MICHELLE SMITH
Indianapolis,IN
Summary
Dynamic and results-driven professional with extensive experience at Community Health Network, excelling in customer service and patient confidentiality. Proven ability to enhance patient satisfaction through effective scheduling and conflict resolution. Recognized for attention to detail and strong communication skills, consistently improving service delivery and fostering positive relationships.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
25
25
years of professional experience
Work History
Patient Service Representative
Community Health Network
11.2024 - Current
- Provided exceptional customer service by addressing patient inquiries and concerns efficiently.
- Scheduled appointments using electronic health record systems to ensure optimal patient flow.
- Assisted patients in completing necessary paperwork, enhancing overall experience and satisfaction.
- Collaborated with healthcare professionals to streamline communication and improve service delivery.
- Verified insurance eligibility and coverage for patients.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Maintained accurate patient records, ensuring compliance with privacy regulations and organizational policies.
- Contact patients to schedule referrals to outside providers
Manager
US Post Office
02.2020 - 05.2022
- Oversaw daily operations to ensure efficient processing and delivery of mail.
- Led team in implementing operational improvements, enhancing workflow efficiency.
- Managed staff scheduling and resource allocation to optimize productivity.
- Trained new employees on safety protocols and operational procedures.
- Conducted regular audits of postal services to ensure compliance with regulations.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
Customer Relations Coordinator
US Postal Service
01.2000 - 02.2020
- Facilitated meetings between Labor representatives, Congressional members and union representatives.
- Managed high-volume calls, maintaining professionalism under pressure while providing timely assistance to customers.
- Prescreened and conducted interviews for potential new employees
- Facilitated new employee orientation to mailhandlers, clerks and carriers
- Investigated complaints from the general public pertaining to lost packages, missing mail, and employee conduct.
- Conducted regular audits on process compliance, ensuring adherence to established standards for quality service delivery.
- Assisted customers in navigating product offerings, resulting in informed purchasing decisions and enhanced satisfaction levels.
- Ordered shipping, office, custodian supplies for associate offices, stamps and money orders for Indiana offices.
- Leveraged knowledge of company products and services to upsell or recommend additional offerings based on client needs.
- Coordinated events and promotions that increased brand visibility and strengthened customer loyalty.
- Maintained highest level of customer satisfaction across Greater Indiana 460/461/462 area by mentoring and motivating team members to deliver exceptional performance.
- Managed customer relations on ongoing basis to maximize customer retention.
- Created customer support strategies to increase customer retention.
- Made customers aware of current and new programs and services.
- Streamlined communication processes for improved efficiency in customer interactions.
Education
Business Management
Broad Ripple High School
Indianapolis, IN05-1980
Skills
- Customer service
- Patient confidentiality
- Scheduling appointments
- Conflict resolution
- Registration and scheduling
- Attention to detail
- Patient identity verification
- Complaint processing
- Friendly and outgoing
- Multitasking and organization
- Flexible schedule
- Verbal and written communication
Timeline
Patient Service Representative
Community Health Network
11.2024 - Current
Manager
US Post Office
02.2020 - 05.2022
Customer Relations Coordinator
US Postal Service
01.2000 - 02.2020
Business Management
Broad Ripple High School
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