Michelle Caprarola- Gursky
Hanover,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
26
26
years of professional experience
Work History
Patient Care Coordinator
MedStar Orthopaedics
Westminster, Pa.
11.2025 - Current
- Coordinated patient appointments and managed scheduling for orthopedic consultations.
- Assisted patients with insurance verification and explained coverage details clearly.
- Maintained accurate patient records in electronic health systems for easy access.
- Communicated effectively with medical staff regarding patient needs and care plans.
- Provided compassionate support to patients during their treatment journey at MedStar Orthopaedics.
- Facilitated communication between patients and healthcare providers to ensure clarity.
- Organized patient follow-ups and reminders to enhance adherence to care plans.
- Streamlined administrative processes to improve overall patient experience efficiently.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Provided administrative support for patient care staff.
- Ensured that all necessary documentation was completed accurately and submitted in a timely manner.
- Processed patient intake information and updated medical records prior to treatment.
- Coordinated patient care services with the medical team to ensure quality and timely delivery of care.
- Demonstrated flexibility during changes to patient care practice.
- Provided ongoing communication with patients, families, and other healthcare providers regarding treatment plans and progress.
- Followed up with discharged patients after they left the facility to ensure they were receiving adequate post-care support.
- Assured regulatory compliance and professionalism across patient service.
- Completed insurance verifications and claim forms for patient intake and processing.
- Received and routed care team messages and documents to appropriate staff.
- Compiled and maintained medical charts and reports in complex digital databases.
- Coordinated patient referrals to specialists and other healthcare services.
- Addressed and resolved patient concerns and complaints in a timely and empathetic manner.
Owner/Operator
LuLaRoe
Hanover, Pa.
03.2016 - 10.2017
- Managed inventory and product selection for diverse clothing collections.
- Organized and executed promotional events to increase brand visibility.
- Trained and mentored new consultants in sales techniques and product knowledge.
- Developed customer relationships through personalized service and follow-ups.
- Collaborated with suppliers to source quality fabrics and materials.
- Oversaw daily operations, ensuring compliance with company policies.
- Created engaging social media content to promote new arrivals and sales events.
- Managed daily operations of the business, including staff, sales, inventory, and accounting.
- Resolved customer complaints promptly and professionally in order to maintain a positive reputation for the business.
- Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues.
- Ensured compliance with all local laws, regulations, policies, and procedures related to the operation of the business.
- Maintained relationships with vendors and suppliers in order to secure favorable terms on materials and services.
- Monitored financial performance of the business on a weekly basis to ensure fiscal responsibility.
- Developed business plan and budget to maximize profitability.
- Calculated net income and adjusted strategies to increase income and bottom-line profits.
- Oversaw hiring process for new employees, from recruiting to onboarding training.
- Created marketing strategies to drive revenue and increase brand visibility.
- Identified potential risks associated with operations in order to minimize liabilities.
- Kept detailed records and driver's logs required for compliance with regulations and corporate policies.
- Organized events such as trade shows or conferences in order to promote brand awareness.
Customer Service Representative
New Windsor State Bank
Westminster, Maryland
02.2002 - 06.2007
- Resolved customer inquiries and issues efficiently through active listening and communication.
- Processed transactions accurately using banking software and point-of-sale systems.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Educated customers on banking products, services, and account management options.
- Handled escalated customer complaints with professionalism and empathy.
- Assisted in training new staff on customer service protocols and bank procedures.
- Monitored account activity to detect potential fraud or discrepancies proactively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
Licensed Chiropractic Asst.
Lewis Chiropractic and Rehabilitation
Westminster, Maryland
10.1999 - 02.2002
- Managed patient records and maintained confidentiality standards diligently.
- Educated patients on treatment plans and rehabilitation exercises clearly.
- Coordinated therapeutic modalities under the supervision of chiropractors regularly.
- Operated medical equipment and ensured cleanliness in treatment areas consistently.
- Supported insurance verification processes for patient claims effectively.
- Communicated with patients to address questions and concerns promptly.
- Collaborated with team members to improve office workflow and efficiency regularly.
- Performed electric muscle stimulation, massage and mechanical traction therapies on patients under doctor supervision.
- Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
- Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
- Assisted chiropractors with treatments including applying hot and cold packs, ultrasound therapy or electrical stimulation.
- Assisted with patient intake, including taking vitals such as height, weight and blood pressure.
- Provided assistance with other duties as assigned by chiropractor or office manager.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Acquainted patients with therapy procedures by explaining purpose and results of exercises.
- Performed administrative tasks such as filing medical documents, answering phones and responding to emails.
- Organized office supplies and ordered new items when necessary.
- Explained post-treatment instructions to patients, providing printed materials if needed.
- Documented exercises completed by patients to support charting and billing.
- Trained new staff on office procedures and patient care techniques.
Education
Licensed Chiropractic Assistant
MultiSpecialty Health Care
Glen Burnie, MD06-2000
High School Diploma -
Oscar F. Smith High School
Chesapeake, VA06-1995
Skills
- Appointment scheduling
- Regulatory compliance
- Workflow optimization
- Team collaboration
- Customer service excellence
- Effective communication
- Problem solving
- Conflict resolution
- Time management
- Attention to detail
- Critical thinking skills
- Payment collection
- Insurance verification
- Patient education
- Medical documentation
- Patient care
- Telephone etiquette
- Electronic health records handling
- Medical billing
- Data entry efficiency
- Patient information maintenance
- Healthcare compliance
- Patient care coordination
- Patient flow management
- Medical terminology
- Proficient with various computer programs
- Verbal and written communication
- Scheduling
- Multitasking
- Filing and recordkeeping
- Policy compliance
- New hire training
- Organizational skills
- Electronic health records
References
Nicole Flowers, Radiology Technician, MedStar Orthopedics
Westminster, MD. 21157
410-733-2044
Tracy Mills Harris, Patient Coordinator, MedStar Orthopedics
Westminster, MD. 21157
443-340-9600
Mike Lippy, Retired Branch Manager, New Windsor State Bank
443-340-1733
Timeline
Patient Care Coordinator
MedStar Orthopaedics
11.2025 - Current
Owner/Operator
LuLaRoe
03.2016 - 10.2017
Customer Service Representative
New Windsor State Bank
02.2002 - 06.2007
Licensed Chiropractic Asst.
Lewis Chiropractic and Rehabilitation
10.1999 - 02.2002
Licensed Chiropractic Assistant
MultiSpecialty Health Care
High School Diploma -
Oscar F. Smith High School