Customer Service Administrative Assistant

Michelle White

**** ******* ***** ******, ******, CO 80138

Phone: 303-***-**** l email: ********@*******.***

Overview

Highly organized professional with superior skills in verbal and written communications and development of processes, procedures and best practices. Positive and pleasant personality. Outstanding customer service skills; works well with each client and staff member to provide the best possible assistance. Self-motivated with the ability to work effectively as a team player or independently. Quick learner; willing and able to grasp new programs through self-study. Highly ethical.

Experience

Practice Manager SASA Clinics Temporary Placement/Parker, CO 3/25 – 6/25 Responsible for the smooth operation of all aspects of daily activities for start-up business. Developed all company operations policies, practices and operating procedures including monitoring patient progress, development of phone etiquette and routines and implementation of multiple filing systems. Established criteria for patient calls and written correspondence. Maintained all aspects of day-to-day operations to include ordering and tracking supplies, maintaining a healthy environment and organizing office maintenance. First point of contact for all new and potential patients. Used CRM to track and monitor patient information and detailed information regarding patient status, all contacts made and received for full understanding of patient status at every phase. Collected patient data and medical records and scheduled all appointments. Learned multiple software platforms and trained staff on use. Main point of contact between staff and management. Responsible for mail distribution, tracking and notification of deliveries. Completed outbound warm sales call process and follow-ups; answered questions, provided clinical information and process overview to new patients to ensure clear and concise understanding; educated patients regarding upcoming treatments and processes. Managed practice calendar. Daily upkeep of office to ensure professional appearance. Discharge Planner Springstone/Englewood, CO 4/24 – 10/24 Collected, developed and wrote an all-inclusive resource/reference manual detailing contact information, resources and position specific details. Organized, coordinated, and scheduled patient’s aftercare plans utilizing extensive resources and contacts based on team’s assessment and patient wishes. Gathered and prepared documentation to submit for aftercare placement. Built and nurtured rapport with outplacement services through ongoing verbal and written media. Prepared discharge packages for each patient to detail aftercare details. Patient Services Representative AdventHealth/Parker, CO 8/23 – 2/24 Answered in-bound calls to schedule, cancel or move appointments and issued resolution for busy family practice using Epic software. Responsible for training new PSRs on scheduling and practice protocols. Worked with team members to provide outstanding customer care with every call. Collected and linked patient’s insurance, updated demographics and document calls and worked missing item reports daily to assist front desk with check-in. Scrubbed schedule to advise medical team of urgent issues.

Temporary Office Assistant Temporary Placements 11/22 – 7/23 HVAC Receptionist and Dispatch, Parker, CO (10/22 – 12/22) Orthodontist Administrative Assistant, Parker, CO (1/23 – 3/23) Insurance Agency Front Desk/Administrative Assistant, Parker, CO (3/23 – 6/23) Michelle White Page 2

Experience, continued

Office Manager/Customer Retention Specialist IFA/Parker, CO 5/21 – 10/22 Dealt with highly confidential and classified client information detailing all financial and personal information. Responsible for setting up all aspects of a new office. Set and managed daily schedule for primary and secondary personnel to include a 3-step appointment reminder protocol, tracked ongoing progress using CRM software. Prepared and scheduled UPS shipping packages; coordinated and scheduled in-person and Zoom conferences. Maintained working relationships with client base to increase awareness and offer ideas and solutions. Self-taught industry-specific software to include Wealthbox and Docupace. Responsible for all aspects of daily office operations.

Administrative Assistant, Customer Service & Billing State Farm/Parker, CO 2018 – 2020 Answered and directed incoming calls; greeted visiting customers and vendors, provided assistance however possible; worked with customers regarding billing issues. Scheduled and confirmed appointments, emailed documents, worked to resolve difficulties on accounts. Completed other administrative duties as needed.

Transaction Coordinator Showcase Properties Unlimited/Denver, CO 2014 – 2015 Assisted with all phases of real estate transactions to include customer interaction, email/phone communications, resolution of problems. Worked as the liaison between realtor, clients, lenders, other brokers/agents; tracked progress of individual sales to completion. Education

Colorado Mesa University/Grand Junction, CO

Bachelor of Arts in Communications: Print Journalism, Broadcasting and Public Relations

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