Michelle Richardson

• Promoted from Tier 1 level to Partner level
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Met customer call guidelines for service levels, handle time and productivity.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Trained new personnel regarding company operations, policies and services.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Documented and detailed calls and complaints using call center's CRM database.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Temporary Contract- Allivet

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing effective solutions.
• Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
• Responded to 30 emailed customer requests for products, services, and company information.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.

• Maintained confidential patient, employee, and company information in compliance with company policies and regulatory requirements.
• Gathered information, assessed and fulfilled callers' needs, and educated them on important policies and procedures.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Educated customers about billing, payment processing, and support policies and procedures.
• Met customer call guidelines for service levels, handle time, and productivity.
• Managed 30-40 calls daily from patients.

• Handled 30 calls from patients daily.
• Verified insurance coverage to confirm patient coverage for necessary medical services.
• Secured patient privacy by learning and following HIPAA regulations to keep the organization compliant with relevant laws.
• Gathered demographic and insurance information to register patients for medical appointments.
• Completed administrative patient intakes with case histories, insurance information, and mandated forms.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

• Maintained an organized general medical floor of up to 24 patient rooms
• Assembled and maintained patient medical records and other documents related to patient care.
• Assisted with processing patient admissions, transfers, and discharges.
• Helped troubleshoot equipment failures such as call systems, portable phones, WOWs, and other unit devices.
• Responded to patient call lights to expedite appropriate follow-through.
• Entered work orders into the computer system for appropriate departments regarding maintenance issues and Biomed needs.
• Developed and updated policies and procedures, maintaining compliance with HIPAA, benefits administration, and general liability guidelines.
• Spearheaded and implemented new projects to expand the scope of engagement.
• Established and maintained effective communication with staff, physicians, and community organizations to promote high-quality patient care.
• Transcribed doctors' medication orders, lab test requests, and care plans.
• Maintained rapport with physicians, nurses, and other healthcare personnel.
• Maintained current and accurate medical records for patients.
• Maintained patient confidentiality in line with HIPAA regulations.
• Monitored inventory levels and advised management of the need for replenishment.

• Was the only cross-trained employee at that time. Positions held included neurology nurse, and triage assistant for example.
• Managed multi-line phone system and pleasantly greeted patients.
• Triaged incoming patients to determine treatment needs and urgency of care.
• Coordinated patient scheduling, check-in, check-out, and billing payments.
• Recorded symptoms and documented medical observations to inform treatment decisions.
• Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
• Administered medications to animals in treatment and documented changes in condition.
• Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
• Administered prescribed injectable controlled substances, tranquilizers, sedatives, and injectable or inhalant anesthetics.
• Obtained patient history from owners and performed physical examinations.
• Interacted with clients regarding animal health, questions, concerns, and education on treatment protocol and general procedures.