Michelle Brown
Nashville
Summary
Results-driven professional with extensive experience in Human Resources, Medical Billing, Customer Service, Patient Services, and Surgery Scheduling. Adept at managing employee relations and recruitment processes while ensuring compliance with HR policies. Skilled in medical coding, insurance verification, and claims processing, with a strong understanding of HIPAA regulations. Proven ability to deliver exceptional customer service, resolve complex issues, and manage patient/customer schedules efficiently. Experienced in coordinating surgical procedures, handling preoperative communication, and collaborating with healthcare teams to ensure smooth operations. Highly organized, adaptable, and committed to providing quality service in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Service Represenative
Sharecare
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Patient Service Representative
Kingston Public Hospital
06.2020 - 08.2022
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
Surgery Scheduler
Kingston Public Hospital
02.2019 - 05.2020
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
Human Resources Coordinator
Grace Foods
01.2017 - 03.2019
- Maintained human resources information system and kept employee files up to date and accurate.
- Conducted new employee onboarding and provided ongoing orientation training.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
- Completed background and reference checks to facilitate hiring and onboarding of employees.
Education
Associate of Science - Medical Billing
Brightwood College
Nashville, TN02-2016
Skills
- Employee Relations
- Recruitment & Staffing
- Insurance Verification
- Claims Processing
- CRM Software (eg, Salesforce, Zoho)
- Conflict Resolution
- Patient Scheduling
- Customer Support
- Preoperative Communication
- Time Management
- Microsoft Office Suite / Google Suite
- Appointment Coordination
Timeline
Customer Service Represenative
Sharecare
09.2022 - Current
Patient Service Representative
Kingston Public Hospital
06.2020 - 08.2022
Surgery Scheduler
Kingston Public Hospital
02.2019 - 05.2020
Human Resources Coordinator
Grace Foods
01.2017 - 03.2019
Associate of Science - Medical Billing
Brightwood College
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