Melanie Robinson
Halethorpe,MD
Summary
Knowledgeable and reliable professional offering over 24 years of Administrative/Medical office experience. Specializing in Medical Billing, Accounts Receivable and Team Building/Training Techniques.
Providing a record of excellence encompassing 6 plus years in Customer Service, 9 years of Medical Billing and 7 years of Bookkeeping.
A Proactive Team Leader with expertise in deescalation techniques, exhibiting a track record of dedication to handling and resolving complex customer issues.
Overview
24
24
years of professional experience
Work History
Office Manager/Medical Biller
Maryland Spine and Brain Specialists, Inc
Catonsville, MD
07.2020 - 05.2021
- Claims creation, submission and follow-up
- Appeals
- Accounts Receivable/Accounts Payable
- Dictations
- Credentialing
- Workman’s Comp Claims
- Surgical Scheduling
- Ordering supplies
- Check-in and Check-out
- Book-keeping and daily reconciliation
- Chart creation
- Debt Collections Customer Service
- Collected payments and applied to patient accounts.
- Communicated with insurance providers to resolve denied claims and resubmitted
- Filed and updated patient information and medical records.
- Posted payments and collections on regular basis.
- Prepared billing statements for patients and verified correct diagnostic coding
- Reviewed patient records, identified medical codes and created invoices for billing purposes.
- Delivered timely and accurate charge submissions
- Reviewed patient diagnosis codes to verify accuracy and completeness
- Adhered to established standards to safeguard patients' health information
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers
- Trained new employees on multiple medical billing programs and data entry software
- Liaised between patients, insurance companies and billing office
- Set up and maintained new electronic billing system
- Posted surgical charges for practice providers
Team Lead Customer Service
Nations Photo Lab
Cockeysville, Maryland
02.2018 - 07.2020
- Participate in the Creation and Review of Departmental SOP's for our Department.
- Attend/participate in daily Team Leader/Management Meetings
- Attend/participate in Specialized/Departmental and Team Meetings
- Create and participate in Monthly Team Member/Chat Agent Evaluations
- Assist Clients on the Website/ROES system with technical questions regarding the site
- Answer questions regarding products and sales
- Answer, shipping/billing questions
- Customer Escalations via Chat/Phone or Email
- Assist in reviewing Resumes and taking part in the interview process for future team hires.
- Started as a Remote Chat Agent, promoted to Tier II, then promoted to Team Leader position
- Opened up/assisted in creating the "evening shift"
- Coached new team members on service techniques and provided scoring through quality assurance program
- Resolved customer service issues using company processes and policies and provided updates to customers
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Checked status of orders and back-ordered products to coordinate efficient shipments
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem
- Handled day-to-day customer contact via phones, faxes and emails
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
Member Support Agent
Doctor on Demand
San Francisco, California
11.2015 - 10.2017
- Answering incoming calls, chats, and messages from Patients & Providers
- Assist Patients/Members with Tech Support and Troubleshooting Issues
- Called in/transferred Prescriptions as needed
- Create various forms of Patient documentation
- Account resolution (Voids, Refunds, Account Closure)
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Medical Billing Specialist
Lifestar Response Of MD/NJ
Halethorpe, MD
06.2011 - 10.2015
- Answered Multiple Phone lines
- Charge entry/correction
- Claims Submission, Follow-up
- Collections
- Employee Training
- Customer Service
- Secondary Claims
- Records Requests
- Medicare Follow up/Appeals/Refunds
- Medicaid, Private Pay, Facility Billing.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Located errors and promptly refiled rejected claims.
- Precisely evaluated and verified benefits and eligibility.
- Identified and resolved patient billing and payment issues.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Precisely completed appropriate claims paperwork, documentation and system entry.
- Communicated with patients for unpaid claims for HMO, PPO and private accounts and delivered friendly follow-up calls for proper payments to contracts.
- Printed and reviewed monthly patient aging report and solicited overdue payments.
- Evaluated patients' financial status and established appropriate payment plans.
- Prepared billing correspondence and maintained database to organize billing information.
- Performed billing and coding procedures for ambulance, emergency room, impatient and outpatient services.
- Maintained and updated collections tracking spreadsheet to help organize payment information.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Collected payments and applied to patient accounts.
- Delivered timely and accurate charge submissions.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Prepared accounts with past due balances and transferred those cases to collection agency.
- Liaised between patients, insurance companies and billing office.
Medical Biller/Medical Secretary
Samuel R Williams and Lisa Petit
Catonsville, MD
07.2012 - 03.2013
- Medical Billing (Submission, Appeals, and Follow-up)
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted payments and collections on regular basis.
- Filed and updated patient information and medical records.
- Collected payments and applied to patient accounts.
- Reviewed patient records, identified medical codes and created invoices for billing purposes.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Adhered to established standards to safeguard patients' health information.
- Delivered timely and accurate charge submissions.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Liaised between patients, insurance companies and billing office.
- Gathered information from multiple sources to simplify billing and organize accounts.
- Prior Authorizations
- Referrals
- Ordered supplies for office
- Ordered Vaccinations
- Scheduled Patients
- Called in Prescriptions
Medical Biller/Accounts Receivable Specialist
Nexion Health Management
Sykesville, MD
10.2007 - 05.2010
- Comprised billing for various payees of nursing care facilities
- Accounts receivable, resolution and troubleshooting
- Participated in direct correspondence with upper-level management including
- Finance officers, administrators, business managers, and corporate officers to resolve account balances
- Completed auditing on claims filed with Medicare, Texas Medicaid, and Managed Care as well as other Co-insurances
- Comprised spreadsheets and handled special projects for regional personnel
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Delivered timely and accurate charge submissions.
- Adhered to established standards to safeguard patients' health information.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Trained new employees on multiple medical billing programs and data entry software.
- Liaised between patients, insurance companies and billing office.
- Gathered information from multiple sources to simplify billing and organize accounts.
Administrative Assistant Business Office
Transitions Healthcare/Continuum Care
Sykesville, MD
10.2006 - 10.2007
- Assisted the business office manager in the documentation of daily census for
- Residents and insurance
- Reviewed and adjusted Medicare and Managed Care claims
- Obtained referrals and authorizations for faculty admissions
- Handled centralized scheduling for 42+ employees
- File Maintenance
- Manual Creation to improve process efficiency.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Handled client correspondence and tracked records to foster office efficiency.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
Medical Secretary II
The Center for Wound Healing at HCGH
Columbia, MD
04.2005 - 09.2006
- Triaged Patients
- Answered Multiple Phone lines
- Scheduled/Assisted patients for 6 Doctors/Specialists
- Created/Maintained Electronic/Paper Files and Charts
- Created Brochures
- Scheduled Reps/Luncheons
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Organized paperwork such as charts and reports for office and patient needs.
- Enhanced office productivity by handling high volume of callers per day.
- Maintained current and accurate medical records for patients.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Supported office staff and operational requirements with administrative tasks.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Coordinated customer service, patient scheduling and billing.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Maintained office supplies inventory by checking stock, anticipating department needs and placing and expediting orders.
- Proofread documents and correspondence for accuracy and completeness.
- Reviewed, screened and distributed daily mail correspondence to appropriate personnel.
- Facilitated new patient prescriptions, refills, and prescription pre-authorizations.
- Kept office equipment operating by troubleshooting breakdowns, performing preventive maintenance and coordinating repairs.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Received and routed laboratory results to correct clinical staff members.
- Obtained payments from patients and scanned identification and insurance cards.
Medical Secretary
Carroll Primary Care
Eldersburg, MD
06.2004 - 03.2005
- Check-In/Check-Out
- Prior Authorizations & Referrals
- Copays
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Organized paperwork such as charts and reports for office and patient needs.
- Enhanced office productivity by handling high volume of callers per day.
- Maintained current and accurate medical records for patients.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Supported office staff and operational requirements with administrative tasks.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Prioritized calls through screening process and transferred calls and recorded messages for appropriate personnel.
- Facilitated new patient prescriptions, refills, and prescription pre-authorizations.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Obtained payments from patients and scanned identification and insurance cards.
- Received and routed laboratory results to correct clinical staff members.
- Registered and verified patient records before triage with most up-to-date information.
Patient Access Services
Carroll County Hospital
Westminster, MD
12.2003 - 06.2004
- Prior Authorizations/Referrals for incoming patients that were having procedures.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Followed document protocols to safeguard confidentiality of patient records.
- Recommended service improvements to minimize recurring patient issues and complaints.
Executive Secretary
Christian Life Fellowship
Catonsville, MD
07.1997 - 10.2003
- Ordered supplies for Children’s Ministry, Cleaning and Music Crew
- Handled travel arrangements for visiting Ministers and Guest Speakers
- Organized Meetings/Took Minutes
- Payroll and Monthly Taxes
- AP/AR
- Scheduled Children’s Ministry Workers and Cleaning Crew
- Transcribed phone messages and relayed to appropriate personnel.
- Produced accurate office files, updated spreadsheets and crafted presentations.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Volunteered to help with special projects of varying degrees of complexity.
- Created and managed office systems to efficiently deal with documentation.
- Wrote reports, executive summaries and newsletters.
District Secretary
Vulcraft Steel Corp
Woodlawn, MD
04.1996 - 06.1997
- Handled Contracts
- Answered Phones/Took Clients Calls
- Ordered Supplies
- Filing Travel Arrangements
Education
Microsoft Office (Word, Excel, Access) - Business Administration
Howard County Community College
Columbia, MD2006
High School Diploma -
Lansdowne Senior High
Baltimore, MD06.1993
Skills
- Itemized Statement Preparation
- Fee and Charge Computation
- Account Posting
- Billing and Invoicing
- Invoice Documentation Management
- Billing Data Verification
- Financial Documentation
- Equipment Monitoring and Troubleshooting
- Conflict Resolution
- Cost Reporting
- Team Collaboration
- Data Analysis and Organization
- Microsoft Office
- Customer Contact
Timeline
Office Manager/Medical Biller
Maryland Spine and Brain Specialists, Inc
07.2020 - 05.2021
Team Lead Customer Service
Nations Photo Lab
02.2018 - 07.2020
Member Support Agent
Doctor on Demand
11.2015 - 10.2017
Medical Biller/Medical Secretary
Samuel R Williams and Lisa Petit
07.2012 - 03.2013
Medical Billing Specialist
Lifestar Response Of MD/NJ
06.2011 - 10.2015
Medical Biller/Accounts Receivable Specialist
Nexion Health Management
10.2007 - 05.2010
Administrative Assistant Business Office
Transitions Healthcare/Continuum Care
10.2006 - 10.2007
Medical Secretary II
The Center for Wound Healing at HCGH
04.2005 - 09.2006
Medical Secretary
Carroll Primary Care
06.2004 - 03.2005
Patient Access Services
Carroll County Hospital
12.2003 - 06.2004
Executive Secretary
Christian Life Fellowship
07.1997 - 10.2003
District Secretary
Vulcraft Steel Corp
04.1996 - 06.1997
Microsoft Office (Word, Excel, Access) - Business Administration
Howard County Community College
High School Diploma -
Lansdowne Senior High
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