Michael Griffin
Denver,Colorado
Summary
Experienced in customer support and member service, with a strong background in these areas. Adept at excelling in all aspects of the customer service experience, including support, satisfaction, and retention. Developed transferable skills applicable to any customer service role. Skilled at handling inquiries and resolving issues efficiently. Natural ability to build rapport with customers, fostering positive interactions. Attentive to customer needs and always aiming to exceed expectations. Proficient in dealing with difficult or irate customers, utilizing patience and empathy to de-escalate situations and find satisfactory resolutions. Confident in ability to excel in any customer service role and contribute to organizational success.
Overview
19
19
years of professional experience
Work History
Admissions Coordinator
Sandstone Care
2024.04 - Current
- In the role as an admissions coordinator, I was responsible for assisting with client queries and admissions procedures
- This also included managing the admissions and onboarding for the organization, organizing and inputting information to databases, along with planning and coordinating with the admissions team about events and other important dates
- Day to day activities included handling phone calls, texts and emails from prospective parents, patients, or clients
- I also was responsible for maintaining relevant records and documentation as required by the job
- I was also responsible for determining patient eligibility and financial arrangements
- This included authorizing insurance benefits, assuring eligibility, and making financial arrangements with patients or their families
- This role also included conducting patient intake and clinical prescreen evaluations, requesting completed applications and medical information, interviewing patients and family members, and explaining admission criteria.
Member Service Representative (Remote/Hybrid)
SaveOn SP
2023.04 - 2024.03
- In the role of an MSR, I was responsible for accessing member pharmacy accounts regarding various types of specialty medication and releasing scripts to various pharmacies
- I was also in charge of enrolling members into the SOSP savings programs for specialty medications to help reduce the out-of-pocket cost and copay amounts
- My daily role also consisted of speaking with and educating members on the specialty medication benefits under their insurance plans and getting them enrolled with copay assistance programs along with the Save on SP pharmacy benefits.
Tier 1 Remote OE Account Representative
Kaiser Permanente
2022.12 - 2023.03
- In the role of a Tier 1 open enrollment account representative, I was responsible for assisting members with various types of account and website functions, account information, along with medical record requests, and medical billing
- This role was remote and required minimal supervision as I was the first point of contact for our KP members and am currently able to assist with all levels of tier 1 support
- The role of customer service account agent was based on heavy volume inbound calling while working in a fully remote environment
- My daily role consisted of premium billing, website support, summary of benefits based on benefit and plan inquiries, along with plan coverage in full.
Blended Agent (Remote/Hybrid), Property and Casualty Sales Agent, Quality Assurance Agent
Camping World
2018.06 - 2023.03
- In the role of a remote blended agent, my job duties included but were not limited to providing excellent customer support to members and potential members
- This involved accessing accounts, data entry, technical problem solving via website, processing payments for various types of memberships, dispatching, providing insurance quotes, and customer retention
- This role also involved both heavy inbound and outbound calling from an automated dialer while using CRM software (Salesforce)
- Sales and upselling were also another key part of my responsibilities, so achieving monthly sales goals was required
- In the role of a P&C sales agent, my daily responsibilities included creating and customizing auto insurance quotes for members and potential members
- In this role, duties included but were not limited to developing and suggesting various types of policies to properly fit the changing and varying needs of our members along with prospective members
- This role also involved taking part in the process of entering into auto insurance contracts, initiating and implementing plans, and assisting with the renewal of insurance policies.
Loan Processor (Hybrid/Remote)
Origence Lending
2022.04 - 2022.09
- In the role of a remote loan processor, my job duties included but were not limited to collecting and preparing all necessary documentation for the auto loan package, completing loan contracts and ensuring clients are kept informed of the terms and requirements
- This role also involved high amounts of data entry, submitting files to the designated underwriters, communicating with both credit unions and dealerships to ensure all requirements were satisfactory
- Also included in this role was conducting customer interviews to assess client eligibility for loans and following up with clients to verify important information.
Community Advisor
Enquire Solutions
2015.12 - 2018.04
- In the role of a community advisor, my job duties included but were not limited to providing excellent customer support to clients and perspective clients by means of various forms of communication such as inbound/outbound calling, email, and chat
- Daily responsibilities involved contacting members for the purpose of providing alternative living options to members who suffered from various types of neurocognitive disorders
- Heavy data entry daily, member support, appointment setting, and the use of CRM software were key in this role
- Customized reporting of the data was down through real time analytics that were fully integrated into the Enquire CRM
- Other roles included connecting with website visitors in real time with live chat with the goal of converting these chats to presentations and tours while providing immediate support to residents and patients.
Loan Modification Specialist
TelTech
2014.08 - 2015.12
- In the role of a loan modification specialist, my job duties included but were not limited to providing customer care and support to clients and prospective clients in terms of modifying various types of loans
- This role involved being the primary liaison between the lender and the homeowner by assisting the homeowner gather and assemble the required documents to present to the bank when a modification was appropriate
- This role included inbound and outbound calling, cold calling, appointment setting, along with data entry.
Tier 3 Customer Service Representative, Tier 2 Collections Specialist, Quality Control Specialist
DirecTV
2009.07 - 2014.07
- In the role of a customer service representative, my duties included but were not limited to taking inbound calls and providing accurate information to customers and potential customers regarding products and services and setting up new service
- Also included was contacting clients and potential new customers about new products, services and policies, de-escalating situations involving dissatisfied customers, customer retention, tech support, troubleshooting and navigating the company website
- In the role of collections specialist, my duties included but were not limited to monitoring client accounts to identify overdue payments, contacting individuals to arrange debt payoffs, and keeping accurate records and reporting on collection activity
- Also involved was processing payments and refunds, resolving billing issues, and updating account status records and collection efforts.
Tier 3 Customer Service Representative
Anthem
2006.01 - 2009.05
- In this role my duties included but were not limited to taking inbound and making outbound call from members regarding their health care coverages
- The role included acting as a trusted advisor and educator on all health care related inquires, reviewing benefits, and claims inquires, providing accurate policy information, medical billing, and calculating and comparing member rates, assisting and resolving inquires and problems, and using computerized systems for locating documents related to updating and making changes to member accounts.
Education
Associate Degree -
Metropolitan State University of Denver
Skills
- Strong Organization
- Data Verification
- Client Relations
- Medical admissions processes
Positionseeking
At this time, I have a strong desire to secure a full-time position that aligns with my skills in customer experience and member support. Ideally, I am seeking a role on the 1st or 3rd shift. I am flexible in terms of my work environment and I am comfortable working onsite, in a hybrid setup, or remotely. I have gained valuable experience in all of these settings and feel confident in my ability to excel in any of them.
References
References available upon request
Timeline
Admissions Coordinator
Sandstone Care
2024.04 - Current
Member Service Representative (Remote/Hybrid)
SaveOn SP
2023.04 - 2024.03
Tier 1 Remote OE Account Representative
Kaiser Permanente
2022.12 - 2023.03
Loan Processor (Hybrid/Remote)
Origence Lending
2022.04 - 2022.09
Blended Agent (Remote/Hybrid), Property and Casualty Sales Agent, Quality Assurance Agent
Camping World
2018.06 - 2023.03
Community Advisor
Enquire Solutions
2015.12 - 2018.04
Loan Modification Specialist
TelTech
2014.08 - 2015.12
Tier 3 Customer Service Representative, Tier 2 Collections Specialist, Quality Control Specialist
DirecTV
2009.07 - 2014.07
Tier 3 Customer Service Representative
Anthem
2006.01 - 2009.05
Associate Degree -
Metropolitan State University of Denver
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