MICHELLE LEE
Zachary,LA
Summary
Experienced Administrative professional with receptionist and administrative assistant experience. Support the medical office staff and perform tasks such as handling mail, taking phone calls, making patient appointments, preparing medical records, maintaining records, and controlling patient accounts. Maintain excellent patient relations and develop patient rapport. Collect, post, and manage account payments and charges for office visits, procedures, and labs. Skills include: Telephone Etiquette | Organization | Multitasking | Customer Service |Reporting Skills | Medical Terminology Insurance & Claim Support | Excellent Verbal and Written Communication| Data Entry | Problem Solving
Overview
25
25
years of professional experience
Work History
Customer Service Representative
CONCENTRIX
Fremont, CA
07.2020 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. (40-60 inbound calls daily)
- Placed orders for Anthem Blue Cross, Blue Shield over the counter benefits program through Walmart.com
- Collected deposits or payments and arranged for billing.
- Processed orders, forms, applications, and requests accurately and efficiently. Ex. Helped Clients File Taxes
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Completed insurance verifications and claim forms for patient intake and processing.
- Updated patient and insurance data and input changes into company computer system.
- Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
Claim Service Assistant
STATE FARM INSURANCE COMPANY
Baton Rouge, LA
01.1999 - 10.2018
- Answered up 50 incoming calls per week to set up new claims for customers impacted by wildfires, tornados, house fires, car wrecks, flat tires, and tow truck set ups
- Reviewed, closed out or reassigned 20 title documents per day to ensure compliance which assisted partners on the total loss team
- Partnered with 5 other states to research needed paperwork, file, order correct paperwork which assured the States certificate of coverage and disclosure for policies were in compliance
- Ordered police reports/search different websites 5 or 6 times a day to obtain insurance information so claims representative can successfully complete their handling of claims
- Transferred claim files to attorneys that handled suits, received new suits from Secretary of State office then compiled information to send to attorneys and set up new claims based on information on suit
- Requested bills and records from medical providers from other states daily
- Onboarded new hires throughout the years on the duties of claim service assistant
- Supported over 20 claim handlers daily by assessing house fire, ice damage, flooding, home loss contents at time of loss put in database for claim handlers to review
- Recipient of numerous awards for going above and beyond in customer service related activities and recognized for doing things outside the scope of the job.
- Maintained up-to-date knowledge of policies and procedures related to claims filing processes.
- Established strong working relationships with customers, vendors, internal staff members, and other stakeholders involved in the claims process.
- Provided assistance to external auditors in conducting audits on customer accounts when requested by management.
- Prepared financial statements for review by management based on information obtained from customer claims files.
- Assisted customers with filing insurance claims and processing paperwork in a timely manner.
Secretary 1
STATE FARM INSURANCE COMPANY
Baton Rouge, LA
03.2005 - 03.2006
- Performed data entry for employee timecards and recorded staff absences for a team of 10
- Created and submitted weekly reports on payment history and amounts sent to policyholders.
- Created and submitted monthly reports included Claim representative tally of claims closed /Claims still open and reasons still open
- Ensured timely delivery of outgoing reimbursement payment letters to State Farm policy holders
- Ordered office supplies from State Farm vendor, reserved conference rooms for management meetings
- Issued payments and reason for payments by US Mail to agencies and customers for claims handlers for injuries based on police reports, purchase/purchase of bills and records from medical providers
- Boxed and scanned files then sent to State Farm File storage
- Ensured claim representatives were kept apprised of current on mandatory training required by the department manager.
- Assisted with accounts receivable and accounts payable functions.
- Scheduled meetings and sent invitations specifying time and location.
Claim Service Receptionist
STATE FARM INSURANCE
Baton Rouge, LA
- Greeted customers in a friendly and professional manner.
- Prepared detailed invoices for services rendered according to company guidelines.
- Provided excellent customer service to ensure positive client experience.
- Verified insurance coverage with insurance companies by phone or online.
- Assisted with opening and closing procedures for the office on a daily basis.
- Processed payments for services rendered using computerized system or manual ledger bookkeeping methods.
Bank Teller
FIRST NBC BANK
New Orleans/Baton Rouge
Education
Medical Coding Certificate -
PENNINGTON COLLEGE
12.2018
High School Diploma / Nurse Assistant Training -
LE RABOUIN VOCATIONAL SCHOOL
Skills
- Telephone Etiquette
- Organization
- Multitasking
- Customer Service
- Reporting Skills
- Medical Terminology
- Insurance & Claim Support
- Excellent Verbal and Written Communication
- Data Entry
- Problem Solving
- Information Security
- Appointment Scheduling
- Inbound and Outbound Calling
- Microsoft Office Suite
- Technical Support
- Typing proficiency
- Payment Processing
- Staff Training
- Executive management support
- Microsoft Excel
- Call Center Operations
- Critical Thinking
- Microsoft Outlook
- Order Processing
- Stock management
Affiliations
- AAPC, 2017, Present, Training and credentialing organization for the business of healthcare, with more than 175,000 members worldwide who work in medical coding, medical billing, clinical documentation improvement, medical auditing, healthcare compliance, revenue cycle management, and practice management.
- YOUNG BUSINESS LEADERS, 07/2012, Present, Visited local schools and provided various business classes and how to save money to school children.
- SPECIAL OLYMPICS, 03/2004, Volunteered by helping the special needs children to compete in the Olympics
Zip
70791
State
LA
City
Zachary
Timeline
Customer Service Representative
CONCENTRIX
07.2020 - Current
Secretary 1
STATE FARM INSURANCE COMPANY
03.2005 - 03.2006
Claim Service Assistant
STATE FARM INSURANCE COMPANY
01.1999 - 10.2018
Claim Service Receptionist
STATE FARM INSURANCE
Bank Teller
FIRST NBC BANK
Medical Coding Certificate -
PENNINGTON COLLEGE
High School Diploma / Nurse Assistant Training -
LE RABOUIN VOCATIONAL SCHOOL