Michelle Fish
Woodbine,GA
Summary
Motivated and dedicated Medical Customer Service Representative. Works productively with diverse personalities and experienced in busy clinical settings. Knowledgeable in Medical terminology, Medical billing and coding, HIPPA regulation, recordkeeping and telephone etiquette. Offers successful career history comprising more than 20 years.
Overview
23
23
years of professional experience
Work History
Veterinary Receptionist
Integrity Animal Hospital
01.2008 - Current
- Demonstrated the ability to multi-task in a fast-paced environment and work independently
- Managed all front office operations, including scheduling appointments, responding to client inquiries, handling escalated calls and processing payments
- Documented accurate patient records and files including updating patient and client information as necessary ensuring confidentiality
- Answered phone calls, emails and texts addressing client inquiries as well as responding to prescription pharmacy software accounts
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
Veterinary Receptionist
Coastal Cat Clinic
01.2016 - 01.2019
- Provide outstanding friendly customer service as the first point of contact for clients
- Conducted patient intake interviews, recording and documenting relevant information
- Handled client inquiries and resolved issues in a professional and courteous manner
- Provide information and assistance to clients regarding veterinary service and procedures
- Manage medical records and coordinated record transfers with other facilities
- Manage front desk operations, including scheduling appointments, processing payments and maintaining accurate financial records
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Entered data from pet records and office visits into computer system.
Customer Service Representive
Express Scripts / Cigna
01.2002 - 01.2008
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Understanding and assisting customers with questions about their medical prescription and insurance benefits
- Gathered and verified all required customer information following HIPPA guidelines
- Provide accurate, valid and complete information by using the right methods/tools all while ensuring outstanding customer service and professional telephone demeanor
- Refilling mail order prescription medication
- Handling escalated calls clarifying the customer situation, determining the cause of the problem and offering the best solution
- Documenting customer interactions using call centers database
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained up-to-date knowledge of product and service changes.
Education
Medical billing and coding, Medical Terminology
College of Coastal Georgia – Camden Center
Skills
- Customer Service
- Clear Communication Skills
- Good listening & comprehensive skills
- Empathy and Understanding
- Effective Problem-solving
- Telephone Etiquette
- Medical Terminology
- Medical Billing and Coding
- HIPAA Compliance
- Technical Proficiency
- Record Processing and Maintenance
- Attention to Detail
References
- Stephanie Womak, 912-552-7500
- William Mitchell VDVM, 706-455-2265
- Deena Wheat, 904-556-4743
Timeline
Veterinary Receptionist
Coastal Cat Clinic
01.2016 - 01.2019
Veterinary Receptionist
Integrity Animal Hospital
01.2008 - Current
Customer Service Representive
Express Scripts / Cigna
01.2002 - 01.2008
Medical billing and coding, Medical Terminology
College of Coastal Georgia – Camden Center
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