Melanie Quiles
Sandown
Summary
Customer service professional with 10 years of experience in client advocacy and problem-solving. Demonstrated ability to maintain high satisfaction ratings in high-volume environments while ensuring regulatory compliance. Skilled in de-escalating stressful situations, mentoring staff, and collaborating with teams to enhance client retention.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Lab Billing Specialist
Sentara
01.2024 - Current
- Spearheaded client advocacy initiatives by resolving high-tier, complex inquiries and translating intricate financial metrics into clear, transparent education for clients
- Optimized the customer onboarding journey by conducting meticulous eligibility verifications, proactively mitigating billing discrepancies, and reducing front-end customer friction
- Collaborated with cross-functional departments to expedite critical case resolutions, ensuring an efficient, seamless, and high-quality administrative experience
Patient Service Representative
Lahey Health
Danvers
01.2021 - 01.2023
- Delivered premier, high-touch customer service, facilitating a welcoming, flawless, and efficient intake and registration lifecycle
- Resolved complex client escalations with professional empathy, establishing immediate rapport and ensuring a seamless transition to specialized services
- Maintained 100% compliance with data privacy standards while strategically orchestrating high-volume schedules to drive departmental efficiency
Mental Health Counselor
Lahey Health
Lynn
01.2018 - 01.2021
- Utilized advanced crisis intervention, active listening, and conflict resolution skills to de-escalate high-acuity, high-stress environments and guarantee client safety
- Acted as the core liaison between diverse stakeholder groups, community resources, and internal partners to manage complex logistics and coordinate holistic client care
Patient Care Technician
Fresenius Medical Care
Saugus
01.2017 - 01.2018
- Cultivated long-term client loyalty and trust by building strong rapport and delivering highly attentive, personalized care and technical support
- Served as a reassuring, consultative presence during critical intake procedures, managing fast-paced data collection with zero errors
Animal Care Technician
Boston Children's Hospital
Boston
01.2014 - 01.2017
- Managed complex compliance protocols with strict operational accountability and attention to detail in fast-paced environment
- Coordinated daily team workflows and large-scale inventory cycles while enforcing high service standards for internal stakeholders
Education
Bachelor of Science - Health Science
Northeastern University
Boston, MA08-2020
Some College (No Degree) - Medical Billing & Coding
University of New Hampshire
Durham, NHSkills
- Billing Compliance
- Revenue Cycle Management
- ICD-10 & CPT Knowledge
- Claim Denial Resolution
- Insurance Verification
- Insurance verification
- EMR: Epic & Cerner
- HIPAA/Patient Privacy
- Patient Billing Support
- Medical coding
- De-escalation Techniques
- Conflict Resolution
- Patient Communication
Certification
- CPC Candidate
- AAPC Certification Exam Scheduled SEPT 2026
Personal Information
Title: Healthcare Revenue & Patient Services Professional
Timeline
Lab Billing Specialist
Sentara
01.2024 - Current
Patient Service Representative
Lahey Health
01.2021 - 01.2023
Mental Health Counselor
Lahey Health
01.2018 - 01.2021
Patient Care Technician
Fresenius Medical Care
01.2017 - 01.2018
Animal Care Technician
Boston Children's Hospital
01.2014 - 01.2017
Bachelor of Science - Health Science
Northeastern University
Some College (No Degree) - Medical Billing & Coding
University of New Hampshire