Marcella Leisure
Fort Myers,FL
Summary
Experienced medical office support professional with over 27 years in healthcare administration, medical transcription, and case management. Skilled in EHR management, clinical documentation, patient service, and HIPAA compliance. Adept at appointment scheduling, customer service, and supporting medical teams in fast-paced environments. Seeking to leverage expertise in a medical office support role.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Client Advocate
HCSC Corporation
2022.01 - 2025.09
- Delivered exceptional service by promptly answering incoming calls from members.
- Addressed claim inquiries and benefits questions, offering guidance in locating healthcare providers.
- Utilized multiple monitors and Microsoft Office to streamline administrative tasks.
- Provided accurate benefit quotes and resolved member issues to ensure satisfaction.
- Managed warranty repairs and parts coordination for Stellantis customers, working with dealership service managers.
- Issued customer refunds as needed and assured customer satisfaction.
- Was recruited to BCBS Pharmacy Team assisting patients with their refills, their formulary and whether a medication was covered, contacted pharmacies on behalf of patient.
- Maintained detailed documentation for each case handled.
- BCBS of Illinois
Case Manager
AltaResources
2021.11 - 2025.09
- Assisted Jeep Customer Care / Stellantis customers with warranty benefits and escalated cases for supervisor review.
- Managed customer cases, ensuring timely and accurate resolution of concerns. Consulted with Area Manager when resolution was delayed or not forthcoming from service manager.
- Maintained detailed records in compliance with company and industry standards.
- Provided clear communication to customers regarding case status and next steps.
- Collaborated with team members to resolve complex customer issues efficiently.
- Demonstrated strong organizational skills in managing multiple cases simultaneously.
Medical Records Specialist
Associates in Nephrology
2020.01 - 2023.09
- Oversaw requests for medical records from facilities, insurance companies, and patients.
- Navigated electronic health record systems to process all requests efficiently.
- Administered subpoenas and risk adjustments in compliance with legal requirements.
- Responded to phone calls, faxes, and emails from patients, providers, and legal entities.
- Maintained HIPAA compliance in all record handling and communications.
Medical Transcriptionist
Radiology Regional Center
2019.01 - 2020.12
- Interpreted radiological studies and transcribed reports using speech recognition technology.
- Ensured accuracy and clarity in all transcribed medical documents.
- Maintained confidentiality and compliance with HIPAA regulations.
Medical Transcriptionist
Lee Health
2013.01 - 2016.12
- Transcribed a variety of medical reports, including pathology, cardiology, and psychiatric evaluations.
- Maintained a 99% accuracy rate in daily line quota documentation.
- Provided customer service to physicians needing transcription assistance.
- Ensured timely completion of all assigned transcription tasks.
Medical Transcriptionist
Nebraska Health Center
2008.01 - 2013.12
- Coordinated with fellows and pathology residents for accurate report preparation.
- Collected and labeled bone marrow biopsy slides and laboratory findings.
- Managed outside consultation requests and processed various medical materials.
- Developed weekly QA cases and produced reports for peer review meetings.
- Facilitated communication between physicians and hematopathologists.
- University of Nebraska Medical Center-Omaha, NE
Medical Assistant
Internal Medicine of Southwest Florida
Fort Myers, FL
1997.09 - 2001.06
- Performed medical assistant duties, including assisting with flexible sigmoidoscopy, EKG, and telephone triage.
- Transcribed medical reports for all providers in the practice.
- Supported office operations and patient care activities.
Medical Assistant
Michael Bell, DO
Fort Myers, FL
1995.08 - 1997.07
- Performed medical assisting duties, including taking vital signs, medical histories, and administering injections.
- Assisted in office procedures and specimen preparation.
- Maintained inventory and sample closet.
- Called in medications and communicated with other providers.
- Answered phones and supported front desk operations.
Education
Medical Assisting - undefined
Fort Myers Technical College
07.1995
Medical Assisting - undefined
Fort Myers Technical College
07.1995
GED - High school diploma or GED
Fort Myers High School
Skills
- Electronic health records (EHR) management
- Customer relationship building
- Medical records coordination
- Organizational skills
- Appointment scheduling
- Customer complaint resolution
- Medical office experience
- HIPAA compliance
- Medical software
- Patient interaction
- Computer operation
- Word processing
- Microsoft Word
- Microsoft Office
- Achieving HIPAA compliance
- Aseptic technique
- Medical transcription
- Medical scheduling
- Patient service
- Technical Proficiency
- Customer inquiry handling
- Front desk
- Case management
- Data entry
- Medical assisting
- Conflict management
- Driving
- IT
- Customer service
- ICD-10
- Working with individuals with developmental disabilities
- Computer literacy
- Records management
- Phone etiquette
- Clinical documentation
- Medical administrative support
Certification
Driver's License
Languages
English
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Timeline
Client Advocate
HCSC Corporation
2022.01 - 2025.09
Case Manager
AltaResources
2021.11 - 2025.09
Medical Records Specialist
Associates in Nephrology
2020.01 - 2023.09
Medical Transcriptionist
Radiology Regional Center
2019.01 - 2020.12
Medical Transcriptionist
Lee Health
2013.01 - 2016.12
Medical Transcriptionist
Nebraska Health Center
2008.01 - 2013.12
Medical Assistant
Internal Medicine of Southwest Florida
1997.09 - 2001.06
Medical Assistant
Michael Bell, DO
1995.08 - 1997.07
Medical Assisting - undefined
Fort Myers Technical College
Medical Assisting - undefined
Fort Myers Technical College
GED - High school diploma or GED
Fort Myers High School