Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Mechelle Carper

Mechelle Carper

Cleveland,OH

Summary

Personable and dedicated Customer Service Representative with extensive experience in Medicare part B/D industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

30
30
years of professional experience

Work History

Patient Access Representative/Fiscal Clerk

Medmark
Parma Heights, OH
01.2024 - 09.2025
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Responded to calls quickly while maintaining professionalism.
  • Clarified protocols, guidelines, and offerings to patients.
  • Reported liabilities and risk management concerns to supervisor for review.
  • Oversaw patient registration, ensuring accurate documentation.
  • Derived patient cost estimate based on insurance determination at pre-registration.
  • Actively participated in team meetings and training sessions.
  • Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Managed swift referrals for patient access to essential resources.
  • Maintained confidentiality of patient information in compliance with HIPAA regulations.
  • Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
  • Validated patient demographics and insurance details for system registration.
  • Secured informed consent and payment documentation from patients.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Provided a courteous reception for all visitors and patients.
  • Processed insurance verifications and authorizations to ensure coverage of services.
  • Verified completeness and correctness of data entries in computer systems.
  • Ensured compliance with HIPAA by safeguarding all patient information.
  • Explained financial obligations and secured fees.
  • Delivered aid to various departments upon request.
  • Managed large influx of calls, delivering outstanding service to patients and families.
  • Prepared daily reports on registration activities, highlighting areas for improvement.
  • Ensured timely resolution of patient issues using empathetic approaches.
  • Transformed traditional document processes by implementing electronic storage methods.
  • Supported development of consistent cash documentation procedures.
  • Ensured compliance by updating references with latest Medicare, Medicaid and third-party payer requirements.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Collected co-pays and other payments from patients at time of service.
  • Managed incoming faxes related to patient registration processes.
  • Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
  • Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
  • Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
  • Coordinated scheduling of appointments across multiple departments to optimize patient care.
  • Responded to patient inquiries regarding billing or financial matters.
  • Conducted prompt follow-up on outstanding claims.
  • Completed routine maintenance and repair.
  • Recognized by management for providing exceptional customer service.
  • Achieved savings by creating effective solutions to issues.
  • Resolved customer inquiries regarding billing issues or payment disputes.
  • Matched orders with invoices and recorded required information.
  • Performed bookkeeping and accounting consulting services.
  • Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
  • Documented financial transactions across spreadsheets and databases.
  • Reconciled bank statements with internal accounting records.
  • Checked expense reports for correctness prior to payment submission.
  • Utilized Excel to manage cash flows, budgets, and accounts receivable and payable functions.
  • Updated and maintained databases with current information.
  • Fostered customer interaction through the application of advanced people skills.

Customer Service Representative

CVS Caremark Mail Services Pharmacy
Woonsocket, RI
08.2020 - 12.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints promptly.
  • Facilitated billing processes, returns, and exchanges for customers.
  • Captured detailed notes on customer comments, dealings, and interactions for subsequent use.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Provided effective solutions through approachable and expert support.
  • Managed tense situations with professionalism and poise.
  • Facilitated resolution of customer inquiries via multi-channel support including phone calls, live chats, and email correspondence.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated challenging customer issues with a calm demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Identified service requirements by conducting targeted inquiries.
  • Educated customers on special pricing opportunities and company offerings.
  • Processed payments while guiding customers through setting up payment options.
  • Streamlined processes for resolving overdue account balances through tailored plans.
  • Ensured awareness of security protocols, promotional offers, and transactional procedures.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Streamlined problem-solving process by prioritizing customer inquiries.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Conducted outbound calls to gather account details.
  • Streamlined wait time processes to reduce complaints.

Homeschool Educator

Ohio Virtual Acadamy
Maumee, OH
08.2011 - 05.2023
  • Developed captivating exercises to enhance comprehension of core subjects.
  • Crafted personalized educational strategies accommodating unique learning preferences and strengths.
  • Facilitated development of critical thinking skills via open-ended questions.
  • Remained calm and patient in student interactions to support individual growth and development.
  • Coordinated field trips and educational outings to enhance real-world learning experiences.
  • Streamlined deployment of online lessons and resources for remote learning environments.

Assistant Human Resources Manager

Phoenix Residential/Grand Manor
Parma, Ohio
02.2005 - 08.2011
  • Monitored and tracked daily transport operations, ensuring that all vehicles ran safely and efficiently.
  • Prepared reports on the performance of drivers, vehicle maintenance, and fuel consumption.
  • Managed employee operations through effective hiring, scheduling, coaching, and evaluation coordination.
  • Maintained adherence to local regulations governing transportation safety standards.
  • Developed strategies to reduce costs associated with transportation activities.
  • Identified opportunities to improve service quality and efficiency of transport operations.
  • Developed and maintained job descriptions, employee handbooks, and organizational charts.
  • Conducted recruitment processes, including screening resumes, and interviewing candidates.
  • Performed background checks on potential new hires.
  • Guided management on compliance with compensation policies and procedures.
  • Guided employees in handling grievances, disciplinary actions, and performance concerns.
  • Coordinated employee training sessions for both new hires and existing staff members.
  • Ensured precise updates and organization of HR documentation, including contracts and job postings.
  • Compiled data-driven reports highlighting hiring trends, turnover rates, and key metrics.
  • Coordinated diverse company events including team-building initiatives and festive celebrations.
  • Reviewed resumes from external applicants against job requirements to determine suitability for open positions.
  • Prepared orientation materials for newly hired personnel.
  • Ensured adherence to employment laws at federal, state, and local levels.
  • Conducted employee orientation sessions outlining company policies and job roles.
  • Followed federal and state regulations when filing documents for staff.
  • Facilitated recruitment and hiring processes.
  • Developed employee orientation and training programs for new hires.
  • Scheduled meetings with employees to address concerns and grievances.
  • Handled employee discipline and termination to address policy infractions.
  • Organized employee directories and updated individual contact information.
  • Aligned HR policies with federal and local regulations.
  • Participated in industry events and workshops to source top-tier talent.
  • Suggested promotions and wage increases according to employee performance.
  • Scheduled random drug testing for employees to diminish regularity risks.
  • Reported on workplace health and safety compliance to superiors.

Catering General Manager

Sammy's Restaurant Bar & Grill
Cleveland, OH
04.1995 - 02.2005
  • Defined and implemented personnel performance standards for consistent service.
  • Developed strategies to enhance service quality, boosting team performance and business sustainability.
  • Upheld restaurant standards for food and beverage quality, team member engagement, financial goals, standard operating procedures, and guest experiences.
  • Supervised staff preparing and serving up to 500 meals per day.
  • Achieved restaurant and bar HR goals through recruitment, selection, orientation, training, assignment, scheduling, and coaching.
  • Enhanced profitability by managing expenses through portion control and quality standards.
  • Conducted precise monthly inventories of supplies and equipment.
  • Ordered food items, kitchen apparatus, and service supplies promptly.
  • Monitored operations to uphold conformity with alcohol-related laws.
  • Created and executed operational strategies to enhance efficiency.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Oversaw comprehensive daily business operations in budgeting, staffing, scheduling, and inventory control.
  • Analyzed financial metrics to pinpoint cost-saving opportunities.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Encouraged inter-departmental collaboration with curated team-building exercises.
  • Ensured compliance with local health department regulations regarding food safety standards.
  • Designed innovative methodologies to boost productivity.
  • Addressed issues promptly while upholding top-notch service standards.
  • Created employee appreciation initiatives to drive engagement with organizational targets.
  • Led recurring strategic sessions with leaders to review advancements on planned targets.
  • Partnered with various departments to craft actionable improvement strategies.
  • Offered direction to managers to encourage a cooperative environment within the organization.
  • Carried out periodic reviews of internal controls to uphold the correctness of accounting records.
  • Guided employees through responsibilities, policies, and procedures.
  • Recruited suitable candidates for vacant roles.
  • Created schedules and monitored payroll to remain within budget.
  • Guided team with strategic planning, task assignment, and leadership.
  • Recruited and guided employees to surpass key performance benchmarks.
  • Administered employee discipline through verbal and written warnings.
  • Monitored inventory levels to maintain cost efficiency.
  • Delivered consistent employee appraisals enhancing feedback processes.
  • Led employee evaluations with constructive feedback to boost performance.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Ensured compliance with company policies and government regulations.
  • Led safety protocols and ensured clean working conditions to comply with FDA and OSHA standards.
  • Designed sales and service strategies to improve revenue and retention.
  • Developed service and sales strategies to improve retention and revenue.
  • Boosted operational efficiency through strategic system and procedure development.
  • Maximized time by consolidating data, payroll, and accounting programs into centralized systems.
  • Engaged customers using exceptional verbal skills to identify needs and requirements.
  • Maintained operational efficiency by managing opening, closing, and shift transition tasks.
  • Designed efficient staff schedules tailored to operational needs.
  • Distributed responsibilities while establishing key milestones and targets.
  • Delivered training and leadership to enhance understanding of organizational initiatives.
  • Ensured supply chain continuity through regular ordering.
  • Foster long-term client connections by excelling in communication and resolving issues.
  • Formed and sustained strategic relationships with clients.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Managed budgets and accounts effectively.
  • Worked closely with employees to mitigate and manage operational risks.

Education

Some College (No Degree) - General Studies

Cuyahoga Community College
Cleveland, OH

GED -

Cuyahoga Community College
Cleveland, OH

Skills

  • Inventory management
  • Policy/program development
  • Top talent recruiting, hiring and retention
  • Calm under pressure
  • Complex problem solving
  • Safety assurance
  • Purchasing and planning
  • Budgeting and cost control strategies
  • Inbound and Outbound Calling
  • Complaint Resolution
  • Credit Card Payment Processing
  • Microsoft Office Suite
  • Customer Service
  • Conflict Resolution
  • Problem-Solving Abilities
  • Active Listening
  • Order Processing
  • Medicare Part B/D Industry Regulations Knowledge
  • Schedule Mastery
  • Insurance Eligibility Verification
  • Multi-Line Phone Systems
  • Account Balancing Reconciliation
  • Credit and Collections
  • Multitasking and Time Management
  • Staff Orientation and Training
  • Event Planning
  • Payment Processing
  • Proficient in Five9 phone system
  • Proficient in Avaya phone system

Accomplishments

  • Elected to oversee the expansion of the business into Cleveland.
  • Saved 42% of weekly labor costs by reworking schedules.
  • Process Improvement - Created a new departmental procedures manual. Assessed organizational training needs.
  • Protective Services - Applied safety procedures and policies as outlined in the Department Safety Manual.
  • CPR certified for 10 straight years.
  • ServeSafe certified for 15 straight years.
  • 20 straight years of perfect Health and Safety Inspections by the Cuyahoga County Board of Health .

Timeline

Patient Access Representative/Fiscal Clerk

Medmark
01.2024 - 09.2025

Customer Service Representative

CVS Caremark Mail Services Pharmacy
08.2020 - 12.2023

Homeschool Educator

Ohio Virtual Acadamy
08.2011 - 05.2023

Assistant Human Resources Manager

Phoenix Residential/Grand Manor
02.2005 - 08.2011

Catering General Manager

Sammy's Restaurant Bar & Grill
04.1995 - 02.2005

Some College (No Degree) - General Studies

Cuyahoga Community College

GED -

Cuyahoga Community College

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Mechelle Carper