Michelle Holmes
Austell,GA
Summary
Highly accountable and driven with more than ten years of experience in the area of personal injury, providing total oversight of case management from intake to settlement. Delivers excellent professionalism and customer service skills while maintaining a calm demeanor. Posses a well-rounded skill set, including the proven ability to work independently, and as a team-player in a fast-paced environment. Able to work efficiently across diverse cultures and communicate with people from various backgrounds.
Proficient in various legal and medical software systems.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Call Center Representative
Benevis Practice Management
Atlanta, Georgia
01.2024 - 02.2025
- Answer incoming calls from potential new patients and existing patient inquiries.
- Promptly address and resolve patient concerns.
- Manage a high volume of emails related to appointment scheduling requests.
- Worked collaboratively with other team members to meet departmental goals.
- Actively participate in cross-functional meetings related to improving patient relations.
Claim Specialist-Injury
State Farm Insurance Inc
Dunwoody, GA
04.2023 - 09.2023
- Independently managed a high volume of claims from initial report to resolution.
- Analyzed and determined a reasonable range of value to negotiate fairly with unrepresented claimants based on the merits of their case.
- Established initial reserves for all potential exposures and adjusted as appropriate throughout the claim.
- Collected supporting documentation and contacted attorneys, medical providers and no fault carriers, evaluating, negotiating, and moving the bodily injury claim to closure.
- Collaborated with legal teams and other stakeholders to resolve complex and disputed claims as quickly and accurately.
- Provided exceptional customer service by answering inquiries, addressing concerns, and keeping claimants informed throughout the claims process.
Attorney Liaison
Proco Medical Management
Marietta, GA
10.2021 - 03.2023
- Managed a high volume caseload of personal injury accounts, tracking the payment status of negotiated and current patient balances as well as the treatment status with attorney offices.
- Communicated effectively and updated patient accounts with attorney offices, insurance companies, and others to obtain case status, insurance information, and claims status.
- Assisted providers with evaluating cases, reviewing police reports, collecting information, and case-related issue-spotting.
- Compiled bills and records, as need for Attorney offices.
- Promptly answer questions from attorneys, paralegals, and case managers, resolve problems as they arise, and ensure general satisfaction for our attorney customers.
Pre Litigation Case Manager
MORGAN AND MORGAN
Atlanta, GA
10.2020 - 10.2021
- Managed and organized more than 120 files from intake to settlement.
- Gathered, analyzed and researched case related information and documents regarding facts, injuries/damages, liability, and insurance coverage to determine veracity of case.
- Arranged treatment with medical providers, keeping in constant communication and tracking costs.
- Drafted 15+ types of legal documents, including letters of representation, demand letters and final settlement documents.
- Requested and summarized medical bills and records upon completion of treatment.
- Negotiated all liens and final balances with medical providers and insurance company.
- Maintained and organized case files within the case management database.
Front Office Coordinator
PEACHTREE CENTER REHAB
Atlanta, GA
03.2008 - 10.2020
- Managed high-volume office front office , updated attorneys on patient treatment, provided bills and records to insurance adjusters, and processed record request for litigation via phone and email.
- Spoke with patients regarding co-pays and financial responsibility.
- Verified insurance. Filed electronic and paper insurance claims and managed private insurance, PIP/MPC and third party injury claims.
- Created, organized and maintained files and electronic health record database. Updated patient account information and collected patient demographics over the phone.
- Performed various administrative and clerical functions such as bookkeeping, collections, and paying office bills.
Education
Associate of Science - Medical Assisting
Everest College
Atlanta, GA03.2008
Skills
- Document drafting
- Legal research
- Client communication
- Case Management
- Detail-oriented
- Exceptional communication skills
- Time management
- Self-motivated
Certification
Notary Public - State of Georgia
- Commissioned through February 2026
Timeline
Call Center Representative
Benevis Practice Management
01.2024 - 02.2025
Claim Specialist-Injury
State Farm Insurance Inc
04.2023 - 09.2023
Attorney Liaison
Proco Medical Management
10.2021 - 03.2023
Pre Litigation Case Manager
MORGAN AND MORGAN
10.2020 - 10.2021
Front Office Coordinator
PEACHTREE CENTER REHAB
03.2008 - 10.2020
Associate of Science - Medical Assisting
Everest College
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