Michelle Witthaus
Avondale
Summary
Dynamic Human Resources Specialist with a proven track record of 1 year in crafting training protocols and implementing policies. Possessing a keen financial insight, I excel in budget development and stringent adherence. Recognized for my ability to assess organizational requirements and devise strategic solutions to fulfill personnel objectives efficiently.
Overview
13
13
years of professional experience
Work History
Referral Specialist
Banner Health
01.2021 - Current
- Manages appointment scheduling for specialty physician services and diagnostic testing as requested by providers, ensuring timely communication with patients to meet all scheduling needs.
- Serves as a bridge between patients, providers, and staff members, facilitating patient referrals and follow-up requirements with prompt and professional assistance. Educates patients and families as needed and assists them in accessing external resources.
- Engages in frequent communication with patients, physicians, staff, and third-party payers, demonstrating proficiency in managed healthcare concepts and effectively prioritizing tasks under moderate supervision.
- Collaborates with external referral sources and community resources, maintaining an updated list of available resources and expanding referral networks through professional connections.
- -Demonstrates knowledge of medical terminology and stays current with insurance regulations, utilizing internal and external resources for ongoing learning.
- Tracks and manages all referrals by monitoring their status at 30/60/90 day intervals and following up with patients if appointments are missed.
- Ensures all necessary clinical information is provided for payer authorization and facility/specialist preparation prior to services, including verifying coverage, obtaining authorizations, and coordinating with receiving facilities.
Patient Support Specialist
Teladoc
01.2019 - 01.2021
- Handle an average of 200 inbound calls from members monthly, providing comprehensive assistance and support.
- Verify members' eligibility for services, including insurance coverage, and proficiently create accounts in accordance with company procedures.
- Maintain the highest level of confidentiality and discretion when handling patient data, ensuring compliance with all relevant privacy regulations.
- Proactively identify and address issues, utilizing analytical skills to assess information and deliver effective solutions to enhance customer satisfaction.
- Collaborate with cross-functional teams to streamline processes and improve service delivery, contributing to the overall success of the organization.
- Continuously expand knowledge of industry trends and best practices to better serve patients and adapt to evolving needs in the healthcare landscape.
Collection Specialist
Law Office Of Joe Pezzuto
08.2011 - 03.2012
- Managed collections on credit card debt owed, employing effective communication and negotiation skills to facilitate payment arrangements.
- Evaluated accounts to determine if escalation to attorneys was necessary for non-payment resolution, adhering to legal guidelines and company policies.
- Provided empathetic assistance to irate clients, actively listening to their concerns and resolving complaints in a timely and satisfactory manner to maintain customer satisfaction.
- Conducted skip tracing activities to locate clients who were difficult to reach, employing various investigative techniques and databases.
- Regularly monitored accounts to ensure compliance with established payment plans, promptly addressing any non-compliance issues and implementing appropriate actions to mitigate risks and optimize collection efforts.
- Collaborated with internal teams to identify opportunities for process improvement and enhance overall efficiency in debt collection procedures.
Credit Specialist
Nationwide Credit
12.2010 - 09.2011
- Provided comprehensive assistance to American Express clients regarding their credit accounts, offering guidance and support to address their financial concerns.
- Tailored individualized payment plans for each client, taking into account their specific financial circumstances and ensuring feasibility until debt was fully paid off.
- Utilized skip tracing tools and techniques to update client information and maintain accurate records, enabling efficient communication and follow-up with clients.
- Managed a high volume of incoming calls, averaging over 80 calls per day, demonstrating strong multitasking abilities and a commitment to delivering prompt and effective customer service.
- Collaborated closely with customer service, sales, and billing departments to coordinate collection efforts, resulting in the reduction of past due balances and bad debt, ultimately improving overall financial performance and client satisfaction.
- Implemented proactive measures to prevent future delinquencies and optimize debt recovery strategies, contributing to the overall success and profitability of the organization.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ05.2020
Skills
- Patient confidentiality
- HIPAA Compliance
- Adherence to rigorous safety protocols
- Proficient in a variety of computer applications
- Exceptional customer service delivery
- Effective collaboration within diverse teams
- Strong interpersonal communication skills
- Efficient multitasking abilities
- Proficiency in MS Office suite
- Commitment to diversity and inclusion
- Outstanding telephone etiquette
- Leadership in team building
- Strong problem-solving capabilities
Timeline
Referral Specialist
Banner Health
01.2021 - Current
Patient Support Specialist
Teladoc
01.2019 - 01.2021
Collection Specialist
Law Office Of Joe Pezzuto
08.2011 - 03.2012
Credit Specialist
Nationwide Credit
12.2010 - 09.2011
Bachelor of Science - Business Management
University of Phoenix
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