Michelle Cartagena
Administrative assistant
Aynor,SC
Summary
Dedicated Team Member experienced in managing complex tasks in medical settings. Delivered exceptional customer service and efficiently handled medical billing through strong organizational skills and proactive problem-solving. Focused on achieving high-quality outcomes while adapting to new challenges and effectively prioritizing multiple projects.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Carles River Medical Associates
171 Main Street, Ashland Ma 01721
03.2024 - 12.2025
- Handled incoming calls and answered patients' billing questions with persuasive communication to recover past due payments.
Collected updated billing addresses for patients after returned mail.
Delivered customer service by resolving inquiries over phone and through text in the patient gateway, supporting patient satisfaction. - Resolved customer inquiries, providing accurate information and timely solutions.
- Managed appointment scheduling and patient follow-ups to enhance service efficiency.
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Receptionist
Auburn Dermatology & Laser Center
207 Southbridge Street, Auburn Ma 01501
11.2020 - 08.2023
- Coordinated scheduling of patient appointments and check-in processes while ensuring patients' insurance was current. Confirmed patients' referrals submitted by primary care physicians and obtained necessary patient medical records. Ensured patient data was complete and accurate prior to scheduling appointments. Responded to inquiries about office visits and prescribed medications, providing accurate information to enhance patient experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed front desk operations, ensuring seamless client interactions and efficient appointment scheduling.
- Coordinated visitor check-in processes, maintaining a secure and welcoming environment for guests.
- Handled multi-line phone systems, effectively directing calls and addressing inquiries in a timely manner.
Debt Collection Specialist
Cognizant Technology Solutions
Prospect Street, Worcester Ma
02.2017 - 10.2020
- Monitored overdue accounts and tracked new payments while documenting ongoing issues. Used persuasive communication persuasive communication skills to secure payments for credit accounts and claim balances. ed accounts, and notified customers of additional responsibilities.
- Responded to customer requests for products, services, and company information.
- Facilitated communication with clients to resolve outstanding debts effectively.
- Executed collection strategies to achieve timely payments and minimize delinquencies.
- Negotiated repayment plans tailored to individual client circumstances, enhancing recovery rates.
- Managed collection activities, ensuring compliance with industry regulations and company policies.
- Developed and implemented strategies to effectively resolve outstanding debts and improve recovery rates.
Receptionist Administrator
Saint Francis Nursing & Rehabilitation Center
101 Plantation Street, Worcester Ma 01604
11.2002 - 05.2016
- Receptionist/Secretary responsible for accepting incoming postage and routed items to appropriate staff. Warmly greeted guests promptly and offered necessary assistance. Assisted gathering supplies and coordinating locations for meeting and office events. Reached out to patients to schedule appointments and obtain information for ... staff. Supported needs of office staff and other administrative team members. Used a multi-line phone system to answer incoming calls and transfer callers to the appropriate department. Transcribed meetings at the end of the month and assisted with monthly billing tasks.
- Managed multi-line phone system to handle incoming inquiries and appointments efficiently.
- Coordinated patient scheduling, ensuring optimal use of provider time and resources.
- Scheduled patient appointments efficiently to maximize provider availability; ensured optimal use of provider time and resources.
- Processed patient registrations and insurance verification with attention to detail.
- Maintained organized patient files, enhancing accessibility for medical staff.
- Welcomed visitors and customers, delivering friendly and knowledgeable assistance to create a positive first impression.
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Coordinated communication between medical staff, patients, and families to enhance service delivery.
- Implemented filing system improvements, increasing document retrieval efficiency for patient records.
- Oversaw inventory management of office supplies, optimizing resource allocation within the facility.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors a positive first impression.
- Handled complaints and questions, and redirected calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors; monitoring security by verifying visitor credentials and issuing visitor badges.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues' needs or concerns.
Education
AS - Liberal Arts
HS Diploma - undefined
Skills
- Medical Scheduling
- Insurance Verification
- Accounts Receivable
- Revenue Recovery
- Customer Service
- Microsoft Office
- Epic
- Problem-solving
- Organization and time management
- Teamwork and collaboration
- Client relations
- Critical thinking
- Data entry
- Customer service
- Active listening
Microsoft Excel
Microsoft outlook
Scheduling
Follow-up skills
Appointment scheduling
Data collection
Clerical support
Filing
Account updating
Multi-line phone talent
Administrative support
Payment processing
Personal Information
Title: ADMINISTRATIVE PROFESSIONAL
Timeline
Customer Service Representative - Carles River Medical Associates
03.2024 - 12.2025
Receptionist - Auburn Dermatology & Laser Center
11.2020 - 08.2023
Debt Collection Specialist - Cognizant Technology Solutions
02.2017 - 10.2020
Receptionist Administrator - Saint Francis Nursing & Rehabilitation Center
11.2002 - 05.2016
South High School - HS Diploma,
Quinsigamond Community College - AS, Liberal Arts