Client Services Administrative Assistant

Michelle J. Ponce

**** **** ***. *****, ** *****

Tel: 646-***-**** Email: *********@*****.***

Professional Summary

Dedicated operations and care coordination professional with over 15 years of progressive experience streamlining processes, managing insurance workflows, and supporting high-stakes healthcare settings. Adept at insurance verification, credentialing support, patient intake, compliance, and real-time issue resolution. Organized, detail-oriented, and skilled at managing operations under pressure while prioritizing customer/patient safety and satisfaction. Core Skills

Insurance Eligibility & Verification • Pre-Authorization & Claims Support • Regulatory & Compliance Adherence • Operations Coordination & Documentation • Provider Credentialing & Contract Support • EMR / Electronic Intake & Billing Systems • Patient Intake & Onboarding Processes • Feedback Analysis & Process Improvement • Crisis Response & Operational Downtime Support • Cross-Team Communication & Coordination • Front Desk Operations Professional Experience

Tremont Helps / Open Dental – Bronx, NY

Care Manager & Receptionist 2022 – Present

Streamlined patient intake workflows including insurance verification, billing communication, and data entry within EMR systems. Managed urgent operational needs and crisis escalations, ensuring service continuity and compliance. Prepared onboarding documentation, guided new patients through financial expectations, and supported front desk operations. Compiled patient feedback, communicated outcomes, and suggested procedural improvements to enhance service delivery. Dr. Gracioza Orthopedics – Bronx, NY

Administrative Assistant 2020 – 2022

Processed patient scheduling, insurance validation, and patient record updates. Assisted with pre-authorization support and resolved billing inconsistencies with vendors and payors. Ensured regulatory and clinical compliance across operations and documentation. Community Health Network – Bronx, NY

Patient Services Coordinator 2011 – 2020

Oversaw patient intake, insurance eligibility verification, and appointment scheduling for a high-volume community health clinic. Collaborated with providers, billing staff, and external vendors to ensure timely claims submission and payment resolution. Supported provider credentialing processes, maintaining compliance with state and federal healthcare regulations. Implemented process improvements based on patient feedback, reducing wait times and increasing satisfaction. Coordinated medical records, maintained HIPAA compliance, and provided front-line support for escalated patient concerns. Montefiore Medical Center – Bronx, NY

Medical Assistant 2009 – 2011

Conducted patient verification, documented care histories, and supported clinical operations. Triaged patient concerns and coordinated internal follow-up or escalation as needed. AO Fox Memorial Nursing Home – Oneonta, NY

Certified Nursing Assistant 2006 – 2008

Delivered compassionate patient care, maintained records, and ensured regulatory standards. Cultivated empathy, reliability, and adaptability in fast-paced care settings.

Education

Monroe College – Bronx, NY Associate of Applied Science, Medical Assisting, 2009 (Dean’s List) Oneonta Job Corp. Academy – Oneonta, NY CNA Certification & GED, 2006

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