Michelle Turner
Harrison,OH
Summary
Currently I am a Lead Care Facilitator at a very fast paced primary care office for seniors. I would like to utilize my organizational, communication, and customer service skills to develop professionally while striving for excellence and integrity. I would like to advance my career to use these skills for the betterment of a network with my dedication & determination. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
30
30
years of professional experience
Work History
Lead Care Facilitator
ChenMed-Dedicated Senior Medical Center
Cincinnati, OH
03.2023 - Current
- Documented activities and progress in electronic medical record per defined policy and procedures.
- Streamlined communication between patients, families, and healthcare providers, ensuring accurate information sharing.
- Enhanced patient satisfaction by providing empathetic support and addressing concerns promptly.
- Fostered positive relationships with fellow team members, enhancing collaboration efforts within the workplace environment.
- Contributed to the continuous improvement of the facility''s quality of care through active participation in performance improvement initiatives.
- Coordinated appointments with specialists for seamless integration of services across multiple disciplines.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
ENT Practice Manager
The Christ Hospital Network
10.2020 - 03.2023
- Responsible for day-to-day operations of the practice which consists of 6 offices, over 30 direct reports and 8 providers
- Completes documented coaching for employees before corrective action
- Issue corrective action to employees when needed
- Resolve conflict in office
- Complete annual reviews for employees and make decisions regarding compensation
- Manage call schedules for 8 physicians
- Pay invoices & submit standing PO's every FY
- Do monthly benchmarks
- Place capital requests for office equipment and make decisions regarding ordering
- Understand the operating budget regarding the Revenue, Expenses and Ebida
- Complete monthly OSHA walkthrough to make sure offices and OSHA binders are complying
- Make sure all mandatory training is complete
- Train new employees to be efficient in their roles.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
ENT Practice Coordinator
The Christ Hospital Network
10.2019 - 10.2020
- Responsible for making schedule
- Build & change physician's templates daily
- Physician's 1st and 3rd every month & input no-show charges
- Assist with patients with billing and insurance issues
- Interview and orient all new employees
- Efficient in front and back-office processes & communication changes with staff
- Do monthly OSHA walkthrough to make sure we are complying.
Scheduler, ENT
The Christ Hospital Health Network
04.2019 - 10.2019
- Check patients in and out at the front desk
- Scheduled appointments
- Answered phones
- Make sure all forms were signed by patients
- Input insurance information
- Scanned in documents to patient's chart.
Lead Patient Registration Representative
Laser Spine Institute
05.2017 - 03.2019
- Responsible for checking in patients and verifying identification and insurance information, scheduling appointments and answering phone calls all while being HIPAA compliant
- Met w/patients after surgery to make sure they had a good experience and assist with any problems they may have had
- Filled in for Consult MA while she was out with paperwork for patients
- Assisted co-workers with any issues, made schedule for Patient Registration Group.
Assistant Customer Service Manager
Remke Markets
09.2005 - 05.2017
- Worked at the Customer Service Desk, managed staff and shift schedules
- Worked in the Cash Office doing cash reconciliation of the prior day and getting cash drawers ready for the current day
- Handled sales and inventory control of the health and beauty department.
Clerk
US Postal Service
08.1994 - 05.2005
- Customer service and clerical responsibilities including sorting mail, site supervision, answering phones, working the window assisting customers with mailing packages and selling stamps.
Education
High School Diploma-College Preparatory Classes -
William Henry Harrison High School
Cincinnati State
01.1994
College of Mt. St. Joe
01.1993
Skills
- Great people skills with a professional demeanor, outgoing personality, and ability to communicate with patients & staff
- Coach and mentor staff to create an environment for high performing, highly motivated, and engaged team
- Ability to handle fast paced and stressful situations in a professional manner
- Strong organizational skills and attention to detail
- Excellent interpersonal & management skills, with ability to interact with staff and physician's professional at all levels
- Patient confidentiality
- Professional boundaries
- Customer Service
- Attention to Detail
- Punctual and Hardworking
- Registration and Scheduling
- Calm and Effective Under Pressure
- Documenting and Recording Information
- Reliability and Dedication
- Insurance verifying
- Patient Confidentiality and Data Security
- Resolving Problems
- Patient Registration
- Insurance Verification
- Outbound Calling
- Appointment Scheduling
- Administrative and Office Support
- Gathering Information from Patients
References
Available upon request.
Timeline
Lead Care Facilitator
ChenMed-Dedicated Senior Medical Center
03.2023 - Current
ENT Practice Manager
The Christ Hospital Network
10.2020 - 03.2023
ENT Practice Coordinator
The Christ Hospital Network
10.2019 - 10.2020
Scheduler, ENT
The Christ Hospital Health Network
04.2019 - 10.2019
Lead Patient Registration Representative
Laser Spine Institute
05.2017 - 03.2019
Assistant Customer Service Manager
Remke Markets
09.2005 - 05.2017
Clerk
US Postal Service
08.1994 - 05.2005
High School Diploma-College Preparatory Classes -
William Henry Harrison High School
Cincinnati State
College of Mt. St. Joe