Michele Bolton
Mint Hill,NC
Summary
Seeking an opportunity to utilize over 18 years of professional skills in Leadership, Management, Operations Management. Working professional and previous business owner with experience in Leadership, Management, banking, client relations, Operations Management (in a sales), healthcare, and call center environment. Client-focused with the ability to produce results and communicate on various levels. Ability to work independently or in a team environment. OPERATIONS MANAGER Leadership Accounts Payable/Receivable Banking Benefit Verification Benefit Portal Navigation Budget Forecasting/Projecting Customer Service Collections (Accounts Payable) Client Relations Database Management Employee Conflict Resolution Employee Relations/Mediation Employee Scheduling Management Operations Management Regulatory Compliance Supervision
Overview
25
25
years of professional experience
1
1
Certification
Work History
Client Experience Specialist
Marpai Health
08.2023 - Current
- Member-centric service specialist- escalated member/provider outreach
- Establish relationships with key client contacts, and serve as a liaison between Customer Service (CS), Claims and Account Executive/Client Experience Manager
- Keep abreast of all operational processes and provide feedback on potential improvements
- Serve as day-to-day internal resource for escalated client related issues- emphasis on escalated member issue resolution
- Support Account Executive and Client Relations Manager in servicing clients on day-to-day tactical issues
- Assist Client Experience team in onboarding of new clients
- Triage issues and escalate to Account Executive, as needed
- Assist in identifying and running reports as specified by Account Executive/Client Relations Manager
- Demonstrate continuous efforts to improve service offerings and programs
- Subscribe to designated government regulatory update sources and participate in webinars
- Keep management abreast of client and internal issues
- Assist with any Account Management special projects
- Other duties as required
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Training Facilitator/Customer Service Supervisor
Maestro Health
11.2022 - 08.2023
- Responsible for handling escalated internal and external calls and emails Researched, diagnosed issue, and determined the next best course of action
- Managed escalation processes for all escalations and ensured that escalated issues were resolved within two business days
- Develops and facilitates training for new hires and experienced employees, including classroom instruction and on-the-job coaching. Observes daily operations of call center employees and identifies any areas of improvement
- Develops trainee assessments to determine readiness of new hires. Exceeded established service goals while leveraging customer service and employee management best practices
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly resolution.
- Implemented company processes to effectively resolve customer service issues
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program. Volunteered to handle complaints and issues for manager during busy time periods
- Attended training sessions to grow knowledge of company products and services
- Escalated issues to correct individuals when typical procedures did not achieve resolution
- Mentored junior team members and managed employee relationships. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Research Analyst
Maestro Health
10.2020 - 11.2022
- Implemented company processes to effectively resolve customer service issues
- Escalated issues to correct individuals when typical procedures did not achieve resolution
- Provided daily direction to call center associates. Identified needs of customers promptly and efficiently
- Planned and completed group projects, working smoothly with others. Approached customers and engaged in conversation using effective interpersonal and people skills
- Assisted with customer requests and answered questions to improve satisfaction
- Displayed strong telephone etiquette, effectively handling difficult calls. Recognized by management for providing exceptional customer service
Customer Service Advocate
Maestro Health
02.2019 - 10.2020
- Accurately and promptly answered benefit questions for providers and members regarding 60 Self-Insured health plan documents ensuring first call resolution
- Maintained member/provider confidence by helping to protect confidentiality of information according to HIPAA guidelines Documented all calls in call tracking system
- Managed 70+ inquiries via telephone, web chat and email each day with 97% quality score
- Consulted with members regarding needs and addressed concerns. Consulted with members to resolve service and billing issues
- Encouraged customers to become self-sufficient with web-based and mobile support tools
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate
Patient Access Specialist
Lash Group
05.2016 - 10.2018
- Enhanced patient satisfaction by providing efficient registration and scheduling services.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Facilitated communication between patients and various departments and staff.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Provided excellent customer service to patients and medical staff.
- Resolved customer complaints using established follow-up procedures.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
- Delivered support to medical staff in completion of patient paperwork.
Operating Manager/CEO
Designers Den Hair Studio
04.1999 - 05.2016
- Opened and closed salon
- Responded to customer inquiries or complaints
- Performed accounting duties, such as recording daily cash flow, preparing bank deposits, or generating financial statements Managed operations to ensure compliance with applicable health, safety, or hygiene standards
- Developed and implemented marketing strategies Recruited, interviewed, and hired employees Scheduled staff and supervised
- Specialized in haircuts, coloring, weaves, and relaxers Ordered supplies and negotiated with vendors
- Operations Management duties included but not limited to oversight of multi-site operations, ensuring that customers are satisfied, managing employees 'schedules and performance
- Developed operational systems for client retention and multi-site salon management
- Managed operations to ensure compliance with applicable health, safety, or hygiene standards
- Selected Contributions: Conducted administrative and management of all services and staff of beauty salon
- Budget preparation and management, expenditure control and monitoring of sales and revenue of beauty salon
- Performed ordering, management, and maintenance of beauty salon's materials, equipment, and supplies
- Managed clientele and salon advertisements including but not limited to scheduling appointments for clients
- Provided great customer service
- Promoted, recommended and sold client-specific beauty salon's products and services
- Performed all hair services with excellence
- Managed and supervised all employees throughout full Employee Life Cycle including recruiting, interviewing, hiring, training, and terminating employees
- Maintained all required employee records
- Managed all staff scheduling filling in for employees when necessary Trained stylists to become more successful and imparted skills necessary to compete in a demanding profession
- Assisted staff members in hair color preparation, hair styling, and haircuts Responsible for compliance with Barbers and Cosmetologists and regulations
- Managed all operational accounting functions for multi-site operation Performed all accounting duties including but not limited to maintaining required accounting documentation for operations, recording daily cash flow, preparing bank deposits, and generating financial statements in a timely manner
- Processed of accounts payable, vendor management and payroll in house.
Education
Bachelor of Arts - Theology, Numerology
Anchor Bible College
Jacksonville NC07.2019
Associate of Arts - Paralegal Studies
Nassau Community College
Garden City, NY05.1994
Skills
- Microsoft Word, Microsoft Excel, SharePoint, QuickBooks, Salesforce, Confluence, Jira Supervision & leadership Critical thinking
- Decision-making Multitasking
- Friendly, positive attitude
- Conflict resolution Analytical
- Team building
- Quality Assurance Controls
- LiveChat Messaging
- Teamwork and Collaboration
- Customer Retention Strategies
- Training development aptitude
- Report creation
- Problem Resolution
- Employee Coaching
Affiliations
- Alpha Alpha Gamma Psi Christian Sorority, Inc.
Certification
Working Smart Certification Certificate in soft skills
Timeline
Client Experience Specialist
Marpai Health
08.2023 - Current
Training Facilitator/Customer Service Supervisor
Maestro Health
11.2022 - 08.2023
Research Analyst
Maestro Health
10.2020 - 11.2022
Customer Service Advocate
Maestro Health
02.2019 - 10.2020
Patient Access Specialist
Lash Group
05.2016 - 10.2018
Operating Manager/CEO
Designers Den Hair Studio
04.1999 - 05.2016
Bachelor of Arts - Theology, Numerology
Anchor Bible College
Associate of Arts - Paralegal Studies
Nassau Community College
Working Smart Certification Certificate in soft skills
Similar Profiles
Shawnacy Tanner-SehlShawnacy Tanner-Sehl
Implementation Project Manager at Marpai HealthImplementation Project Manager at Marpai Health
Kathy BrownKathy Brown
Utilization Review Management at Maestro Health/ Marpai HealthUtilization Review Management at Maestro Health/ Marpai Health
Karen ConduragisKaren Conduragis
Senior Inside Sales Representative at Continental Benefits, LLC, Dba Marpai HealthSenior Inside Sales Representative at Continental Benefits, LLC, Dba Marpai Health