REGINA C.

HOCKETT
101 Trailing Blossom Lane  Goodlettsville, TN 37072
worshiptheking51@gmail.com  Home: 615-855-2297 Cell 615-566-0896

QUALIFICATIONS SUMMARY
Highly personable Customer Service / Administrative Professional with over fifteen years of experience in
account management, claims and detailed and confidential material.

 Able to identify customer needs and presenting appropriate service offerings.

 Ability to demonstrate and gain customer trust and provide exceptional follow-up, leading to
increased repeat and referral business.
 Able to track records of assisting in the design and implementation of reporting procedures that
reduce labor costs and improve customer-satisfaction ratings.
 Expert in resolving escalated customer service issues.
 Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft
Access, and Microsoft Outlook®). Hyperspace, and Star Panel

PROFESSIONAL EXPERIENCE
Vanderbilt University Office for Diversity Affairs – Nashville, TN 2016-Present
Executive Secretary – Office of the Dean

Plan and perform, independently, a variety of administrative, secretarial and clerical duties which requires a
thorough knowledge of University policies and procedures.

Key functions and Expected Performances:

 Perform responsible and complex secretarial duties
 Participate in budget management
 Perform office administrative duties
 Participate in Project management by showing end results of project, project evaluation, and
appropriate recommendations.
Conduct research, compile and analyze information in support of project activities by using generally defined
professional principles and practices.

Vanderbilt GI Lab 2014-2016

OR Scheduling Coordinator – GI Endoscopy Lab

Coordinate with patients, physicians and operating room to schedule surgeries. Facilitates efficient workflow,
supports appropriate use of technology, and fosters effective communication in order to support institutional
mission and credo. Consult with patient presenting time and day availability and coordinate time with
physician and operating rooms. Give patient detailed information regarding date, time scheduled and
necessary instructions as directed by physicians. Maintain operating room schedule. Provides excellent
customer service, using clear, direct and courteous interactions in a timely manner.

VANDERBILT HEART INSTITUTE – Nashville, TN 2004 to 2014

Patient Service Representative / Office Assistant IV
Serve as administrative assistant to physicians and nursing staff.

…Continued…
 REGINA C. HOCKETT
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Professional Experience Continued
Provide physicians and nursing staff with tools to maintain and increase service levels to both internal and
external customers. Work closely with other departments, clarify information. Gather, records, and report
daily/weekly/monthly schedules.

CHRISTIAN FAMILY MEDICAL CENTER – Nashville, TN 2003 to 2004

Medical Receptionist / Billing Coordinator
As Medical Receptionist / Billing Coordinator, handled claims processing for a leading insurance and financial
services provider.
Investigated and resolved customer concerns in collaboration with respective agency and other departments.
Prepared written responses to Department of Insurance inquiries.
 Participated in implementing new paperless process, resulting in streamlined operations. (scanning
records)
 Pull and file charts in proper system
 Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high
degree of accuracy.

ANTIOCH MEDICAL CENTER – Antioch, TN 2001 to 2003

Medical Receptionist
Served as Medical Receptionist for Internal Medicine Office of Dr. Babajide Bamigboye
Interfaced with customers to identify needs. Investigated and resolved customer concerns in collaboration
with respective agency and other departments. Prepared written responses to Insurance and financial
institutions inquiring about customer billing. Provided measurement on volume and trends to determine
agency education needs and improve customer satisfaction and retention.

EDUCATION AND TRAINING

General Education  NORTH NASHVILLE HIGH SCHOOL – Nashville, TN
Psychology  TREVECCA NAZARENE UNIVERSITY – Nashville, TN
August 2017 - Present