1. Michelle Rapaglia
1448 Elm Street, Apt 17 603-935-7844
Manchester, NH 03101 mmrapaglia@live.com
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SUMMARY: Certified Medical Assistant with experience in providing excellent care to a variety of
patients. Proven ability to handle critical ill, disabled, dementia, and those in rehabilitation care. Ability to
reach out and provide empathy, compassion, and gain trust.
MEDICAL PROFESSIONAL EXPERIENCE:
Certified Medical Assistant-Call Center Agent
Manchester Community Health Center,Manchester NH 2014-2016
Compiled necessary medicalinformation for over 100 patients per week determining if
immediate attention was required
Answered patient calls organizing cancellations, rescheduling, and establishing new appointments
Conveyed to patient’s lab and x-ray results
Processed requests for prescription refills
Reviewed daily schedules for medical doctors determining if scheduled appointments were
accurate
CALL CENTER AGENT The Nagler Group - Bedford NH 2012
Assisted in making outbound calls for Nursing Services for Health Dialogue in Bedford NH
ADMINISTRATIVE ASSISTANT Robert Half International/Office Team 2012
Assisted as an Administrative Assistant for Cigna Healthcare in the HEDIS Quality Assurance
Project
CALL CENTER AGENT Alicare Medical Management, LLC – Salem, NH 2005 - 2006
Answered phone calls regarding utilization review, triage, and physician referrals
Contacted hospitals and doctor offices for medical information
MEDICAL CLAIMS AUDITOR Unicare Life & Health, Inc. – Andover, MA 1999 - 2003
Audited medical claims for the following accounts: State of Massachusetts,John Hancock,
Healthy Start Program
Verified that all claim information was correct and processed according to plan policy
Prepared and reviewed insurance claim forms for completeness
Worked with agents and claimants to correct errors/omissions and to investigate questionable
claims
RETAIL AND INSURANCE EXPERIENCE:
CALL CENTER AGENT Surpass LLC, Bedford NH 2010
Assisted in answering calls for Cox Cable Company and The Columbus newspaper
CUSTOMER SERVICE/SALES Macy’s – Manchester,NH 2008
Provided assistance in setting up displays for a specific clothing line with Vendors
Assisted customers with questions and sales, providing exceptional Customer Service
2. CUSTOMER SERVICE/SALES Counter Pro – Manchester,NH 2007 - 2008
Processed customer orders and entered into database
Resolved customer complaints regarding missing orders or shipping information
AMINISTRATIVE ASSISTANT Kelly Services – Bedford, NH 2005 - 2007
Assignments included Lincoln Financial, Anthem Blue Cross and Blue Shield in the sales
department and Cigna Healthcare in the credentialing department.
STORE MANAGER Avenue Stores – Methuen, MA 1999 - 2005
Managed store staff, prepared staffing schedule and assigned work tasks
Assisted customers as needed and solved customer issues
Handled human resource functions such as recruiting, employee retention, payroll, and
terminations
EDUCATION:
Diploma Lawrence High School – Lawrence,MA 1981 – 1985
3 Semesters Completed Northern Essex Community College – Haverhill, MA 1985 - 1986
PROFESSIONAL DEVELOPMENT ANDTRANING:
Certificate: MedicalCoding/Billing Impetus Systems & Careers – Manchester,NH 2009-2010
Certificate:Medical Assistant Seacoast Career School – Manchester,NH 2011
License: Nursing Assistant LNA Health Careers – Manchester,NH 2014
CERTIFICATIONS:
Licensed Nursing Assistant #053718-24: NH State Board of Nursing 2014 – 2016
Certified Medical Assistant #2479609: American Assoc. of Medical Assistants 2016 – 2020
Certified Basic Life Saving Skills American Heart Association 2014 – 2016
ACHIEVEMENTS:
Work Ready NH Manchester Community College – Manchester NH 2016
Certificate Soft Skills
NCRC Silver Status – Soft and Hard Skills
COMPUTER SKILLS:
Microsoft Office: Word,Excel, Publisher, PowerPoint, Outlook, Access,One Note
Medical Software: Centricity
VOLUNTEER:
Policy Council Treasurer SNHS Headstart Program – Manchester,NH 2014 – 2015
