Michelle Martinez
Orlando,FL
Summary
Experienced Customer and Client Support Professional who brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Customer Care Advocate
IRYTHM Technologies
Chicago, IL
04.2023 - Current
- Answers inbound calls
- Provides an estimate of the potential patient responsibility based upon the benefits coverage
- Makes outbound phone calls to patients to discuss payment options
- Documents in Salesforce all details surrounding patient's healthcare benefit coverage and recommend appropriate payment options, if needed
- Updates records with complete patient and insurance information
- Assists and cross train in other departments as business needs dictated during critical times
- Maintains confidentiality of patient data and medical records in compliance with HIPAA regulations
- Maintains consistent work presence and impact during normal business hours, and is available for ad hoc check-ins with managers and/or team leads
- Deliver on challenging work objectives, including meeting daily, weekly and/or monthly productivity metrics
- Produce high-quality, high-volume work by leveraging self-motivation and initiative in a remote work environment
- Provide superior customer care by troubleshooting customer/patient issues relating to product, services, and patient enrollment
- Respond to inquiries, complete order fulfillment and provide information to external and internal customers and accounts
- Maintain a positive attitude and working relationship with all customers, patients and iRhythm associates
Client Support Analyst
U.S. Legal Support
San Diego, CA
11.2020 - 04.2023
- Investigated and researched problems thereby ensuring proper corrective action is taken
- Quickly addressed clients and sales partners inquires and resolved any issues to final resolution
- Set-up new client accounts via the company portal
- Direct, coach, and prepare new clients to use portal features
- Performed transcript/video status checks
- Field incoming inquiries from clients around price quotes for jobs which have already been performed
- Express genuine interest and retain knowledge of the type of legal services offered
Insurance Verification Specialist
The Woman’s Center
Orlando, FL
07.2016 - 01.2020
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Collaborated with team members to resolve discrepancies in insurance verification, ensuring proper billing practices.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Enhanced claim processing efficiency by verifying insurance coverage and obtaining pre-authorizations for procedures.
Executive Administrative Assistant
RW Vacations
Orlando, FL
02.2015 - 02.2017
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
- Assisted in event planning efforts, executing successful corporate functions that bolstered brand image and networking opportunities.
- Streamlined office operations by implementing efficient filing systems and managing executive calendars.
- Handled confidential and sensitive information with discretion and tact.
- Answered high volume of phone calls and email inquiries.
- Screened calls and emails and responded accordingly to support executive correspondence.
Sales Verification Supervisor
Ultimate Vacations
Orlando, FL
02.2011 - 07.2016
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Utilized strong negotiating techniques for retention and upselling.
Education
High School Diploma -
Penn Foster
Scranton, PA06.2010
Skills
- Active Learning
- Call center experience
- Data entry proficiency
- Complaint Handling
- Follow-up skills
- Coaching abilities
- Empathy Display
- Dispute Resolution
- Assertiveness
- Persuasion techniques
- CRM software proficiency
- Customer Service
- Inbound Customer Service
- Customer Relations
- First Call resolution
- Data Entry
- Documentation And Reporting
- Payment Processing
- Billing coordination
- Database Research
- Conflict Mediation
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Computer Skills
- Relationship Building
- Microsoft Office
- Product Knowledge
- Quality Control
- Administrative and Office Support
- MS Office
- De-Escalation Techniques
- Inbound Call Management
- Sales and Upselling
- Medical terminology knowledge
- Product Sales
Timeline
Customer Care Advocate
IRYTHM Technologies
04.2023 - Current
Client Support Analyst
U.S. Legal Support
11.2020 - 04.2023
Insurance Verification Specialist
The Woman’s Center
07.2016 - 01.2020
Executive Administrative Assistant
RW Vacations
02.2015 - 02.2017
Sales Verification Supervisor
Ultimate Vacations
02.2011 - 07.2016
High School Diploma -
Penn Foster