Summary
Overview
Work History
Education
Skills
Timeline
Generic

MICHELE OWENS

Summerville,SC

Summary

Dedicated Intake Specialist skilled in claim eligibility analysis and records management. Excellent communication skills. Managing duties assigned to me to facilitate smooth workflow and operational efficiency.

Overview

26
26
years of professional experience

Work History

Financial Intake Specialist

Roper St. Francis Hospital
05.2023 - Current
  • Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
  • Documented patient medical information, and insurance details to facilitate smooth appointments and payment processing.
  • Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
  • Completed financial intake of patients sliding scale fees and document all systems used in clinic.
  • Enhanced office productivity by handling high volume of callers per day.
  • Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
  • Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
  • Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
  • Administered and tracked client service payments.
  • Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
  • Maintained accurate, up-to-date client records for reliable reference and communications.
  • Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
  • Improved interdepartmental communication through regular updates on client to case management when needed
  • Identified areas of improvement within the intake process by regularly reviewing standard operating procedures and implementing changes as needed.
  • Developed strong communication and organizational skills through working on group projects.
  • Passionate about learning and committed to continual improvement.
  • Organized and detail-oriented with a strong work ethic.
  • Worked effectively in fast-paced environments.
  • Provided professional services and support in a dynamic work environment.
  • Developed and maintained courteous and effective working relationships.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Registered and verified patient records before triage with most up-to-date information.
  • Answered phone calls and messages for medical facility, scheduling appointments, and handling patient inquiries.
  • Paid attention to detail while completing assignments.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Medical Receptionist

Roper St. Francis Hospital
02.2017 - 05.2023
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Notified manager of incidents and potential incidents relating to patients and staff for swift action.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Assisted in maintaining a safe environment for patients and staff by following infection control protocols and reporting potential hazards.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Skilled at working independently and collaboratively in a team environment.
  • Organized and detail-oriented with a strong work ethic.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Developed and maintained courteous and effective working relationships.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Strengthened communication skills through regular interactions with others.
  • Paid attention to detail while completing assignments.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Applied effective time management techniques to meet tight deadlines.

Stylist/Professional Barber

SportClips Haircuts
07.2015 - 02.2017
  • Organized sales area and work station to showcase products and boost sales.
  • Continually honed personal barbering techniques to deliver consistent quality across all services provided to clients.
  • Monitored inventory and availability of supplies, tools and products to minimize delays.
  • Expanded clientele reach by offering unique services such as beard trims, hot towel shaves, and facial grooming treatments.
  • Styled hair according to customer preferences.
  • Offered clients variety of facial shaving services using both modern and traditional techniques.
  • Resolved guest complaints about service or style.
  • Counted and documented opening and closing cash amounts daily.
  • Handled administrative tasks such as appointment scheduling, inventory management, and cash handling to ensure smooth salon operations.
  • Helped clients feel relaxed and improved experiences with use of scalp massage and related treatments.
  • Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
  • Mixed pigments and used proper techniques to achieve desired color.
  • Advised clients on how best to care for hair and maintain health between visits.
  • Completed quality haircuts and styling for men, women and children.
  • Maintained high number of return customers through precise cutting, coloring and styling of clients' hair.
  • Shampooed, conditioned, and rinsed guests' hair using salon-exclusive products while educating clients on product benefits to increase product sales.
  • Mentored junior barbers by sharing expertise on cutting techniques and best practices for maintaining a professional image within the salon environment.
  • Provided expert advice on hair care routines, product recommendations, and at-home maintenance tips for clients.
  • Consistently received positive performance reviews from guests.
  • Kept shop neat, professional and welcoming to guests of different backgrounds.
  • Maintained a clean and hygienic work environment by regularly sanitizing tools, equipment, and workstations.

Cosmetologist

Regis Hair Salon
08.2012 - 06.2015
  • Attended hair shows, classes and seminars to stay up-to-date on latest trends.
  • Educated clients on proper hair care techniques to promote healthier hair between appointments.
  • Implemented creative marketing strategies that attracted new clients while retaining existing ones.
  • Increased salon revenue by upselling additional treatments, products, and services to clients during appointments.
  • Maintained regular client list and successfully handled walk-in customers.
  • Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
  • Offered professional cuts, color services and extensions to salon customers.
  • Suggested treatments and styles to suit customer appearance and fashion choices.
  • Skillfully executed various color applications including balayage techniques for natural-looking results that met client expectations.
  • Stayed current with industry trends and techniques by attending workshops, trade shows, and continuing education courses.
  • Demonstrated thorough knowledge of all salon products and services.
  • Assisted in inventory management by tracking product usage, reordering supplies as needed, and maintaining an organized workspace.
  • Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
  • Increased revenue through effective customer service and inventory management.
  • Processed payments, entering sales in register for prompt customer service.
  • Maintained high number of return customers through precise cutting, coloring and styling of clients' hair.
  • Demonstrated high level of customer service to increase retention and satisfaction.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
  • Shampooed, conditioned, and rinsed guests' hair using salon-exclusive products while educating clients on product benefits to increase product sales.
  • Worked well in a team setting, providing support and guidance.
  • Paid attention to detail while completing assignments.
  • Worked effectively in fast-paced environments.
  • Worked flexible hours across night, weekend, and holiday shifts.

Medical Records Specialist

MUSC
09.2009 - 05.2011
  • Reviewed medical records for completeness and filed records in alphabetic and numeric order.
  • Transcribed and entered patient medical information into electronic medical records systems.
  • Tracked and monitored requests for medical records release.
  • Maintained patient charts and accurately recorded new information.
  • Maintained patient records systems by archiving, scaning and indexing important documents and files.
  • Scanned and uploaded medical records into electronic medical records system.
  • Maintained patient records in compliance with security regulations.
  • Monitored legal and financial statuses of various offices.
  • Printed and photocopied documents to provide patients with copies of medical records.
  • Responded to patient inquiries to provide information and details of medical records.
  • Followed up with medical staff regarding missing information in patient records.
  • Improved patient care by maintaining accurate and up-to-date medical records for easy access by healthcare practitioners.
  • Analyzed complex medical records to identify discrepancies in accuracy and completeness.
  • Ensured smooth operations within the department by managing a team of medical records technicians and providing ongoing training and support.
  • Followed exact procedures for handling transfers and other releases of medical records.
  • Proven ability to learn quickly and adapt to new situations.
  • Developed and implemented new filing system for medical records to improve efficiency.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Paid attention to detail while completing assignments.
  • Worked well in a team setting, providing support and guidance.

Medical Administrative Assistant

Medical University Of South Carolina Musc
09.2003 - 09.2009
  • Verified insurance coverage to prepare for upcoming patient appointments.
  • Updated patient information and insurance details for accurate electronic medical records.
  • Collaborated with the interdisciplinary team on special projects or initiatives aimed at improving overall office efficiency and enhancing the patient experience.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Provided educational documents and pamphlets to patients.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Prepared patient charts by gathering and organizing medical records ahead of appointments.
  • Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
  • Reconciled daily payments received and prepared deposits for smooth office finances.
  • Facilitated seamless communication between patients and healthcare providers through diligent message relay and prompt follow-up actions as needed.
  • Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
  • Received, recorded and filed medical payments by check, cash, and credit card.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Registered and verified patient records before triage with most up-to-date information.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
  • Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Assisted with the coordination of clinical staff schedules, ensuring adequate coverage during peak hours and minimizing wait times for patients.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Excellent communication skills, both verbal and written.

Call Center Representative

OSI Systems
02.1998 - 08.2003
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Approved and terminated customer contracts upon request.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Developed and updated databases to handle customer data.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Implemented and developed customer service training processes.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Responded to customer calls and emails to answer questions about products and services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Developed strong communication and organizational skills through working on group projects.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Delivered services to customer locations within specific timeframes.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

Certificate - Baking And Pastry Arts

Trident Technical College
Charleston, SC
05.2020

Licensed Cosmetologist - Cosmetology

Lacy Cosmetology School
Goose Creek, SC
07.2012

Bachelor of Arts - Fashion Design

SUNY Buffalo State
Buffalo, NY
05.1995

Skills

  • Advanced Directives
  • Educational Programs
  • Inventory Management
  • Client Assistance Referrals
  • Relationship Building
  • Client Advocacy
  • Critical Thinking
  • Electronic Medical Record Software
  • Fact Checking and Investigation
  • Paperwork Organization
  • Word Processing
  • Problem-Solving
  • Multitasking
  • Problem Resolution
  • Multitasking Abilities
  • Analytical and Critical Thinking
  • Teamwork and Collaboration
  • Quality Assurance
  • Excellent Communication
  • Organizational Skills
  • Good Telephone Etiquette
  • Project Planning
  • Calm Under Pressure

Timeline

Financial Intake Specialist

Roper St. Francis Hospital
05.2023 - Current

Medical Receptionist

Roper St. Francis Hospital
02.2017 - 05.2023

Stylist/Professional Barber

SportClips Haircuts
07.2015 - 02.2017

Cosmetologist

Regis Hair Salon
08.2012 - 06.2015

Medical Records Specialist

MUSC
09.2009 - 05.2011

Medical Administrative Assistant

Medical University Of South Carolina Musc
09.2003 - 09.2009

Call Center Representative

OSI Systems
02.1998 - 08.2003

Certificate - Baking And Pastry Arts

Trident Technical College

Licensed Cosmetologist - Cosmetology

Lacy Cosmetology School

Bachelor of Arts - Fashion Design

SUNY Buffalo State

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