Michelle Flores
Summary
Dynamic Front Desk Trainer, known for high productivity and efficient task completion. Adapting to Duly Health and Care's rapid growth. Recognized for fostering a positive environment and mentoring staff. Specializes in customer service training, conflict resolution techniques, and operational management. Excels in communication, problem-solving, and adaptability to ensure seamless front desk operations and enhance guest satisfaction through Front Desk Employee performance.
Overview
9
9
years of professional experience
2013
2013
years of post-secondary education
Work History
Front Desk Trainer
Duly Health and Care
05.2025 - Current
- Trained front desk staff on customer service and operational procedures.
- Developed training materials.
- Chamberlin Check Out Project- deployed to multiple sites to support and guide staff through Check Out Process.
- Monitored Front Desk Emails and Teams questions.
- Observations for Reception Staff to ensure everyone is following our process and procedures for Front Desk.
- PowerBI to track employee performance with collection goals.
Medical Receptionist
Duly Health and Care
01.2023 - Current
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
Front Desk Receptionist
Norridge Gardens
12.2021 - 01.2023
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
Assistant Manager
RA Sushi Bar and Restaurant
01.2017 - 11.2019
- Established open lines of communication with team for feedback and suggestions.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Education
High School Diploma -
Glenbard East High School
LombardPartial - General Studies
College of DuPage
Glen Ellyn, ILSkills
- Front desk operations
- Teaching and Training in large scale
- Effective communication
- Addresses concerns and challenges
- PowerBI
- Creates positive environment
- HIPAA compliance
- HIPAA guidelines
- Payment collection
- Patient relations
- Running the Elmhurst Orthopedic Office by myself
- Reliable and knowledgeable for my supervisor to rely on to answer other staff questions while she is out
- Proficient in Epic
- Customer service
- Problem-solving
- Collaboration and teamwork
- Critical thinking
- Adaptable and flexible
Additional Information
Professional Reference's:
Peggy Grubb- Supervisor
Christine Bojak- Colleague
Timeline
Front Desk Trainer
Duly Health and Care
05.2025 - Current
Medical Receptionist
Duly Health and Care
01.2023 - Current
Front Desk Receptionist
Norridge Gardens
12.2021 - 01.2023
Assistant Manager
RA Sushi Bar and Restaurant
01.2017 - 11.2019
High School Diploma -
Glenbard East High School
Partial - General Studies
College of DuPage