Michelle Franco
El Paso,TX
Summary
Dynamic professional with strong interpersonal skills and a focus on customer service. Experienced in training new staff and managing patient interactions to foster a positive environment and ensure high-quality care.
Overview
15
15
years of professional experience
Work History
Receptionist PRN
El Paso Emergency Room
El Paso, TX
04.2025 - Current
- Registered patients by collecting personal and insurance information.
- Verified insurance coverage for emergency services and procedures.
- Coordinated patient flow by liaising with medical staff and departments.
- Assisted in resolving billing inquiries and payment issues.
- Trained new registrars on emergency department procedures and software systems.
- Maintained confidentiality of all medical records in accordance with HIPAA regulations.
- Processed paperwork for discharges, transfers, referrals, and authorizations.
- Managed front office customer service and appointment scheduling to enhance workflow.
Barista Trainer
Starbucks Coffee
El Paso, Texas
09.2019 - Current
- Trained new team members using positive reinforcement and respectful coaching.
- Handled cash, processing payments accurately to minimize errors.
- Conducted group and individual training for new employees.
- Learned preparation of all menu items and numerous off-label drinks to meet customer needs.
- Interacted with customers pleasantly during busy periods to promote a positive environment.
- Created diverse hot and cold drinks each shift, achieving high customer satisfaction scores.
Patient Access Specialist
Emerus
Horizon City, TX
01.2021 - 11.2024
- Secured patient information and confidential medical records, ensuring compliance with HIPAA standards.
- Collected and entered patient demographic and insurance data into a computer database.
- Managed patient financial obligations by processing deductibles and co-pay amounts.
- Executed pre-admission, admission, transfer, and discharge activities efficiently.
- Maintained composure in high-pressure situations to resolve conflicts effectively.
- Facilitated communication between patients and multiple departments to enhance service delivery.
Patient Representative / Receptionist
El Paso Animal Emergency, Valley Veterinary Care
09.2022 - 07.2023
- Monitored patient flow throughout day to maintain appointment times and schedules.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Supported patient admissions, discharges, and transfers to promote team productivity.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Provided excellent customer service to patients and medical staff.
Patient Representative II
Conifer Health, The Hospitals of Providence
01.2021 - 09.2022
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Verified any changes or data updates to patient records and checked insurance information at each appointment.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Mixologist
Eskimo Hut
06.2018 - 09.2020
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Assisted with inventorying beverage stock and bar supplies.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Input orders into system at point of sale and created guest checks.
Concessions Manager
Spectra, Paso Chihuahuas Stadium
03.2018 - 09.2019
- Coordinated concession team, food preparation and storeroom operations.
- Motivated staff to perform at peak efficiency and quality.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
In-Store Team Member I
Follett Higher Education Group
01.2013 - 04.2018
- Organized and recovered shelves, put away returns and cleaned spills and messes to maintain high standards throughout sales floor.
- Used cash register to tally purchases, collect payment and execute fast and friendly check-out experiences.
- Interacted positively with team members and customers to promote commitment to organization's vision and values.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Sales Associate
Motherhood Maternity
06.2013 - 08.2015
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Beauty Advisor & SR
Walgreens Pharmacy
06.2010 - 01.2013
- Developed in-depth product knowledge and kept up to date with latest trends in beauty to avail of resources and apply best practices.
- Recommended complementary purchases to customers, increasing revenue.
- Processed payments, entering sales in register for prompt customer service.
Education
PHLEBOTOMY - Phlebotomy
El Paso Community College
El Paso, TX12.2016
Bachelor of Arts - Multimedia Journalism, Communication, Marketing
University of Texas
El Paso, TX05-2014
High School Diploma -
Americas High School
El Paso, TX06.2010
Associate of Science - Nursing Associate, of Nursing
El Paso Community College
El Paso, TXSkills
- Venipuncture and specimen collection
- Healthcare compliance
- Customer relationship management
- Interpersonal skills
- Multitasking and prioritization
- Clerical support
- Adobe Photoshop and InDesign proficiency
- Constructive feedback
- Team leadership
Languages
Fluent in Spanish and English.
Timeline
Receptionist PRN
El Paso Emergency Room
04.2025 - Current
Patient Representative / Receptionist
El Paso Animal Emergency, Valley Veterinary Care
09.2022 - 07.2023
Patient Access Specialist
Emerus
01.2021 - 11.2024
Patient Representative II
Conifer Health, The Hospitals of Providence
01.2021 - 09.2022
Barista Trainer
Starbucks Coffee
09.2019 - Current
Mixologist
Eskimo Hut
06.2018 - 09.2020
Concessions Manager
Spectra, Paso Chihuahuas Stadium
03.2018 - 09.2019
Sales Associate
Motherhood Maternity
06.2013 - 08.2015
In-Store Team Member I
Follett Higher Education Group
01.2013 - 04.2018
Beauty Advisor & SR
Walgreens Pharmacy
06.2010 - 01.2013
PHLEBOTOMY - Phlebotomy
El Paso Community College
Bachelor of Arts - Multimedia Journalism, Communication, Marketing
University of Texas
High School Diploma -
Americas High School
Associate of Science - Nursing Associate, of Nursing
El Paso Community College
Similar Profiles
Crystal SanchezCrystal Sanchez
Registered Nurse at El Paso Emergency RoomRegistered Nurse at El Paso Emergency Room
Gina BuzoGina Buzo
Lead Emergency Management Operations Assistant at El Paso City/County Office Of Emergency ManagmentLead Emergency Management Operations Assistant at El Paso City/County Office Of Emergency Managment
Claudia VallesClaudia Valles
Outreach Specialist at El Paso Health Department, City of El PasoOutreach Specialist at El Paso Health Department, City of El Paso
Jaden Jose LugoJaden Jose Lugo
Cable Contractor / Communications Technician at Firm Step SolutionsCable Contractor / Communications Technician at Firm Step Solutions
Roy LunkwitzRoy Lunkwitz
Network Operations Technician at US ArmyNetwork Operations Technician at US Army