Veronica Nicholas Email & Phone Number

Manage West Region HIM Team operations to ensure maximum productivity and quality standards are met. Responsible for schedule management, achievements of KPIs, and holding employees accountable for following policies, SOPS, and compliance procedures.

Kent, Washington, United States

Provide management at the Patient Service Center to ensure that daily, weekly, and monthly objectives are met. Work closely with the sales organization and distributorship(s) to develop and expand market penetration. People management responsibilities include the selection, development, performance management, and continuous recalibration of staff; ensuring appropriate staffing levels and resource allocation.

Orlando, Florida, United States

Oversee the Florida Physician Support department consisting of a team of 20+.Spearhead the restructure of the statewide department. Remove redundancies and implement new systems to increase employee productivity.Consistent collaboration with the Authorizations, Operations, Billing, and Managed Care Sales departments to increase efficiency and quality of customer service.Maintains staff by recruiting, selecting, orienting, counseling, and coaching employees.

• Secure and onboard new accounts in the Eastern region. Responsible fortraining clinics on how to use the online ordering software and testingsupplies.• Identify and attend to the concerns and needs of clinics with urgency andefficacy. Foster strong communicative relationships with clients throughphone calls and site visits to ensure account retention.• Manage a team of remote Laboratory Service Assistants (LSAs). Maintainregular communication about collection volume and accuracy. Their collectionerror rate is tracked on both a weekly and monthly basis to hold LSAsaccountable for their work. Provide feedback and additional training asnecessary.• Work alongside the Director of Client Operations and other Client ServicesManagers to perform quality control assessments on TAT and sample errorrate. Discuss issues and improvement strategies during weekly Client ServiceManagement meetings.

Served as a liaison between clinic providers and laboratory staff to ensure smoothprocessing of patients’ tests. Often involved collaboration with the specimenresolution team to resolve any issues and holds on tests.• Assist Director of Client Operations with HR duties such as I-9 verification, hiringof new employees, and training of office staff. Created employee self-assessmentform, office staff training materials, and quizzes to improve the performance of labaccessioners.• Engage in the onboarding process of new accounts. This included enrolling new accounts,creating user logins for points of contact and physicians, and assisting with client training.• Extensive data entry involving the review and uploading of patient test results fromour various reference laboratories into our online software.• Research and resolve billing concerns identified by insurance companies andpatients