Michelle Mitchell-Stevens
Virginia Beach
Summary
Healthcare professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Sentara Healthcare
07.2021 - 08.2025
- Resolved customer inquiries efficiently, enhancing patient satisfaction and service quality.
- Handling incoming calls to effectively address eligibility, claim, and payment issues optimizing workflow and reducing wait times.
- Collaborated with healthcare teams to address patient concerns, ensuring seamless communication across departments.
- Assists with training new staff on customer service protocols, fostering a culture of teamwork and continuous improvement.
- Facilitated conflict resolution through active listening and problem-solving skills, improving overall client experience.
Nursing Assistant
Changing Tides Home Care
05.2024 - 06.2025
- Provided direct patient care, assisting with daily living activities and ensuring comfort.
- Implemented infection control measures, maintaining a safe environment for both patient and family.
- Maintained knowledge and skills necessary to meet developmental needs of patients and recognized need for continuing development.
- Assisted in patient mobility and personal hygiene, ensuring comfort and safety during care.
- Delivered high-quality personal care to patients, including bathing, grooming, dressing, toileting, feeding, and mobility assistance.
- Communicated and documented pertinent observations and information to maintain complete and accurate record of care given to patient.
Account Manager
Portfolio Recovery Associates
01.2017 - 12.2020
- Mentored junior staff on best practices in account management and client relations.
- Managed delinquent accounts by contacting customers to negotiate repayment plans and resolve outstanding debt.
- Provided support and training to team members while effectively and efficiently meeting individual and company goals.
- Conducted regular performance reviews, providing actionable insights for improvement.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
Safety and Risk Manager
Circle of Friends, LLC
11.2015 - 07.2017
- Developed and implemented strategies to create and maintain a safe workplace environment.
- Conducted regular inspections of facilities to prevent injury or harm to staff and clients.
- Streamlined communication channels between various departments, ensuring timely sharing of critical risk information.
- Developed strong relationships with management team promoting a culture of risk awareness and accountability.
- Assisted with new hire orientation and training.
- Conducted quality assurance for clent and employee files.
- Conducted fire drills and assisted with other office duties as needed
Recruiter/Admissions Representative
Centura College
05.2013 - 11.2015
- Guided prospective students through admissions process, addressing inquiries and providing essential program information.
- Evaluated applications to determine eligibility, ensuring compliance with institutional policies and standards.
- Developed and implemented outreach initiatives to attract diverse student populations and enhance enrollment efforts.
- Conducted information sessions and campus tours, showcasing institutional offerings to prospective students and families.
- Analyzed admissions data to identify trends, informing strategic decisions for future recruitment campaigns.
Education
Health Administration
Bryant & Stratton College
Virginia BeachNo Degree - Medication Tech
Training Solutions
NorfolkAssociate of Science - Medical Assisting
Bryant & Stratton College
Virginia Beach, VANo Degree - Nursing Assistant
Training Solutions
Norfolk, VASkills
- Patient care
- Recording vital signs
- Companionship and emotional support
- Certified in CPR/AED
- Active listening
- Medical terminology knowledge
- Critical thinking
- Problem resolution
- Medication administration
- Relationship building
- Call Center Experience
- Customer Service
Timeline
Nursing Assistant
Changing Tides Home Care
05.2024 - 06.2025
Customer Service Representative
Sentara Healthcare
07.2021 - 08.2025
Account Manager
Portfolio Recovery Associates
01.2017 - 12.2020
Safety and Risk Manager
Circle of Friends, LLC
11.2015 - 07.2017
Recruiter/Admissions Representative
Centura College
05.2013 - 11.2015
Health Administration
Bryant & Stratton College
No Degree - Medication Tech
Training Solutions
Associate of Science - Medical Assisting
Bryant & Stratton College
No Degree - Nursing Assistant
Training Solutions
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