Diamond Melton
Washington,DC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Medix
Washington
10.2024 - Current
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Managed high call volumes while maintaining quality service and customer satisfaction standards.
- Documented interactions accurately in CRM system, ensuring consistent record-keeping for future reference.
- Trained new team members on call handling protocols and customer service best practices.
- Collaborated with cross-functional teams to address customer concerns and improve service delivery processes.
- Conducted follow-up calls to ensure resolution satisfaction, enhancing overall customer experience.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Developed and maintained filing systems to improve document retrieval processes and organization.
- Coordinated internal and external communications, ensuring timely and accurate information dissemination.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Healthcare Information Specialist
All Care
Washington, DC
01.2023 - 07.2024
- Managed health information systems to ensure accuracy and compliance with regulatory standards.
- Analyzed patient data for reporting purposes, enhancing data integrity and accessibility.
- Collaborated with healthcare teams to streamline documentation processes and improve workflow efficiency.
- Oversaw implementation of electronic health record (EHR) systems, ensuring seamless transition and user adoption.
- Mentored junior staff in health information processes, fostering professional development and team collaboration.
- Conducted audits of medical records to ensure adherence to legal requirements and organizational policies.
- Developed strong relationships with healthcare providers, fostering effective communication channels to address any concerns related to patient data management or documentation practices.
- Supported clinical research projects with accurate data collection, analysis, and reporting, contributing to advancements in healthcare practices.
- Assisted in the transition to a new electronic health record system, resulting in improved data management and accessibility for healthcare providers.
- Managed patient scheduling and appointment confirmations, ensuring optimal clinic workflow.
- Facilitated effective communication between patients and medical staff, enhancing service delivery.
- Processed insurance claims and verified patient eligibility with accuracy and attention to detail.
- Resolved patient inquiries and concerns, fostering positive relationships and improving satisfaction.
Patient Service Representative
Virginia Hospital Center
05.2022 - 12.2022
- Facilitated patient registration and appointment scheduling, ensuring seamless access to healthcare services.
- Managed insurance verification processes to enhance billing accuracy and minimize claim denials.
- Provided front-line support to patients, addressing inquiries and resolving issues promptly and efficiently.
- Collaborated with clinical staff to streamline patient flow and improve operational efficiency within the department.
- Trained new team members on procedures and systems, fostering a knowledgeable and effective workforce.
- Analyzed patient access data to identify trends, leading initiatives that improved service delivery outcomes.
- Led cross-functional meetings to enhance collaboration between departments, driving continuous improvement in patient services.
- Improved patient satisfaction by efficiently registering patients and verifying insurance information.
- Determined patient financial needs and referred eligible patients to proper county, state, or federal agencies to obtain financial assistance.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Team Lead / Covid Specialist/ CUSTOMER SERVICE
DCPS schools
Washington, DC
08.2021 - 03.2022
- Collect covid specimens from staff and students. Maintaining proper PPE, taking proper cautions of the safety of my team, maintaining schedules for employees and testing schools. Basic businesses operations duties working with the school and staff with scheduling. Ordering supplies, testing inventory. Training all new employees.
Medical Assistant Front and Back Office
Clinical Associates/Medix
Columbia, MD
11.2020 - 04.2021
- Clinical and administrative duties in front and back of office. Vital signs, medical history, room and patients for exams, assisting in procedures, drug refills, blood collections, injections, etc. Billing, accounts payable and receivable, insurance, patient’s medical records, answering telephones, scheduling, ordering supplies, etc.
Medical Assistant/Office Manager
Dr. Nan Ni, M.D
01.2016 - 01.2018
- Clinical and administrative duties in front and back of office. Vital signs, medical history, preparing room and patients for exams, drug refills, blood collections, injections, etc. Billing, accounts payable and receivable, insurance, patient’s medical records, answering telephones, scheduling, ordering supplies, etc.
Education
High school diploma or GED - Office Administration / Business in Medical Assistant
Fortis Institute
Towson, MD06-2016
Skills
- BILLING
- Data entry
- COLLECTIONS
- Medical Records
- Microsoft word, EXCEL , QUICKBOOKS
- Complaint resolution
- Customer relationship management (CRM)
- Medical Terminology
- Customer service (10 years)
- Call center experience
- Computer proficiency
- Complaint handling
Certification
- CPR Certification
- First Aid Certification
- Business Administration Present pending AED Certification
- Certified Medical Assistant BLS Certification
Additional Information
- Excellent written and verbal communication skills
- Ability to work under pressure
- Capability to use leadership and teamwork skills
- Understand how to use various tools for the effective management
- Able to take quick decisions
- Ability to work in international business job environment.
- Skilled in new policy implementations
- Able to work effectively within team
- Strong customer service skills
- Additional skills in computer related activities
- Proven ability to run business in complex situations
- Outstanding presentation ability
- Extremely progressive and innovative
- Ability to develop executive development plans
- Strong leadership skills and management skills.
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Medix
10.2024 - Current
Healthcare Information Specialist
All Care
01.2023 - 07.2024
Patient Service Representative
Virginia Hospital Center
05.2022 - 12.2022
Team Lead / Covid Specialist/ CUSTOMER SERVICE
DCPS schools
08.2021 - 03.2022
Medical Assistant Front and Back Office
Clinical Associates/Medix
11.2020 - 04.2021
Medical Assistant/Office Manager
Dr. Nan Ni, M.D
01.2016 - 01.2018
High school diploma or GED - Office Administration / Business in Medical Assistant
Fortis Institute