MELISSA MACHIN
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
14
14
years of professional experience
Work History
Medical Support Assistant
Department Of Veterans Affairs - Eureka CBOC/SFVA Call Center
10.2020 - Current
- Started as a Contract position in October 2020 through Ansible Government solutions - officially worked with the VA in January of 2021, switched to telework, @ the call center January of 2022
- Oversaw patient check-in by pulling charts, verifying data, and organizing paperwork, and updating insurance on our ICB list daily
- Covid screener at the front door,- screened and asked questions to Veterans per policy by the VA, gave them hand sanitizer and mask
- Connected inbound calls from Veterans with correct departments for different needs
- Scheduled patient appointments for specialty clinics, including being the MSA scheduler for Social Work & LVN appointments in their clinic
- Verified patient information, while navigating our fax system on the computer
- Took on additional administrative tasks and clerical support
- Built interpersonal relationships with Veterans and Coworkers
- Moved up to a position on a PACT Team
- Built interpersonal relationships with my PACT Team
- Updated consults and notes in CPRS and mailed out patient letters
- Scheduled DOAR appointments and requested Medical Records via fax as assigned by my care team
- Takes incoming calls from Veterans
- Call Center, SFVA
- Schedules appointments, cancel appointments and find solutions for veterans
- Assessed customer needs and escalated calls to specific departments
- Navigated multiple computer applications while conversing with customers, and working with multiple VISN 21 VA's
- Documented all call information according to standard operating policies and procedures
- Engage with member services departments in scheduling new patients
- Assigned tasks directed by leadership, outbound calls and task list
Office Manager
Life On Wheels Home Medical Equipment
11.2019 - 02.2020
- Track all transactions and updated accounts with expert use of quickbooks software
- Oversee petty cash, tracking expenses, documenting use, and securing funds
- Scheduled appointments for patients on when they can come in and receive wheelchair and equipment needs
- Used a calendar tracker to input appointments
- Keep records current with daily transaction posting
- Manage files for Life On Wheels, continuously updating and organizing records
- Run errands for my boss, run to the bank, post office, grab coffee or anything he may need
- Keep office file system highly organized and quickly retrieved needed records
- 60 % of the time I am alone in the office, we are a small owned DME company and we all work together to maintain a hands on equipment company that help young and old with special needs
- We get a diverse amount of patients, We specialize in helping the VA a lot
Program Assistant
Changing Tides Family Services
02.2017 - 11.2019
- Handled customer questions and complaints with professional courtesy
- Inventoried office supplies and managed ordering of new supplies whenever required
- Juggled answering phones while attending to clients in person
- Maintained a clean and organized office and working environment
- Accepted and processed customer payments in cash, and checks
- Greeted customers and offered them assistance wherever possible
- Scheduled appointments for case managers for their upcoming client calendar and also did reminder calls for the appointments before and day of
- Assisted other administrative workers
- Recorded and relayed important messages
Child Support Assistant
North Coast Regional Department of Child Support Services - Humboldt Branch
09.2016 - 12.2016
- Created a phone call scheduling strategy when calling back customers in order to maintain consistent contact
- Delivered outstanding customer service in a variety of situations and settings related to account management
- Negotiated terms of payment for clients in order to resolve delinquent accounts
- Collect payment for child support, from Workers compensation claims
- Spoke to many insurance companies on a day to day basis
- Make copies, fax documents, and gather files from other departments
- Follow policies and confidentiality dictations to safeguard data and information
- Sort, organize and maintain office records accurately
- I was part of the new Workers Compensation division that they just started at the Department of Child Support Services
Payroll/Ap Manager
Fortuna Rehabilitation And Wellness Center
12.2010 - 09.2016
- Effectively communicated with other employees and upper management to ensure complete care of customers
- Collaborated with human resources on different duties, including new hires and benefits
- Successfully resolved payroll issues with suppliers, clients, and employees
- Set up court-ordered wage garnishment, including child support orders and tax levies
- Engaged patients in game playing, going on walks or having conversations
- Maintained current knowledge of ethical and legal issues
- Verified data entry of rank changes, terminations, and new hires
Education
General Education -
Eureka High School
Eureka, CA06.2007
Skills
- Organizational skills
- Efficient multitasking
- Receptionist experience
- Strong verbal communication
- Proficient in phone etiquette
- Clerical support management
- Inventory management of office supplies
- Detail-oriented analysis
- Appointment coordination
- Document organization
- Customer support excellence
- Document control systems
- Call handling
- Resolving issues
- Inbound and outbound calling
- Flexible and adaptable
Timeline
Medical Support Assistant
Department Of Veterans Affairs - Eureka CBOC/SFVA Call Center
10.2020 - Current
Office Manager
Life On Wheels Home Medical Equipment
11.2019 - 02.2020
Program Assistant
Changing Tides Family Services
02.2017 - 11.2019
Child Support Assistant
North Coast Regional Department of Child Support Services - Humboldt Branch
09.2016 - 12.2016
Payroll/Ap Manager
Fortuna Rehabilitation And Wellness Center
12.2010 - 09.2016
General Education -
Eureka High School
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