Melanie Jones
Birmingham,AL
Summary
Certified Health Information Specialist with many years of experience delivering accurate and up-to-date health information to colleagues and customers. Well-versed with medical terminology and diagnoses and on legal and regulatory health care requirements. Technically advanced and personable professional with proven proficiency at building electronic health record systems.
Overview
14
14
years of professional experience
Work History
Mole Scheduler
UAB / Whitaker (Dermatology)
Birmingham, AL
09.2019 - Current
- Verified accuracy of billing information prior to submitting claims.
- Conducted follow up calls with patients after their procedure was completed.
- Assisted with pre-operative preparation such as obtaining insurance authorizations, lab work, radiology tests.
- Participated in quality assurance activities within the department as directed by management.
- Created and managed surgical schedules for multiple surgeons.
- Maintained a high level of customer service by responding promptly to inquiries from patients and families about their care plans and procedures.
- Adhered to HIPAA guidelines when handling confidential information.
- Ensured that all required documents were obtained prior to scheduled procedures.
- Performed data entry into various computer systems related to surgery scheduling.
- Provided patient education and answered questions regarding the surgery process.
- Attended weekly meetings with department managers in order to review progress of surgical scheduling operations.
- Collaborated with other hospital personnel to coordinate resources for optimal patient flow during surgery scheduling processes.
- Reviewed daily reports on pending cases, cancellations, and no shows in order to make adjustments as needed.
- Managed appointment reminders for upcoming surgeries via phone or mailers.
- Coordinated with patients, staff, and physicians to ensure accurate scheduling of surgeries.
- Assisted doctors in resolving any conflicts related to surgery times or delays due to unforeseen circumstances.
- Gathered current medical information and reviewed histories to gather details for surgeons.
- Booked surgeries according to physician volume and maintained prompt turnaround times.
- Collaborated and established strong working relationships with physicians, supervisors and colleagues.
- Scheduled follow-up appointments as designated by physician.
- Checked patient insurance and collected pre-authorizations from providers.
- Communicated with patients with compassion while keeping medical information private.
- Scheduled and confirmed patient appointments and consultations.
Patient Encounter Specialist
UAB / Whitaker (Dermatology)
Birmingham, AL
06.2010 - 09.2019
- Coordinated with other departments to ensure efficient workflow processes.
- Analyzed customer needs and recommended appropriate products or services.
- Maintained accurate records of customer interactions and feedback.
- Assisted in developing strategies to increase customer satisfaction levels.
- Developed and implemented specialized procedures for customer service operations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Provided general customer service support by answering questions about services provided by the practice.
- Scheduled appointments and managed patient records using electronic health record software.
- Processed payments from patients, including cash, check, or credit card transactions.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Answered incoming calls and responded to inquiries in a timely manner.
- Responded to patient inquiries regarding account status.
- Maintained strict confidentiality when dealing with sensitive information.
- Provided assistance with completing paperwork, such as insurance forms and medical history.
- Created weekly reports summarizing activity within the department.
- Greeted patients upon arrival and verified patient information.
- Performed administrative tasks such as filing, faxing documents, copying materials, and other clerical duties as needed.
- Identified trends in denials or rejections of claims and worked to resolve them quickly.
- Ensured all required documentation was completed accurately before submitting claims.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Guided patients through the completion of consent and other required medical forms.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Explained policies, procedures and services to patients.
- Collaborated with clinical and administrative staff to meet patient needs.
Patient Encounter Specialist
UAB / Drug Free/ UAB Temp
Birmingham, AL
2009 - 2010
- Provided directions to various locations within the facility.
- Assigned badges to visitors and provided necessary information about the facility.
- Updated customer database with new contact information as needed.
- Provided assistance with general inquiries from guests and employees.
- Performed light administrative duties such as filing paperwork, data entry.
- Resolved customer complaints in a timely manner.
- Greeted customers and provided excellent customer service.
- Answered incoming calls, took messages, and transferred calls to appropriate personnel.
- Scheduled appointments for clients according to their availability.
- Verified visitor identification and contact details.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Enter demographic, and charge data into the system
- Filled notes in charts
Environmental Services
St. Medical East Hospital
Bellingham, AL
2005 - 2009
- Operated equipment and machinery according to safety guidelines.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed routine maintenance
- Maintain janitorial closets in a neat and organized manner.
- Vacuum carpets in offices, hallways, lobbies, stairwells.
- Sweep, mop, and buff floors in all areas of the building.
- Set up chairs and tables for events or meetings as required by management.
- Follow established procedures for proper chemical use and storage.
- Clean windowsills and window coverings when necessary.
- Keep records of janitorial supplies used to inform restocking needs.
- Dust furniture and wipe down surfaces throughout the facility.
- Mix various cleaning solutions according to instructions for specific tasks.
- Assist with special projects or deep cleaning tasks as requested.
- Ensure all equipment is properly stored at the end of each shift.
- Respond quickly to spills or messes in order to minimize damage.
- Identified potential hazards in the workplace and reported them to management immediately.
- Ensure hazardous materials are disposed of correctly per regulations.
- Inspect for any safety hazards or maintenance issues that need attention.
- Clean and sanitize restrooms and break rooms, including sinks, toilets, counters, mirrors, and floors.
- Empty trash cans and replace liners as needed.
- Transport waste to designated disposal area according to regulations.
- Restock supplies such as toilet paper, paper towels, soap dispensers.
- Followed strict schedules, cleaning according to facility usage and room availability.
- Reported interior and exterior maintenance needs to managers.
- Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
- Kept building interiors appealing with routine deep cleaning of high-traffic areas.
- Serviced, cleaned and restocked restrooms.
Data Entry Clerk
South Trust BANK
Birmingham, AL
1998 - 2005
- Operated various office equipment such as scanners, printers. when required.
- Created spreadsheets to track data entries.
- Maintained confidentiality of sensitive information entered into the system.
- Compiled reports based on gathered information.
- Updated existing records with new or revised information as needed.
- Scanned documents into appropriate databases for storage purposes.
- Reviewed existing information for accuracy and made necessary corrections.
- Utilized specialized software applications related to the job role.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Organized files according to established procedures for easy retrieval later on.
- Assisted colleagues with resolving any issues related to data entry operations.
- Provided support to management staff in regards to data entry processes.
- Identified discrepancies between source documents and entered data.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Maintained updated knowledge of industry trends related to data entry operations.
- Followed up on pending tasks until completion.
- Verified accuracy and completeness of data entry into the database system.
- Identified and corrected data entry errors to prevent duplication across systems.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Proofread and edited documents to correct errors.
- Exceeded quality goals to support team productivity.
- Reviewed and updated account information in company computer system.
- Transferred data from hard copies to digital databases, organizing information in new formats.
- Maintained database by entering new and updated customer and account information.
- Stored hard copies of data in organized files to optimize retrieval.
- Obtained scanned records and uploaded into company databases.
- Transferred written information into databases to maintain consistent, accurate client records and project details.
Enviromental Services Tech
Inside Out Cleaning Services
Homewood, AL
1997 - 1998
- Kept records of daily tasks performed on job log sheets.
- Vacuumed carpets, furniture, and upholstery.
- Transported waste to designated disposal sites according to safety protocols.
- Dusted furniture, fixtures, and other surfaces.
- Maintained janitorial closets in a clean, organized manner.
- Emptied trash cans and replaced liners.
- Provided excellent customer service when interacting with customers or colleagues.
- Sanitized all restroom fixtures including sinks, toilets, urinals, mirrors, walls and floors.
- Stocked restrooms with paper products and soap dispensers.
- Responded quickly to spills or accidents using appropriate cleaning materials.
- Cleaned windows, door frames, and sills.
- Disinfected kitchen appliances such as refrigerators and microwaves.
- Performed minor maintenance tasks such as changing light bulbs or unclogging drains.
- Assisted in snow removal from sidewalks during winter months.
- Followed established health codes while performing duties.
- Adhered to all safety guidelines while operating machinery such as floor buffers.
Customer Service Representative Team Lead
Payless Shoes
Birmingham, AL
1994 - 1997
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with purchase decisions based on needs analysis.
- Identified potential opportunities for process improvement within the department.
- Performed data entry activities as needed.
- Participated in team meetings to discuss best practices for resolving customer issues.
- Demonstrated strong problem solving skills in addressing customer issues.
- Cross-sold products and services when appropriate.
- Provided product and service information to customers.
- Responded to customer inquiries via phone, email and chat.
- Prioritized tasks effectively to meet deadlines.
- Handled difficult or emotional customer situations with empathy and professionalism.
- Resolved customer complaints promptly and efficiently.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Developed strong customer relationships to encourage repeat business.
- Strengthened customer retention by offering discount options.
Cashier / Line Cook
Rally's Restaurant
Bingham, AL
1992 - 1994
- Assisted customers with locating items within the store when requested.
- Trained new cashiers on proper use of registers and store policies.
- Processed refunds and exchanges according to company policy.
- Maintained accurate records of all transactions, ensuring compliance with company policies and procedures.
- Assisted cashiers with resolving customer complaints and inquiries.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Completed paperwork related to personnel actions including hiring, terminations, transfers.
- Conducted inventory audits to ensure accuracy of product levels in the register area.
- Answered customer questions and provided store information.
- Taking food and drink orders
Education
Skills - Continuing Education Administration
UAB / Witaker
Birmingham, AL01-2024
Associate of Science - Computer and Information Sciences
T.A. Lawson State Community College
Birmingham, AL05-2009
Skills
- Type 50wpm
- IDX
- Impact
- Microsoft Office: Word, Excel, Power Point, and Access Skills
- Precertification/Certification for (12) years
A PDT Treatments
B Radiology CT-PET Scan
C MRI
CPR certified
- Defibrillator Certified
- Organizational and multitasking skills
- Customer-oriented communication skills
- Excellent attention to detail
- I have Strong interpersonal skills customer service oriented during situations in which clients or customers may be frustrated
- I am able to speak and write in a professional manner I am able to communicate with clients, drivers, operations, and patients as needed
- I am Proficient and accurate when typing/data-entry skills
- I have Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described
- I have the ability to demonstrate ownership for the customer experience and provide solutions to routine and common issues rather than escalating problems is essential
- Schedule Coordination
- Strong Work Ethic
- Teamwork and Collaboration
Timeline
Mole Scheduler
UAB / Whitaker (Dermatology)
09.2019 - Current
Patient Encounter Specialist
UAB / Whitaker (Dermatology)
06.2010 - 09.2019
Patient Encounter Specialist
UAB / Drug Free/ UAB Temp
2009 - 2010
Environmental Services
St. Medical East Hospital
2005 - 2009
Data Entry Clerk
South Trust BANK
1998 - 2005
Enviromental Services Tech
Inside Out Cleaning Services
1997 - 1998
Customer Service Representative Team Lead
Payless Shoes
1994 - 1997
Cashier / Line Cook
Rally's Restaurant
1992 - 1994
Skills - Continuing Education Administration
UAB / Witaker
Associate of Science - Computer and Information Sciences
T.A. Lawson State Community College