MICHELE R. FARWELL
Omaha,NE
Summary
Dedicated and motivated to maintain customer satisfaction and contribute to the work in a Customer Service Position Financial Counselor with extensive history of speaking with patients, physicians and insurance company representatives. Efficient professional with more than 10 years of experience obtaining pre-admission paperwork, counseling patients and developing effective payment plans for healthcare services.
Overview
29
29
years of professional experience
Work History
Access Financial Counselor
Methodist Healthcare
08.2020 - Current
- Worked with clients to develop personal recommendations for improvement of financial circumstances, reducing debt and increasing income.
- Cultivated a positive, non-judgmental environment for clients to openly discuss their financial challenges and concerns.
- Increased client confidence in managing personal finances by providing tools and resources for long-term success.
- Conducted interviews with patients and family members and answered questions regarding insurance benefits.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Health Care Assistant
Physicians Choice Home Health Care
02.2000 - Current
- Assisted with patient hygiene, physical comfort, eating, and drinking, and mobility while observing and reporting specific changes.
- Lifted patients using appropriate equipment in accordance with moving and handling policy.
- Reduced risk of infections by adhering to strict hygiene protocols during all aspects of care delivery.
- Observed patient skin conditions and reported findings to registered nurse.
- Improved patient satisfaction by providing compassionate and attentive care to individuals with various health conditions.
- Cultivated strong relationships with patients and families, fostering an environment of trust and open communication that facilitated better healthcare experiences.
PATRONS SERVICE REPRESENTATIVE
OMAHA PERFORMING ARTS
10.2018 - 06.2020
- PROCESSES TICKET TRANSACTIONS (SINGLE, SUBSCRIPTION, TICKET EXCHANGES, ETC.) ON TESSITURA (ONLINE, INTEGRATED TICKETING SOFTWARE) AND TICKETMASTER
- BALANCES DAILY TICKET SALES AND WORKS WITH OTHER PATRON SERVICES REPRESENTATIVES WHEN BALANCING THEIR DAILY TICKET SALES
- PATRON SERVICES UPHOLDS TICKETING POLICIES AND PROCEDURES INCLUDING, BUT NOT LIMITED TO; TICKET SALES, REFUNDS, EXCHANGES, LOST-STOLEN TICKETS AND INTERNET TICKETING
- UPHOLDS CUSTOMER SERVICE POLICIES AND PROCEDURES
- PROFESSIONALLY REPRESENTS OPAS WHEN SOLVING PATRON SERVICE ISSUES AND/OR COMPLAINTS
- REPRESENTS OPAS EXPERTLY WHILE WORKING WITH CONSTITUENT GROUPS WHO USE OPAS BOX OFFICE SERVICES (TICKET OMAHA)
- RESPONDS WITH SENSITIVITY AND PROFESSIONALISM TO THE PRACTICAL NEEDS OF PATRONS AND OPAS STAFF IN ALL INTERACTIONS
- CONTINUALLY LEARNS CURRENT AND/OR NEW SYSTEMS, POLICIES AND PROCEDURES
- STAYS ABREAST OF NEW PROGRAM DEVELOPMENTS
- PROVIDES EFFECTIVE SERVICE TO PATRONS
- PROCESSES PATRON TRANSACTIONS INCLUDING, BUT NOT LIMITED TO; LOW LEVEL GIFT PROCESSING, ADDRESS UPDATES AND ENTERING NEW PATRON RECORDS INTO THE SYSTEM
- COMPLETES WEEKLY DEPARTMENTAL PROJECTS IN A TIMELY MANNER AS ASSIGNED BY THE PATRON SERVICES SUPERVISOR
- ASSISTS IN THE TRAINING AND DEVELOPMENT OF PART-TIME PATRON SERVICE REPRESENTATIVES
- EFFECTIVELY FUNCTIONS AS A MEMBER OF THE PATRON SERVICES TEAM
Caretaker
Dr. Rick Jackson and Barb Jackson
08.2013 - 05.2018
- Checked mail, shopped for groceries and handled bill payments
- Organized personal and professional calendars and supplied reminders of upcoming meetings and events
- Ran errands, including grocery shopping and picking up dry cleaning.
- Provided compassionate care to residents, assisting with daily tasks such as meal preparation and personal grooming.
Customer Service Representative
First National Bank
12.2017 - 05.2018
- Successfully interacted with customers over the phone to help solve their banking needs
- Guaranteed positive customer experiences and resolved all customer complaints within the call center and Supervisor help desk
- Assisted customers in online banking needs
- Reviewed and submitted possible fraud accounts to fraud activity
- Updated customer's personal information into the banking data base
- Maintained up-to-date knowledge of bank policies regarding payments, collections and goals
- Assisted in processing payment requests from customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Collections Specialist
Alorica
06.2017 - 10.2017
- Processed payments over the phone and set up recurring drafts
- Met demands of busy collections group by performing a high volume of daily calls
- Reviewed accounts to determine payment plan compliance
- Kept calm, stayed professional and provided exceptional service on all calls
- Maintained consistent high performance with a solid record of achieving or exceeding objectives
- Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies
- Reached out to customers to verify information and follow up on issues.
Paraprofessional Educator & Janitor
Pawnee City Public School
03.2015 - 05.2017
- Provided individual students with personalized educational, behavioral and emotional support
- Prepared visual aids, equipment and classroom displays
- Evaluated individual student needs, including academic and social situations to address challenges and goals
- Maintained focused, inclusive and supportive learning environments
- Provided classroom support throughout planned instruction and individual lessons
- Liaised with team of professionals from different disciplines to implement comprehensive action plan
- Performed diverse tasks for teachers and Administrative staff including clerical support, classroom management and document coordination of confidential files and reports
- Co-facilitated High School Spanish class for grades 10-12.
Administrative Assistant/ Assistant Office Manager
Kobza Dental
01.2012 - 07.2013
- Meet and greet clients and staff
- Screen all incoming professional
- Daily office cleaning
- Typing, filing and mail distribution
- Worked daily with confidential files using computer and paper filing
- Assisted in pre-employment hiring
- Collected payments from patients and arranged payment schedules
- Actively participated in outreach programs for uninsured and underinsured children and adults
- Coordinated appointment schedules for both the dentist and oral surgeon
- Expertly filed patients' charts and processed billing and payments by paper and electronic
- Medical and Dental terminology used daily
- Daily dental deposits into night deposit box
- Daily, weekly and monthly logging of money box
- Managed invoices and transaction receipts
- Answered and managed incoming calls and emails
- PC and MAC computer skills, fax, scanner
- HIPPA guidelines practiced
- Confidential documents worked daily.
Receptionist
Airlanco
06.2009 - 01.2012
- Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily
- Compiled and produced documents and reports and filed, copied or faxed required papers to appropriate parties
- Adhered to security requirements by screening visitors, updated logs and issued passes
- Directed clients to appropriate personnel to address concerns, resolve complaints, or answer account-related questions
- Assisted in the Human Resources Department
- Received and assisted reviewing job employment applications
- Made phone calls to verify employment on applicants
- Daily logging of company money box
- Letters composed daily for management
- Oversaw office inventory by restocking supplies and making purchase orders
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance
- Sorted and distributed business mail to correct department or staff member
- Managed clerical needs of company employees, including copying, faxing and file management
- Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock
- Responded to telephone inquiries from clients, vendors and the public
- Maintained reception area clean and neat to provide visitors with a positive impression of the company
- Coordinated daily and weekly schedules and monthly calendars
- Confidential papers filed and used daily with documentation of usage.
Substance Abuse Counselor, Mailroom and Receptionist
Department of Corrections
03.2005 - 01.2009
- Evaluated patients for substance abuse treatment
- Documented all patient information including service plans, treatment reports and progress notes
- Medical and Substance terminology used daily
- Taught clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills
- Referenced and used various therapy techniques, family systems, and cognitive behavioral skills
- Implemented inmate program plan for substance abuse in residential and outpatient programming as recommended and needed on the inmates level of care
- Worked with very sensitive and confidential records
- Performed in-service presentations to share knowledge with colleagues
- Searched mail for contraband
- Logged all checks and monies into State of Nebraska accounting
- Greet and announce staff and professional individuals
- Answer a multi-line phone and screen calls
- HIPPA guidelines used and followed daily.
Collections Representative
UMB-Bank
01.1996 - 01.2005
- Handled incoming and outgoing calls on the phone
- Handled difficult customers in a friendly, honest and firm manner
- Reasoned with customers and attempted to negotiate that balances be paid in full
- Advised debtors on their payment options and set up payment plans for debtors
- Entered customers' financial status information into system
- Reviewed and documented possible individual and family fraud accounts
- Used effective questioning techniques to clarify why debtors were delinquent
- Utilized skip tracing resources such as background checks and loan documents
- Maintain daily and weekly contact with county probate and assessor's office
- Evaluated accounting requirements during discovery meetings with potential clients
- Received and submitted payments and applied amounts to customer balances
- Maintained confidential information of UMB customers
- Reached out to customers to collect outstanding payments via one-time or negotiated installment methods based on evaluating the need for payment plans
- Used advanced software skills to produce high-quality documents, reports and presentations
- Received, recorded, and banked cash, checks, and vouchers as well as reconciled records of bank transactions
- Typed and sent letters to customers daily.
Education
Customer Relations
UMB-University
High School Diploma - General Studies
Pawnee City Public School
Pawnee City, NE05.1985
Skills
- Telephone inquiries specialist
- Preschool, Elementary and High school assistant
- Probate and Assessors skills
- Active listening skills
- Seasoned in conflict resolution
- Mail and Contraband search
- Microsoft word, excel and NIS
- Sharp problem solver
- Customer service expert
- Resolution-oriented
- Dependable and reliable
- Medical and Dental terminology
- Cash transactions daily
- Cash handling and Deposit
Travel, Family and Decorating
I live in a cozy apartment located in the Dundee area of Omaha Nebraska. I enjoy spending time with friends & family, even cooking for them time to time. I've also recently taken a interest in interior decorating my apartment as well. When I do have some free time however, travel is my game whether it's overnight trips or long holidays.
Timeline
Access Financial Counselor
Methodist Healthcare
08.2020 - Current
PATRONS SERVICE REPRESENTATIVE
OMAHA PERFORMING ARTS
10.2018 - 06.2020
Customer Service Representative
First National Bank
12.2017 - 05.2018
Collections Specialist
Alorica
06.2017 - 10.2017
Paraprofessional Educator & Janitor
Pawnee City Public School
03.2015 - 05.2017
Caretaker
Dr. Rick Jackson and Barb Jackson
08.2013 - 05.2018
Administrative Assistant/ Assistant Office Manager
Kobza Dental
01.2012 - 07.2013
Receptionist
Airlanco
06.2009 - 01.2012
Substance Abuse Counselor, Mailroom and Receptionist
Department of Corrections
03.2005 - 01.2009
Health Care Assistant
Physicians Choice Home Health Care
02.2000 - Current
Collections Representative
UMB-Bank
01.1996 - 01.2005
Customer Relations
UMB-University
High School Diploma - General Studies
Pawnee City Public School