Michelle Wilson
Grove City,OH
Summary
Detail-oriented professional with extensive experience in customer service, crisis intervention, and administrative compliance. Skilled in policy interpretation and conflict resolution, with a focus on enhancing client experiences and maintaining accurate records. Strong commitment to operational excellence in support of diverse populations.
Overview
1
1
Certification
19
19
years of professional experience
Work History
DSP House Assistant
Bridges To Independence
Columbus , OH
04.2024 - Current
- Scheduled appointments and managed medications, funds, and records to ensure smooth operations within the residence.
- Facilitated communication between clients and service providers to enhance support services.
- Oversaw daily functions and communicated with upper management to support operational efficiency.
Direct Support Professional
Bridges To Independence
Columbus, Ohio
07.2023 - 04.2024
- Supported individuals with disabilities in daily activities, fostering independence and enhancing quality of life.
- Followed care plans and medication instructions during medication administration.
- Maintained detailed records of client interactions and progress notes to ensure continuity of care and informed decision-making.
- Used approved crisis intervention methods during emergency situations.
Leave of Absence Coordinator
Sedgwick CMS
Dublin, OH
10.2017 - 05.2023
- Determine claimant eligibility for FMLA, State, and/ or individual company medical leave based on Federal, State (the State in which the claimant works), and the claimant's company policies.
- Processed claims post-eligibility determination; managed absences, pay, FMLA, Paid Parental Leave, and Short Term Disability in compliance with Federal, State, and company regulations, ensuring accurate leave management.
- Managed absences, pay, claim extensions or closures, and addressed inquiries from claimants, HR, and medical providers to ensure clarity and compliance throughout the claims process.
- Review medical documentation (or other allowed documents based on claim) within the established time frame to determine approval, denial, or further review required.
- Follow all appropriate Federal, State, HIPAA, and company laws and regulations pertaining to the claim and claimants' rights and responsibilities.
- Review and remain aware of all current and applicable Federal, State, and company laws and regulations as well as any related update that would impact claims.
- Responded to all phone calls, emails, and message center communications within 1 business day to maintain clear communication and provide timely support to claimants.
- Assisted new team members in understanding their roles and responsibilities.
- Learn other clients Leave regulations (in addition to my own assigned client) to assist with processing their claims in turn maintaining compliance of our company's product guarantees.
Assistant Manager
Tim Hortons
Columbus, OH
03.2008 - 10.2017
- Delegate daily tasks to team members to optimize group productivity.
- Conducted hiring, firing, and training of crew members to build an effective team.
- Collaborated with the store manager to create strategies that supported sales and profit goals.
- Organized schedules, workflows, and shift coverage to align with business demands.
- Complete thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided customer service by addressing inquiries and resolving issues efficiently. take, expedite, and fill orders along with daily cash and safe reconciliation.
- Maintain inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Place product orders weekly to support usage and demand of product.
- Assisted in stores by resolving management and crew issues, product discrepancies, and customer complaints.
Education
High School Diploma -
Maranatha Christian School
Columbus, OH06-1998
Skills
- FMLA Administration
- Short Term Disability Administration
- Paid State and Local Leave Administration
- Leave of Absence Transition
- Industry-Specific HR Regulations
- Care Plan Compliance
- Medication Management
- Client Care Coordination
- Complaint Handling
- Phone Customer Support/ One Stop Resolution
- Employee Hiring, Firing, Training
- Conflict Resolution
- Adaptability
- Decision Making
- Procedure Compliance
- Disability support services
- HIPAA regulation adherence
Certification
- Direct Support Professional Certification (yearly) 2023 - 2026
Timeline
DSP House Assistant
Bridges To Independence
04.2024 - Current
Direct Support Professional
Bridges To Independence
07.2023 - 04.2024
Leave of Absence Coordinator
Sedgwick CMS
10.2017 - 05.2023
Assistant Manager
Tim Hortons
03.2008 - 10.2017
High School Diploma -
Maranatha Christian School