Melanie Hoerner
Evans City,Pennsylvania
Summary
Patient Care Coordinator
Loyal, tactical team builder and strategic planner with extensive background in account management. Highly knowledgeable in customer service. Very passionate about what I do. Healthcare professional with solid foundation in patient care coordination, consistently ensuring smooth operations and patient satisfaction. Proven ability to collaborate effectively with medical teams and adapt to dynamic healthcare environments. Known for excellent organizational skills and patient-focused approach.
Overview
20
20
years of professional experience
Work History
Patient Care Coordinator
Coram Home Infusion
04.2021 - Current
- Explained policies, procedures and services to patients using medical and administrative knowledge
- Coordinated communication between patients, family members, medical staff, administrative staff, or regulatory agencies
- Investigated and directed patient inquiries and complaints to appropriate medical staff members and followed up to ensure satisfactory resolution
- Interviewed patients or representatives to identify problems relating to care
- Adhered to quality and service standards to support operational goals
- Participated in ongoing training to enhance own job skills and knowledge
- Responded quickly to meet customer needs and resolve problems
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Coordinated discharge planning, ensuring smooth transitions to home care or rehabilitation facilities.
- Managed patient records with strict adherence to confidentiality and accuracy standards.
Account Representative
UPMC Home Healthcare
01.2018 - 04.2021
- Received and processed client payments, and updated accounts
- Reviewed accounts for delinquencies and other ongoing issues
- Oversaw disputes resolution and reconciliation for client accounts
- Partnered with cash application team and credit manager on timely and accurate posting of remittances
- Accepted and processed customer payments and applied toward account balances
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems
- Routinely contacted account holders with balances over 90 days past due to resolve delinquencies
- Contacted insurance providers to verify correct insurance information and obtain authorization for proper billing codes
- Contacted patients for unpaid claims for HMO, PPO and private accounts and performed friendly follow-ups to ensure proper payments were made according to contracts
- Prepared billing statements for patients, ensuring correct diagnostic coding
Administrative Assistant
Right at Home
10.2009 - 12.2018
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service
- Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction
- Increased accuracy by verifying data while processing incoming and outgoing checks and wire transfers
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports
- Developed administrative processes to achieve organizational objectives and improve office efficiency
- Organized and maintained filing and document management systems by coordinating, archiving and purging files
- Conducted and initialized background checks for potential employees
Hairstylist/Manager
Great Clips
02.2005 - 09.2009
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service
- Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction
- Increased accuracy by verifying data while processing incoming and outgoing checks and wire transfers
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports
- Developed administrative processes to achieve organizational objectives and improve office efficiency
- Organized and maintained filing and document management systems by coordinating, archiving and purging files
- Conducted and initialized background checks for potential employees
- Conducted regular meetings to brief employees about salon's success and announce sales goals
- Increased business by developing innovative marketing programs
- Utilized successful strategies for sales, customer service and daily operations to continuously improve overall business and customer base
- Managed all areas of salon operations, including appearance, performance and sales of products
- Worked with diverse customers to provide satisfactory cuts and styles appropriate to individual ages, tastes and style preferences
- Increased retail product revenue by demonstrating and recommending products to fulfill clients' hair needs
- Addressed customer problems quickly and according to service standards
- Promoted to leadership position after 1 year in position
- Resolved guest complaints
- Scheduled employees and made sure all shifts had adequate coverage
- Implemented successful marketing initiatives that brought in new revenue company-wide
- Consistently recognized by management for providing superior customer service
- Scheduled employees and oversaw customer appointment calendar
- Placed inventory orders, monitored shelf stock and tracked expenses
Education
High School Diploma -
Seneca Valley High School
Harmony, PA05.1996
State License In Cosmetology -
Butler County Vo-Tech
Butler, PA05.1996
Skills
- Patient Rapport
- Quality Standards and Protocols
- Resolving Problems
- Organizational Standards
- Patient Care Coordination
- HIPAA Compliance
- Organizational Skills
- Multitasking ability
- Critical Thinking Skills
- Customer Service
- Patient Relations
- Attention to Detail
Additional Information
Very fluent in Epic, Excel, Salesforce, HCN and Microsoft 360. Im always happy and willing to learn new programs. I am very dedicated and loyal to my employers and love any opportunity to grow my skills and advance with the company. Extremely hard worker and always willing to jump in to give extra help when needed.
Timeline
Patient Care Coordinator
Coram Home Infusion
04.2021 - Current
Account Representative
UPMC Home Healthcare
01.2018 - 04.2021
Administrative Assistant
Right at Home
10.2009 - 12.2018
Hairstylist/Manager
Great Clips
02.2005 - 09.2009
State License In Cosmetology -
Butler County Vo-Tech
High School Diploma -
Seneca Valley High School
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