Michelle Fernandez

• Oversee and manage the Land Acquisition department, ensuring efficient operations and smooth transactions.
• Conduct market research and analyze current listings, land opportunities, and market trends to inform business decisions.
• Collaborate with wholesalers, realtors, and investors to identify and acquire new properties for development and investment projects.
• Review and verify permits with county offices, ensuring compliance with local regulations and zoning requirements.
• Prepare and process legal documents including Quit Claim Deeds and Notices of Commencement for property transactions.
• Assist clients and investors with real estate investment projects, providing guidance and support throughout the process.
• Respond to a high volume of emails and phone calls, addressing inquiries and providing exceptional customer service.
• Utilize CRM software to track tasks, maintain detailed records, and manage communication with clients, investors, and stakeholders.
• Pull and compile comprehensive reports on market data, property sales, and closings to support team decisions and strategy.
• Maintain strong relationships with clients, investors, and vendors, ensuring ongoing business development and project success.

• Mentored and coached team members on QA best practices and strategies to improve performance.
• Reported test progress, metrics, and results to project stakeholders for clear communication.
• Stayed up-to-date on industry regulations, ensuring compliance and continuous improvement.
• Created and implemented a test score sheet to evaluate customer service on call handling, rapport building, and accuracy of benefits and plan information.

• Assisted with DVA sample packages for CMS DVA Audits and submitted documents to Maximus, IRE, and external review entities.
• Conducted new hire system training for Medhok System.
• Managed and resolved member appeals, grievances, CTMs, and non-contracted provider disputes within required time frames and in compliance with Florida Federal and State laws.
• Investigated and resolved complex insurance claims and appeal denials, including root cause analysis and account adjustments.
• Created Part D cases in the C2C System and served as a subject matter expert (SME) in analyzing situations and recommending priorities.
• Developed and updated Standard Operating Procedures (SOPs) and policies, and led appeal and grievance training for new employees.
• Supported the Director and Manager in meetings to identify process improvements and prepared various data reports for A&G Management.
• Audited grievance calls from Customer Service and Marketing Sales, providing feedback to managers for coaching.

• Selected in assisting new hires in training, on handling calls and system documentation.
• Answered incoming calls from seven different States (FL, OH, WA, WI, TX, CA and SC).
• Handled outbound calls to members’ and providers’ offices.
• Cleared knowledge of UBO4 and CMS 1500 form.
• Met company Metrics above 95%.
• Selected for top performer in quality assurance and adherence.
• Assisted providers with their claims and appeal timely filing processing.

• Selected in assisting new hires in training on handling calls and system documentation.
• Reviewed customer records to ensure that appropriate modifications have been made to customer’s accounts.
• Assisted members by educating them about different plan options and incentive programs.
• Assisted providers with eligibility and authorization status.
• Review dental claims from Scion System.
• Engaged with upper management to ensure changes were made to improve services to providers and members.
• Assisted with projects for ACHA complaints Coordinated transportation to doctor appointments for our

beneficiaries.

• Worked side by side with Case Managers opening cases for members’ needs.