Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly B. Melvin

Fayetteville,NC

Summary

Reliable business professional with experience in consistently driving positive customer experiences. Proven track record of successfully streamlining business operations and improving efficiency. Detail-oriented team player that leverages strong multi-tasking skills to meet deadlines by prioritizing assignments. Motivated problem-solver with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Patient Support Specialist

Inzio Engage
11.2023 - Current
  • Maintain excellent quality standards for all client programs; adhere to program scripts and guidelines.
  • Accurately collect information required by individual programs and correctly capture in specific program databases.
  • Provided empathetic support to patients during difficult medical situations, fostering trust and rapport.
  • Improved patient communication by developing informational materials on treatment options and procedures, which were implemented departmentally.
  • Conduct thorough insurance verification and pre-authorization tasks, minimizing billing errors and disputes.
  • Coordinate referrals to other healthcare providers, facilitating seamless continuity of care for patients.

Disability Claims Examiner II

Lincoln Financial Group
02.2022 - 08.2023
  • Managed high volume of cases while maintaining strong attention to detail, resulting in timely and accurate decisions.
  • Increased customer satisfaction by promptly addressing complaints or grievances from both claimants and insurance companies during claims process.
  • Conducted comprehensive investigations into each case to determine eligibility for benefits based on FMLA and organizational Short-Term Disability requirements.
  • Recommended process improvements that led to reduction in processing errors and increased overall department efficiency.
  • Collaborated with medical professionals and private investigators to obtain accurate assessments of claimant's disability status for informed decision-making.

Administrative Assistant to Executive Director

Valley Pines Adult Care
01.2010 - 04.2022
  • Managed client relationships on behalf of director by promptly addressing inquiries, resolving issues, and maintaining open lines of communication for long-term satisfaction.
  • Coordinated insurance verifications and authorizations, enabling timely access to necessary treatments for patients.
  • Increased efficiency in workplace by organizing and maintaining effective filing system for both physical and electronic documents.
  • Enhanced communication between patients, healthcare providers, and administrative staff to ensure seamless coordination of care.
  • Facilitated timely follow-up appointments for ongoing care management, leading to better long-term patient health outcomes.

Customer Service Representative

Hilton Worldwide
09.2016 - 10.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Served as liaison between customers and other departments within organization, ensuring seamless coordination in addressing client needs.
  • Implemented process improvements that led to reduced hold times and higher first-call resolution rates.
  • Actively contributed ideas during team meetings focused on enhancing internal processes and workflows for superior support outcomes.

Education

Some College (No Degree) -

Gordon State College
Barnesville

Skills

  • Operational Efficiency
  • Cross-Functional Communication
  • Administrative support
  • Teamwork and Collaboration
  • Detail oriented documentation
  • Quality Assurance
  • Problem Resolution
  • Transaction Reconciliation
  • Microsoft (Excel, Word, and Outlook)
  • CRM/ Zendesk software

Timeline

Patient Support Specialist

Inzio Engage
11.2023 - Current

Disability Claims Examiner II

Lincoln Financial Group
02.2022 - 08.2023

Customer Service Representative

Hilton Worldwide
09.2016 - 10.2021

Administrative Assistant to Executive Director

Valley Pines Adult Care
01.2010 - 04.2022

Some College (No Degree) -

Gordon State College

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Kelly B. Melvin