Michelle Meredith
San Antonio,TX
Summary
Experienced with handling member inquiries and delivering comprehensive support. Utilizes excellent communication and problem-solving skills to resolve issues efficiently. Knowledge of fostering positive member relationships and enhancing service satisfaction.
Overview
25
25
years of professional experience
Work History
Member Service Representative
PRG
06.2022 - 04.2025
- Provided members with a positive experience that leads to a satisfied member survey.
- Applied knowledge of USAA's Medicare Supplement and Life Insurance plans to assist members with foundational policy information, along with account and payment updates.
- Processed incoming payments, and reviewed payment history to resolve discrepancies.
- Conducted Medicare supplement coverage reviews, and sent Medicare supplement ID cards to members.
- Help members with policy changes, including beneficiary updates, child riders, dividend inquiries, payment frequency, and contract payor changes.
Customer Service Agent
Conduent
08.2020 - 12.2021
- Updated and maintained cardholder profiles, advising on verification procedures when necessary.
- Consistently met or exceeded performance metrics in alignment with employer expectations.
- Demonstrated empathy in handling difficult situations, fostering trust, and loyalty among customers.
Emergency Room Clerk III
Case HCS
08.2019 - 01.2020
- Registered patients in CHCS, verified demographic information, and updated expired records to ensure accuracy.
- Generated patient labels, medication sheets, and wristbands to facilitate efficient nurse triage.
- Entered physician orders from T Systems into CHCS for laboratory and radiology requests.
- Admitted patients into Essentris upon hospital admission, and coordinated the paging of medical services.
- Processed memorandums of transfer, scanned, and closed patient charts to maintain accurate end-of-day records.
Referral Coordinator
Cherokee Nation Businesses
11.2018 - 06.2019
- Processed and entered medical referrals into CHCS, ensuring timely physician review, and appointment scheduling.
- Coordinated virtual health appointments between patients and healthcare providers to facilitate accessible and efficient care.
- Scheduled military therapy and medication management appointments to support service members' mental health and medical needs.
Telephone Appointment Clerk
The Arora Group Inc
06.2017 - 11.2018
- Scheduled primary care and specialty appointments for active-duty service members, dependents, and retirees, ensuring timely access to medical services.
- Verified and updated patient demographic information in CHCS and DEERS, while facilitating communication with providers via AHLTA.
- Followed clinic standard operating procedures (SOPs) to maintain accuracy, prevent booking errors, and support efficient healthcare operations.
Telephone Appointment Clerk
Glacier Technical Solutions
02.2016 - 06.2017
- Coordinated and scheduled primary care and specialty appointments for active-duty service members, dependents, and retirees, while ensuring accurate patient records.
- Adhered to clinic SOPs to maintain compliance, prevent scheduling errors, and ensure efficient healthcare operations.
- Elevated client experiences through active participation in continuous improvement initiatives, and implementing feedback-driven enhancements to appointment processes.
Customer Service Representative
Alorica Inc
03.2013 - 01.2016
- Processed utility payments, established new and updated customer accounts, and facilitated service transfers to new addresses.
- Investigated missing payments and resolved customer concerns by de-escalation.
- Verified and read Medicare enrollment terms verbatim to customers during open enrollment to ensure compliance and informed decision-making.
- Actively participated in weekly team meetings to discuss updates, improve service strategies, and enhance customer satisfaction.
Customer Care Associate
West Business Services
12.2011 - 12.2012
- Enrolled callers in a free diabetes support program, ensuring a seamless and efficient process.
- Provided detailed explanations of program benefits, helping participants understand the available resources and support services.
Clinical Intake Specialist
Humana Insurance
11.1999 - 05.2010
- Managed inbound calls from medical facilities and doctors' offices, coordinating inpatient authorizations and outpatient referrals via phone and RightFax.
- Applied ICD-9 and CPT codes for accurate claims processing, while securing medical documentation for nurse research and medical director review.
- Collected and updated provider and hospital demographic information in the Provider Maintenance database to support accurate healthcare administration.
Education
Certificate - Medical Billing And Coding
Hallmark College
San Antonio, TX05.2011
Associate of Applied Science - Business Administration
Hallmark Institute of Technology
San Antonio, TXSkills
- Payment processing
- Customer account updates
- Effective communication
- Attention to detail
- Problem solving
- Team collaboration
- Complaint handling
- Data security techniques
- Escalation handling
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteImportant To Me
Healthcare benefitsCareer advancementWork-life balanceWork from home option401k matchPaid time off4-day work weekPersonal development programsCompany CulturePaid sick leaveTeam Building / Company RetreatsTimeline
Member Service Representative
PRG
06.2022 - 04.2025
Customer Service Agent
Conduent
08.2020 - 12.2021
Emergency Room Clerk III
Case HCS
08.2019 - 01.2020
Referral Coordinator
Cherokee Nation Businesses
11.2018 - 06.2019
Telephone Appointment Clerk
The Arora Group Inc
06.2017 - 11.2018
Telephone Appointment Clerk
Glacier Technical Solutions
02.2016 - 06.2017
Customer Service Representative
Alorica Inc
03.2013 - 01.2016
Customer Care Associate
West Business Services
12.2011 - 12.2012
Clinical Intake Specialist
Humana Insurance
11.1999 - 05.2010
Certificate - Medical Billing And Coding
Hallmark College
Associate of Applied Science - Business Administration
Hallmark Institute of Technology
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