02 / PNC BANK2025–Present
FINANCIAL SERVICES & COMMUNITY
Bringing financial access closer.
Connecting community partners, financial education, and banking resources across Illinois.
CLIENT SUCCESS & OPERATIONS
From first contact to lasting trust.
A consistent client experience begins long before service delivery. At Once Upon Rehabilitation Services, Mischelle brought sales, client services, billing, clinical coordination, and administration into a shared operating rhythm across Illinois and Indiana.
01 / THE CONTEXT
A clear purpose.
A focused responsibility.
Coordinate teams across two states while strengthening acquisition, reducing onboarding friction, and preserving a high-touch client experience.
02 / THE APPROACH
Turning priorities
into practice.
- 01
Built a scalable outreach and sales funnel to connect prospective clients with services.
- 02
Redesigned intake and onboarding workflows, improving the transition from prospect to active client.
- 03
Created SOPs and automated benefits verification, scheduling, and authorization workflows.
- 04
Managed escalations through proactive communication and structured issue resolution.
- 05
Expanded credentialing and negotiated payer relationships while hiring, training, and developing teams.
03 / THE OUTCOMES
Progress with
real context.
60%client acquisition growth
40%reduction in intake time
95%client retention
$500K+new annual revenue
5 → 30+employees as the organization scaled
Outcomes reported in the supplied resume. Measurement periods are not specified in the source.
BUILDING CAPACITY
From a team of five
to a broader organization.
5 employees at the starting scale described in the resume.
Growth and client care reinforce each other when people, processes, and communication work together.
KEEP EXPLORING
A broader perspective.
THE NEXT CONVERSATION
Good things begin
with a connection.
For leadership opportunities, strategic partnerships, or a conversation about creating meaningful impact.
Let’s connect