Michelle Martinez

• Manage high call volumes with professionalism, empathy, and strong attention to detail in a fast-paced environment.
• Assist clients with insurance quotes, ensuring tailored solutions that meet their specific needs and budgets.
• Resolve policyholder inquiries efficiently, enhancing customer satisfaction and retention.
• Process policy changes accurately and timely, maintaining compliance with company and regulatory standards.
• Collaborate with internal teams to escalate and resolve service and technical issues, contributing to seamless client onboarding and support.
• Utilize bilingual skills (English/Spanish) to effectively communicate with diverse clients and internal partners.

• Led thorough investigations of complex and sensitive complaints and grievances, applying strong analytical skills and ensuring detailed follow-up for resolution.
• Utilized critical thinking to address patient feedback promptly and in full compliance with organizational procedures and HIPAA/privacy regulations.
• Maintained positive relationships with members to enhance overall patient satisfaction and deliver high-quality service experiences.
• Adapted proactively to rapid organizational changes while consistently meeting performance and service standards.
• Conducted follow-ups with members to confirm resolution of issues, reinforcing commitment to excellent customer service and responsiveness.

Promoted to Member Services Coordinator due to strong performance and demonstrated expertise

• Effectively communicated case management notes to members’ health plans, primary care physicians, and internal teams, ensuring accuracy and timely information flow.
• Managed filing and retrieval of medical records with strict adherence to HIPAA guidelines, maintaining confidentiality and compliance.
• Handled a high volume of inbound calls (55+ per day) from members and providers, delivering professional and empathetic customer service.
• Trained and onboarded new hires, contributing to improved staff performance and team productivity.

• Managed multi-line phone system, routing calls efficiently, delivering messages promptly, and greeting visitors professionally to ensure smooth office operations.
• Coordinated scheduling of meetings, appointments, and conference rooms to optimize team calendars and workflows.
• Maintained inventory by restocking supplies and placing purchase orders to support uninterrupted workflow.
• Received, sorted, and distributed incoming mail and packages accurately to appropriate recipients.
• Provided administrative support and assisted team members with special projects and daily tasks, demonstrating flexibility and collaboration in a fast-paced environment.

• Provided professional and efficient service in a high call volume environment with accuracy and empathy.
• Coordinated customer requests and schedules, ensuring seamless communication and timely follow-up.
• Processed payments and collected essential customer data while maintaining strict confidentiality and accuracy.
• Fostered positive customer relationships to support satisfaction and repeat engagement.