Melanie Lunsford
Los Angeles,CA
Summary
Dedicated and patient, capable representative committed to delivering exceptional support to patients seeking reliable information on insurance coverage, finance options, and documentation requirements. Expertise in scheduling and database management, streamlining communication and reducing correspondence backlogs. Strength lies in identifying client needs and concerns, enhancing engagement strategies and providing top-notch service.
Overview
28
28
years of professional experience
Work History
Patient Care Coordinator/MPTL
UnitedHealth Group
04.2020 - Current
- Delivered excellent patient experiences and direct care.
- Trained new staff on filing, phone etiquette and other office duties.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Recommended service improvements to minimize recurring patient issues and complaints.
Referral Coordinator
Kids and Teens Medical Group
06.2019 - 03.2020
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Weighed patient need, provider availability, and insurance coverage to determine optimal referrals.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
Authorization Coordinator
Adventist Health Physicians Network
01.2019 - 05.2019
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proven ability to learn quickly and adapt to new situations.
- Reviewed documentation for accuracy and assessment of necessity.
- Reviewed authorizations from payer to determine approved or denied items.
- Maintained consistent follow-up on status of prior authorization requests.
Patient Access Representative/Customer Service Representative/Quality Control
Glendale Adventist Medical Center/Cerner
08.1999 - 10.2018
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Verified patient insurance eligibility and entered patient information into system.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Customer Service Operator/Supervisor
Fry's Electronics
01.1997 - 08.1999
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Education
B.S. - Health Care Administration
University of Phoenix
Pasadena, CA01.2010
A.S. and A.A - Early Childhood Education
Pasadena City College
Pasadena, CA01.1993
Skills
- Patient registration
- Healthcare
- Relationship building
- Attention to detail
- Quality assurance
- Patient documentation
- Healthcare system navigation
- Payment collection
- New hire training
- Insurance verification
- Multitasking
- Medical terminology
Accomplishments
- Documented and resolved patient registration issues which led to cleaner claims being processed.
- Achieved results through effectively helping with training employees.
- Customer Relations - Earned highest marks for customer satisfaction and earned The Guardian Angel award.
- Increased departmental transparency and opened up communication channels to improve team collaboration.
Timeline
Patient Care Coordinator/MPTL
UnitedHealth Group
04.2020 - Current
Referral Coordinator
Kids and Teens Medical Group
06.2019 - 03.2020
Authorization Coordinator
Adventist Health Physicians Network
01.2019 - 05.2019
Patient Access Representative/Customer Service Representative/Quality Control
Glendale Adventist Medical Center/Cerner
08.1999 - 10.2018
Customer Service Operator/Supervisor
Fry's Electronics
01.1997 - 08.1999
A.S. and A.A - Early Childhood Education
Pasadena City College
B.S. - Health Care Administration
University of Phoenix
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