Michelle Vega
Scottsdale
Summary
I am an honest, loyal, and dedicated individual who has a great deal of ambition. Although I have over 13 years of experience in the Customer Service industry, I love to learn and am always up to a challenge. I get along well with others, while also working efficiently on my own. I am seeking a position where I can develop and excel while giving my best to an employer and where I may utilize my professional skills and support the overall success of the company.
Friendly and efficient professional devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
11
11
years of professional experience
Work History
Customer Service Associate II
Magellan Health FOH
Maryland Heights
02.2022 - Current
- This position is a frontline service position aiding Magellan's members and providers regarding programs, policies, and procedures.
- Responsibilities include answering incoming calls related to eligibility, benefits, claims, and authorization of services from members or providers.
- Responsibilities also include the administration of intake documentation into the appropriate systems.
- Overall expectations are to provide outstanding service to internal and external customers and strive to resolve member and provider needs on the first call.
- Performance expectations are to meet or exceed operations production and quality standards.
Veterinary Assistant
Hillside Pet Clinic
Collinsville
09.2021 - 02.2022
- Feed animals and monitor whether they're eating.
- Bathe pets when necessary.
- Exercise the animals.
- Assist veterinarians and vet technicians with lab work.
- Clean, sterilize, and maintain kennels, operating rooms, examining rooms, cages, and surgical equipment.
- Comfort and restrain pets during examinations and care.
- Provide first aid to pets in an emergency, stabilizing them until a doctor can take over.
- Administer medications to pets.
- Perform some clerical duties.
Administrative Assistant
Fresenius Medical Care
St. Peters
09.2019 - 04.2021
- Accountable for outstanding customer service to all external and internal customers.
- Develop and maintain effective relationships through effective and timely communication.
- Utilize the PC and related software programs to accomplish assignments such as the taking and transcribing of dictation, the completion of various forms, and compiling of reports as required by governmental agencies and the Corporate Office.
- Coordinate and maintain personnel records.
- Monitor attendance and PTO records, maintaining Leave of Absence and FMLA files.
- Initiate forms required for salary actions and other personnel HRIS record changes, coordinate and perform payroll preparation function; maintain payroll records.
- Prepare various reports, which may include but are not limited to, monthly insurance reports to the Corporate Office, annual employee data sheet, and monthly listing of employees by position.
- Complete and file Worker's Compensation reports.
- Set up and maintain filing systems including census records of patients and employees.
- Update manuals, as necessary.
- Screen and direct the Clinic Management Team's (and other) telephone calls; make travel arrangements for the Clinic Management Team.
Customer Service Associate Urgency Specialist
Magellan Health
09.2015 - 09.2019
- Company Overview: Kaiser Permanente
- Customer Account Maintenance.
- Customer complaint resolution.
- Fraudulent account identification.
- Assisted in contacting medical facilities to confirm a member's medical appointment.
- Educated providers on how to submit claims and when/where to submit a treatment plan.
- Identified and responded to Crisis calls and continued assistance with the clinician until the call had been resolved.
- Researched and articulately communicated information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
- Linked or made routine referrals and triage decisions not requiring clinical judgment.
- Responsible for updating myself on ever-changing information to ensure accuracy when dealing with members and providers.
- Kaiser Permanente
Customer Service Representative
LogistiCare Solutions
St. Louis
06.2014 - 04.2015
- Created and maintained customer accounts.
- Handled customer complaints, identified, and corrected reservation errors, reviewed accounts with customers, processed and created active and inactive Medicaid accounts.
- Educated our members on our company policies and company guidelines.
- Handled fraudulent accounts.
- Processed Gas Reimbursement mileage forms.
- Assisted in contacting medical facilities to confirm a member's medical appointment.
- Contacted the providers for transportation assisting members with their scheduled arrival and departure times.
- Knowledge of Medical Terminology.
Education
Certification of Massage Therapy -
Alveritas Massage School
Godfrey, IL10.2006
High School Diploma -
Alton Highschool
Alton, IL05.2005
Skills
- Strong verbal and written communication skills
- Excellent analytical abilities
- Decision-making skills
- Typing speed of 55 words per minute
- Experience working in a team environment
- Outgoing personality
- Exceptional organizational skills
- Bilingual – fluent in Italian
- Orcom
- Excel
- Microsoft Applications
- PowerPoint
- Access
- Web dash Applications
- Kana
- Anzio
- TMR
- Workday
- Costpoint
- IPCT Framework
- Avaya
- Data entry
- Customer service
- Detail orientation
- Microsoft office
- Effective communication
- Relationship building
- Intake coordination
- Time management
- Adaptable thinking
- Confidentiality
- Open house preparation
- Payroll and budgeting
- Document and file management
- Records management systems
- Document conversion
- Spreadsheet creation
- Cloud-based file management
- Order placement
- Workflow planning
- Active listening
- Purchase Ordering
- Records management
- Multi-line phone proficiency
- Calendar management
- Critical thinking
- Multi-tasking
- Decision-making
- Attention to detail
- Complex Problem-solving
- Problem-solving aptitude
- Reception duties
- Microsoft Office Suite
- Adaptability and flexibility
- Multitasking Abilities
- Fast learner
- Organizational skills
- Multitasking capacity
Acknowledgements And Awards
- Most Creative in the call center
- Best recorded call explaining the breakdown of a Water Utility Bill
- Promotion from CSA I to CSA II
- Perfect Attendance
- Meeting Quarterly SERP (Bonus)
Timeline
Customer Service Associate II
Magellan Health FOH
02.2022 - Current
Veterinary Assistant
Hillside Pet Clinic
09.2021 - 02.2022
Administrative Assistant
Fresenius Medical Care
09.2019 - 04.2021
Customer Service Associate Urgency Specialist
Magellan Health
09.2015 - 09.2019
Customer Service Representative
LogistiCare Solutions
06.2014 - 04.2015
Certification of Massage Therapy -
Alveritas Massage School
High School Diploma -
Alton Highschool
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