Michelle Dorsey
Warwick
Summary
Versatile Administrative Team Lead offering 11 years of experience in efficient front desk management. Successful at prioritizing tasks, maintaining organization and optimizing workflow. Accustomed to balancing high-volume inquiries with administrative needs for 40-member staff including 9 providers.
Overview
25
25
years of professional experience
Work History
Patient Access
South County Health
08.2023 - 04.2024
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Provided excellent customer service to patients and medical staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Educated patients on importance of preventive health care and insurance coverage.
Administrative Team Lead
South County Center for Women's Health
10.2012 - 08.2023
- Overseeing administrative personnel over 3 office locations.
- Responsible for building and overseeing complex providers schedules for optimal patient experience.
- Enhancing patient access and improving patient experience in the office by 30%.
- Constructed policies and procedures within the Practice to improve accuracy, efficiency and quality service.
- Conducts Performance reviews and disciplinary action using just culture algorithm.
- Assists director in any other required task or reporting necessary.
- Assisted coworkers and staff members with special tasks on daily basis
- Functioned as key resource within department on administrative matters and independently resolved issues and questions
- Maintained daily reports and advised executive leaders in decision-making processes
- Maximized clerical staff productivity by reorganizing training program and effectively supervising 11 employees
- Successfully helped create and implement new EMR
Billing Account Manager
Optum; Formally Light House Medical
01.2004 - 10.2012
- Accountable for High volume OBGYN practice.
- Significantly decreased A/R over 90days from over 13% to less than 3% within first year.
- Programming data analytics.
- Managing OBGYN, primary care, dermatology, and GYN oncology practices.
- Actively keeping accounts under 10% percent over 90 days.
- Performed billing, collection and reporting functions for office generating over $1 Million annually.
- Exceeded goals through effective task prioritization and great work ethic
- Reviewed billing problems, researched issues and resolved concerns
Workers Comp Claims Specialist
Optum; Formally Light House Medical
01.2003 - 01.2004
- Collaboratively worked with ConnCare located over multiple sites throughout CT to ensure payment for services.
- Resubmission of claims and reports within workers comp insurance.
- Actively tending to claims from beginning to end of receiving payments and denials.
Cashier Specialist
Optum; Formally Light House Medical
01.2002 - 01.2003
- Sorted insurance payments for over 50 different Medical Practice
- Completed spreadsheet of deposit amounts with 100% accuracy .
- Verified checks for bank deposit completion.
- Assisted cashier team with resolving problems and maintaining efficiency.
- Assisted cashier team with resolving problems and maintaining efficiency
Customer Service Representative
Lighthouse Medical Management
04.1999 - 01.2002
- Organized claims transmission to Medicare Part B for customers using CVS Pharmacy to purchase diabetic supplies and receiving proper reimbursement from Medicare Part B
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered 100 customer telephone calls promptly on daily basis
- Used Access database to pull more than 1000 claims from CVS and scrubbed file for errors
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
Education
No Degree - Diagnostic Medical Sonography
Community College of Rhode Island
Warwick, RI05.2026
Certified Professional Coder course through the AAPC -
Enos Medical Coding
Providence, RI2008
High School Diploma -
Glens Falls Senior High School
Glens Falls, NY06.1992
Skills
- 15 plus years of Experience with Medical Practices and Providers
- Microsoft Office including Excel and Power point
- Judgment and Decision Making
- Document and File Management
- Professional and Courteous
- Multitasking and Time Management
- Verbal and Written Communication
- Customer Experience
- Customer and client relations
- Process Improvements
- Call Center
- Policies And Procedures
- General Office Duties
- Customer Service
Timeline
Patient Access
South County Health
08.2023 - 04.2024
Administrative Team Lead
South County Center for Women's Health
10.2012 - 08.2023
Billing Account Manager
Optum; Formally Light House Medical
01.2004 - 10.2012
Workers Comp Claims Specialist
Optum; Formally Light House Medical
01.2003 - 01.2004
Cashier Specialist
Optum; Formally Light House Medical
01.2002 - 01.2003
Customer Service Representative
Lighthouse Medical Management
04.1999 - 01.2002
No Degree - Diagnostic Medical Sonography
Community College of Rhode Island
Certified Professional Coder course through the AAPC -
Enos Medical Coding
High School Diploma -
Glens Falls Senior High School
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