Summary
Overview
Work History
Education
Skills
Technicalskills
Accomplishments
Timeline
Generic

Michelle Daniels

Baltimore,MD

Summary

An experienced professional with technical, administrative, and executive staff support. A dedicated and focused leader who excels at prioritizing, completing multiple tasks simultaneously, and providing superior support to clients, colleagues, and senior leadership. Adaptable and hardworking with a strong drive to succeed and follow through to achieve organizational goals.

Overview

20
20
years of professional experience

Work History

Business Segment Liaison, Clinical Administrative Coordinator In-House Complex Care Management – DC & GA Markets, Dual Special Needs Program

UHG Optum at Home
01.2019 - 10.2021
  • Prepared Daily Blended Census Tracker Report for GA Market – Dual Special Needs Program
  • Monitored Risk Level work queues daily for DC and /GA Market Dual Special Needs Program through SalesForce/Pathway to assure Clinicians are assigned appropriately for field in-home visits to members
  • Identified members by geographic zip code pod area through SharePoint for appropriate Care Team Field Clinicians assignment
  • Determined source of change and task appropriately for a MEMBER VISIT and/or document through Communication Note in Pathway for DNC, DECLINED, HOSPICE, LTC, PLAN CHANGED, REFUSED, and UTR
  • Processed daily tasks to Care Navigator in order to schedule a member’s home visit with a Care Team Field Clinician based on risk level
  • Monitored and Ensure Accuracy of Fax Number for Primary Care Physician following HIPAA Compliance policy
  • Assist Clinical Service Manager with MCO Audit by verifying SOAP Note has been sent to Primary Care Physician and/or submit
  • Monitored DC/GA Market Inbox for Afterhours Triage Notifications, Post Discharge Summary and Voicemail Messages; Emailed Care Team to follow up with member, as required for a visit and/or to provide a useful resource
  • Prepared New Hires Onboarding Requisitions for equipment, cellphone, APPS/Drives, and supplies required for home office set up
  • Provided In-House training by me for three days obtaining HR Documents I-9, equipment set-up and WebEx Training alongside a Clinical Service Manager for prep field training
  • Submitted Collaborative Protocol Agreements to GA Composite Medical Board for Approval
  • Developed a new filing and organization system for office and clinical supplies
  • Purchased and maintained office supply inventory always being careful to adhere to budgeting practices, which has shown to be cost effective in savings
  • Processed office expense invoices for vendor payments, as well as my travel expense reimbursement through Concur APP
  • Maintained utmost discretion when dealing with sensitive topics, such as a terminated employee requisition removing system access and ordered Asset Recovery Boxes
  • Scheduled/coordinated meetings for GA Market Director of Clinical Operations and/or assisted with Field Clinicians travel arrangements
  • Special monetary award for outstanding work during June 2019 – September 2019 by the South-East Regional Director of Clinical Operations, as well was Nominated for the Superhero Award

Help Desk Coordinator

Executive Health Resources dba UHG
02.2012 - 01.2019
  • Provided technical assistance for 50+ queries per day via phone, email, and/or through an interactively medical facility client base across the United States
  • Proper ticket creation and tracking ensuring a resolution was completed in a timely manner
  • Demonstrating successful troubleshooting soft skills required to effectively communicate technical solutions to non-technical users
  • Technical aptitude, problem solving abilities, customer relationship skills, organization, and proper documentation in various systems in accordance with HIPAA
  • Utilized Salesforce Customer Relationship Management (CRM) software Implementation creating new client user profiles
  • Managed client information pertinent to confirming and retrieving patient information in more than 5,000 hospital facilities located across the United States through the Optum Executive Health Resources Dashboard
  • Trained current and new clients to navigate new platform through LINK
  • Assisted with password resets through the Exchange Admin to those users who haven’t migrated to the new LINK platform, as well as worked closely with Optum ID Support, providing client information for a password reset
  • Collaborated with Call Center Managers, Human Capital Partners, and other key stakeholders to perform daily call center activities
  • Performed advanced customer service and support to identify, resolve, and diagnose IT problems related to accessing patient database
  • Liaison between users and IT Managers to escalate advanced IT issues
  • Contributed to innovative planning for call center systems by participating in user acceptance testing to train and deploy new end-user functionalities to clients
  • Prepared call volume forecast reports by collecting, analyzing, and summarizing data to notify senior leadership of employee status and availability in order to determine call center operational goals, productivity outcomes, and to appropriately staff and manage client caseload across the department
  • Monitored more than 50 medical staff through Cisco Unified Intelligence Center Agent Desktop to ensure the department was readily available to receive incoming client calls

Administrative Assistant

Executive Health Resources
03.2009 - 02.2012
  • Handled all incoming calls via Cisco telephone system and directed calls to appropriate staff
  • Liaison between Clinical Team and Physician Advisory Board to facilitate Live Case Presentations
  • Scheduled and coordinated meetings for physician teams and facility directors, accepted office deliveries, and greeted numerous vendors, including sales marketing team, VIPs, and vendors
  • Created hundreds of patient profiles using internal medical database
  • Performed Quality Assurance (QA) process to ensure patient information, demographics, and history were in accordance with HIPAA guidelines for transmission to the Physician Advisory Team for medical necessity case reviews
  • Verified, published, and updated clinical determinations to Electronic Medical Record (EMR) system for case managers and physicians to access and review

Medical Letter Editor

Executive Health Resources
09.2008 - 03.2009
  • Edited medical necessity recommendation letters following physician creation for electronic submission
  • Reviewed and analyzed patient information to ensure Medicare and Medicaid compliance standards in accordance with HIPAA guidelines

Front Desk Coordinator

Dr. James A. Dicke, Endocrinologist
04.2004 - 08.2008
  • Scheduled new and existing patient appointments and follow-ups
  • Ensured physician productivity by maintaining physician calendar, front office operations, and patient flow
  • Greeted and registered an average of 45 patients per day
  • Collected patient insurance information to obtain Prior Authorizations (PA) for specialized testing
  • Prepared daily payment reconciliation sheet of copays and self-pay patients
  • Created electronic patient profiles in Medical Mastermind
  • Organized and maintained patient charts and records
  • Ensured patient confidentiality in accordance with HIPAA guidelines
  • Prepared laboratory requisitions and prescription orders for mail order pharmacy companies
  • Supervised file clerk’s daily activities, including filing and offsite archiving of patient records and charts
  • Prepared and submitted clinical licensure to Maryland Board for processing under supervision of Office Manager

Medical Secretary

Towson Neurology Associates
07.2007 - 07.2008
  • Scheduled new and existing patient appointments and follow-ups
  • Ensured the productivity of three neurologists by maintaining their calendars and patient consultations
  • Greeted and registered an average of 55 patients per day
  • Collected patient insurance information to obtain Prior Authorizations (PA) for treatments and diagnostic procedures
  • Prepared daily payment reconciliation sheet of copays and self-pay patients
  • Created electronic patient profiles
  • Organized and maintained patient charts and records
  • Prepared laboratory requisitions
  • Managed medical transcription (MT) process between neurologists and medical transcriptionists to ensure accurate updates to patient records based on neurologists’ medical notes
  • Upheld patient confidentiality in accordance with HIPAA guidelines
  • Prepared and submitted clinical licensure to Maryland Board for processing under supervision of Office Manager

Clinical Unit Clerk

St. Joseph’s Medical Center
07.2001 - 11.2002
  • Established a deep understanding of medical terminology and practices in less than one year while supporting physicians and nurses in Orthopedics and the Neonatal Intensive Care Unit (NICU)
  • Demonstrated a comprehensive knowledge of hospital policies to process patient charts, including the amalgamation of nurse and physician notes through archival processing
  • Assisted nursing staff to maintain patient flow, supply inventory, and sterilized essential NICU equipment
  • Processed physician orders and transcribed physician written notes into Meditech for admission with routine procedures, including laboratory requests
  • Translated medical abbreviations into the appropriate long form

Education

General Educational Development Diploma -

Success Builders American Management Association

Skills

  • Adaptability
  • Administrative Support/Leadership
  • Emotional Intelligence
  • Flexibility
  • Self-Motivation
  • Medical Office/Front-Desk Coordination
  • HIPAA Rules and Regulations
  • Insurance Verification
  • Operations Management
  • Patient Relations
  • Physician Support
  • Problem Solving
  • Time Management
  • IT Software
  • Concur
  • Epic
  • Healthify
  • Intermediate SAP
  • Jabber
  • Microsoft 10
  • ProofPoint
  • MOrph
  • PowerPoint
  • Secure
  • IT Systems
  • IQue
  • Optum
  • Executive Health Resources Exchange Dashboard
  • ManageEngine ServiceDesk
  • Office365
  • Pathway
  • Salesforce
  • Cisco Unit Intelligence Center
  • WebEx

Technicalskills

Alchemy, Ariba, Allscripts, Concur, Epic, Healthify, Intermediate SAP, Jabber, Lytec, Meditech, Microsoft 10, Oracle, Pen-Rad, ProofPoint, TABS II, Lotus, Medical Mastermind, Meditech, mOrph, PowerPoint, Secure, IQue, Optum/Executive Health Resources Exchange Dashboard, ManageEngine ServiceDesk, Office365, Pathway/Salesforce, WebView Cisco Unit Intelligence Center (CUIC), WebEx

Accomplishments

Special monetary award for outstanding work during June 2019 – September 2019 by the South-East Regional Director of Clinical Operations, as well as Nominated for the Superhero Award.

Timeline

Business Segment Liaison, Clinical Administrative Coordinator In-House Complex Care Management – DC & GA Markets, Dual Special Needs Program

UHG Optum at Home
01.2019 - 10.2021

Help Desk Coordinator

Executive Health Resources dba UHG
02.2012 - 01.2019

Administrative Assistant

Executive Health Resources
03.2009 - 02.2012

Medical Letter Editor

Executive Health Resources
09.2008 - 03.2009

Medical Secretary

Towson Neurology Associates
07.2007 - 07.2008

Front Desk Coordinator

Dr. James A. Dicke, Endocrinologist
04.2004 - 08.2008

Clinical Unit Clerk

St. Joseph’s Medical Center
07.2001 - 11.2002

General Educational Development Diploma -

Success Builders American Management Association

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Michelle Daniels