Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Leonard

Cambridge,USA

Summary

Versatile professional in the healthcare field. Skilled in building relationships with healthcare/ business professionals and patients alike. Excellent in communications and delivering quality service.

Overview

6
6
years of professional experience

Work History

Patient Service Representative - Affordability

Iqvia
12.2024 - Current
  • Participate in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Provide co- pay assistance information to pharmacies, facilities and provider's using guidelines given through HIPPA compliance and company guidelines.
  • Assist providers, pharmacies, and facilities understand rejections in order for corrections to be made and claim reversals when they can not be completed without our aid.
  • Provide exceptional customer service to patients, answering questions about program benefits and guidelines.

Pharmacy Technician

Ridley's Family Market
12.2022 - Current


  • Measure, mix and fill bottles with prescribed medications, and label them with directions and other relevant information for patients (under supervision of a pharmacist).
  • Contact provider's offices to confirm dosing instructions or to confirm their approval or request prescription renewals.
  • Work and send the daily order for patient prescriptions and stock supplies needed to keep the pharmacy functioning.
  • Aid with issues concerning patient's insurance.
  • Answer the phone and greet people at the counter.
  • Protect customer confidentiality 100% of the time through HIPAA guidelines.
  • Resolve customer complaints before escalating issues to management
  • Process payments using cash register

Customer Care Representative

Medical Transportation Management
12.2021 - 07.2022


  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Scheduled NEMT per guidelines for Medicare and Medicaid patients
  • Made corrections to scheduled trips (Cancelations, time changes, transportation companies)
  • Contacted transportation companies with changes, cancellations, and questions about ETA
  • Set up accounts in accordance to gas mileage reimbursement guidelines and explained process to clients

Customer Service Representative

Concentrix
05.2019 - 12.2020
  • Answered high volume of calls with efficacy and directed to corrected departments went I could no longer be of assistance
  • Use HIPAA guidelines to verify patients
  • Answer questions regarding claims, benefits, and authorizations to providers and their staff
  • Sent back claims upon request if the system would allow
  • Gave resources to providers and staff to research correct processes and codes for insurance reimbursement


Education

Associate of Applied Science - Veterinary Technology

Bel-Rea Institute of Animal Technology
Denver, Colorado
06.2014

Certificate of Completion - Medical Coding

Clover Park Technical College
Lakewood, Washington
06.2003

Certificate of Completion - Medical Office Specialist

Clover Park Technical College
Lakewood, Washington
03.2003

Skills

  • Client support
  • Extensive customer service experience
  • Customer relationship building
  • Effective stakeholder communication
  • Proficient in learning new computer programs
  • Knowledgeable in HIPAA compliance and medical terminology
  • Customer conflict resolution
  • Financial accounting
  • Process account payments
  • Process bank deposits
  • Reconcile cash registers
  • Document coding for transactions
  • Document matching for invoicing
  • Create delivery statements
  • Administrative support
  • Welcoming customers
  • Proficient in Microsoft Word, Excel, and Outlook
  • Proficient in operating office equipment
  • Document preparation and updates
  • Effective communication management
  • Team management
  • Team management and scheduling
  • Skilled in resolving file and account inconsistencies
  • Monthly report preparation
  • Decision-making for business outcomes

Timeline

Patient Service Representative - Affordability

Iqvia
12.2024 - Current

Pharmacy Technician

Ridley's Family Market
12.2022 - Current

Customer Care Representative

Medical Transportation Management
12.2021 - 07.2022

Customer Service Representative

Concentrix
05.2019 - 12.2020

Certificate of Completion - Medical Coding

Clover Park Technical College

Certificate of Completion - Medical Office Specialist

Clover Park Technical College

Associate of Applied Science - Veterinary Technology

Bel-Rea Institute of Animal Technology

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