Open to opportunities

Nicole Adkins

@nicoleadkins

Message

I lead with empathy, solve with precision, and bring warmth to every challenge—especially in healthcare support.

United States

Message

What I'm looking for

I’m seeking a remote role in healthcare support or patient access where I can blend technical fluency with emotional intelligence. I thrive in teams that value compassionate service, clear communication, and process improvement and empower me to make a meaningful impact through empathy and collaboration.

I’m a seasoned Customer Service Representative with a strong foundation in healthcare operations, specializing in high-volume inbound support for HSA, FSA, and RA accounts. My career has been built on empathy, precision, and the ability to resolve complex issues while maintaining clear documentation and compliance. I’ve worked across diverse roles—from patient access and prior authorizations to EMR systems and remote training—bringing warmth and clarity to every interaction.

I’m fluent in platforms like Epic, Athena, Kareo, Salesforce, and CoverMyMeds, and I thrive in fast-paced environments where emotional intelligence is just as critical as technical fluency. My passion lies in creating compassionate service experiences, improving workflows, and supporting teams with thoughtful SOPs and onboarding materials.

Beyond my professional skills, I’m deeply interested in healthcare access, revenue cycle management, and creative writing. I’m actively seeking remote opportunities with organizations that value both operational excellence and human connection. My goal is to contribute to teams that see empathy not as a soft skill, but as a strategic advantage.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist I

Current

Conduent

Aug 2025 - Present (1 month)

Handled high-volume inbound calls providing HSA, FSA, and RA account support; resolved complex inquiries with emotional intelligence and maintained secure, accurate documentation while escalating issues appropriately.

Customer Support HSA FSA RA Accounts Call Handling Documentation Escalation Management Emotional Intelligence Remote Support

Patient Access Specialist

Infinx

Jan 2025 - Jun 2025 (5 months)

Verified insurance, obtained prior authorizations, delivered cost estimates and registered patients in Epic EMR while creating SOPs and training offshore staff to streamline revenue cycle operations.

Patient Access Insurance Verification Prior Authorization Epic EMR SOP Creation Training Revenue Cycle Scheduling Prior Authorizations

Care Coordinator

One Call

May 2024 - Nov 2024 (6 months)

Managed inbound/outbound client inquiries and escalations, applied HIPAA and regulatory standards, documented interactions across systems, and exceeded KPI targets through accountable, empathetic care coordination.

Care Coordination Client Escalations Multi system Documentation Inbound Outbound Calls KPI Achievement Patient Communication HIPAA compliance

Medical Receptionist/Assistant

Sleep One Healthcare

Nov 2021 - Jan 2024 (2 years 2 months)

Managed front desk operations, insurance verification, patient scheduling, and telehealth coordination using Athena EMR while processing DME orders, referrals, and prior authorizations.

Athena EMR Insurance Verification Scheduling Telehealth Coordination Prior Authorization DME Processing Clinical Documentation Prior Authorizations

Medical Assistant/Phlebotomist

Texas MedClinic

Oct 2020 - Nov 2021 (1 year 1 month)

Supported exams, drug screens and emergency procedures, administered medications and documented care in Experity EMR while performing spirometry, phlebotomy, diagnostic testing and managing sterilization and inventory.

Phlebotomy Experity EMR Spirometry Medication Administration Diagnostic Testing Sterilization Inventory Management Medication administration

Phlebotomist/Medical Assistant

St. Lazarus Family Practice

Jun 2019 - Aug 2020 (1 year 2 months)

Provided home health care and clinical support, assisted in women’s health procedures, handled scheduling and documentation in Kareo EMR, coordinated referrals and obtained prior authorizations via CoverMyMeds.

Phlebotomy Kareo EMR Home Health Prior Authorization CoverMyMeds Patient Onboarding Referrals Prior Authorizations

Customer Service Representative

Venture

Feb 2014 - May 2019 (5 years 3 months)

Resolved inbound/outbound customer inquiries and technical issues, provided IT troubleshooting and account updates, and mentored new staff to improve customer satisfaction metrics.