MELISSA PFEIFFER
St. Petersburg
Summary
Accomplished healthcare operations leader with more than 10 years of progressive experience shaping patient access, scheduling, financial clearance, and revenue cycle performance. Proven success guiding a 56-member team through the demands of a high-volume call environment while advancing quality, productivity, service excellence, and patient payment collection. Brings a people-centered leadership style grounded in accountability, thoughtful coaching, decisive problem-solving, and a strong commitment to creating efficient, patient-friendly experiences. Trusted by senior leadership to translate daily performance data into clear insights, identify operational opportunities, and keep teams aligned with organizational goals.
Overview
32
32
years of professional experience
Work History
Manager, Patient Communication—Scheduling & Financial Clearance
Conifer Health Solutions
St. Petersburg
01.2020 - Current
- Provide strategic and day-to-day leadership for patient communication, scheduling, and financial clearance operations, guiding a 56-member team that supports critical revenue cycle and patient access functions.
- Orchestrate daily workflows in a fast-paced environment managing more than 600 inbound and 575 outbound calls each day, balancing patient needs, staffing resources, and service expectations.
- Maintain a 95% quality score and 90% productivity rate by combining focused coaching, real-time performance guidance, thoughtful workflow management, and consistent team accountability.
- Champion convenient one-call payment solutions that simplify the patient experience and generate an average of more than $65,000 in patient payments per day.
- Transform daily operational data into concise executive reporting on call volume, productivity, quality, payment activity, staffing needs, and emerging performance trends.
- Develop team capability through individualized coaching on scheduling accuracy, financial clearance procedures, patient service standards, effective system use, and professional communication.
- Coordinate staffing coverage, schedule adherence, payroll review, performance conversations, and daily team priorities to support reliable operations and a positive employee experience.
- Lead from the front during peak demand by scheduling patients, processing payments, resolving escalated concerns, and helping the team sustain responsive service levels.
Supervisor, Patient Communication—Scheduling
Conifer Health Solutions
St. Petersburg
01.2012 - 01.2020
- Led scheduling operations for a large patient communication team, coordinating daily call activity, patient access workflows, and service-level priorities in a complex healthcare environment.
- Evaluated operational processes and introduced practical recommendations to strengthen scheduling policies, internal controls, workflow consistency, and overall accuracy.
- Built productive partnerships with healthcare staff, medical practices, and facilities to coordinate timely appointments, communicate financial responsibility estimates, and maintain accurate patient records.
- Designed and delivered hands-on training for new and experienced staff covering scheduling procedures, patient communication, system navigation, and financial clearance requirements.
- Served as a trusted escalation resource, resolving patient, client, and departmental concerns with urgency, professionalism, and an emphasis on sustainable solutions.
Scheduler
Conifer Health Solutions
St. Petersburg
01.2011 - 01.2012
- Created a welcoming and efficient scheduling experience by coordinating medical services, verifying essential patient information, answering questions, and maintaining precise scheduling records.
- Earned progressive advancement from Scheduler to Supervisor and ultimately Manager through consistent performance, reliability, operational expertise, and a demonstrated ability to lead others.
Medical Billing and Coding Specialist
St. Francis Sleep Allergy and Lung
Clearwater
01.2011
- Managed end-to-end billing support, including charge entry, patient chart updates, insurance verification, patient forms, co-payments, deductibles, and customized payment arrangements.
- Submitted and monitored claims, rebilled aging accounts, supported accounts receivable and collection activity, and researched non-payment issues with third-party payers to promote timely resolution.
Day Care Owner
Melissa's Day Care
Largo
01.1995 - 01.2011
- Built and operated a licensed childcare business for more than 15 years, overseeing daily operations, family communication, attendance, records, payments, meal planning, and developmentally appropriate activities.
- Maintained state-required documentation and safe, organized routines while cultivating dependable relationships with families and providing consistent care for infants and toddlers.
Education
Bachelor of Science - Healthcare Administration
St. Petersburg College
01.2026
Associate Degree - Health Science
Ultimate Medical Academy
01.2011
Medical Billing and Coding Degree - undefined
Ultimate Medical Academy
01.2010
Skills
- Strategic Operations: Revenue Cycle Management Patient Access Strategy Scheduling Operations Financial Clearance High-Volume Call Center Leadership
- People Leadership: Team Coaching & Engagement Talent Development Performance Management Workforce Support Conflict Resolution
- Performance Excellence: Quality & Productivity Metrics Executive Reporting Process Improvement Trend Analysis Service-Level Optimization
- Patient & Financial Services: Insurance Verification Patient Payment Solutions Records Accuracy Cross-Functional Collaboration Patient-Centered Service
- Healthcare & Revenue Cycle Platforms: Cerner, EPIC, PHS, SCI, Waystar, Order Facilitator, RightFax, RTE, and insurance benefit portals
- Business & Workforce Tools: Kronos, Microsoft Word, Excel, PowerPoint, and Outlook
Personal Information
Title: HEALTHCARE OPERATIONS LEADER | PATIENT ACCESS STRATEGIST | REVENUE CYCLE & SCHEDULING MANAGEMENT
Timeline
Manager, Patient Communication—Scheduling & Financial Clearance
Conifer Health Solutions
01.2020 - Current
Supervisor, Patient Communication—Scheduling
Conifer Health Solutions
01.2012 - 01.2020
Scheduler
Conifer Health Solutions
01.2011 - 01.2012
Medical Billing and Coding Specialist
St. Francis Sleep Allergy and Lung
01.2011
Day Care Owner
Melissa's Day Care
01.1995 - 01.2011
Medical Billing and Coding Degree - undefined
Ultimate Medical Academy
Associate Degree - Health Science
Ultimate Medical Academy
Bachelor of Science - Healthcare Administration
St. Petersburg College