Michelle Stephens
Henderson,NV
Overview
14
14
years of professional experience
Work History
Remote Medicare Service Advocate
Florida Blue (Blue Cross Blue Shield of Florida)
08.2023 - Current
- In a high volume call setting, providing outstanding guest service while assisting Florida Blue Medicare Advantage members with questions or concerns regarding their Medicare insurance benefit coverage
- Researching and reviewing medical claims to ensure accuracy of billing and member responsibility
- Researching and educating members about their Florida Blue Medicare Advantage benefit coverage and cost share amounts
- Reaching out to providers, on behalf of member, for resolution of concerns including, authorization requests, billing concerns and referral requests
- Escalating all member grievances and claim/authorization appeals to the proper department using required process and documentation format
- Regularly communicating with other departments in order to effectively investigate and resolve member concerns
- Actively listening to identify member's needs and expectations
- Effectively communicating with the member in a warm and empathetic manner
- Following complete adherence to all HIPPA privacy standards, in order to ensure information is disseminated to only authorized individuals
- Following and maintaining all Florida Blue company performance metric expectations in the areas of productivity, quality, member satisfaction and attendance
- Regular use of computer and Microsoft Office programs.
Remote Customer Care Representative
Conduent
12.2022 - 08.2023
- the client's (Boehringer Ingelheim Pharmaceuticals) customers, while assisting in the enrollment of designated pharmaceutical support program
- Actively listening to identify customer needs and expectations, and ensuring those needs are met
- Researching and resolving customer account concerns, and escalating those concerns to the proper department when necessary
- Providing medication safety information to customers regarding their prescribed medication, and escalating questions or concerns to the medical department when necessary
- Reporting all customer adverse reactions to prescribed medications, using the required documentation format
- Effectively communicating in a warm and empathetic manner to each customer at all times
- Adhering to all HIPPA privacy standard requirements at all times, to ensure information is disseminated only to authorized individuals
- Following all Boehringer Ingelheim Pharmaceuticals specifications and policies in order to maintain positive customer relationships
- Following and meeting all Conduent call quality, productivity and adherence standard metrics Following and maintaining all Conduent employee policies and standards, including work-from-home (WFH) policies and procedures
- Regular use of computer and Microsoft Office programs.
Captioning Agent
Caption Call, Call Center
09.2018 - 11.2019
- Responsibilities include providing excellent and compassionate call center customer service to the hearing impaired by interpreting and dictating live, real time, verbatim captioning for a variety of conversational topics
- Maintaining both high-level dictation speed and accuracy required by Caption Call company standards
- Maintaining both high-level typing speed and accuracy required by Caption Call company standards
- Following and maintaining all FCC rules and regulations for captioning services
- Maintaining strict customer confidentiality policies and practices.
Opening Shift Barista
Starbucks-The Aria Casino Resort
08.2013 - 03.2018
- Responsibilities include delivering exceptional guest service in a fast-paced, 5-star resort while assisting guests with their beverage and food orders
- Opening the store daily, to prepare both food and beverage items for the morning and afternoon operations
- Effectively resolving customer issues within established guidelines and policies
- Determining when customer issues need to be escalated to upper management
- Entering various payment types into the POS system and making accurate change for all cash transactions
- Following and maintaining all Aria Casino bank handling policies and procedures
- Following both Starbucks and Aria Casino Resort guest service standards, beverage /food quality standards, and employee standards
- Following and maintaining all Nevada Health Department policies and standards
- Maintaining stock volumes on sales floor
- Effectively communicating with management and other departments in order to fulfill and address any issues or needs requested by guests and/or other employees.
Cage Supervisor
The Boothill Casino Resort
12.2009 - 06.2011
- Responsibilities include overseeing and directing daily operations of the casino cage
- Safeguarding company assets
- Maintaining the integrity of cage transactions
- Reconciling and balancing all casino revenue and cash transactions, by using accounting practices and principles
- Ensuring accuracy and thoroughness of departmental paperwork
- Conducting the necessary research to effectively resolve all cage disputes
- Upholding compliance with all federal and state gaming regulations as well as complete adherence to casino internal control procedures and cage departmental policies
- Ensuring compliance with federal Title 31 regulations
- Keeping open and professional communication with other departments
- Documenting performance evaluations and providing training and development of cage personnel
- Setting an example for excellent customer service standards in the cashier's cage.
Education
Diploma - General Studies
Valley High School
Las Vegas, NVAssociate - Secretarial Studies
Philip's Jr. College
Las Vegas, NVSkills
- Decision-making skills
- Customer service background
- Complaint Handling
- Complex Problem-Solving
- Document Review
- Active Listening
- HIPAA Guidelines
- Microsoft Office proficiency
References
- Jeff Wright, 204 Ventana Village Ln, Henderson, Nevada, 89074, 702-624-0230
- Brian Killoran, 1600 S. Valley View, Las Vegas, Nevada, 89102, 702-575-7677
- Tim Mitchell, 186 Moonbeam Dr, Kyle, TX, 78640, 512-516-0618
Timeline
Remote Medicare Service Advocate
Florida Blue (Blue Cross Blue Shield of Florida)
08.2023 - Current
Remote Customer Care Representative
Conduent
12.2022 - 08.2023
Captioning Agent
Caption Call, Call Center
09.2018 - 11.2019
Opening Shift Barista
Starbucks-The Aria Casino Resort
08.2013 - 03.2018
Cage Supervisor
The Boothill Casino Resort
12.2009 - 06.2011
Diploma - General Studies
Valley High School
Associate - Secretarial Studies
Philip's Jr. College
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