Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Hollingsworth-Taylor

Lexington,KY

Summary

Motivated individual skilled in leading teams to success. Solid foundation in conflict resolution and communication enables effective navigation of challenges and fostering of positive work environment. Strong leadership skills and problem-solving abilities guide high-performing teams in fast-paced settings, setting a positive example and promoting teamwork to achieve goals. Collaborates with management to ensure seamless operations across organization.

Overview

27
27
years of professional experience

Work History

Front Office Team Lead

Kentucky Cardiology
02.2023 - Current
  • Conducted regular performance evaluations of front office employees to provide constructive feedback on areas of improvement.
  • Monitored staff performance regularly, identifying opportunities for improvement and providing targeted coaching as needed.
  • Improved front office efficiency by streamlining processes and implementing new task management systems.
  • Optimized team performance by providing regular feedback, coaching, and training to front office personnel.
  • Assisted in recruiting top talent for front office positions, conducting interviews and evaluating candidates based on skillset and fit within company culture.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Supported clinical staff in delivering high-quality care through timely completion of necessary administrative tasks.
  • Streamlined patient registration processes by implementing efficient check-in procedures.
  • Facilitated communication between patients, families, medical professionals, support staff, insurance carriers using effective interpersonal skills.
  • Managed patient records with strict adherence to HIPAA regulations, ensuring confidentiality and security of sensitive information.
  • Handled high call volumes with professionalism and efficiency, addressing patient concerns and directing calls as appropriate.
  • Developed and maintained positive relationships with patients, providers, and other healthcare professionals to promote a collaborative work environment.
  • Collaborated with medical staff to coordinate patient flow and ensure timely access to care.
  • Coordinated referrals and authorizations for specialist consultations or treatment plans as needed.
  • Enhanced patient satisfaction through prompt responses to inquiries, accurate appointment scheduling, and clear communication of policies.
  • Assisted with training new front office staff members on essential job duties and procedures, ensuring a smooth onboarding process.
  • Maintained a well-organized front office environment, contributing to a positive patient experience.

Private Elderly Caregiver

Self Employed
01.2019 - 02.2023
  • Performed light housekeeping tasks to maintain a clean and comfortable living environment for clients.
  • Assisted clients with daily living activities such as bathing, dressing, grooming, and toileting for improved hygiene.
  • Enhanced client safety by closely monitoring health conditions and promptly addressing any concerns.
  • Facilitated social engagement for clients by organizing outings, accompanying them on walks, or engaging in conversation.
  • Delivered nutritious meals tailored to individual dietary needs while respecting client preferences.
  • Managed medications according to physician orders, ensuring proper administration and adherence to schedules.
  • Improved elderly clients'' quality of life by providing compassionate and attentive care.
  • Provided mobility support through transfers, ambulation assistance, and the use of adaptive equipment.
  • Coordinated transportation services for medical appointments or personal errands as needed for uninterrupted daily living routines.
  • Offered companionship during difficult times by providing emotional support and empathetic listening skills.
  • Maintained detailed records of client progress, observations, and care plan adjustments for enhanced continuity of care.
  • Served as a reliable point of contact for families by providing consistent communication regarding the health status of their loved ones.
  • Supported clients'' cognitive function through mental stimulation exercises such as puzzles or reminiscence therapy.
  • Trained new caregivers on best practices in private elderly caregiving to maintain consistency across team members.
  • Maintained clean, safe, and well-organized patient environment.
  • Offered companionship and kindness to elderly patients.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Assisted disabled clients to support independence and well-being.
  • Documented daily activities and changes in client condition to enable tracking history and maintain accurate records.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Maintained strong connections within caregiver community to gain continuous knowledge.
  • Entrusted to handle confidential and sensitive situations in professional matter.

Service Facilitation Manager

K & D Personal Care
10.2011 - 01.2018
  • Managed and motivated employees to be productive and engaged in work.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Organized professional development programs for staff, leading to improved performance and skill sets.
  • Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Managed senior-level personnel working in marketing and sales capacities.

Benefits Eligibility Worker

Portsmouth Social Services
01.2003 - 01.2010
  • Assisted clients with accurate eligibility form, application and document completion.
  • Resolved discrepancies with client applications to verify eligibility.
  • Communicated with people from various cultures and backgrounds on application process.
  • Processed and certified documents for accuracy and compliance with government regulations.
  • Expedited case reviews by promptly responding to requests for additional information or documentation from supervisors or other agencies.
  • Managed processing of financial assistance and food stamp benefits applications.
  • Streamlined application processing times by maintaining thorough knowledge of program rules, regulations, and requirements.
  • Exemplified professionalism and commitment to public service excellence by consistently meeting or surpassing established performance metrics related to application processing speed, accuracy, and client satisfaction ratings.
  • Proactively identified potential fraud cases through diligent review of application materials and referral to appropriate channels for further investigation.
  • Collaborated with team members to ensure consistent delivery of services and optimal client outcomes.
  • Established rapport with clients through empathetic listening, clear communication, and professional demeanor during interviews.
  • Maximized departmental efficiency by maintaining a well-organized workspace and filing system, ensuring easy retrieval of necessary documents at all times.
  • Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Enhanced client satisfaction by providing efficient and accurate eligibility assessments for various social service programs.
  • Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
  • Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
  • Interviewed applicants and explained scope of different available benefits.

Patient Service Representative

Med Assist, Inc
08.2000 - 12.2002
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
  • Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
  • Interviewed applicants and explained scope of different available benefits.
  • Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.

Assistant Billing Office Nabager

Grand Furniture
07.1997 - 07.2000
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Organized and detail-oriented with a strong work ethic.
  • Assisted with hiring, training and mentoring new staff members.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Supervised guests at front counter, answering questions regarding products.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Provided exceptional customer service, resolving issues promptly and ensuring repeat business.

Education

Certificate Of Technical Studies - Medical Administrative Assistant

Medical Career And Technical College
Richmond, KY
02.2023

Practical Nursing Diploma - Practical Nursing

SPS/L. Obici Hospital School of Practical Nursing
Suffolk, VA
02.2011

Associates Of Science - Paralegal Studies

Sullivan College
Lexington, KY
07.1990

High School Diploma - College Preparatory

Harlan High School
Harlan, KY
05.1987

Skills

    Accountability

    Effective Communication

    Teamwork

    Customer Service

    Respectful

Timeline

Front Office Team Lead

Kentucky Cardiology
02.2023 - Current

Private Elderly Caregiver

Self Employed
01.2019 - 02.2023

Service Facilitation Manager

K & D Personal Care
10.2011 - 01.2018

Benefits Eligibility Worker

Portsmouth Social Services
01.2003 - 01.2010

Patient Service Representative

Med Assist, Inc
08.2000 - 12.2002

Assistant Billing Office Nabager

Grand Furniture
07.1997 - 07.2000

Certificate Of Technical Studies - Medical Administrative Assistant

Medical Career And Technical College

Practical Nursing Diploma - Practical Nursing

SPS/L. Obici Hospital School of Practical Nursing

Associates Of Science - Paralegal Studies

Sullivan College

High School Diploma - College Preparatory

Harlan High School

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Michelle Hollingsworth-Taylor