Michelle Coleman
Chicago
Summary
Experienced professional seeking a Customer Service Specialist role, with 18 years of expertise in managing high-volume customer interactions and resolving inquiries efficiently. Proven track record in client service and patient care coordination, with strong skills in active listening, conflict resolution, and CRM database management. Adept at ensuring compliance with industry standards while delivering exceptional customer satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Scheduler for Worker Compensation, Motor Vehicle Accident and Personal Injury
Freelance Contractor
Chicago
11.2025 - Current
- Provide compassionate support to Worker's Compensation and MVA/PI clients, and help them navigate the medical and claim process.
- Schedule and manage medical appointments for Worker's Compensation and MVA/PI clients including initial evaluations, specialist visits, physical and occupational therapy sessions, and diagnostic testing.
- Maintain accurate records of appointments, provide notes, work restrictions, and treatment plans within the company's case management systems.
- Serve as the primary point of contact between employees, medical providers, law firms, insurance adjusters, and internal HR team.
- Verify provider availability for appointments, insurance requirements and authorization need before scheduling appointments.
- Assist with claims coordination, including gather medical reports, communicating with adjusters, and supporting return-to-work planning.
- Schedule pre-depositions and depositions for discovery and evidence cases and prepare patient charts for appointments.
- Organize telephone conference consultations for narrative reports.
- Forward fee schedule, CV, W-9 and forward Zoom link to physician.
- Coordinate IMEs onto physician calendars and manage subpoena documents, checks and charts for appointments.
- Verify Worker Compensation clients' insurance with the following companies: Travelers, Liberty Mutual, Sedgwick, CCMSI, CNA and Gallagher Bassett and more.
Client Service Representative (Hybrid)
Northern Trust Bank
Chicago
12.2024 - 04.2025
- Managed high volume of inbound and outbound communications for corporate liquidity clients, ensuring timely and effective interactions for accounts totaling $10 billion in unsecured assets.
- Maintained compliance with governance policies and ongoing training to safeguard assets from breaches and fraud, while educating clients on investment guidelines and enrollment processes.
- Recorded detailed customer inquiries in CRM systems, upholding privacy and security through stringent verification processes.
- Executed accurate transactional operations such as ACH transfers, stop payments, and wire transfers, while providing precise information to minimize potential loss and fraud.
- Contracted through Synectic Inc.
Process Administrator (Remote)
Huntington National Banking
Chicago
08.2023 - 05.2024
- Managed customer interactions for account verification and authentication, ensuring adherence to departmental protocols.
- Executed various financial transactions, including demand deposit account payments and mobile app payments, while effectively communicating billing details to customers.
- Resolved account discrepancies related to unauthorized transactions and payment errors, maintaining customer satisfaction and account integrity.
- Contracted through Insight Global Inc.
Customer Service Representative II (Remote)
3M
Chicago
04.2022 - 06.2023
- Managed a high volume of customer interactions, resolving 50 to 80 inquiries daily via phone, SMS, and email, and processed medical equipment returns efficiently through first-call resolution strategies.
- Facilitated logistics for medical equipment returns by coordinating pick-ups, tracking shipments, and managing UPS return services, ensuring a cost-free experience for customers.
- Collaborated with sales representatives and managers to assist with revenue goals while maintaining strict adherence to HIPAA and company compliance standards when handling sensitive patient information.
- Contracted through HR Advantage Staffing Agency
Independent Contractor
Lyft Incorporated
Chicago
06.2017 - 03.2022
- Provided outstanding customer service, consistently achieving a 5-star rating by ensuring safe and timely transportation of passengers.
- Employed navigation and route planning tools to enhance travel efficiency and sustain a strong safety record.
- Maintained detailed records of mileage, vehicle maintenance, and expenses in Excel, facilitating precise financial tracking and tax reporting.
- Passenger Transport Industry
Benefit Verification Co Pay Specialist (Remote)
AmerisourceBergen/Bristol Myers-Squibb
Chicago
11.2021 - 12.2021
- Assessed and validated patient demographic data to ensure accuracy and compliance with security protocols.
- Confirmed Medicare (Plan D) insurance eligibility with payers, facilitating a streamlined billing process.
- Provided consultation to patients and physicians regarding financial assistance co-payment program for prescription IV fusion therapy Orencia.
- Contracted through Talent Bridge Recruitment & Placement Agency
Patient Access (Remote)
Erie Family Health Center
Chicago
12.2020 - 09.2021
- Managed inbound and outbound communications, ensuring customer authentication and effective resolution on initial contact.
- Coordinated with insurance companies to verify patient information, facilitating a streamlined billing process.
- Arranged appointments for various specialists, including in-person, telehealth, and COVID-related visits, while triaging patients and consulting with urgent care nurses or recommending emergency services.
- Primary Care, Dental and Behavioral Health Services
Patient Access Representative
NorthShore University HealthSystem
Chicago
01.2014 - 07.2017
- Managed patient access by efficiently handling orthopedic appointment scheduling, inbound calls, and medical record inquiries, ensuring a high standard of first-call resolution.
- Conducted comprehensive training sessions for new hires on Epic software, improving scheduling proficiency and enhancing overall patient service standards.
- Collaborated with various stakeholders, including worker's compensation personnel and DME coordinators, to streamline patient care processes and ensure seamless service delivery.
- Triaged patients effectively, determining appropriate appointment types and facilitating consultations with urgent care nurses or emergency services when necessary.
Account Payable Healthcare Client Support Specialist
Safford Consulting Company
Chicago
05.2010 - 12.2013
- Verified insurance coverage and managed patient accounts to ensure precise billing and account accuracy.
- Maintained and analyzed aging reports to effectively track and resolve outstanding account balances.
- Conducted collection activities to secure timely payments, resulting in reduced accounts receivable delays.
Patient Account Representative
First Source Jackson Park Hospital
Chicago
11.2006 - 04.2010
- Evaluated patient eligibility for financial assistance programs, ensuring compliance with regulatory standards for identification and documentation verification.
- Processed applications for Medical Assistance and other aid programs, supporting the hospital's revenue management and patient financial aid services.
Patient Care Coordinator
Acaria Healthcare, Specialty Pharmacy
09.2005 - 11.2005
- Coordinate prescription deliveries, ensuring efficient and timely dispatch of medications for patients and healthcare providers.
- Manage inbound and outbound communications with patients, caregivers, healthcare professionals, and pharmaceutical partners to facilitate seamless service.
- Oversee the processing of patient account receivables, including handling payments and resolving outstanding balances.
- Collaborate with internal teams to address issues with claims and referrals, ensuring accurate and complete patient records.
- Contracted through Pyramid Consulting Inc.
Education
MBA - Business Administration
National-Louis University
Chicago03-2005
Bachelor of Science - Management
National-Louis University
Chicago12-2001
Skills
- Workflow & Metrics
- Active Listening
- Conflict Resolution
- Windows 11
- Microsoft 365 Office
- ScriptMed
- Athenahealth EMR
- EPIC Hyperspace/EpicCare Ambulatory Pro
- Sales Force
- Service Max 211
- Acelity Citrix
- Citrix Workspace
- Power Apps
- IVR System Cisco Composer
- Cisco Jabber
- Avaya
- File Net
- Oracle Sales
- MS Database (DVI)
- Express Script
- Cyracom Services (IDX)
- NPI Registry Database
- One Note Database
- HEROs/Genesis
- Paragon
- CUBS Database
- Systems
- Acer 22" Dual Monitors
- VPN and Business Internet
- Google Maps
- Management
- Lockbox
- Google Calendar
- Next Gen
- Zoom Workplace
- Appointment scheduling
- Case management
- Insurance verification
- Customer relationship management
- Problem solving
- Effective communication
- Interpersonal skills
- Strong work ethic
- Meeting scheduling
- Team collaboration
- Conflict resolution
- Recordkeeping expertise
- Deadline tracking
- Calendar management
- Client-specific scheduling
- Microsoft Office Suite
- Patient registration
- Critical thinking
- CRM software
- Telephone etiquette
- Computer skills
- Word processing
Certification
- 3M Security Privacy Training
- 3M Preventing Bribery Corruption
- 3M Documentation Practices
Timeline
Scheduler for Worker Compensation, Motor Vehicle Accident and Personal Injury
Freelance Contractor
11.2025 - Current
Client Service Representative (Hybrid)
Northern Trust Bank
12.2024 - 04.2025
Process Administrator (Remote)
Huntington National Banking
08.2023 - 05.2024
Customer Service Representative II (Remote)
3M
04.2022 - 06.2023
Benefit Verification Co Pay Specialist (Remote)
AmerisourceBergen/Bristol Myers-Squibb
11.2021 - 12.2021
Patient Access (Remote)
Erie Family Health Center
12.2020 - 09.2021
Independent Contractor
Lyft Incorporated
06.2017 - 03.2022
Patient Access Representative
NorthShore University HealthSystem
01.2014 - 07.2017
Account Payable Healthcare Client Support Specialist
Safford Consulting Company
05.2010 - 12.2013
Patient Account Representative
First Source Jackson Park Hospital
11.2006 - 04.2010
Patient Care Coordinator
Acaria Healthcare, Specialty Pharmacy
09.2005 - 11.2005
MBA - Business Administration
National-Louis University
Bachelor of Science - Management
National-Louis University