Michelle Smith
North Las Vegas
Summary
Experienced Medical Professional with 12 years of expertise in patient care, clinical management, and healthcare administration. Proven track record in improving patient satisfaction, optimizing operational efficiency, and enhancing team performance. Fluent in Spanish, with advanced certifications and a strong commitment to excellence in medical services.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Eligibility and Benefits Specialist
HIGH RISK PREGNANCY CENTER
03.2025 - Current
- Improved patient care by 25%
- Conducted 100+ patient consultations monthly
- Reduced appointment wait times by 30%
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
Front Desk Lead
FAMILY DOCTORS OF GREEN VALLEY
06.2019 - 04.2020
- Managed team of 15 healthcare staff
- Increased patient satisfaction by 20%
- Streamlined scheduling process
- Maintained a high level of professionalism with guests, ensuring their needs were met in a timely manner.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Managed high call volume and email inquiries, efficiently addressing guest concerns and providing accurate information regarding reservations, rates, and services.
- Reduced wait times for guests by streamlining check-in and check-out processes.
- Streamlined communication between the front desk team and other hotel departments by implementing new procedures for relaying pertinent information in a timely manner.
- Developed strong relationships with returning clientele by providing personalized service tailored to individual preferences or needs.
Medical Front Office Coordinator
DESERT PEDIATRICS
05.2013 - 04.2014
- Administered medications to 80+ patients daily
- Implemented new nurse training program
- Enhanced disease prevention protocols
- Enhanced patient satisfaction through prompt responses to inquiries, accurate appointment scheduling, and clear communication of policies.
- Developed and maintained positive relationships with patients, providers, and other healthcare professionals to promote a collaborative work environment.
- Handled high call volumes with professionalism and efficiency, addressing patient concerns and directing calls as appropriate.
- Managed patient records with strict adherence to HIPAA regulations, ensuring confidentiality and security of sensitive information.
- Provided exceptional customer service while handling sensitive personal information in accordance with privacy policies.
Customer Service Manager
Walmart
04.2013 - 01.2014
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
GED -
Adult Education High School
Las Vegas, NV05-2017
Bachelor of Science - Nursing
Academy of Healing Arts
Las Vegas, NV06-2009
Skills
- Patient Care
- Clinical Management
- Medical Software
- Healthcare Administration
- Team Leadership
- Treatment Planning
- Patient Education
- Disease Prevention
Accomplishments
- Developed patient care protocols adopted by pervious Facility Medical Practice
- Recipient of Nurse Excellence Award in 2019
- Resolved product issue through consumer testing.
- Graduated with Honor's College Diploma for making 4.0 G.P.A.
Certification
- Restorative Aide or Medication Aide Certification
- Lead Certified Nursing Assistant
- Certified Nursing Assistant
Timeline
Eligibility and Benefits Specialist
HIGH RISK PREGNANCY CENTER
03.2025 - Current
Front Desk Lead
FAMILY DOCTORS OF GREEN VALLEY
06.2019 - 04.2020
Medical Front Office Coordinator
DESERT PEDIATRICS
05.2013 - 04.2014
Customer Service Manager
Walmart
04.2013 - 01.2014
GED -
Adult Education High School
Bachelor of Science - Nursing
Academy of Healing Arts
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