices prior to billing release. Escalates identified billing issues/concerns to manager as necessary to ensure 100% accuracy in billing activities. Receives client invoices from finance department and ensures all invoices are received in a timely manner, reviews all line items, and verifies all backup documentation.
  • Contributes to overall customer satisfaction with pharmaceutical client. Acts as point of contact for the client related to projects and project status information.
  • Provides customer with proactive consultative services on process improvement, revenue generating & cost saving opportunities.
  • Contributes to Quarterly Business Reviews to the client on the state of their business and outlines opportunities for enhancement, growth, efficiency, etc.
  • Responsible for interfacing with sales and the customer to clearly define project scope. Scope of work to be used by the business systems analyst for development of a business requirement document.
  • Contributes to and may manage team sub-projects for the implementation of new products, services, client initiatives and change requests according to company standards
  • Reviews all program documentation prior to production release including Business Requirement Document, Standard Operating Procedures, Work Instructions, System Requirement Documentation, and Training Materials.
  • Serves as the first point of contact for day-to-day program issues. Involves team members as needed to resolve all issues within reasonable time frames and escalates issues to the team leader as necessary. Interacts with all internal departments to assist as needed in providing business understanding.
  • Monitors monthly performance against service level agreements and develops plan for corrective action if service levels are not met.

Program Coordinator

University of North Carolina at Chapel Hill
11.2024 - Current
  • A key member of the program and operations team, the Program Coordinator works behind the scenes and directly supports our Program Managers to assist in all aspects of program preparation and delivery to make these programs a reality for our clients and participants. This role requires strong project management and organizational skills to assist in the coordination of multiple programs being delivered consecutively.
  • Analyzes and resolves routine program issues to maximize efficiency, escalating complex concerns when necessary. Follows all guidelines outlined to maintain compliance. Ensures all proper internal controls are followed to safeguard assets of the system and satisfies internal and external regulatory requirements. Assists with developing and monitoring operating and capital budget.
  • Coordinates activities of assigned program as directed by leadership. Assists with developing, implementing, and administering related procedures, processes, services, and systems.
  • Collaborates with other units and teams within the organization to effectively communicate program information and metrics. Shares information on program aims, successes, and results to elicit program support and to provide stakeholders with the necessary updates to implement those strategies.
  • Assists with all administrative work related to project to include drafting communications, writing/sending reports, sending program updates, and serving as primary contact for program related questions.
  • Develops simple analytics on program costs and reports and shares with leadership. Makes recommendations based on data review to create continuous program improvement.

Care Coordinator

Advance Community Health
03.2024 - 11.2024
  • Helps to manage the patient's condition and oversees the patient's treatment plan by monitoring and coordinating treatment plans with patients to educate them about their illness and connect them with various medical professionals as needed.
  • Connect patients to relevant healthcare providers.
  • Processing and managing patient referrals from their physicians to specialists, ensuring accurate documentation and timely scheduling.
  • Schedule patient appointments. Initiate outreach and missed appointments, as necessary.
  • Provide empathetic support to patients, educating them about their conditions and facilitating connections with appropriate healthcare resources.
  • Drive patient engagement through proactive appointment scheduling and follow-up, significantly reducing missed appointments and improving care adherence.

Central Intake Clerk

Ciox Health
05.2023 - 03.2024
  • Identify key information within a request for medical records.
  • Verify request is HIPAA compliant.
  • Accurately classify the request and enter the relevant information into Ciox systems.
  • Maintain a high level of discretion and security with regard to Protected Health Information.
  • Consistently meet requests entered per hour standards.
  • Comply with established guidelines and timeframes.
  • Processed medical record requests with HIPAA compliance, ensuring accurate classification and data entry while maintaining high security standards.
  • Meticulously verified and entered critical information into Ciox systems, consistently meeting productivity standards for requests processed per hour.
  • Streamlined request handling processes, significantly reducing response times and improving overall departmental efficiency.

Medical Receptionist

Wake Internal Medicine Consultants, Inc.
08.2022 - 05.2023
  • Helps to manage the patient's condition and oversees the patient's treatment plan by monitoring and coordinating treatment plans with patients to educate them about their illness and connect them with various medical professionals as needed.
  • Connect patients to relevant healthcare providers.
  • Processing and managing patient referrals from their physicians to specialists, ensuring accurate documentation and timely scheduling.
  • Schedule patient appointments.
  • Initiate outreach and missed appointments, as necessary.
  • Provide empathetic support to patients, educating them about their conditions and facilitating connections with appropriate healthcare resources.
  • Drive patient engagement through proactive appointment scheduling and follow-up, significantly reducing missed appointments and improving care adherence.

Pharmacy Technician

Walgreens Pharmacy
01.2022 - 08.2022
  • Patient care: Assisting pharmacists in preparing and dispensing medications, and interacting with customers to build relationships.
  • Inventory management: Ordering, unpacking, sorting, checking, and storing pharmaceuticals.
  • Clinical services: Collecting and labeling blood and urine samples, and assisting with other clinical services.
  • Insurance: Processing insurance claims and handling insurance paperwork.
  • Customer service: Resolving customer queries and navigating insurance coverage issues.
  • Pharmacy maintenance: Ensuring the pharmacy is clean, neat, and orderly, and stocked with adequate supplies.
  • Documentation: Entering patient and drug information into pharmacy systems, and reporting prescription errors to the pharmacist.
  • Compliance: Adhering to company policies and procedures, and complying with state and federal regulations.
  • Streamlined medication dispensing process, enhancing efficiency and reducing errors.
  • Implemented inventory tracking system, optimizing stock levels.
  • Fostered strong relationships with patients and healthcare providers.
  • Coordinated with team to ensure seamless prescription fulfillment and customer satisfaction.

Respiratory Customer Service Representative

Carolina's Home Medical Equipment, Inc.
01.2020 - 01.2022
  • Handling patients, referral sources and administrative department inquiries.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Communicating with insurance companies and/or prior authorization requests.
  • Entering patient information into a customer information system.
  • Ensuring customer satisfaction and assisting them with issues/concerns related to their health.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Streamlined customer support processes, reducing on-hold times and enhancing patient satisfaction through efficient inquiry handling and proactive issue resolution.
  • Managed comprehensive patient information systems, ensuring accurate data entry and maintenance of up-to-date customer records for seamless service delivery.

Education

Master of Science - MS - Health Administration

Louisiana State University Health Sciences Center-Shreveport
Shreveport, LA
10.2024

Bachelor of Science - BS - Public Health

Louisiana State University Health Sciences Center-New Orleans
New Orleans, LA
12.2023

Skills

  • Medical Records
  • HIPAA
  • Customer Service
  • Patient Education
  • Direct Patient Care
  • Case Management
  • Care Coordination
  • Patient Advocacy
  • Data Analysis
  • Healthcare Compliance
  • Clinical Documentation
  • Process Improvement
  • Time Management
  • MS Office

Timeline

Sr Associate, Client Management

Biologics by McKesson
05.2025 - Current

Program Coordinator

University of North Carolina at Chapel Hill
11.2024 - Current

Care Coordinator

Advance Community Health
03.2024 - 11.2024

Central Intake Clerk

Ciox Health
05.2023 - 03.2024

Medical Receptionist

Wake Internal Medicine Consultants, Inc.
08.2022 - 05.2023

Pharmacy Technician

Walgreens Pharmacy
01.2022 - 08.2022

Respiratory Customer Service Representative

Carolina's Home Medical Equipment, Inc.
01.2020 - 01.2022

Master of Science - MS - Health Administration

Louisiana State University Health Sciences Center-Shreveport

Bachelor of Science - BS - Public Health

Louisiana State University Health Sciences Center-New Orleans

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GABRIELLE NICHOLS