Michelle Thacker Email and Phone Number

• Conduct a preliminary assessment of incoming referrals from health practitioners • Evaluate referral and coordinate with appropriate staff to support further review of referral• Engage with staff to conduct referral follow-up or to escalate the referral • Create timely and accurate documentation of referral and track follow-up action taken from the initiation to the closing of the referral

• Complete telephonic outreach to members enrolled in the Optum at Home program, educate members on gaps in care and assist with scheduling provider appointments• Assist members with social determinants of health and links to community resources• Maintains confidential health information according to state and federal regulations including HIPPA • Meets established productivity, schedule adherence, and quality standards• Act as a subject matter expert and assist with training team members and new hires on best practices

• Reviewed and processed academic and non-academic documents for the purpose of determining admissibility to Georgia State University• Entered data for incoming applications for undergraduates, and verified applications that were submitted electronically; Reviewed data downloaded into Banner and Slate for accuracy and completeness• Reviewed high school and college transcript information to include SAT/ACT scores, calculate cumulative GPAs per college transcript to determine the admissibility of transfer applicants• Provided customer service to internal associates and external applicants to resolve issues related to the processing of transfer applications

• Handled customer inquiries, complaints, billing questions, and internet service interruption requests• Calmed upset customers, repaired trust, located resources for problem resolution, and formulated best-option solutions; Trained customer service agents in departmental billing processes • Interfaced daily with internal/external departments and customers regarding implementation and service issues via phone and smart chat• Recorded detailed and accurate notes regarding interaction with customers• Received numerous commendations from customers, peers, and management for outstanding customer service.