Michelle Downs
Spencer
Summary
Knowledgeable and dedicated customer service professional with extensive healthcare experience, known for delivering empathetic member/client centered support. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with members and clients. Motivated to maintain customer satisfaction and contribute to company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
HHA/Care Coordinator
Elara Caring
Bellingham, MA
06.2025 - Current
- Provided compassionate personal care and assistance with daily living activities for clients.
- Monitored client health status, reporting changes to healthcare professionals promptly.
- Assisted clients with mobility and physical therapy exercises as directed by care plans.
- Implemented effective communication strategies to enhance client engagement and comfort.
- Maintained accurate documentation of care provided, ensuring compliance with regulatory standards.
Senior Member Service Advocate
Blue Cross and Blue Shield of Massachusetts Inc.
Remote
02.2022 - Current
- Assisted members with inquiries regarding benefits and claims processing
- Resolved escalated issues by collaborating with internal departments
- Conducted outreach for member engagement and satisfaction improvement
- Developed training materials to support new team members effectively
- Collaborated with cross-functional teams to resolve complex member concerns, ensuring satisfaction and loyalty.
- Conducted thorough research to accurately answer member questions, demonstrating expertise in product offerings.
Supervisor
CVS Pharmacy
Sturbridge, MA
01.2020 - 2023
- Resolved customer inquiries promptly, enhancing overall customer satisfaction ratings.
- Supervised daily operations, ensuring adherence to safety and quality standards.
- Trained new employees and delegated daily tasks and responsibilities.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Conducted routine inspections to check quality and compliance with established specifications.
Education
Pharmacy Technician
Holyoke Community College
Holyoke, MA05-1994
Skills
- Extensive healthcare insurance knowledge
- Experienced in handling high-volume inbound and outbound calls
- Strong customer service and communication
- Problem-solving and critical thinking
- Attention to detail
- Empathy and patience
- Multitasking across systems
- Patient care and coordination
Accomplishments
- Achieved Service and Operations Above & Beyond Award by providing exceptional customer service.
- Earned "Exceeded Expectations" ratings two years in a row by delivering outstanding customer service and resolving complex member concerns efficiently.
- Coached two teams totaling 56 advocates to improve accuracy, performance, and adherence to quality assurance standards.
Certification
- HIPAA certified
- CHHA - Certified Home Health Aide
Languages
English
Native or Bilingual
German
Full Professional
Timeline
HHA/Care Coordinator
Elara Caring
06.2025 - Current
Senior Member Service Advocate
Blue Cross and Blue Shield of Massachusetts Inc.
02.2022 - Current
Supervisor
CVS Pharmacy
01.2020 - 2023
Pharmacy Technician
Holyoke Community College