Summary
Overview
Work History
Education
Skills
Accomplishments
References
Work Availability
Timeline
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Melinda Puckett

Melinda Puckett

Mansfield,OH

Summary

I am a motivated, results-oriented professional with a passion for behavioral health and a track record of inspiring others. Experienced in managing tasks in a call center environment, with expertise in insurance plans and benefits. Strong organizational skills and a process-oriented mindset, contributing to team success and operational efficiency. Emphasizes continuous learning and development through feedback and collaboration

Overview

4
4
years of professional experience

Work History

Enrollment Specialist

ChartSpan
Greenville, SC
10.2024 - Current
  • Assist patients with enrollment processes for chronic care management programs.
  • Verify patient information to ensure accurate enrollment records.
  • Educate patients on program benefits and eligibility requirements.
  • Coordinate communication between patients and healthcare providers.
  • Utilize electronic health record systems for data entry and management.
  • Resolve patient inquiries regarding enrollment status and procedures.
  • Partner with team members to enhance the efficiency of enrollment workflows.
  • Maintain the confidentiality of sensitive patient information during processes.
  • Handle new enrollments by entering patients' data and reviewing information.
  • Perform data entry and maintain accurate records of patient enrollment information.
  • Listen to and understand customers' needs, explain and discuss options, and outline best-fit services.

Patient Access Representative

Third Street Family Health Services
Mansfield, OH
04.2024 - 09.2025
  • Greeted patients and verified insurance information for appointment scheduling.
  • Collected and updated patient demographics in electronic health record systems.
  • Assisted patients with completing registration forms and obtaining necessary authorizations.
  • Answered phone calls, addressing inquiries about services and appointment availability.
  • Collaborated with medical staff to ensure smooth patient flow and service efficiency.
  • Educated patients on financial responsibilities and payment options available to them.
  • Managed patient check-in process, ensuring compliance with privacy regulations.
  • Resolved patient issues by coordinating with relevant departments for timely assistance.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Answered phones promptly in a professional manner.
  • Scanned documents into electronic medical records system.
  • Greeted patients and visitors in a courteous and professional manner.
  • Verified insurance coverage for services provided by the facility.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Created new patient accounts in EMR system as needed.
  • Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
  • Assembled registration paperwork and placed identification bands on patient.
  • Communicated financial obligations to patients and collected fees at time of service.
  • Explained various admission forms and policies, acquiring signatures for consent.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Provided assistance to internal departments when needed.
  • Assisted with scheduling outpatient appointments.
  • Actively participated in team meetings and training sessions.
  • Responded to patient inquiries regarding billing or financial matters.
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Reviewed eligibility responses to assess patient benefit level and prepare estimates.
  • Implemented patient satisfaction surveys to identify areas for improvement.
  • Participated in training sessions to stay updated on healthcare policies and registration software.
  • Facilitated patient registration, verifying all required documentation is collected and filed properly.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
  • Reported liabilities and risk management concerns to supervisor for review.
  • Stayed current on community-based resources and services useful to patients.

Medical Call Center Representative

NotifyMD
Chesapeake, Virginia
12.2022 - 07.2023
  • Managed high-volume inbound calls from patients and healthcare providers.
  • Provided accurate information about medical services and appointment scheduling.
  • Utilized electronic health record systems to update patient information efficiently.
  • Collaborated with medical staff to resolve patient inquiries promptly.
  • Documented call details and follow-up actions in the database effectively.
  • Assisted patients with insurance verification and billing inquiries.
  • Trained new representatives on call handling procedures and system navigation.
  • Maintained a professional demeanor while addressing patient concerns and needs.
  • Researched medical codes to ensure accurate billing practices were followed.
  • Ensured compliance with HIPAA regulations when handling confidential patient information.
  • Assisted in resolving customer complaints in a timely manner.
  • Developed relationships with key stakeholders both internally and externally.
  • Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
  • Entered patient data into electronic health records accurately and efficiently.
  • Performed outbound calls to remind patients about upcoming appointments.
  • Verified insurance eligibility for patients prior to scheduling appointments or procedures.
  • Identified areas of improvement within the practice's operations or processes.
  • Monitored patient satisfaction surveys and responded accordingly.
  • Provided detailed documentation of each call including notes on conversations with customers.
  • Maintained up-to-date knowledge of healthcare industry trends and regulations.
  • Managed incoming calls and scheduled appointments for patients.
  • Engaged with customers in an empathetic and professional manner at all times.
  • Utilized various software systems such as EMRs, CRMs, and databases effectively.
  • Processed payments from patients for copayments or other fees related to their care.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated databases with new and modified customer data.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Promoted available products and services to customers during service, account management and order calls.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

COVID-19 Response Frontline Case Investigator

Public Consulting Group, Inc.
Boston, Massachusetts
08.2021 - 01.2022
  • Conducted interviews to gather information from COVID-19 positive individuals.
  • Tracked and documented case findings in digital reporting systems.
  • Collaborated with public health officials to ensure accurate data sharing.
  • Educated individuals on isolation protocols and contact tracing procedures.
  • Provided support to community members during quarantine requirements.
  • Monitored follow-up communication with confirmed cases for health updates.
  • Assisted in developing community outreach materials regarding COVID-19 safety.
  • Participated in team meetings to discuss case trends and response strategies.
  • Collaborated with local public health departments in order to provide timely updates on new cases.
  • Refined existing procedures in response to changes in CDC guidelines or other relevant regulations related to COVID-19 containment efforts.
  • Educated patients about symptoms of COVID-19, safety measures, and quarantine protocols.
  • Coordinated testing resources for those identified as needing further evaluation based on results of contact tracing investigations.
  • Developed strategies for effective communication with individuals who are at high risk of contracting the virus due to underlying medical conditions or other factors.
  • Maintained up-to-date records of all cases investigated including documentation of contact tracing activities, interviews conducted, and any follow up actions taken.
  • Utilized problem solving skills when faced with difficult situations such as uncooperative interviewees or conflicting information from multiple sources.
  • Participated in regular team meetings designed for sharing best practices amongst frontline investigators working within various regions across the country .
  • Conducted contact tracing for positive COVID-19 cases, gathering information from individuals and their contacts.
  • Responded quickly to urgent inquiries regarding possible exposures and provided guidance on appropriate action steps.
  • Assessed potential exposure risk to the virus by interviewing patients and close contacts.
  • Ensured compliance with all applicable federal, state, and local laws pertaining to disease control and prevention efforts during the pandemic.
  • Performed data entry tasks related to case investigation into a secure database system.
  • Provided emotional support and guidance to individuals who had been recently exposed or diagnosed with COVID-19 while keeping strict confidentiality standards in place throughout interactions.
  • Monitored patient's health status through daily check-ins via phone or video conferencing.
  • Completed data entry to facilitate case interview and elicited close contacts into designated system immediately after obtaining.
  • Followed set protocol for contacting assigned newly diagnosed COVID-19 case patients and documented contact attempts and timeframes.
  • Explained importance of contact tracing to prevent disease transmission and keep communities healthy.
  • Leveraged scripted template to guide interview process, ask required questions and conduct interactions with professionalism and empathy.
  • Educated clients on options to assist in making informed decisions.
  • Answered calls and interacted with community members to provide information on advocacy services.
  • Helped people enroll in programs, arrange transportation and coordinate paperwork.
  • Assisted individuals with navigating health care systems, appointments and classes.

Education

Some College (No Degree) - English Literature

The Ohio State University
Columbus, OH

Skills

  • Patient enrollment
  • Insurance verification
  • Electronic health records
  • Data management
  • Compliance adherence
  • Customer service
  • Appointment scheduling
  • Workflow coordination
  • Medical billing
  • Team collaboration
  • Problem solving
  • Effective communication
  • Conflict resolution
  • Attention to detail
  • Patient education

Accomplishments

  • Positivity Award
  • Employee of the Month

References

References available upon request.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Enrollment Specialist

ChartSpan
10.2024 - Current

Patient Access Representative

Third Street Family Health Services
04.2024 - 09.2025

Medical Call Center Representative

NotifyMD
12.2022 - 07.2023

COVID-19 Response Frontline Case Investigator

Public Consulting Group, Inc.
08.2021 - 01.2022

Some College (No Degree) - English Literature

The Ohio State University

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