Antonique " Nicki" Dilworth
Bay Area
Summary
Dynamic Customer Service Specialist II at Hill Physicians Medical Group with expertise in insurance verification and patient care coordination. Proven ability to enhance operational efficiency and improve patient satisfaction through effective communication and organizational skills. Proficient in EMR systems and committed to maintaining HIPAA compliance while delivering exceptional service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Specialist II
Hill Physicians Medical Group
San Ramon
03.2024 - Current
- Processed patient insurance eligibility and verified provider participation in IPA networks.
- Submitted prior authorizations for various services using accurate CPT, ICD-10, and treatment codes.
- Managed authorization updates, approvals, denials, and appeals while adhering to payer policies.
- Employed electronic health record platforms for efficient data entry and tracking of authorizations.
- Acted as central communication point for patients, physicians, and care coordinators regarding coverage issues.
- Assisted members in selecting suitable in-network providers based on individual health plans.
- Collaborated with insurers to address documentation needs and accelerate service authorizations.
- Provided training to team members to maintain operational continuity and adherence to procedures.
Patient Care Coordinator
Acticare Health
Livermore
04.2023 - 03.2025
- Serve as the primary point of contact for patients, handling inbound and outbound communications to address needs and provide support as well as appropriate routes internal and external calls.
- Process patient's data and monitor alerts from vitals, ensuring compliance with protocols and timely resolution of issue.
- Manage patient's hospitalization records, such as updating admissions, ER visits, and discharge records.
- Collaborate with physicians, nurse coordinators, and clinical teams to facilitate seamless information flow and patient care as well as following up with patient and/or family.
- Welcome patients and families and assist with trainings to ensure comfortable use of monitoring equipment.
- Maintain accurate and up-to-date patient records, adhering to confidentiality standards.
- Verify patient insurance coverage and manage intake processes, ensuring smooth onboarding for new patients.
- Order and coordinate the delivery of medical supplies and track onsite and online medical inventory for office and for patients.
- Monitor LVAD patients using advanced patient monitoring software.
Leasing Consultant
The Liberty Group
San Jose
01.2020 - 04.2024
- Provided exceptional customer service to residents and prospective tenants, ensuring a positive living experience.
- Managed leasing documentation, processed move-ins and move-outs, and resolved resident concerns tactfully.
- Maintained accurate records of lease payments, renewals, and billing discrepancies.
- Coordinated with vendors to meet deadlines and support property operations.
Scheduling Coordinator
Paramedics Plus
San Leandro
10.2015 - 01.2021
- Scheduled and coordinated employee shifts, ensuring optimal staffing for healthcare services.
- Addressed payroll concerns, including callouts, PTO, grievances, and sick time, using spreadsheets and Excel.
- Processed and communicated schedule changes, providing clear and timely updates to staff.
- Ordered and maintained office supplies to support daily operations.
Clerk
OfficeTeam
San Francisco
06.2016 - 06.2020
- Compiled and maintained accurate records of office activities and business transactions.
- Operated office equipment, managed filing systems, and supported HR processes, including candidate coordination.
- Scheduled meetings, managed calendars, and arranged appointments to optimize team efficiency.
Receptionist
Universal Protection Services
San Francisco
10.2015 - 02.2017
- Delivered excellent customer service to tenants, visitors, and clients.
- Managed visitor registration and client databases, including data entry in Salesforce.
- Addressed tenant concerns, processed work orders, and provided administrative support.
Education
Medical Assistant
07-2025
Skills
- Patient care coordination
- Insurance verification
- Medical records management
- HIPAA compliance
- Scheduling support
- Customer service and relations
- Organizational skills
- Microsoft Teams proficiency
- Excel proficiency
- Salesforce proficiency
- EMR systems expertise
- CRM expertise
Certification
- HIPAA
- First Aid
- BLS CPR + First Aid
- BSIS Guard Card
- Medical Terminology
- EKG & CMA Certificate in progress - expected date of certification: 04/20/25
References
Available upon request.
Timeline
Customer Service Specialist II
Hill Physicians Medical Group
03.2024 - Current
Patient Care Coordinator
Acticare Health
04.2023 - 03.2025
Leasing Consultant
The Liberty Group
01.2020 - 04.2024
Clerk
OfficeTeam
06.2016 - 06.2020
Scheduling Coordinator
Paramedics Plus
10.2015 - 01.2021
Receptionist
Universal Protection Services
10.2015 - 02.2017
Medical Assistant