Michelle Madison
Cincinnati,OH
Summary
Empowering Customer Care and Elevating Customer Satisfaction Resourceful and innovative professional committed to forging powerful business relationships and ensuring effective problem resolutions. Skilled in active listening and outstanding verbal and written communication. Prepared to deliver exceptional service, enhance retention, and drive productivity within organization.
Overview
17
17
years of professional experience
Work History
Patient Access Representative
Mercy Health Kenwood ENT
11.2024 - Current
- Facilitated patient check-in and registration processes, ensuring accurate data entry and verification.
- Managed insurance verification, resolving discrepancies to enhance patient access to services.
- Assisted in scheduling appointments, optimizing provider availability and patient flow.
- Provided exceptional customer service, addressing patient inquiries and concerns promptly.
- Collects copays as applicable and attempts to collect outstanding debt to facility/practice.
- Accurately balances the cash drawer and petty cash, completes end of the day finance procedures.
- Maintained confidentiality of sensitive information in compliance with HIPAA regulations.
Dr. Call Clerk
HUMANA PHARMACY
01.2018 - 01.2024
- Initiated outbound calls to medical offices to verify new MD addresses and fax numbers upon patient notification of change in MD. Solely managed outbound calls to pharmacies to facilitate prescription transfers.
- Received multiple awards, including The Associate of the Quarter Star Award 2021, Perfect Attendance Star Award 2022, and The Assisting with New Employee Training Star Award 2022, demonstrating commitment and excellence in performance.
- Handled 50+ outbound calls daily, efficiently addressing inquiries, new prescriptions, and clarifications, contributing to high-quality customer service.
- Initiated outbound calls to physician offices and pharmacies to follow up on needed clarifications and new prescription requests, ensuring timely processing.
- Demonstrated strong multitasking skills by navigating multiple system applications simultaneously, facilitating prompt and accurate prescription orders.
- Achieved or surpassed metric goals, reflecting dedication to meeting performance targets while upholding company standards and protocols.
- Coordinated prescription transfers to Humana Mail Order Pharmacy by verifying refill availability at local pharmacies, confirming patient details, and facilitating seamless transfer with Humana pharmacists.
- Reached out to patients to notify of prescription refill shortages, advising to contact MD, and addressing any additional questions or concerns, providing assistance or transferring to appropriate department.
Shipping & Receiving Clerk
HUMANA
01.2015 - 01.2018
- Oversaw secure packing, scanning, weighing, and shipment of members' medications, adhering to Humana and federal law packing procedures. Organized merchandise and facilitated its transfer to designated locations. Managed rotations across 7 different station types on daily basis.
- Processed outgoing mail orders efficiently while maintaining supplies at the workstation.
- Diagnosing and fixing minor mechanical issues with machinery used for processing prescription mail orders.
Order Entry Associate
HUMANA PHARMACY
01.2009 - 01.2015
- Maintained and updated files and handled inbound calls from members.
- Processed prescription orders, ensuring accuracy and adherence to protocols.
- Implemented meticulous data sorting and verification procedures, minimizing errors in system entries.
- Conducted thorough reviews and reconciliations of information, resulting in improved data integrity.
- Demonstrated strong organizational skills in file maintenance and management, contributing to smooth operations.
- Provided exceptional customer service by effectively handling inbound calls and addressing inquiries from various pharmacy patients.
Education
Associate of Applied Science (AAS) -
Cincinnati State Technical And Community College
Cincinnati, OHSkills
- Microsoft Office & Google Suite Medical Terminology & HIPAA Familiarity Project & Time Management Record / File Maintenance Administrative Support Analytical Planning & Organization Data-Entry Accuracy Proficient in Epic modules including EpicCare Ambulatory and InBasket
Timeline
Patient Access Representative
Mercy Health Kenwood ENT
11.2024 - Current
Dr. Call Clerk
HUMANA PHARMACY
01.2018 - 01.2024
Shipping & Receiving Clerk
HUMANA
01.2015 - 01.2018
Order Entry Associate
HUMANA PHARMACY
01.2009 - 01.2015
Associate of Applied Science (AAS) -
Cincinnati State Technical And Community College