Michelle Gray
Administrative Support Professional with 10+ years' experience in facilitating smooth day-to-day operations as well as excellent customer service for healthcare facilities. Excellent organizational skills to facilitate large number of patient appointments and call volumes while working independently (and often remotely); leveraging well-honed communication skills and exceeding corporate targets for customer satisfaction; entrusted to manage multiple projects and priorities and large amount of money. Administrative Support Professional with extensive experience and strong focus on internal/external customer service and teamwork. Key strengths include excellent organizational skills, effective time management, and willingness to assist other colleagues and departments during peak workload periods. Proven ability to exercise good judgment and handle difficult clients (and mental health patients) effectively. Works well with minimal supervision. Continuously seeks to enhance technical knowledge and work proficiencies. Core Competency Expertise includes: Excellent Customer Service Management ~ Office Operations Improvement High-volume calls on multi-line phone systems ~ Electronic Medical Records (EMR) ~ 10-key by touch ~ Executive & Patient Calendars ~ Paperless Office Document Management ~ Microsoft Office (Word, Excel, Outlook) ~ Video Conferencing (Doxie.me)
Work History
ISS Aide
3 Years 3 Months- Supported teachers with classroom instruction, reinforcing lesson concepts and guiding student participation.
- Supervised students during classroom transitions, lunch, recess, and other school activities.
- Prepared instructional materials, organized supplies, and maintained orderly learning environments.
- Assisted students with individualized needs, promoting engagement, safety, and respectful behavior.
Client Care Supervisor
3 Months- My job duties has a Client Care Supervisors, where I managed the front office, scheduling, accounting, billing accounts receivable and online marketing. I was the liaison for patients in an active emergency crisis. Maintain new and existing patients medical files. Over the course of my employment I achieved our company goal of by raising their reviews from 1.7 percent to a 3.9 percent in a fiscal quarter.
Patient Care Coordinator
3 Months- Support the doctors and MAs. Making sure to check patients in collect copay, coins and deb amount. Checking patients out and patient planning patient's account. Phone and email duties. Scheduling and rescheduling patients appointment.
Front Desk Supervisor
2 Years 5 Months- Support the Doctors, Nurse Practitioners, Counselors, TMS Coordinators and staff in the operation and development of the organization with 50+ patients a day operating in a high-end local community providing multiple types of services. Oversee reception and administration for the entire office with high customer service standards and excellent problem solving skills. Handle conflict resolution with mental health patients on a wide variety of topics. Handle employee and provider relations issues.
- Implement procedural requirements for patient management to increase intake by at least 7%.
- Organize monthly scheduling to increase patients seen daily and increase patient satisfaction by 15%.
- Handle financial collections from patients and coordinate with their insurance providers / carriers. Verify insurance online and by phone to mediate communication issues with patients, and continue to grow the organization's operations.
- Train incoming staff on office procedures and patient communication practices along with overseeing development of procedural protocols. Handle communication escalations for patients and staff.
Customer Service Representative (CSR)
8 Years 5 Months- Manage full scope of calls addressing customer service inquiries within a timely manner and with accurate efficiency for large healthcare facility. Exceed corporate targets for customer satisfaction for 6 months in a row.
- Manage high volumes of call flow daily (up to 150 calls in the queue per minute). Properly direct inbound calls in phone queues to improve call flow.
- Built customer loyalty by placing follow-up calls to customers who reported product issues.
- Collect customer feedback and made process changes to exceed customer satisfaction goals.
- Demonstrate mastery of customer service call scripts within specified timeframes.
Education
- Upper secondary education
Associate of Arts - Criminal Justice
Skills
Certification
Languages
Personal Information
- Title: Customer Service Representative
- Work Permit: Authorized to work in the US for any employer