Theresa Mitchell
Administration
Casper,WY
Summary
Dedicated customer service professional with expertise in multitasking and time management, consistently delivering positive and memorable experiences for clients. Proven ability to effectively address customer needs while maintaining high levels of satisfaction. Aiming to leverage strong interpersonal skills to enhance team performance and contribute to organizational success.
Overview
25
25
years of professional experience
Work History
Administrative Coordinator II
Consumer Direct Care Network
Missoula, MT
01.2022 - 10.2024
- Facilitated adherence to federal, state regulations and MCO program rules.
- Oversaw inbound and outbound phone calls, emails, messages, and chats.
- Directed daily operations of intake and referrals to enhance organizational growth.
- Coordinated completion of paperwork for client and attendant enrollments.
- Managed service objectives to ensure customer satisfaction and success.
- Handle specialized tasks and/or projects as assigned.
- Resolved customer complaints or answered customers' questions.
- Protected sensitive information, adhering to strict confidentiality standards.
Professional Service Representative
Providence Health and Services
Missoula, MT
06.2021 - 12.2021
- Processed clinic registrations for new patients.
- Managed incoming communications on multi-line phones effectively.
- Streamlined documentation process by transitioning paperwork to electronic format.
- Confirmed current validity of insurance coverage.
- Arranged required tests and scheduled appointments.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Senior Care Access Liaison Lead
Providence Health and Services
Renton, WA
12.2018 - 06.2021
- Supported supervisors in managing daily operations.
- Streamlined training processes by developing materials, organizing updates, and addressing escalations.
- Handled inquiries and issues brought up by colleagues, clinic supervisors, healthcare professionals.
- Cultivated strong professional rapport with team members and leadership.
- Identified needs of customers promptly and efficiently.
- Maintained professional and courteous phone interactions with difficult callers.
- Managed resources effectively by delegating tasks among team members according to their strengths.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management for providing exceptional customer service.
Care Access Liaison
NuWest (Providence Health and Services)
Renton, WA
03.2018 - 12.2018
- Provided initial troubleshooting solutions for users of MyChart and myProv platforms through efficient call handling.
- Coordinated scheduling for both ExpressCare and Primary Care.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Conducted research into customer needs and preferences in order to develop solutions that meet their requirements.
- Maintained positive working relationship with fellow staff and management.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Medical Clerical
Aerotek
12.2017 - 03.2018
- Appointed to various roles including temporary positions and contract-to-hire in the healthcare field.
- Executed roles in customer service and call center operations to meet business needs.
Inbound Patient Service Representative
TriWest Healthcare Alliance
Puyallup, WA
01.2017 - 11.2017
- Facilitated access to community-based medical care for veterans when VA services were unavailable or delayed.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Adhered to HIPAA regulations when handling confidential patient information.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Referred patients to appropriate professionals and services.
- Documented and managed patient information in computer system.
- Scheduled patient appointments and procedures.
Inbound Patient Service Representative
Aerotek (Triwest)
09.2016 - 01.2017
- Facilitated access to community-based medical care for veterans when VA services were unavailable or delayed.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Adhered to HIPAA regulations when handling confidential patient information.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Referred patients to appropriate professionals and services.
- Documented and managed patient information in computer system.
- Scheduled patient appointments and procedures.
Front Desk
NuWest Group Holdings, LLC (Community Health Care Parkland Clinic)
Parkland, WA
02.2016 - 09.2016
- Engaged in limited-time assignment to fulfill organization requirements.
- Registered new patients and ensured accurate entry into the system.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Organized front desk operations including scheduling appointments and managing calendars.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Took messages from patients and promptly relayed to appropriate staff.
- Called patients to confirm scheduled appointments and obtain additional details.
- Communicated with patients with compassion while keeping medical information private.
- Checked patients in and out for appointments and collected co-payments.
- Straightened up waiting room to maintain neat and organized space.
Benefit Advisor
Parallon (The Outsource Group)
Bremerton, WA
09.2012 - 10.2015
- Ensured ongoing health care access for uninsured patients by linking them with necessary support programs.
- Interacted effectively with children, families, psychiatric patients, and elderly individuals requiring support.
- Managed extensive patient caseload, ensuring coordination with hospital and external organizations.
Education
Degree - Medical Billing Health Claims Examiner
Eton Technical Institute
01-2000
Skills
- Patient Record Management
- Healthcare Facility Experience
- Experienced in Handling Multi-Line Systems
- HIPAA Compliance
- Service Excellence
- Medical Language Comprehension
- Healthcare Administrative Experience
- Healthcare Insurance Validation
- Advanced Microsoft Office Skills
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceFlexible work hoursHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchQuote
There is a sacredness in tears. They are not the mark of weakness, but of power. They speak more eloquently than ten thousand tongues. They are the messengers of overwhelming grief, of deep contrition, and of unspeakable love.
Washington Irving
Timeline
Administrative Coordinator II
Consumer Direct Care Network
01.2022 - 10.2024
Professional Service Representative
Providence Health and Services
06.2021 - 12.2021
Senior Care Access Liaison Lead
Providence Health and Services
12.2018 - 06.2021
Care Access Liaison
NuWest (Providence Health and Services)
03.2018 - 12.2018
Medical Clerical
Aerotek
12.2017 - 03.2018
Inbound Patient Service Representative
TriWest Healthcare Alliance
01.2017 - 11.2017
Inbound Patient Service Representative
Aerotek (Triwest)
09.2016 - 01.2017
Front Desk
NuWest Group Holdings, LLC (Community Health Care Parkland Clinic)
02.2016 - 09.2016
Benefit Advisor
Parallon (The Outsource Group)
09.2012 - 10.2015
Degree - Medical Billing Health Claims Examiner
Eton Technical Institute
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