Open to opportunities

Nicole Smith

@nicolesmith7

I monitor cardiac rhythms for 300+ daily patients while improving healthcare scheduling, service levels, and patient access.

United States

Message

What I'm looking for

I'm looking for a healthcare operations or patient-services role where I can use cardiac monitoring, scheduling, team leadership, and HIPAA-compliant patient care experience to improve access and service.

At Novant Health, I oversee cardiac monitoring systems across four hospitals, supporting real-time monitoring for more than 300 patients each day. I identify and interpret complex cardiac rhythms and provide critical information to clinical teams.

I apply and discontinue telemetry services according to clinical directives, maintain accurate charge entries, and document care activity while protecting HIPAA/PHI information. I work closely with physicians and nurses across multiple communication lines to support patient-centered care.

Previously at Virginia Heart, I supervised patient-services call-center operations supporting 46 physicians and 15 advanced practice providers across nine Northern Virginia offices. I led training, managed escalations, coached colleagues, improved scheduling workflows, and helped maintain an 85% service level with a 5% or lower abandonment rate.

My healthcare operations background also includes high-volume patient scheduling, insurance verification, prior authorizations, medical reception, optometric pre-testing, and retail team management. I’m comfortable navigating dual monitors and systems including Epic, EMR, GEMMS, Athena, Connexall, and Microsoft Office.

Experience

Work history, roles, and key accomplishments

Current

Telemetry Technician

Current

Novant Health

Nov 2020 - Present (5 years 10 months)

Oversee cardiac monitoring systems across four hospitals, monitoring over 300 patients daily. Identify and interpret complex cardiac rhythms and ensure accurate telemetry charge entries while maintaining HIPAA/PHI compliance.

Cardiac Monitoring Telemetry ECG Interpretation HIPAA compliance Patient Care Multidisciplinary Communication Software Applications

Supervisor Patient Services Specialist

Virginia Heart

Jan 2016 - Nov 2019 (3 years 10 months)

Supervised operations of a healthcare patient services call center for 46 physicians and 15 advanced practice providers. Acted as manager for over three months, ensuring service level goals and training new employees.

Call Center Management Corporate Trainer Scheduling Data Entry Spreadsheets HIPAA compliance Performance Monitoring Customer Service

Patient Services Specialist

Virginia Heart

Jul 2014 - Jan 2016 (1 year 6 months)

Managed an average of 100 inbound and outbound calls daily, registering patients and scheduling appointments for diagnostic procedures. Verified insurance and obtained prior authorizations while adhering to HIPAA regulations.

Customer Service Appointment Scheduling Insurance Verification HIPAA compliance IVR Systems Data Entry Multitasking

Medical Receptionist/ Optometric Technician

Phillip Russell O.D. & Associates

Aug 2013 - Jul 2014 (11 months)

Greeted patients, answered phones, and obtained insurance eligibility. Performed pre-testing for eyesight examinations and managed daily close-out procedures, processing an average of $10,000 monthly in transactions.

Patient Intake Insurance Eligibility Optometric Pretesting Non Contact Tonometry Auto Refractor Lensometer Appointment Scheduling Inventory Management

Store Manager

Dots Fashions

Oct 2008 - Nov 2012 (4 years 1 month)

Delivered exceptional customer service and supervised sales associates. Prepared daily paperwork, bank deposits, sales reports, and managed merchandising and markdowns.

Customer Service Sales Management Team Supervision Merchandising Payroll Inventory Management Retail Systems