Misty Miller
Ponchatoula
Summary
I am a Customer Care and Sales Specialist with over 10 years of intensive experience in customer service and sales, one year of previous medical office experience in a very successful private Podiatry practice, as well as four years of previous experience in holistic patient care as a nursing student. My background in Clinical Psychology led me to develop strong communication skills and an intrinsic ability to understand and relate to others in a way that elicits feelings of comfort and safety. I am very disciplined, focused and reliable. I take instruction very seriously. I have always been a self-starter and a fast learner. I am flexible and easy to work with. My current position as Supervising Agent has strengthened my previous management experience with new training opportunities, effective leadership strategies and operational oversight.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Supervising Agent
Catalano Agency - Globe Life/American Income Life
08.2024 - Current
- Served as primary point of contact for clients, providing expert advice and guidance on complex insurance matters to ensure their needs were met in a timely manner.
- Negotiated favorable terms for clients through strong interpersonal skills and industry expertise.
- Developed new business opportunities through consistent networking, resulting in an expanded client base.
- Increased client satisfaction by providing exceptional customer service and addressing individual needs.
- Retained existing clientele by proactively addressing concerns and regularly reviewing their coverage needs, resulting in strong relationships built on trust and loyalty.
- Recruited, trained and prepared agents to properly deliver sales presentations to different types of clients and respond to general customer complaints and inquiries.
- Monitored and evaluated fellow agents' performance.
- Established a culture of continuous learning within the agency, promoting professional development and career growth opportunities for team members.
- Mentored junior colleagues to foster growth and development, enhancing overall team performance.
- Collaborated with other departments, such as underwriting and claims, ensuring smooth transactional processes for clients.
- Set achievable sales targets for personal trainees, motivating them towards successful completion of goals while maintaining a customer-focused approach.
Customer Care Specialist
Microchip ID Systems
08.2018 - Current
- Opened and closed the office on designated days, responding to phone calls and emails received overnight and correcting any mistakes made on online pet registrations received overnight.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took incoming calls to complete pet and equine registrations and to assist customers with other issues, including updates to existing pet registrations, collar tag orders, lost and found pets, and any other questions concerning microchips and pet registrations.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Directed customers to appropriate departments for additional support.
- Top Monthly Collar Tag Salesman for almost 4 years running.
- Completed assembly, testing and shipment preparation of all universal microchip scanners sold.
- Worked closely with my associates and managers to maintain excellence in customer relations, training and company problem solving.
- Completed shipping and other miscellaneous office tasks as part of a team effort.
- Maintained daily office cleanliness.
- Attended in-state Microchip Conventions as a sales team member to educate breeders and other pet professionals on our products and establish a wider customer base.
Medical Receptionist/Medical Records Specialist
Moore Foot And Ankle Specialists
06.2017 - 04.2018
- Maintained patient records in compliance with security regulations.
- Processed medical records requests from outside providers according to facility, state and federal law.
- Answered incoming calls enthusiastically and adeptly managed a multi-line phone system.
- Scheduled, rescheduled and cancelled appointments and procedures for both new and established patients using desktop calendar software.
- Greeted each patient pleasantly, obtained payments, scanned insurance cards, and collected current medication information according to check-in procedure.
- Evaluated patients' financial status and established appropriate payment plans.
- Interacted and coordinated individual patient experience with all office staff members, including physicians, nursing staff, technicians, and medical assistants.
- Adhered to strict HIPPA guidelines at all times according to company policy.
- Ensured the front and back of the office appeared neat and organized at all times.
- Informed inventory manager of all needed office supplies.
- Professionally and courteously verified appointment times with patients, while simultaneously checking patient data, including evaluation and verification of insurance eligibility and benefits, validating referrals, demographics and health history to ensure all information was current at least 48 hours in advance of their scheduled appointment.
- Distributed all information necessary for successful check-out of each patient, including scheduling follow-up appointments, post-op appointments for upcoming surgeries, coordinating patient appointment times with outside agencies, i.e. skilled nursing facilities, custom prosthetic/orthotic agencies, Cherokee Tribal Services, and requesting referrals for future appointments.
- Completed Durable Medical Equipment forms, distributed purchased equipment, and collected patient signatures and payments.
- Collected and applied payments for patient account balances, surgeries, in-office procedures, Diabetic/Orthotic shoes, inserts and equipment, medical records and disability paperwork.
- Appropriated written prescriptions and sample pharmaceuticals upon check-out or pick up.
- Distributed, faxed, mailed, and scanned all wound care orders, physical therapy orders, physician orders, mail order prescriptions, office visit notes, and referrals accordingly.
- Thoroughly researched newly identified diagnoses and medical procedures performed by staff physicians in order to provide the patients with the most accurate and current information.
- Performed qualitative analysis of medical charts and electronic medical records daily to ensure internal consistency and correlation of recorded data.
- Coordinated inservice luncheons with Pharmaceutical and Medical Equipment Representatives.
- Submitted electronic/paper claims documentation for timely filing and evaluated/closed appointment superbills, alerting individual doctors to edit coding or billing mistakes and corrected them accordingly for the claim audit each day.
Education
Bachelor of Science - Nursing
Univeristy of Holy Cross
Bachelor of Science - Nursing
William Carey University
Bachelor of Arts - Psychology
Loyola University New Orleans
New Orleans, LA05.2005
Skills
- Records maintenance professional
- Data entry
- HIPPA compliant
- Typing speed 60 WPM
- Sales management
- Critical thinking
- Customer needs determination
Certification
- Louisiana Life, Health, Accident or Sickness License - August 8, 2024
- Official Member of the American Society of Podiatric Medical Assistants
References
Tammie Metcalf - Office Manager - Moore Foot & Ankle Specialists - Asheville, NC - (828) 350-1880
Emilia Fendley - Bar Owner - Banks Street Bar and Grill - New Orleans, LA - (225) 975-2541
Vicky Graham - Office Manager - Microchip ID Systems - Covington, LA - (985) 373-4341
Timeline
Supervising Agent
Catalano Agency - Globe Life/American Income Life
08.2024 - Current
Customer Care Specialist
Microchip ID Systems
08.2018 - Current
Medical Receptionist/Medical Records Specialist
Moore Foot And Ankle Specialists
06.2017 - 04.2018
Bachelor of Science - Nursing
William Carey University
Bachelor of Arts - Psychology
Loyola University New Orleans
- Louisiana Life, Health, Accident or Sickness License - August 8, 2024
- Official Member of the American Society of Podiatric Medical Assistants
Bachelor of Science - Nursing
Univeristy of Holy Cross
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