Michelle Hunter
Houston,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in medical insurance industry. With emphasis on Medicare/Medicaid .Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Provider Services Specialist
UnitedHealthcare
04.2012 - 04.2024
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Entered appeal requests in appeals system
- Identified incorrectly processed claims and completed adjustments to reprocess claims.
- Verified claims for payment adhered to proper claims handling procedures.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 98%
- Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Human Resources Administrator
Mercer
07.2010 - 03.2012
- Directed and controlled various benefit programs, including 401K, medical, dental and vision packages.
- Liaised between multiple business divisions to improve communications.
- Oversaw HR functions, including hiring, staffing, training, payroll and labor law compliance.
- Managed benefits enrollment by answering questions and aiding employees with login details
- Addressed employee conflicts with appropriate urgency, following all corporate procedures
- Directed and controlled various benefit programs, including 401K, medical, dental and vision packages
Education
High School Diploma -
Houston Community College
Houston, TX12.1992
Skills
- Verbal and Written Communication
- Issue and Complaint Resolution
- Understanding Customer Needs
- Customer Data Confidentiality
- De-escalation Techniques
- Upbeat and Positive Personality
- Cultural Awareness and Sensitivity
- Computer Proficiency
- Microsoft Office Suite
- Healthcare Industry Knowledge
- Data analysis proficiency
- Effective Multitasking
- Policy Interpretation
- Medicare and Medicaid knowledge
- HIPAA Compliance
- Claims Processing
Timeline
Provider Services Specialist
UnitedHealthcare
04.2012 - 04.2024
Human Resources Administrator
Mercer
07.2010 - 03.2012
High School Diploma -
Houston Community College