MICHELLE DAIS-HARVEY

*** *. ****** **** (C) 803-***-****

Rock Hill, SC 29730 ac4bau@r.postjobfree.com (H) 803-***-****

CAREER SUMMARY

A goal oriented, assertive and versatile team player with over twenty years experience in customer service with special skills in analyzing, multi-tasking and problem solving. Eager to learn and share knowledge with peers and achieves company objectives.

Ability to key over 60,000 kph

Proficient in Microsoft Word XP, Excel, Powerpoint, Outlook, Office 365

Certified Administrative / Data Entry Assistant

Certified Medical Administrative Assistant

Certified Property Manager Assistant

Switchboard Operator

Certified Hospice customer service operator

PROFESSIONAL EXPERIENCE

JOERNS HEALTHCARE- Charlotte, North Carolina 2016- Present

Customer Service / Hospice Accounts

Maintain a working knowledge of Joerns HealthCare products and services offered to clients/companies

Receives all incoming calls from customers needing delivery or service

Process order, schedule delivery and / or pick up via phone or web portal orders

May conduct follow ups with facilities and staff

Collect, screen and evaluate information to identify and pursue opportunities, which improve all aspects of patient care and services, thereby increasing client satisfaction

Accurately track and record data used to identify patient orders and outcomes

Resolve problems regarding documentation issues and may assist in researching and resolving discrepancies

Expected to grow knowledge base during and post new hire training for different customer programs

Provide daily logs and necessary paperwork to fulfill daily practices

Remain familiar with Medicare/Medicaid and other insurance guidelines, realizing the effect they have on the referral sources

Maintain client confidentiality in accordance with all state and federal regulatory standards, nd for the dignity and respect of the patient

Follow HIPPA guidelines.

Work with all Supervisors and / or Managers to understand Team Key Performance Indicators such as Service Level, Cycle Time or Customer Satisfaction

Held accountable for individual performance indicators such as Contacts Per Hour, Handle Time, Talk Time, After Call Work Time

Ability to work extended hours based on business needs when necessary

All employees are required to attend education workshops on excellent customer service, review pertinent industry literature, attend in-services on new product(s) and technology when provided, and avails self of audio and videotapes for additional training

Work with dispatchers for ETA for delivery, service, and pick up orders.

Primarily handles HOSPICE accounts for company. Assist in de-escalating situations with distraught family member with delivery of equipment for patient or picking up after patient expired.

ROTECH HEALTH CARE SUPPLIES- Charlotte, North Carolina 2013-2015

Processor /Customer Service

Communicates with patients/clients and referral sources both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner

Coordinates all patient information, processes paperwork, including preparation of file for Billing Department, and completes batch reports for UPS deliveries

Complies with all applicable company policies and procedures to meet JCAHO and company standards

Processes paperwork-confirms tickets, inputs new patient set-ups, and assembles charts

Completes SOPs/CMNs and documents on tracking log

Verifies Medicare, Medicaid, and private insurance coverage information

Clears previous day’s route and checks all paperwork for accuracy and completeness

Maintains referral log

Provides service for all retail/walk-in equipment requests

Process medical referral from medical facilities for

Process orders for patients and forward requests to assigned delivery Location office to have delivered, serviced, or pick up to patients with explanations when doing a delivery equipment set up.

Send reminders to doctors and medical facilities for patient renewal for equipment if patient still need the use of respiratory equipment. If patient no longer need the used of respiratory equipment schedule pick up with patient. Send scheduled pick up to assigned delivery Location office to pick up equipment from patient’s home or facility.

Request Authorization from insurance carriers to provide certain services to the patients due to the equipment that has been prescribed to them by their doctor.

Create new patient accounts.

Update current patient accounts.

Take co- payments over the phone with the patients with a check or credit card.

PIEDMONT NATURAL GAS CO.- Charlotte, North Carolina 2012-2013 (Seasonal)

Customer Service Representative

Assist customers with billing information

Accept payments from customers with either credit card or checking account information.

Assist customers with processing application for services with Piedmont Natural Gas Company.

Schedule services for customers, route schedule appointment to scheduling service department for ETA.

Educate customers of Piedmont Identity theft Protection by placing verbal password on customer’s account to secure account.

JP MORGAN CHASE & CO. – Charlotte, North Carolina 2012 (Seasonal)

Data Entry

Submitted payment information into secure databases for the Internal Revenue Service

Consistently maintain company standards in quality and productivity

Insure all payments and payment stubs were separated from delivery envelopes.

Keying Alpha – Numeric over 8,000 kph

ALLSTATE INSURANCE COMPANY- Paramus, New Jersey 2003-2009

Claims Associate Assistant

Analyzed, researched and resolved member and provider issues by investigating all relevant information and preparing written and verbal responses.

Cross- trained for multiple systems

Consistently met and exceeded quality and performance standards

Worked with internal departments to resolve issues and ensure policies and procedures were properly adhered to.

Consistently completed cases in specified timeframe as required by company regulations.

Logged information in the appropriate internal system(s) and maintain accurate and complete files

Answered phone calls regarding claim/file status / issues.

Filed paper work accurately

Purge closed claim files that has been closed for more than 6 months, assign storage number to closed claim file, entered information on claim within company secured data system.

Ordered police reports from different municipalities.

Draft check assistant

Keeping track of checks being issued to field tech whether in-state or out of state checks. How checks were issued – in person (field tech came into the office) or mailed them to assigned Allstate inspection offices.

Switchboard/ receptionist

Ridgewood Valley Hospital- Ridgewood, New Jersey 2001-2002 (Seasonal)

Medical Records File Assembler

Assembled medical record files for doctors, lawyers and patients.

Pulled files for the doctors to review and sign

Field records in numeric file order

Purged medical records that were older than 2 years and have sent to vendor to be placed on microfilm.

TROLL BOOKS, INC – Mahwah, New Jersey 1999- 2001

Customer Service / Account Receivable

Answered calls and performed transactions. Maintained accurate reports and transactions via telephone, website, and mail-in order requests.

Maintained accurate accounting records for Account Receivable

Submitted new orders for parents and teachers.

Consistently exceeded company standards.

EDUCATION

CDM Institute

Wayne, New Jersey

Certified Medical Administrative Assistant

2011

York Technical College

Rock Hill, South Carolina

Certified Property Management

2014

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