Michelle Vitous
Menomonee Falls,WI
Summary
Highly professional individual dedicated to providing outstanding customer service and achieving measurable results. Proficient in identifying and addressing customer needs, resolving issues efficiently, and ensuring customer satisfaction. Recognized as a reliable team player with a reputation for adaptability and effective communication skills. Demonstrated success in fostering collaborative environments and driving customer satisfaction.
Overview
8
8
years of professional experience
Work History
Engagement Center Representative
Froedtert Health
05.2024 - Current
- Schedules, cancels, and reschedules appointments via phone for primary care including providing directions, instructions and other information regarding appointments.
- Manages approximately 50 incoming calls per day from patients.
- Completes full registration including setting up insurance coverage and verification of registration and coverage information for established patients. Runs electronic eligibility to verify coverage information and ensures insurance is accepted by our physician groups.
- Encourages patients to sign up for MyChart and the Froedtert & MCW App to help manage healthcare electronically and walks them through the process to get activated on these online tools.
- Develops and maintains positive customer relations and coordinates with team members to properly handle requests and questions.
- Handles patient complaints by listening and empathizing with the caller, avoiding need to escalate to team lead or manager.
- Manages high call volumes with goal of reducing average call handle times, while maintaining quality interactions.
Patient Access Service Representative
Froedtert Health
03.2022 - 04.2024
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Collected patient demographic and insurance data into EPIC software to establish patient's medical record.
- Took copayments and increased collection rate from 83% - 85%.
- Resolved customer complaints using established follow-up procedures.
- Worked on PCP /hospital follow-up, physical therapy, and reschedule workques.
Office Operations Assistant
Ascension Columbia St. Mary's Clinic
11.2020 - 03.2022
- Assisted with prior authorization requests, helping patients obtain necessary medications while minimizing delays.
- Greeted and assisted patients with check-in procedures.
- Processed payments using debit cards, credit cards, and checks maintaining accurate records of transactions.
- Performed patient scheduling and registration functions with EPIC software.
- Sorted mail, handled 100 incoming and outgoing calls and faxes.
Office Operations Assistant
Ascension Columbia St. Mary's Clinic
05.2017 - 11.2020
- Handled 50-120 incoming calls while directing callers to appropriate departments or personnel based on their needs or concerns.
- Collected and entered patient demographic and insurance data to establish patient's medical record.
- Supported management by created documents on new virtual scheduling process while training staff.
- Maintained spreadsheets of call quality issues, and emergency list protocol while presenting concerns to management to drive efficiency.
- Contributed to a positive work environment through excellent interpersonal skills, fostering strong relationships among colleagues.
Health Unit Coordinator
Ascension Columbia St. Mary's Hospital
09.2016 - 05.2017
- Assisted nursing staff with daily tasks including preparing 27 patient rooms, contributing to a well-organized and efficient unit environment.
- Processed patient admissions, transfers, discharges, assembled and maintained patient medical records and other documents related to patient care.
- Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced environment.
- Responded to patient call lights to expedite appropriate follow-through.
- Helped troubleshoot equipment failures such as fax machine, printer, and other unit devices.
Education
Bachelor of Arts - Psychology
University of Wisconsin - Milwaukee
Milwaukee, WI12.2013
Associate of Arts And Sciences - Arts
Milwaukee Area Technical College
Milwaukee, WI12.2011
Skills
- Digital literacy
- Writing skills
- Data entry
- Typing speed
- Medical terminology
- Problem-solving abilities
- Flexible and adaptable
- Positivity
- Active listening
- Empathetic and patient
Timeline
Engagement Center Representative
Froedtert Health
05.2024 - Current
Patient Access Service Representative
Froedtert Health
03.2022 - 04.2024
Office Operations Assistant
Ascension Columbia St. Mary's Clinic
11.2020 - 03.2022
Office Operations Assistant
Ascension Columbia St. Mary's Clinic
05.2017 - 11.2020
Health Unit Coordinator
Ascension Columbia St. Mary's Hospital
09.2016 - 05.2017
Bachelor of Arts - Psychology
University of Wisconsin - Milwaukee
Associate of Arts And Sciences - Arts
Milwaukee Area Technical College
Similar Profiles
Rashaunda CottrellRashaunda Cottrell
Pre-Authorization Coordinator at Froedtert HealthPre-Authorization Coordinator at Froedtert Health
Aspen SikorskyAspen Sikorsky
Housekeeper at Froedtert HealthHousekeeper at Froedtert Health
Aimee LaliberteAimee Laliberte
Registered Nurse, Internal Medicine at Froedtert HealthRegistered Nurse, Internal Medicine at Froedtert Health
Beverly LandersBeverly Landers
EPEC Repreenstive at Froedtert HealthEPEC Repreenstive at Froedtert Health
Douglas wilsonDouglas wilson
Cook at PepinosCook at Pepinos