Melinda L. Scott
Detroit
Summary
Seeking a career opportunity with a company where I can utilize and enhance my abilities that lead to greater levels of responsibility.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Rep –Retail Store
Hart Medical Equipment
Dearborn, MI
11.2020 - Current
- Assists all internal and external customers in a professional manner.
- Maintain a positive, empathetic and professional attitude toward customers at all times.
- Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.
- Coordinates home equipment service request with Dispatch for prompt delivery.
- Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
- Provide customers with product and service information.
- Maintain current knowledge on Medicare, Medicaid and third party payor sources for equipment.
- Verifies medical necessity, insurance coverage and physician orders for all insurance assigned services.
- Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
- Understanding and striving to meet or exceed department metrics while providing excellent customer service.
- Making sales or recommendations for products or services that may complement client needs, as applicable.
- Other duties as assigned by management.
- Retail Greets customers as they enter the store.
- Keeps the showroom and the shelf inventory clean, rotated and in order.
Respiratory Therapist Assistant
03.2020 - 11.2020
- Observing, assessing, and monitoring response of individuals to limited respiratory services.
- Development, implementation, and modification of respiratory treatment plans based on clinical referrals and written, verbal or telecommunicated orders of a physician.
- Chart in detail, both written and in applicable database, ongoing patient care.
- Coordinates and perform PAP set-ups, mask refits, pressure changes and assist with patient owned equipment repair processing.
- Non-clinical support of oxygen, suction, tracheostomy setup with or without oxygen and the HFHS VAD support.
- Provide appropriate deliveries, set-up, and instructions as assigned to Respiratory customers.
Customer Service Team Leader
10.2015 - 03.2020
- Provide excellent customer service to our patients daily.
- Process over 50 orders per day for durable medical equipment.
- Respond promptly and answered/resolved patient’s inquires and complaints.
- Perform insurance verification for all major medical insurance companies and process orders and request.
- Trained and coached new employees to deliver a high standard of customer service.
- Maintain adequate inventory for walk-in customers.
- Prepares paperwork to be given to the billing department for insurance purposes.
- Work close with the hospice teams across metro Detroit to order supplies for the patients during their transition.
Collection Specialist
Credit Acceptance
Southfield, MI
04.2014 - 04.2015
- Provided consumers with accurate account information.
- Called consumers when account was past due on account and secure their payment and or future payments.
- Handle all consumer requests such as document requests and information inquiries.
Account Representative/ Debt Collector
Asset Acceptance
Warren, MI
01.2012 - 01.2014
- Contact consumers via outbound/inbound phone calls by using the Call Solution One call model to secure balance of debt by negotiating payment terms and methods.
- Negotiate repayment plans with consumers and help them find solutions to make paying off their accounts easier.
Medical Administrative Assistant
Family Foot & Ankle Specialist
Southfield, MI
04.2011 - 12.2011
- Answering phones
- Filing & charting
- Verifying insurance
- Completed billing forms
- Greeting and checking out patients
- Typing work absence forms
Insurance Sales Agent
AAA of Michigan
Dearborn, MI
01.2003 - 02.2011
- Promoted and sold The Auto Club Group memberships and insurance products.
- Pursued and secured new business on a continuous basis.
- Rated and quoted new auto and home insurance business utilizing basic knowledge of underwriting principles.
- Reviewed and analyzed sales volumes, retention and loss ratio trends to identify area of improvement.
Education
Medical Administrative Assistant Program -
Everest Institute
Southfield, MI04.2011
Diploma - College Prep
Northwestern High School
Detroit, MISkills
- Customer service
- Active listening
- Critical thinking
- Data entry
Certification
- ACE - Adobe Certified Expert, Photoshop
Timeline
Customer Service Rep –Retail Store
Hart Medical Equipment
11.2020 - Current
Respiratory Therapist Assistant
03.2020 - 11.2020
Customer Service Team Leader
10.2015 - 03.2020
Collection Specialist
Credit Acceptance
04.2014 - 04.2015
Account Representative/ Debt Collector
Asset Acceptance
01.2012 - 01.2014
Medical Administrative Assistant
Family Foot & Ankle Specialist
04.2011 - 12.2011
Insurance Sales Agent
AAA of Michigan
01.2003 - 02.2011
Diploma - College Prep
Northwestern High School
Medical Administrative Assistant Program -
Everest Institute