Michelle Mayo
Colchester,VT
Summary
I've spent many years in the customer service industry, building trust and relationships with each customer and providing a custom experience tailored to their needs. I can problem-solve and handle difficult situations calmly and professionally. I enjoy being organized and efficient. Able to work in a fast-paced environment, taking on multiple tasks. I learn fast and like to take on new projects. Building relationships with my co-workers and being part of a team is always a bonus. Also experienced with patient care coordination, administrative support, and healthcare operations. Utilizes communication skills to manage patient interactions and ensure accurate information flow—knowledge of healthcare procedures and administrative protocols for efficient service delivery.
Overview
2027
2027
years of professional experience
Work History
Patient Service Specialist
University of Vermont Health
1 South Prospect Street Burlington, VT 05401
04 2024 - Current
- Facilitated patient check-in processes to enhance service efficiency and reduce wait times.
- Managed patient scheduling using electronic health record systems to optimize appointment flow.
- Provided accurate information regarding insurance policies and procedures, improving patient understanding.
- Assisted patients in navigating healthcare services, ensuring a seamless experience throughout their visit.
- Collaborated with clinical staff to streamline communication and improve overall patient care coordination.
- Trained new team members on best practices for patient interaction and system usage, fostering team effectiveness.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
Service Manager
Twisted Wrench Garage
South Burlington
10 2015 - 02 2024
- * I was the service manager; my daily duties included scheduling appointments, checking in customers, assigning technicians their work orders, reviewing technician notes, and inputting notes into customers' files using RO writer. I explained vehicle concerns and recommended maintenance, provided thorough estimates, helped customers understand each repair, gave timelines for completing the work, and ordered parts for each job. I also checked that each job was completed within the time frame provided to the customer, reviewed each part's statement to ensure it was billed to the correct customer, spoke with parts specialists to find specialty parts for specific jobs, and checked in with technicians to ensure the jobs were performed correctly and efficiently while updating the customer as the job progressed. As each work order was closed, I calculated the time each technician spent on the job and attached it to the work order to ensure the billed hours matched the estimate. I also scanned documents, organized files, cleaned offices, managed inventory, provided repair solutions to customers, and handled complaints professionally and on time.
Service Manager
Capitol Pre-owned
Essex, Vt
06 2012 - 10 2015
- I performed the same duties listed for Twisted Wrench: daily customer interaction, filing, parts, cleaning, making estimates, and overseeing a team of technicians.
Shift Manager
Quiznos Subs
South Burlington, Vt
05 2008 - 06 2012
- As a shift manager, I completed customer orders, oversaw a team, and placed each team member in a specific position for their shift. I kept each team member on task, spending time efficiently and organizing breaks throughout the shift. I trained new team members. Ensured the restaurant stayed clean and up to code for health inspections. I prepped, provided dates, and rotated all prepared food products.
Education
High School Deploma - General
Colchester High School
Colchester, Vt06-2008
Skills
- * Great customer service
- * Very organized
- * Verbal and written communication, Able to relay information clearly
- * Professional behavior, while Friendly and approachable
- * Sorting and labeling
- * General office functions, eg, file/records maintenance, Document scanning
- * Time management
- * Policy reinforcement
- * Staff Management
- * Quick to learn
- * Proficient with RO Writer, AllData, RepairLink, Identifix, Synchrony, and My Shop Manager
- * Conflict resolution
- * Patient check-in
- * Communicating with care to patients/customers
- * Appointment scheduling
- * Confidentiality of patients, HIPAA compliance, and Patient identity verification
- * Multi-line telephone systems with phone etiquette
- * Medication Pre-authorizations and Insurance Pre-certification Process
- * Note-taking and documentation
- * Referral tracking
- * Proficient with Epic, Outlook, and Teams
Timeline
Patient Service Specialist
University of Vermont Health
04 2024 - Current
Service Manager
Twisted Wrench Garage
10 2015 - 02 2024
Service Manager
Capitol Pre-owned
06 2012 - 10 2015
Shift Manager
Quiznos Subs
05 2008 - 06 2012
High School Deploma - General
Colchester High School