A. Michelle Duman
Clarkston,WA
Summary
Dynamic leader with over two decades of customer service excellence in management roles, achieving significant system upgrades and operational efficiency improvements. Proven expertise in personnel management and advanced Microsoft Applications, with a strong focus on meeting fiscal objectives and enhancing workplace safety. Recognized for transforming challenges into opportunities by motivating teams to achieve peak performance. Comprehensive experience drives continuous improvement and strategic growth within organizations.
Overview
22
22
years of professional experience
Work History
Supervisory Administration- MSA
Federal Veterans Administration
Lewiston, ID
06.2024 - Current
- Developed and maintained policies, procedures, and standards for medical support services.
- Trained and supervised medical support personnel on proper protocols and techniques.
- Conducted performance reviews for all medical support staff, providing feedback as needed.
- Scheduled appointments for patients according to their needs.
- Reviewed records to verify accuracy of data entered into the system by clerical staff.
- Maintained confidentiality of patient information in accordance with HIPAA guidelines.
- Provided customer service assistance to patients by answering inquiries regarding their treatment plans or other related issues.
- Resolved conflicts between staff members in a timely manner.
- Participated in meetings with department heads to discuss operational strategies.
- Collaborated with physicians on developing new treatments or procedures that meet patient needs.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
Administration Supervisor
State of Idaho JCC-Lewiston
Lewiston, ID
09.2020 - 06.2024
- Provided support to IDJC-Lewiston Superintendent, State of Idaho Fiscal, Human Resources. Provided instruction and training to all IDJC-Administrative staff. Supervision, Performance Evaluations, Hiring/Separation/Termination, Office-related Budget Sheet, Purchase Orders/Requisition Log, Employee Funds, Meeting Minutes, Committee Advisor, Special Events Facilitator (Graduations, Open House, Holidays, etc.). Inspections, Data Collections, and TEAMS facility contact.
- Supervised a staff of eight administrative assistants, guiding job duties and performance reviews.
- Organized company events such as conferences, seminars, workshops.
- Assisted with budget preparation by tracking expenses related to office operations.
- Interacted with outside vendors to resolve any issues regarding services or products provided to the company.
- Reviewed invoices for accuracy prior to submitting them for payment processing.
- Ensured compliance with all applicable laws and regulations pertaining to corporate policies and procedures.
- Provided assistance in organizing special projects such as training sessions or customer appreciation days.
- Assisted in the recruitment process by screening resumes of potential candidates.
- Participated in weekly staff meetings to discuss progress on current projects.
- Monitored payroll, credit card purchases and invoicing to prevent financial errors.
Inpatient Pre Auth- Coordinator
St Joseph Regional Medical Center
02.2018 - 03.2020
- Coordinated with other departments to ensure projects were completed on time and within budget.
- Assisted with the preparation of presentations for senior management meetings.
- Organized team events to promote a positive work environment.
- Resolved customer complaints in a timely manner while upholding company standards.
- Conducted interviews with potential candidates for open positions within the organization.
- Developed policies and procedures related to departmental operations ensuring compliance with applicable laws and regulations.
- Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
Financial Counselor
02.2018 - 03.2020
- Conducted comprehensive financial assessments with clients to identify their current financial situation and develop appropriate action plans.
- Advised clients on the best ways to save money, manage investments, and reduce expenses.
- Assisted clients in understanding their rights under consumer protection laws.
- Assessed client's income sources and determined which type of loan would be most beneficial for them.
- Managed multiple cases simultaneously while ensuring all deadlines were met according to established policies.
- Reviewed and verified financial data to determine program eligibility.
- Provided financial counseling to clients on budgeting, credit management, and debt repayment strategies.
Office Manager
S.P.O.R.T. Physical Therapy
Clarkston
12.2016 - 02.2018
- Assisted with the preparation of budgets, forecasts, and financial statements.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Negotiated contracts with vendors, securing favorable terms and cost savings.
- Delegated work to staff, setting priorities and goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Created and managed budgets for travel, training, and team-building activities.
Lead Human Resources Assistant
Clearwater Paper Mill
Lewiston, Idaho
03.2014 - 06.2015
- Provide payroll information by collecting time and attendance records
- Performs payroll/benefit-related reconciliations to General Ledger and other accounts
- Submits employee data reports by assembling, preparing, and analyzing data
- Implement safety training records according to HR regulations
- Assisted with the recruitment process, including posting job openings and conducting interviews.
- Organized employee records and maintained confidentiality of personnel information.
- Ensured compliance with all applicable labor laws and regulations.
- Developed, implemented, and monitored company policies and procedures.
- Conducted new hire orientations and onboarding processes.
- Maintained personnel files in accordance with legal requirements.
Billing/Intake Coordinator
Evergreen Pharmacy
Spokane, WA
03.2012 - 02.2014
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Maintained accurate records of client intakes in electronic database system.
- Provided information and resources to individuals, families, and groups seeking assistance.
- Assisted in determining appropriate referrals for clients to other community agencies or programs.
- Facilitated group sessions designed to address specific issues related to client's mental health needs.
Department Administrator
Pape' Material Handling
Spokane
05.2007 - 01.2012
- 2500+ invoices processed per month, Responsible for all payment transactions, Accounts payable/Receivable, Coordinated and conducted required HR safety meetings, Department payroll, Scheduling all admin meetings.
- Developed and implemented procedures to ensure the efficient operation of the department.
- Prepared monthly reports detailing departmental budget status, progress towards goals, and any issues or challenges encountered.
- Organized meetings between department heads to discuss strategies and objectives.
- Coordinated with outside vendors to secure necessary supplies and services for the department.
- Managed employee vacation requests and leave balances while ensuring compliance with company policies.
- Provided support to supervisors on disciplinary actions when needed.
- Ensured that all safety regulations were followed within the workplace environment.
Management- Customer Service
Bank of Wells Fargo
Spokane, WA
07.2002 - 01.2007
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Education
Diploma -
University High School
Spokane, WASome College (No Degree) - General
Spokane Falls Community College
Spokane, WASome College (No Degree) - Billing And Coding
Apollo College
Spokane, WASkills
- Advanced Microsoft Excel and Word Skills
- Operational Management
- Personnel Management Expertise
- Fiscal Liaison
- Workplace Safety Coordinator
- Engaging Presentation Development
- System Upgrade Management
- Healthcare Billing Expertise
- Two Decades of Customer Service Experience
Accomplishments
- 2023/2024 IDJC Merrit award
Volunteer
Former Volleyball Coach
Children Volunteer work through our church
Timeline
Supervisory Administration- MSA
Federal Veterans Administration
06.2024 - Current
Administration Supervisor
State of Idaho JCC-Lewiston
09.2020 - 06.2024
Inpatient Pre Auth- Coordinator
St Joseph Regional Medical Center
02.2018 - 03.2020
Financial Counselor
02.2018 - 03.2020
Office Manager
S.P.O.R.T. Physical Therapy
12.2016 - 02.2018
Lead Human Resources Assistant
Clearwater Paper Mill
03.2014 - 06.2015
Billing/Intake Coordinator
Evergreen Pharmacy
03.2012 - 02.2014
Department Administrator
Pape' Material Handling
05.2007 - 01.2012
Management- Customer Service
Bank of Wells Fargo
07.2002 - 01.2007
Diploma -
University High School
Some College (No Degree) - General
Spokane Falls Community College
Some College (No Degree) - Billing And Coding
Apollo College
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