Melanie Rocha
La Conner
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
14
14
years of professional experience
Work History
Administrative Assistant
Didgwalic Wellness Center
07.2023 - Current
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements for our clients.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Organized team-building activities, promoting a positive company culture and boosting employee morale.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Worked with new clients when starting our program, making sure they have a welcoming first visit start to finish.
- I am part of our department flow meetings.
- Trained new on coming staff members for our front desk.
- Was part of implementing our new Evolve system.
- Helped with new policy and procedures for front desk.
Patient Access Representative
Peace Health United General Cancer Center
11.2017 - 07.2023
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Enhanced departmental collaboration by regularly liaising with medical, nursing, and administrative staff on pertinent patient matters.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Boosted team morale and productivity by sharing knowledge and best practices in patient access processes.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Answered incoming calls, scheduled appointments and filed medical records.
- Delivered support to medical staff in completion of patient paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Medical Billing/Coding Coordinator
Family Care Network- Bellingham WA
11.2010 - 08.2015
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Process charges in accordance to policies and procedures.
- Correct and update patient demographics on patient accounts when necessary.
- Communicate and work with clinics regarding charges that cannot be entered.
- Post pay sheets.
- Work charge entry report.
- Post pay sheets from clinics.
- Post patient payments, miscellaneous insurance and contracted insurance payments and adjustments received through lock box deposits or received electronically.
- Process EOB's according to contractual agreement and in accordance with policies and procedures.
- Review and follow up on aging charges for specific insurance carrier.
- Work payment entry status report.
- Hospital billing and worked or OB desk top.
Education
CNA - Medical Assisting
Skagit Valley College
Mount Vernon, WA08.2003
Skills
- Customer Service
- Data Entry
- Computer Skills
- Office Administration
- Administrative Support
- Microsoft Word
- Time Management
- Microsoft Excel
- File Organization
- Microsoft Outlook
- Customer and client relations
- Computer Proficiency
- Filing
- Customer Relations
- Clerical Support
- Critical Thinking
- Strong Problem Solver
- Scheduling
- Documentation and Recordkeeping
- Microsoft Office Suite
- Office Management
- Professional Communication
- Database entry
- Scheduling and calendar management
- Dedicated Team Player
- Appointment Scheduling
- Excel spreadsheets
- Verbal Communication
- Data organization
- Deadline-oriented
- Professional and mature
- Invoice Processing
- Documentation And Reporting
- Relationship Building
- Mail handling
- Meticulous attention to detail
- Microsoft PowerPoint
- Document Management
- Data Collection
- Prioritization
- Multi-Line Phone Systems
- Client Relations
- Multi-line phone proficiency
- Resourceful
- Event Coordination
- Tech-Savvy
- Complex Problem-Solving
- Workflow Optimization
- Coordination
- Training and coaching
- Mail distribution
- Workflow Planning
Timeline
Administrative Assistant
Didgwalic Wellness Center
07.2023 - Current
Patient Access Representative
Peace Health United General Cancer Center
11.2017 - 07.2023
Medical Billing/Coding Coordinator
Family Care Network- Bellingham WA
11.2010 - 08.2015
CNA - Medical Assisting
Skagit Valley College
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