Michele Hardy
Garner,NC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Motivated individual with experience in customer service skills. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
17
17
years of professional experience
Work History
Operations Account Manager
Unified Women's Healthcare
04.2016 - Current
- Conducted regular performance evaluations, identifying areas for improvement and developing action plans to address them.
- Optimized account management processes for increased client satisfaction and retention.
- Implemented data-driven decision-making processes, resulting in better-informed strategic planning.
- Generated new business opportunities through networking events and industry conferences.
- Resolved customer issues promptly, maintaining a high level of client satisfaction through effective communication and problem-solving skills.
- Evaluated potential risks associated with each account, implementing risk mitigation strategies when necessary to protect company interests.
- Analyzed client feedback received from surveys or reviews provided insights into improving overall service experience.
- Ran QBR perfoma reports to suggest ways to increase revenue.
Front Desk Supervisor
UNC Rex & Heart Associates
02.2009 - 02.2016
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- streamlines best practice workflow for front desk employees to go upon.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
Billing Claims Coordinator
Johnston County Hospital
02.2007 - 01.2015
- Maintained strict adherence to confidentiality guidelines, ensuring sensitive client information was securely handled and protected at all times.
- Reduced claim resolution time through thorough investigations and timely follow-ups with clients and insurance carriers.
- Monitored pending claims closely to identify potential issues or delays in processing promptly addressing them before escalation occurred.
- Improved claims processing efficiency by streamlining workflows and implementing organizational systems.
- Efficiently navigated company databases to retrieve essential information for accurate claim handling and reporting purposes.
Education
MBA - Business Administration
12.2016
Bachelor of Arts - Business Administration And Management
12.2014
Associate of Arts - Healthcare Administration
05.1999
Skills
- Decision-Making
- Problem-Solving
- Multitasking
- Continuous Improvement
- Goal Setting
- Team building
- Time Management
- Teamwork and Collaboration
- Active Listening
- Relationship Building
- PowerBi
- Epic
- Athena
- Pivot tables
- Excel
- MS Word
Timeline
Operations Account Manager - Unified Women's Healthcare
04.2016 - Current
Front Desk Supervisor - UNC Rex & Heart Associates
02.2009 - 02.2016
Billing Claims Coordinator - Johnston County Hospital
02.2007 - 01.2015
Strayer University - MBA, Business Administration
Ashford University - Bachelor of Arts, Business Administration And Management
Pitt Community College - Associate of Arts, Healthcare Administration
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