Summary
Overview
Work History
Education
Skills
Timeline
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Michelle Morrow

Toledo,OH

Summary

Dynamic healthcare professional with extensive experience at ProMedica, excelling in patient registration and appointment scheduling. Proven track record in enhancing data accuracy and compliance while fostering strong interpersonal relationships. Skilled in records management and active listening, consistently improving patient satisfaction and operational efficiency. Committed to maintaining confidentiality and delivering exceptional service.

Overview

12
12
years of professional experience

Work History

Registrar

ProMedica
04.2017 - Current
  • Managed patient registration processes, ensuring accuracy and compliance with organizational policies.
  • Implemented electronic health record systems, improving data accessibility and workflow efficiency.
  • Trained new staff on registration protocols and software usage, enhancing team performance and service quality.
  • Streamlined appointment scheduling procedures, reducing patient wait times and increasing satisfaction scores.
  • Coordinated patient registration processes, ensuring accurate data entry and compliance with healthcare regulations.
  • Managed patient schedules and appointments, optimizing workflow efficiency across departments.
  • Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
  • Facilitated timely check-in by greeting visitors and establishing purpose of visits.
  • Collected and processed co-payments and out-of-pocket charges using EPIC.
  • Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
  • Successfully reduced errors in billing processes through meticulous attention to detail when entering insurance codes and other relevant financial data.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.

Postal Clerk

USPS
01.2020 - 04.2024
  • Processed and sorted incoming mail for efficient distribution.
  • Operated postal equipment, ensuring proper functioning and safety protocols.
  • Assisted customers with inquiries, providing information on services and rates.
  • Maintained accurate records of shipments and deliveries to ensure accountability.
  • Processed incoming and outgoing mail utilizing automated sorting systems to enhance operational efficiency.
  • Maintained accurate records of mail distribution, ensuring compliance with postal regulations and policies.
  • Conducted quality control checks on mail items, identifying discrepancies and minimizing errors in processing.
  • Reduced errors in postage calculation by consistently utilizing digital scales and rate charts for accurate charges on various types of mail.

Customer Service Representative

City of Toledo
01.2015 - 04.2016
  • Resolved customer inquiries effectively, enhancing satisfaction and loyalty.
  • Managed high-volume calls, maintaining professionalism in fast-paced environment.
  • Implemented process improvements, reducing response times and increasing efficiency.
  • Trained new hires on customer service protocols and company policies.
  • Resolved customer inquiries efficiently, ensuring high levels of satisfaction and retention.
  • Identified process improvements to enhance service delivery and reduce call handling time.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.

Customer Service Representative

United Healthcare Group
09.2014 - 04.2016
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Conducted follow-up communications to ensure resolution of customer concerns.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Healthcare Customer Service Representative

Medical Mutual
04.2013 - 09.2015
  • Resolved customer inquiries regarding insurance coverage and billing processes.
  • Coordinated appointments and managed patient scheduling efficiently.
  • Educated patients on healthcare services, policies, and procedures.
  • Handled complex issues with empathy, providing effective solutions to enhance patient satisfaction.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Education

Associate of Science - Criminal Justice

American InterContinental University
Schaumburg, IL
05-2021

Business

Robert S Rogers
Toledo, OH
06-1997

Skills

  • Records management
  • Admissions support
  • Database administration
  • Enrollment management
  • Patient confidentiality
  • Professionalism and ethics
  • Documentation accuracy
  • Maintaining records
  • Appointment scheduling
  • Clerical writing
  • Strong interpersonal skills
  • Processing payment
  • Data entry
  • Medical terminology
  • Active listening
  • Call center experience

Timeline

Postal Clerk

USPS
01.2020 - 04.2024

Registrar

ProMedica
04.2017 - Current

Customer Service Representative

City of Toledo
01.2015 - 04.2016

Customer Service Representative

United Healthcare Group
09.2014 - 04.2016

Healthcare Customer Service Representative

Medical Mutual
04.2013 - 09.2015

Associate of Science - Criminal Justice

American InterContinental University

Business

Robert S Rogers

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Michelle Morrow