Michelle Hickman
Pittsburg,PA
Summary
Dynamic professional with experience in customer service and patient support roles. Known for exceptional adaptability and collaboration, contributing to streamlined processes and improved communication among teams.
Overview
24
24
years of professional experience
Work History
School Aide
Gateway School District
Pittsburgh, PA
09.2025 - Current
- Assisted teachers in classroom management and student engagement when needed
- Facilitated communication between students, educators, and faculty
- Assisted students with daily lunch hour
- Assisted cafeteria workers with daily breakfast and lunch
- Monitored and facilitated students incoming and outgoing at the cafeteria
- Monitored student behavior to ensure a safe and respectable atmosphere
- Assisted teachers with their daily/weekly planning, including copying, laminating, and coordinating the student hallways and activity displays
Patient Transporter
Air Star Transportation
Pittsburgh, PA
01.2025 - 10.2025
- Managed the transportation of a high volume of patients safely to and from various appointments, ensuring comfort and adherence to safety protocols.
- Assisted nursing staff with patient mobility needs, enhancing workflow efficiency in high-demand situations.
- Monitored patient conditions during transport, promptly reporting any changes to medical personnel and dispatch office.
- Maintained cleanliness and organization of transport equipment and vehicles, promoting a hygienic environment.
- Complete and record trip information on company laptop
Pharmacy Customer Service Representative
BlinkRX
Pittsburgh, PA
01.2023 - 01.2025
- Assisted customers via incoming calls, email, and chat format in navigating pharmacy services and resolving inquiries efficiently.
- Processed prescriptions accurately while ensuring compliance with regulatory standards.
- Maintained inventory levels by monitoring stock and placing orders as needed.
- Handled, followed up and problem solved on existing orders and inquires to resolve issues in a timely fashion while enhancing customer satisfaction.
- Accurately recorded patient demographics, insurance information, pertinent diagnosis, and allergy information.
Fraud Investigator
Ibex
Pittsburgh, PA
05.2021 - 01.2023
- Conducted thorough investigations of fraudulent claims to identify patterns and discrepancies.
- Analyzed data using fraud detection software to assess risks and prevent losses.
- Collaborated with cross-functional teams to develop effective fraud prevention strategies.
- Reviewed and interpreted financial documents to gather evidence for investigative purposes.
Lead Referral Coordinator
UPMC
Pittsburgh, PA
06.2004 - 10.2010
- Coordinated patient referrals for all incoming patient transfers via Dr. to Dr. phone calls. Recorded patient medical conditions. Coordinated patient transfers via flight or ground transportation.
- Maintained comprehensive knowledge of insurance protocols to ensure compliance and minimize claim denials.
- Developed training materials for new team members, fostering a collaborative learning environment.
- Streamlined referral processes by implementing best practices, reducing turnaround times significantly.
- Acted as a liaison to update any changes in medical conditions to administration, nurses, case managers, and physicians on incoming patients.
Transplant Financial Analyst
UPMC
Pittsburgh, PA
06.2002 - 07.2004
- Determined financial clearance for transplant recipients at the Thomas E. Starzl Institute
- Secured insurance verification prior to treatment
- Obtained insurance authorizations/referrals for all lines of business
- Accurately recorded medical and clinical information for patient files.
- Attended clinical meetings to follow the patients flow through the transplant process.
- Met with patient and families to discuss patient financial responsibilities.
Education
High School Diploma -
Mount Alvernia
Millvale, PA06-1990
Skills
Ticketing System Implementation
Customer Feedback Analysis
Professional Development
Customer Satisfaction Metrics
Leadership
Problem Solving
Excellent Customer Service
Timeline
School Aide
Gateway School District
09.2025 - Current
Patient Transporter
Air Star Transportation
01.2025 - 10.2025
Pharmacy Customer Service Representative
BlinkRX
01.2023 - 01.2025
Fraud Investigator
Ibex
05.2021 - 01.2023
Lead Referral Coordinator
UPMC
06.2004 - 10.2010
Transplant Financial Analyst
UPMC
06.2002 - 07.2004
High School Diploma -
Mount Alvernia