Melanie Myers

Providing world class customer service by exceeding expectations of callers whether they be providers or members, and going above and beyond to meet their needs with a kind and professional demeanor. Verbal and faxed dental breakdowns with an explanation of each individual plan, and how it pays and coincides with that particular network. Claim receipt, payment or denial details provided and requests for resubmission, reimbursement or re-keying where necessary. Following up with members and providers to provide details of claim reprocessing, network updates and check reissue. Working together as a team to resolve any issues the caller might have by providing updated information and details to each other and communication with my team lead and supervisor accordingly. Keeping a quality score of 99% or higher each month and typing 60 words per minute.

• Translated high-level goals into actionable strategies based on technical knowledge and available data
• Inspired diverse workgroup to build customer and company loyalty
• Safeguarded customer data by observing information security policies and confidentiality guidelines
• Offered actionable solutions for customer concerns, following internal database prompts and company scripts
• Accommodated callers with language interpretation and call escalation to specific departments
• Answered incoming calls, chat messages and email communications to handle product concerns
• Met inbound customer needs while maintaining strict performance targets
• Referred unresolved customer grievances to designated departments for further investigation.

• Reviewed 80 patient cases per week and verified insurance coverage information
• Communicated verification and authorization status updates with insurance department to facilitate decision-making for patient admissions and insurance coverage
• Observed strict procedures to protect sensitive patient information, medical records and payment data
• Maintained strong knowledge of basic medical terminology to better understand services and procedures
• Verified client information by analyzing existing evidence on file
• Made contact with insurance carriers to discuss policies and individual patient benefits
• Posted payments to accounts and maintained records
• Assured timely verification of insurance benefits prior to patient procedures or appointments
• Implemented Eaglesoft and Dentrix for digitizing and organizing over 700 medical records
• Received and routed laboratory results to correct clinical staff members
• Answered phone calls and messages for one DDS dental facility, scheduling appointments and handling patient inquiries
• Registered and verified patient records before triage with most up-to-date information
• Organized patient files and streamlined operations to improve efficiency
• Organized and maintained patient chart filing system to promote quick data finding for staff
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls
• Placed new supply orders, managed inventory and restocked clerical spaces
• Carried out front office duties utilizing data entry skills in framework of medical database
• Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
• Answered telephone calls to offer office information, answer questions and direct calls to staff
• Kept detailed records of office inventories and placed $300 orders for more supplies
• Obtained payments from patients and scanned identification and insurance cards
• Received, recorded and addressed incoming and outgoing communication via telephone and email
• Managed office logistics by scheduling appointments, maintaining files and collecting payments
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts
• Completed administrative patient intakes with case histories, insurance information and mandated forms.

• Confirmed appointments, communicated with clients and updated client records
• Managed multiple tasks and met time-sensitive deadlines
• Answered large volume of incoming calls daily to resolve customer issues and schedule appointments
• Supported various administrative duties by proofreading, transcribing and invoicing
• Restocked supplies and placed purchase orders to maintain adequate stock levels
• Triaged incoming calls on multi-line phone system and directed to departments based on customer needs
• Liaised with vendors, contractors and professional services personnel to properly process orders
• Resolved customer problems and complaints
• Kept reception area clean and neat to give visitors positive first impression
• Scheduled and confirmed appointments and meetings for senior management team
• Aggregated and prepared documentation and reports for office meetings, distribution and filing
• Kept records in CRM to maintain customer data
• Responded to inquiries from callers seeking information
• Sorted, received and distributed mail correspondence between departments and personnel
• Drafted professional memos, letters and marketing copy to support business objectives and growth
• Answered phone promptly and directed incoming calls to correct offices
• Managed multi-line phone system directing individuals to desired personnel and providing general information about operations
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
• Oversaw inventory materials monitoring, requisitions and supply re-stocking.

• Built strong relationships with customers through positive attitude and attentive response
• Mentored and guided employees to foster proper completion of assigned duties
• Initiated timely response to emails, voicemails and written correspondence
• Molded team and embraced change to adapt within dynamic market
• Implemented new working processes to deliver multiple improvements
• Provided constructive criticism regarding quality assurance on collections team phone calls
• Partnered with managers to identify and capitalize on sales trends and brand initiatives
• Maximized efficiency by removing safety hazards and debris from work areas
• Led team of 8 members while providing exceptional customer service
• Assisted managerial and cash offices with business development and customer service
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
• Completed special cuts, grooves and bevels to produce desired looks
• Identified stock imperfections, assigned grades and noted production concerns based on regular inspections
• Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Established open and professional relationships with team members to achieve quick resolutions for various issues
• Documented counts and sorted finished work to promote easy access for shipping or additional processing
• Cross-trained and provided back up for customer service managers
• Adhered to rigorous standards for customer service, merchandising and operational safety.