Michelle Mitchell
Butler,PA
Summary
I offer a unique combination of strong communication skills, innate customer service, organization and attention to detail. Among the computer programs I utilize are Microsoft Office, various POS systems, and a range of different IT programs within the hospital environment. Strong leadership and employee development/training are skills I have cultivated throughout my work history. I work well and maintain a positive demeanor in the most stressful situations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
36
36
years of professional experience
Work History
Licensed Hearing Instrument Specialist
Swift Audiology
04.2023 - Current
- Improved patient outcomes by conducting thorough hearing evaluations and providing personalized recommendations.
- Enhanced customer satisfaction with timely follow-up appointments and fine-tuning of hearing devices.
- Educated patients on proper care and maintenance of their hearing aids, resulting in reduced device malfunctions.
- Streamlined appointment scheduling and record-keeping processes for increased efficiency within the practice.
- Collaborated with audiologists to develop individualized treatment plans tailored to each patient''s needs.
- Provided exceptional customer service during fittings, adjustments, and troubleshooting sessions for optimal device performance.
- Maintained up-to-date knowledge on industry advancements through continuous professional development opportunities.
- Established a positive rapport with patients, fostering trust and loyalty to the practice over time.
- Reduced wait times for appointments by optimizing clinic workflow and implementing time-saving measures.
- Developed strong communication skills working with diverse populations to address varying degrees of hearing loss concerns.
- Managed inventory effectively to ensure availability of appropriate devices while minimizing costs associated with excess stock.
- Conducted regular equipment maintenance checks ensuring optimum functionality during patient testing.
- Educated clients about how to properly use, maintain and store devices.
- Liaised between insurance companies and patients streamlining the reimbursement process for hearing aid purchases.
- Counseled patients and families on communication strategies and effects of hearing loss.
- Attended professional development courses to maintain current understanding of industry advances in devices and treatment protocols.
- Tested hearing with complete audiological examinations.
- Administered air conduction, bone conduction and speech audiometry tests.
- Diagnosed and treated hearing or related disabilities under direction of audiologist.
Customer Service Manager
Swift Audiology
10.2019 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Insurance Administrator
Swift Audiology
10.2017 - Current
- Improved customer satisfaction by efficiently processing insurance claims and addressing inquiries.
- Streamlined policy administration processes for enhanced client experience and reduced turnaround times.
- Managed and maintained accurate records for a portfolio of over 2000 clients, ensuring timely renewals and updates.
- Collaborated with sales team to develop customized insurance solutions for clients, resulting in increased policy sales.
- Developed training materials for new hires, contributing to improved productivity and job performance.
- Oversaw premium collections, ensuring timely payments and minimizing outstanding balances from clients.
- Maintained strong relationships with key industry partners, fostering cooperation and collaboration on shared initiatives.
- Ensured compliance with state regulations by staying up-to-date on industry changes and updating internal policies accordingly.
- Assisted clients in understanding their coverage options, helping them make informed decisions about their insurance needs.
- Performed research to keep appraised of changes in insurance market.
- Maintained open lines of communication with clients, promptly addressing any concerns and resolving issues to maintain a high level of customer satisfaction.
- Posted payments to accounts and maintained records.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Processed and recorded new policies and claims.
- Calculated adjustments, premiums and refunds.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Cashier
Chick-fil-a
06.2017 - 12.2017
- Greeted all guests cheerfully and promptly; helping them meet their needs throughout the dining experience
- Assisted guests with order selection through menu knowledge and suggestive selling
- Utilized a point of sale computer system to efficiently and accurately place orders
- Communicated with all members of the team to ensure the highest level of accuracy and speed of service
- Engaged in cash handling procedures as well as credit card transactions accurately
- Quickly and precisely assembled guest orders, ensuring prompt, correct delivery of meals to guests
- Maintained adequate levels of stock of all necessary items
- Communicated all guest issues to management for any resolution I could not attain independently.
Benefits Verification Specialist
Aerotek
11.2016 - 01.2017
- Investigated drug-specific insurance benefits for patients on behalf of physicians
- Verified benefits with various insurance companies, as well as through Medicare and Medicaid
- Utilized a multi-line phone system in an efficient, professional manner
- Updated database appropriately
- Generated succinct, professional reports to communicate complete and accurate reports for physicians
- Selected for the Initial Investigation Team, ascertaining benefit information for new patients
- Selected for the Re-Verify Team, researching specific aspects of verifications recently completed by team members, making clarifications as necessary prior to final submission to physician's office.
Patient Care Technician
UPMC Mofltefiore
03.2011 - 12.2014
- Responsible for direct patient care on a Gastro-Intestinal surgical oncology unit to include: patient safety and comfort, assistance with activities of daily living, obtaining and monitoring vital signs, and assisting nurses and doctors with various tasks and procedures
- Promoted excellent customer service skills while exhibiting concern and empathy for patients and their families
- Recorded detailed and accurate patient charting into an electronic record (ERecord) while maintaining HIPPA compliance
- Oriented and trained new team members to their roles on a highly specialized unit
- Represented the unit in the annual hospital-wide nursing informational fair (2012-2014) as the only non-RN staff member
- Served on the patient care council as an advocate for improvements in patient care and best practices
- Generated communication for the unit to summarize and convey the information in order to implement new policy and procedures
- Performed duties of unit secretary as scheduled and as needed to include: professionally answering and redirecting calls on a multi-line phone system, managing new admissions and discharges through the Bedboard program, arranging transportation for patients being sent off-unit for testing, and coordinating communications for internal and external parties.
Food Server
Outback Steakhouse
09.2007 - 09.2010
- Guided the guest through an outstanding dining experience by demonstrating a complete product knowledge, engaging in suggestive selling techniques, and the implementation of proper service standards
- Excellent communication standards were employed through proper ordering procedures placed on a point of sale system and direct conversation with team members and guests
- Handled guest complaints in a professional manner, engaging in active listening methods to arrive at a positive conclusion
- Conducted accurate cash and credit transactions, balancing both cash register and personal receipts at the end of shift
- Assisted team members whenever possible to ensure the smooth execution of excellent service each shift.
Master Teacher
Tendercare Learning Center
11.1999 - 05.2007
- Taught and managed Early childhood classrooms of all age groups, with a focus on preschool classes
- Scheduled on-site experiences for students (i.e
- Police officers, paramedics, Carnegie science center presenters)
- Selected to provide childcare services to the children of the Pittsburgh Pirates during home games as part of the company's partnership with the team
- Oriented and trained new teachers to ensure Developmentally Appropriate practices were utilized and National Association of the Education of young Children (NAEVC) standards were upheld within the context of company guidelines as well as state and local law
- Continually promoted staff development through in-service presentations and promoting external ongoing educational opportunities
- Represented the school during monthly meetings with company representatives, then communicating the information to the staff
- Prepared biweekly schedules for staff, ensuring proper teacher-child ratios were maintained
- Produced monthly newsletter for school
- Generated nutritionally balanced, multicultural menu for school on a monthly basis
- Responsible for ordering food and educational supplies for center
- Managed center in absence of Director and Assistant Director
- Toured perspective families to the school and promoted the center within the community
- Managed classroom and teacher compliance efforts for NAEVC accreditation
- Created and maintained databases to ensure all staff and student files were always current.
Director
Wonderchild Learning Center
04.1999 - 10.1999
- Managed a Christian-based preschool/Daycare in an urban neighborhood
- Addressed parent concerns to a positive result
- Engaged in administrative duties such as generating staff schedules, submission of payroll, and maintenance of staff and student files
- Assisted staff to implement the curriculum
- Implemented policies and procedures to align with state and local laws.
Manager/Training Coordinator/Corporate Trainer
Chi-Chi's Restaurant
01.1988 - 04.1999
- Manager: Maintained 100% Guest Satisfaction during the efficient operation of the restaurant
- Scheduled staff on a weekly basis, balancing cost control with appropriate staffing levels
- Maintained Liquor Inventory; controlling cost and placing orders as necessary
- Developed and implemented bar promotions, driving increased business to the store
- Performed administrative duties, including: payroll, balancing cash and credit transactions, and submitting accounts payable transactions
- Training Coordinator: Conducted interviews
- Oriented new hires and completed onboarding paperwork
- Scheduled all training
- Supervised the certification of all trainers and trainees
- Ensured all training procedures were properly implemented
- Maintained all staff files
- Corporate Trainer (Western Pennsylvania and Eastern Ohio): Trained and certified staff as part of a team that rolled out the opening of new restaurants
- Supported ongoing training and support efforts for stores in my service area.
Skills
- Sound, effective decision maker
- Calm under pressure
- Excellent communication skills
- Detail oriented
- Strong work ethic
- Employs adaptive strategies to fluid situations
- Time Management
- Presentation abilities
- Business understanding
- Team Collaboration
- Multitasking
- Organizational Skills
- Professional Demeanor
Timeline
Licensed Hearing Instrument Specialist
Swift Audiology
04.2023 - Current
Customer Service Manager
Swift Audiology
10.2019 - Current
Insurance Administrator
Swift Audiology
10.2017 - Current
Cashier
Chick-fil-a
06.2017 - 12.2017
Benefits Verification Specialist
Aerotek
11.2016 - 01.2017
Patient Care Technician
UPMC Mofltefiore
03.2011 - 12.2014
Food Server
Outback Steakhouse
09.2007 - 09.2010
Master Teacher
Tendercare Learning Center
11.1999 - 05.2007
Director
Wonderchild Learning Center
04.1999 - 10.1999
Manager/Training Coordinator/Corporate Trainer
Chi-Chi's Restaurant
01.1988 - 04.1999