Nancy Percival
Grande Prairie, AB,AB
Summary
Dedicated healthcare professional with extensive experience at Alberta Health Services and London Health Sciences Center, excelling in patient scheduling and fostering strong relationships. Demonstrated expertise in HIPAA compliance and medical records maintenance, enhancing operational efficiency and patient confidentiality. Proven ability in optimizing workflow and improving team productivity through effective communication and organizational skills.
Overview
17
17
years of professional experience
Work History
Unit Clerk
Alberta Health Services
10.2023 - Current
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Arranged discharges and patient transportations.
- Coordinated schedules for medical staff, optimizing workflow efficiency within the unit.
- Collected accurate insurance and billing information from patients, maximizing reimbursement rates for the hospital.
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Prepared admissions charts and scanned records.
Switchboard
Alberta Health Services
01.2020 - 04.2024
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Connected callers with appropriate professional, department, or business.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Collaborated with team members to identify process improvements, resulting in more efficient call handling procedures.
- Announced important information and emergency notifications over PA system.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
Communication Clerk
London Health Sciences Center
06.2014 - 01.2018
- Provided high-quality customer service, addressing inquiries promptly and professionally via phone or email.
- Maintained inventory levels for office supplies, proactively ordering items before shortages occurred.
- Proactively identified potential communication barriers between departments, implementing solutions to ensure seamless collaboration.
- Established and maintained an organized filing system for all essential documents, ensuring easy retrieval of information when necessary.
- Covered switchboard for London Health Sciences facility.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Personal Support Assistant
London Health Sciences Center
04.2008 - 06.2014
- Enabled clients to attend appointments and social events by providing reliable transportation services.
- Maintained client safety through close monitoring and timely response to potential hazards.
- Supported client health through proper hygiene practices such as bathing, dressing, grooming assistance.
- Contributed to the development of tailored care plans by monitoring progress and sharing observations with team members.
- Provided critical respite care to families in need of short-term relief from caregiving duties.
- Promoted emotional health by fostering strong relationships and offering compassionate companionship.
- Aided clients in achieving personal goals through encouragement, guidance, and hands-on assistance when needed.
Education
Associate of Science - Medical Administrative Assistant
Fanshawe College of Applied Arts And Technology
London, ON06-2005
High School Diploma -
G.A. Wheable Centre For Adult Education
London, ON06-1999
Skills
- Multi-line phone system
- HIPAA Compliance
- Patient Scheduling
- Electronic Charting
- Documentation skills
- Strong Organization
- Medical Terminology
- Medical Records Maintenance
Timeline
Unit Clerk
Alberta Health Services
10.2023 - Current
Switchboard
Alberta Health Services
01.2020 - 04.2024
Communication Clerk
London Health Sciences Center
06.2014 - 01.2018
Personal Support Assistant
London Health Sciences Center
04.2008 - 06.2014
Associate of Science - Medical Administrative Assistant
Fanshawe College of Applied Arts And Technology
High School Diploma -
G.A. Wheable Centre For Adult Education
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