Michelle Cravens
Terre Haute,IN
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
9
9
years of professional experience
Work History
OFFICE MANAGER
GROUPS RECOVER TOGETHER
05.2023 - Current
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Worked with clients to ensure weekly meetings are scheduled and attended.
- Tracked weekly drug screens and accurately recorded results for use by providers and counselors.
- Greeted members and assisted with any needs regarding treatment were met.
- Presided over group meetings by taking attendance, giving announcements and preparing prescriptions for clients.
- Communicated with pharmacies on behalf of members.
- Improved client retention rates by engaging clients between meetings and encouraging attendance.
Intake Coordinator
ANABRANCH RECOVERY CENTER
04.2022 - 08.2022
- Streamlined the intake process by implementing efficient data collection and organization methods.
- Enhanced patient satisfaction with timely and accurate information during the intake process.
- Coordinated interdisciplinary communication for smoother transitions between care providers.
- Ensured regulatory compliance by maintaining up-to-date records and documentation.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Improved efficiency within the department by prioritizing tasks and managing time effectively.
- Trained new staff members on intake procedures, contributing to a well-prepared team.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Resolved issues related to insurance authorizations or medical necessity quickly, minimizing delays in service provision.
- Conducted initial assessments of patient needs and eligibility for various programs or services offered by the organization.
- Established rapport with patients through empathetic listening skills and providing relevant information regarding their care plans.
- Completed intake assessment forms and filed clients' charts.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Enhanced office productivity by handling high volume of callers per day.
- Entered referrals into appropriate system based on type of referral obtained.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Specialist
STAFFQUICK
08.2021 - 01.2022
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Maintained up-to-date knowledge of products and services to provide accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Conducted thorough research to address complex customer issues, ensuring complete resolution within specified timeframes.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Provided comprehensive support during periods of high call volume by adjusting schedules to accommodate increased needs efficiently.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Maintained and managed customer files and databases.
- Updated account information to maintain customer records.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Sales Manager
TEAM WIRELESS/RUSSELL CELLULAR
07.2020 - 08.2021
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
CARE MANAGER III
HAMILTON CENTER
07.2015 - 08.2018
- Enhanced patient care by developing and implementing individualized care plans.
- Improved patient satisfaction through effective communication and collaboration with interdisciplinary healthcare teams.
- Streamlined care coordination processes, resulting in timely referrals and access to appropriate resources.
- Promoted patient self-management by providing education on chronic condition management and healthy lifestyle choices.
- Managed complex caseloads, ensuring timely assessment, intervention, and documentation for optimal care outcomes.
- Facilitated family meetings to address concerns, establish goals of care, and provide psychosocial support.
- Conducted thorough assessments to identify patients'' needs, strengths, and barriers to achieving optimal health outcomes.
- Developed strong rapport with patients and families through empathetic listening and compassionate communication techniques.
- Implemented evidence-based interventions for diverse populations, supporting culturally competent care delivery practices.
- Maintained up-to-date knowledge of community resources by networking with local organizations and attending professional development opportunities.
- Served as a liaison between patients, families, physicians, insurance providers, and other healthcare professionals for seamless care coordination efforts.
- Utilized electronic health records systems proficiently for efficient documentation of clinical information according to regulatory standards.
- Participated in interdisciplinary case conferences fostering teamwork collaboration sharing best practice insights to optimize patient care outcomes.
- Prioritized time management effectively balancing competing demands within dynamic fast-paced healthcare environments.
- Educated clients and families on community resources, treatment options and health care services to better manage conditions.
- Participated in team meetings and trainings to stay updated on best practices and new developments in care management.
- Responded to emergency situations and provided support to promote client safety and wellbeing.
- Developed and implemented individualized care plans and coordinated necessary services to avail quality care for clients.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Communicated with patients, ensuring that medical information was kept private.
- Discussed medical histories with patients in effort to provide most effective medical advice.
Education
Bachelor of Science - PSYCHOLOGY
Liberty University
Lynchburg, VA07.2015
Associate of Applied Science - Business Administration
University of Phoenix
Tempe, AZ12.2013
Skills
- Data Entry
- Billing
- Employee Supervision
- Customer Service, Professionalism, Reliability
- Administrative Support
- Office/Staff Management
- Payroll and budgeting
- Clerical/Administrative Support
- Scheduling and calendar management
- Excellent multi-tasking ability
- Human Resources
Timeline
OFFICE MANAGER
GROUPS RECOVER TOGETHER
05.2023 - Current
Intake Coordinator
ANABRANCH RECOVERY CENTER
04.2022 - 08.2022
Customer Service Specialist
STAFFQUICK
08.2021 - 01.2022
Sales Manager
TEAM WIRELESS/RUSSELL CELLULAR
07.2020 - 08.2021
CARE MANAGER III
HAMILTON CENTER
07.2015 - 08.2018
Bachelor of Science - PSYCHOLOGY
Liberty University
Associate of Applied Science - Business Administration
University of Phoenix
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