Melanie Ann Frazier
Show Low,AZ
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services, and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
20
20
years of professional experience
Work History
Remote Customer Service Representative
McKesson
Show Low, USA
09.2025 - Current
- Process Intake applications for Patient Assistance program, copay assistance prior to benefit investigation.
- Assist Healthcare providers, patients with status, missing information and other inquiries regarding their application or general inquiries.
Patient Service Specialist
American Vision Partners
Lakeside, USA
03.2024 - 07.2025
- Front office roles and duties
- Confirming next day appointments
- Cancelling and rescheduling appointments
- Make sure smooth patient flow with check in and check out
- Use Next Gen pro and EHR, EMRUltipro and Clearwave and other vision websites on a daily basis.
- Make sure medical and vision insurance is properly put on patient's ticket.
- Assisting clients on check in kiosks if needed.
- Process payment transactions.
- Also work vision call center on some days if needed.
- Collect copays Process end of day reports, balances.
- Chart prep next days appointments
- Processing vision insurance billing
- Call back patients with inquiries, no shows, voicemails
- Send authorization request to VA , AHCCCS patients.
Client Service Representative
National Veterinary Associates
Star Valley, USA
10.2023 - 02.2024
- Assist veterinary technicians
- Front office roles and duties
- Answer incoming and outgoing phone calls
- Process payments
- Refilling pet medications/ prescriptions
- Patient - veterinary scheduling
- Process end of day reports and balances.
Remote Customer Health Advocate
Sykes
, Philippines
02.2021 - 09.2021
- Act as first level of contact for health insurance concerns for Cigna USA account between providers and patients.
- Philippines
Customer Care Phone
Concentrix
, Philippines
03.2020 - 07.2020
- Handled Singtel (telecommunications) account based in Singapore
- Resolve customer concerns and questions with their phone plans
- Offer add on services that customers might be interested in
- Philippines
SENIOR ANALYST
HCL Technologies
, Philippines
10.2018 - 10.2019
- Resolve issues related to ihg corporate applications used by hotels, travel agents, and corporate employees.
- Manage, create and resolve tickets in a timely manner and escalate issues to appropriate resolver workgroup.
- Basic troubleshooting.
- Assist through phone, chat and email correspondents.
- Philippines
GLOBAL TECHNOLOGY SUPPORT
Intercontinental Hotels Group
11.2016 - 10.2018
- Technical Support
- Computer Software Troubleshooting and help fix issues on hotel reservations service
- Proper escalation
- Ticket management in Service Now
- Remotely assist clients using Bomgar if necessary.
- Assist through phone, chat and emails.
Project Coordinator/Customer Service
InterContinental Hotels Group
06.2010 - 11.2016
- Assist member's missing points and miles earned during their stay.
- Work directly with IHG's partners specially Airlines (missing miles from stays)
- Process Adhoc reports and files within Service Level Agreement.
- IHG Rewards Club Enrollment Reimbursement processing
- Hotel Reservations
- Process Guests' special requests.
- Manage, create, resolve tickets in Service Now.
English as a Second Language Instructor
TELEPHONE EASY ENGLISH INC PH.
, Philippines
01.2008 - 12.2009
- Teach english language (grammar, pronunciation, speaking) to Koreans of different age group via phone.
Car Loans Processor
PHILAM SAVINGS BANK
02.2006 - 07.2006
- Process car loans
- File management
- Assist customers on their car loan application
- Provide information about loans and insurance policy, requirements needed.
Education
Bachelor of Science - Business Management
St. Paul University Manila
Philippines01.2004
Skills
- Desktop support
- IT support
- ServiceNow
- Microsoft Outlook
- Microsoft Access
- Microsoft Excel
- Zendesk
- Front desk
- Slack
- Microsoft Office
- Email and Chat support
- Operating systems
- ICD-10
- SharePoint
- Vital signs
- Banking
- Mac OS
- Office management
- Insurance verification
- Triage
- Active Directory
- UltiPro
- Medical terminology
- CRM software
- EMR systems
- Electronic health records (EHR) management
- HIPAA
Languages
Bilingual
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Remote Customer Service Representative
McKesson
09.2025 - Current
Patient Service Specialist
American Vision Partners
03.2024 - 07.2025
Client Service Representative
National Veterinary Associates
10.2023 - 02.2024
Remote Customer Health Advocate
Sykes
02.2021 - 09.2021
Customer Care Phone
Concentrix
03.2020 - 07.2020
SENIOR ANALYST
HCL Technologies
10.2018 - 10.2019
GLOBAL TECHNOLOGY SUPPORT
Intercontinental Hotels Group
11.2016 - 10.2018
Project Coordinator/Customer Service
InterContinental Hotels Group
06.2010 - 11.2016
English as a Second Language Instructor
TELEPHONE EASY ENGLISH INC PH.
01.2008 - 12.2009
Car Loans Processor
PHILAM SAVINGS BANK
02.2006 - 07.2006
Bachelor of Science - Business Management
St. Paul University Manila