Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Conliffe

Dayton,OH

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.

Overview

17
17
years of professional experience

Work History

Central Scheduler

Iconma Temp Service
Dayton, OH
01.2024 - 03.2024
  • Scheduled patient appointments and maintained appointment records.
  • Answered phone calls in a professional manner while providing excellent customer service.
  • Assisted with scheduling referrals and prior authorizations.
  • Provided clerical support to the medical staff including filing, photocopying, faxing, and scanning documents.

Customer Service Representative

United Healthcare Group
Dayton, Ohio
10.2022 - 05.2023
  • Answered customer inquiries and provided accurate information regarding health insurance and services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Product Inspector/ Production Team Member

APS Materials
Dayton, Ohio
05.2019 - 03.2022
  • Inspected and tested incoming materials to ensure compliance with quality standards.
  • Verified accuracy of product specifications, drawings, and measurements.
  • Reported any discrepancies or defects in products to supervisors.
  • Analyzed test results and documented findings according to company guidelines.
  • Maintained records of inspection activities and generated reports as required.
  • Performed calibrations and adjustments to equipment used in the inspection process.
  • Monitored production processes for conformity to safety regulations and quality standards.
  • Evaluated new components, materials, and technologies for use in product inspections.
  • Assisted in training new personnel on proper methods of conducting product inspections.

Unit Clerk/Lead CSR

Appalachian Regional Hospital
Beckley, West Virginia
07.2010 - 03.2019
  • Ordered office supplies, equipment, and other materials as needed.
  • Scheduled appointments for patients and coordinated transportation services when necessary.
  • Monitored faxes and emails for incoming orders or requests from physicians or other healthcare professionals.
  • Checked-in patients upon arrival at the facility, collected copays, verified insurance cards.
  • Prepared discharge summaries following completion of a patient's stay in the facility.
  • Reviewed medical records for completeness prior to release or transfer of files.
  • Assisted in maintaining inventory levels of medical supplies in assigned areas.
  • Acted as liaison between patients and family members and healthcare providers.
  • Assisted in the preparation of patient charts and medical records.
  • Greeted patients, answered phone calls, and provided general information to visitors.
  • Verified insurance coverage for incoming patients.
  • Performed data entry into an electronic health record system.
  • Maintained confidentiality of all patient information.
  • Provided support to physicians and nursing staff with administrative tasks.
  • Organized and maintained filing systems for patient records.
  • Assisted nursing and medical staff in clerical duties to support patient care.
  • Demonstrated knowledge in medical terminology to accurately transcribe physician orders.

Medical Office Receptionist

Dermatology Centers
Beaver, WV
01.2007 - 05.2010
  • Greeted patients and visitors in person or on the telephone, answering or referring inquiries.
  • Provided information to patients regarding appointment scheduling, office hours, billing, and insurance policies.
  • Scheduled patient appointments, collected co-pays and verified insurance coverage.
  • Entered patient information into electronic medical record system.
  • Verified patient demographic and insurance information at each visit.
  • Assisted with check-in, check-out procedures for all incoming, outgoing patients.
  • Prepared charts for upcoming appointments; updated existing charts with current information as needed.
  • Maintained filing systems for patient records and other documents as required by HIPAA regulations.
  • Responded to messages from physicians, nurses and other healthcare staff in a timely manner.
  • Answered multi-line phone system; directed calls accordingly to appropriate personnel or department.
  • Kept up with new developments in medical coding changes and requirements.
  • Gathered patient records for provider.
  • Scheduled appointments by telephone or in person.

Education

High School Diploma -

Woodrow Wilson High School
Beckley, WV
06-1993

Skills

  • Appointment Scheduling
  • Product Knowledge
  • Complaint resolution
  • Consultative Sales
  • Call Management
  • Paperwork Processing
  • Data Entry
  • Account updating
  • Scheduling
  • Inbound and Outbound Calling
  • Professional telephone demeanor
  • Microsoft Excel
  • Typing 45 WPM
  • Medical terminology knowledge
  • Computer Proficiency
  • Quality Control

Timeline

Central Scheduler

Iconma Temp Service
01.2024 - 03.2024

Customer Service Representative

United Healthcare Group
10.2022 - 05.2023

Product Inspector/ Production Team Member

APS Materials
05.2019 - 03.2022

Unit Clerk/Lead CSR

Appalachian Regional Hospital
07.2010 - 03.2019

Medical Office Receptionist

Dermatology Centers
01.2007 - 05.2010

High School Diploma -

Woodrow Wilson High School

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Michelle Conliffe