Michelle Hilborn
Traverse City,MI
Summary
Detail-oriented with proven expertise in customer service and patient management.
Skilled in HIPAA compliance and an understanding of needs of the elderly demographic.
Superior customer relations with personality to either calm an anxious person or make a bad day into a better one.
Knowledge of local area to provide insight to activities or outings.
Very organized and maintain an ability to multi-task
Familiarity of Cordia and the high level of service and standards that are upheld.
Overview
37
37
years of professional experience
Work History
Ski Lodge Associate
Hickory Hills
2025.10 - Current
- Supervised daily lodge operations to enhance guest satisfaction and streamline service delivery.
- Training in ski rentals to provide proper fit for safety
- Issued lift tickets
- Assisted in cafe taking orders for food and beverages
- Organized and maintained lost and found
Billing Specialist/Marketing Liason
NPalliative
2019.09 - Current
- Managed billing cycles and ensured timely invoicing for patient accounts.
- Audited billing discrepancies and resolved issues to maintain accuracy in accounts.
- Collaborated with patients & family to verify insurance eligibility and coverage details.
- Streamlined billing processes, enhancing efficiency and reducing turnaround time for claims submission.
- Call family members of patients to be liaison for payments
- Keep track of patients in facilities that we visit
- Send visit notes to specialists, providers, facilities and family members
- Field intake calls and explain our services
- Visit facilities and speak to managers and staff to make sure there are no issues with provider. If so, meet with COO to find resolution.
Wine Server
Mawby Winery
2018.05 - Current
- Provided exceptional wine service, enhancing guest experiences through knowledgeable recommendations.
- Developed and maintained comprehensive understanding of winery offerings and tasting notes.
Dental Assistant
Garfield Dental
2015.04 - 2018.04
- Assisted with patient intake and medical history documentation to streamline office workflow.
- Prepared treatment rooms by ensuring all instruments and materials were sterilized and organized.
- Educated patients on oral hygiene, preventive care, and post-treatment instructions to enhance patient outcomes.
- Coordinated patient scheduling and follow-up appointments to optimize practice efficiency and reduce wait times.
- Implemented infection control protocols, maintaining compliance with OSHA standards to ensure patient safety.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
Chiropractic Assistant
Vanskyhock Chiropractic
2007.01 - 2015.04
- Assisted in patient intake and scheduling, ensuring efficient clinic operations.
- Managed patient records using electronic health record systems to maintain data accuracy.
- Supported chiropractors during treatments, enhancing patient comfort and care quality.
- Educated patients on treatment plans and home exercises, fostering adherence and recovery.
- Trained new staff on office procedures and patient management techniques, promoting team efficiency.
- Coordinated community outreach programs to promote chiropractic services, increasing patient engagement.
- Answered phones to respond to customer questions, provide information and schedule appointments.
- Developed strong rapport with patients leading to high levels of trust and satisfaction, fostering long-term relationships.
- Educated patients on chiropractic care benefits, resulting in increased referrals and new client acquisition.
- Greeted incoming visitors warmly and directed patients to appropriate areas to keep office running smoothly.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Assisted chiropractor during patient exams to implement treatment plans quickly.
Michigan Sales Manager
Traverse City Convention and Visitors Bureau
1995.05 - 1996.10
- Developed and implemented sales strategies to enhance visitor engagement and increase event attendance.
- Fostered relationships with local businesses to create collaborative marketing initiatives that promoted Traverse City as a premier destination.
- Analyzed market trends and competitor activities to refine sales approaches and identify growth opportunities.
- Coordinated promotional events and trade shows, showcasing the region's attractions to potential visitors and stakeholders.
- Established partnerships with tourism organizations, enhancing visibility and promoting collaboration across regional attractions.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Took clients on familiarization tours of the area to entice state conventions to be held here.
- Created a meeting planner guide
Concierge
Grand Traverse Resort and Spa
1989.05 - 1995.05
- Coordinated guest arrivals and departures, ensuring a seamless check-in experience.
- Provided personalized recommendations for local attractions and dining options to enhance guest satisfaction.
- Managed reservations for various amenities, optimizing resource allocation and availability.
- Assisted guests with special requests, demonstrating adaptability in high-pressure situations.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Trained new concierge staff, ensuring consistent high level of service across team.
- High recommendation volumes resulted in the ability to experience local attractions in-order to promote from first hand experience.
Education
Associate of Science - Dental Assistant
Northwestern Michigan College
Traverse City, MI05.2005
Bachelor of Arts - Tourism And Travel Management
Grand Valley State University
Allendale, MI12.1991
Associate of Arts - Tourism And Travel Management
Baker College
Owosso, MI06.1987
Skills
- Customer service
- Decision-making
- HIPAA compliance
- Customer engagement
- Relationship building
- Organization skills
Timeline
Ski Lodge Associate
Hickory Hills
2025.10 - Current
Billing Specialist/Marketing Liason
NPalliative
2019.09 - Current
Wine Server
Mawby Winery
2018.05 - Current
Dental Assistant
Garfield Dental
2015.04 - 2018.04
Chiropractic Assistant
Vanskyhock Chiropractic
2007.01 - 2015.04
Michigan Sales Manager
Traverse City Convention and Visitors Bureau
1995.05 - 1996.10
Concierge
Grand Traverse Resort and Spa
1989.05 - 1995.05
Associate of Science - Dental Assistant
Northwestern Michigan College
Bachelor of Arts - Tourism And Travel Management
Grand Valley State University
Associate of Arts - Tourism And Travel Management
Baker College