Michelle Custis

• Facilitated patient registration by accurately entering demographics and insurance data in EHR systems while maintaining HIPAA to optimize billing workflows.
• Processed insurance transactions including eligibility verification, copays, deductibles, and authorizations; resolved discrepancies to accelerate reimbursements.
• Coordinated referrals to specialists and external providers with complete documentation and proactive follow-up to ensure timely appointments.
• Accomplishment | Maintained 4.8/5.0 patient satisfaction scores, contributing to a 27% increase in positive reviews.

• Directed front desk operations as primary point-of-contact, handling high-volume communications regarding appointments, medications, policies, and services.
• Managed comprehensive practice scheduling, aligning provider availability with diverse patient needs while optimizing appointment flow.
• Spearheaded community outreach initiatives, engaging local organizations to enhance practice visibility and promote preventative healthcare participation.
• Accomplishment | Streamlined front desk operations, decreasing patient check-in time by 40% while maintaining 99% accuracy in demographic and insurance information collection.

• Conducted needs assessments with seniors and caregivers to identify requirements, presenting tailored emergency response solutions with customized pricing.
• Delivered demonstrations, highlighting key features and benefits; used value propositions to effectively upsell premium services and maximize conversion rates.
• Cultivated trust-based relationships, addressing safety concerns and providing personalized services that enhanced independent living.
• Accomplishment | Achieved A-Tier Sales Status within first 45 days, managing over 60 inbound calls daily with an average handling time 15% below the department standard.

• Conducted phone consultations with Veterans, leveraging specialized knowledge of the criteria for VA Benefits to perform thorough qualification assessments.
• Recorded meticulous documentation in CRM, detailing personal information and consultation outcomes; generated weekly reports to ensure regulatory compliance and audit readiness.
• Coordinated with VA Benefit Specialists to resolve complex eligibility questions and expedite application processing.
• Accomplishment | Recognized as "Top Performer for Consultative Sales" in March 2021 for conducting 15-20 consultations daily — resulting in the highest Q1 account closure rate across the entire department for Client Relations, exceeding KPIs by 35%.

• 3.3 GPA
• National Honor Society (NHS)

RELEVANT COURSEWORK

• Records & Database Management
• Organizational Behavior
• New Media Technology
• Technology & Society
• Introduction to Sociology
• Introduction to Psychology
• Introduction to Ethics
• Policy & Politics of Health
• Lifespan Development
• Foundations of Practice (w/ Clinical)
• Behavioral & Cognition Issues (w/ Clinical)
• Public & Community Health Administration