Michelle Puchalski
West Seneca,NY
Summary
Adept at navigating complex customer inquiries, I leveraged my expertise in Mainframe and Quickbooks to recover over $300,000 in past due accounts for The McGuire Group. My tenure at Highmark Blue Cross Blue Shield honed my exceptional communication skills, ensuring client satisfaction and retention through effective problem resolution and account management.
Overview
2024
2024
years of professional experience
Work History
Member Service Representative
Highmark Blue Cross Blue Shield
Buffalo, NY
07.2023 - 02.2024
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Answered incoming calls regarding membership benefits and services.
- Assessed customer inquiries and provided accurate information regarding health benefits.
- Developed relationships with customers to ensure satisfaction with health benefit services.
- Provided detailed explanations of coverage options for potential customers.
- Conducted detailed reviews of claims processing systems to identify errors or discrepancies.
Technical Support Representative
Spectrum
Cheektowaga, New York
10.2021 - 07.2023
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Recommended upgrades or additional features that could enhance user experience.
Accounts Receivable/Medical Billing and Collections Specialist
The McGuire Group
Cheektowaga , New York
10.2019 - 03.2020
- Performed targeted collections on past due accounts aged over 30 days recovering over $300,000 in a 5 month period.
- Compiled monthly Aging Reports for Senior Management and Office Managers to review.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
Credit Collections Specialist
Trans American Customs
West Seneca, New York
09.2014 - 04.2019
- Minimized accounts receivable collections and reconciled customer billings and statements.
- Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
- Reviewed customer files on regular basis to make sure receivables were in sound condition.
- Conducted presentations to upper management and executive teams for loan recommendations.
Credit Collections Specialist
Express Employment Professionals/Trans American Customs
West Seneca, New York
06.2013 - 09.2015
- Reviewed customer files on regular basis to make sure receivables were in sound condition.
- Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
- Minimized accounts receivable collections and reconciled customer billings and statements.
- Conducted presentations to upper management and executive teams for loan recommendations.
Member Service Advocate
Highmark Blue Cross Blue Shield
Buffalo
Education
Design And Visual Communications
Buffalo State College
Buffalo, NYHigh School Diploma -
Orchard Park High School
Orchard Park, NYSkills
- Excellent verbal and written communication
- Skilled in Mainframe, QuickBooks, Healthelink, and PointClickCare
- Strong client relations skills
- Customer service
- Telephone etiquette
- Problem resolution
- Customer retention
- Call center experience
- Account management
- Complaint handling
Timeline
Member Service Representative
Highmark Blue Cross Blue Shield
07.2023 - 02.2024
Technical Support Representative
Spectrum
10.2021 - 07.2023
Accounts Receivable/Medical Billing and Collections Specialist
The McGuire Group
10.2019 - 03.2020
Credit Collections Specialist
Trans American Customs
09.2014 - 04.2019
Credit Collections Specialist
Express Employment Professionals/Trans American Customs
06.2013 - 09.2015
Member Service Advocate
Highmark Blue Cross Blue Shield
Design And Visual Communications
Buffalo State College
High School Diploma -
Orchard Park High School
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