Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
Generic

Melissa Bartolo

Trenton

Summary

Dynamic Patient Access Supervisor with extensive experience at Corewell Health, excelling in insurance verification and team leadership. Proven track record in optimizing workflows and enhancing customer service, consistently achieving performance goals. Adept at problem-solving and fostering interdepartmental collaboration to ensure compliance and improve patient experiences.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Financial Clearance Representative

Corewell Health
Southfield
09.2023 - Current
  • Maintaining and verifying patient insurance eligibility, managing website access to multiple payors, contacting ordering doctor office to ensure they have submitted for authorization and have an approval for authorizations, uploading patient information specifically related to their prior authorization for testing.
  • Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
  • Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
  • Answered phone calls and directed them to appropriate personnel.
  • Participated in training sessions designed to improve overall job performance.
  • Answered customer inquiries promptly and professionally.
  • Escalated unresolved issues to appropriate departments for further investigation.
  • Greeted customers and responded to inquiries in a timely manner.
  • Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
  • Established positive relationships with customers through effective communication techniques.
  • Consistently met daily performance goals set by management team members.
  • Performed administrative tasks such as filing documents and updating records.
  • Demonstrated exceptional service skills by going above and beyond to satisfy customers.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Participated in regular team meetings to discuss performance, strategies, and goals.
  • Responded to customer inquiries and complaints, providing timely and effective solutions to maintain high service standards.
  • Identified needs of customers promptly and efficiently.

Patient Access Registration Supervisor

Corewell Health Taylor Hospital
Taylor
09.2021 - 08.2023
  • Peoplesoft purchasing, Staff scheduling, monitoring Work Q’s, clearing issues in various registration and billing Work Q, Responsible for developing and enforcing policies and procedures, monitoring the accuracy of registration and scheduling data entered by associates, ensuring that proper patient experience protocols are followed. Staff hiring, onboarding, and training. Daily touchpoints with staff including weekly Huddles to review department education, create open discussion and talking points. On Call for staffing issues and call offs every other week.
  • Ensured accurate and timely completion of registration processes for patients.
  • Assisted in developing strategies to improve the efficiency of the registration process.
  • Trained new staff on registration procedures and customer service techniques.
  • Conducted regular meetings with staff members to discuss performance metrics and goals.
  • Managed financial aspects related to registrations including collecting payments from patients or insurance companies.
  • Interfaced regularly with physicians' offices providing support related to registration processes.
  • Maintained up-to-date knowledge of changes in health care laws, regulations and standards.
  • Coordinated with various departments to resolve patient issues related to registration process.
  • Performed periodic audits of patient files ensuring accuracy of information entered into system.
  • Provided guidance to staff regarding patient inquiries or complaints in a professional manner.
  • Supervised all aspects of daily operations including staffing levels, scheduling, workflow optimization.
  • Resolved conflicts between patients and staff members in a timely manner.
  • Developed training materials for staff on topics such as HIPAA compliance or customer service.
  • Developed and implemented departmental policies to ensure compliance with legal regulations.
  • Created weekly reports summarizing patient demographics, volume trends, wait times.
  • Participated in quality assurance initiatives such as chart audits or surveys.
  • Reviewed applications from prospective employees prior to interviews.
  • Monitored and maintained records of patient demographic information, insurance data, medical history, test results, and other relevant information.
  • Evaluated work performance of employees making recommendations for improvement when necessary.
  • Analyzed reports to identify areas for improvement in the registration process.
  • Oversaw billing activities ensuring accuracy of accounts receivable transactions.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Analyzed financial activities of department to share budgetary input with managers.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Researched and prepared reports required by management or governmental agencies.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Computed balances, totals or commissions to support accounting team.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Guided employees in handling difficult or complex problems.
  • Interpreted and explained work procedures and policies to brief staff.
  • Resolved customer complaints or answered customers' questions.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.

Supervisor Patient Access Registration

Corewell Health Trenton Hospital
Trenton
02.2021 - 09.2021
  • Peoplesoft purchasing, Staff scheduling, monitoring Work Q’s, clearing issues in various registration and billing Work Q, Responsible for developing and enforcing policies and procedures, monitoring the accuracy of registration and scheduling data entered by associates, ensuring that proper patient experience protocols are followed, staff training and hiring. On call for staffing issues and call offs every other week
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Trained new employees on company policies and procedures.
  • Participated in recruitment efforts by interviewing prospective candidates for open positions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Developed strategies to improve team performance and productivity.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Performed monthly inventory checks to ensure sufficient stock levels for all products.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
  • Directed and supervised team of 15 employees in daily operations.
  • Created new strategies for improving customer service standards within the organization.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
  • Streamlined workflow processes, reducing project completion times.
  • Led weekly team meetings to discuss progress, address issues, and plan future actions.
  • Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
  • Complied with company policies, objectives and communication goals.
  • Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
  • Implemented new operational procedures, increasing efficiency.
  • Responded to customer questions regarding products, prices and availability.
  • Implemented quality control measures, significantly reducing error rates.
  • Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Prepared and presented reports on team performance, challenges, and achievements to senior management.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Coordinated with other department supervisors to ensure smooth workflow and project alignment.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
  • Trained new employees on company policies, job duties, and performance expectations.
  • Fostered a positive and motivating work environment, leading to an increase in team morale.
  • Identified opportunities for process improvements, leading to cost reductions and increased productivity.
  • Oversaw inventory management, ensuring adequate stock levels and reducing waste.
  • Managed budget for department, ensuring all expenses stayed within allocated funds.
  • Identified needs of customers promptly and efficiently.
  • Created plans to propose solutions to problems related to efficiency, costs or profits.
  • Maintained positive working relationship with fellow staff and management.
  • Assessed company operations for compliance with safety standards.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Audited company's legal documents to verify compliant policies and procedures.
  • Analyzed key performance indicators to identify effective strategies.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • Implemented strategies to take advantage of new opportunities.
  • Worked closely with human resources to support employee management and organizational planning.

Office Coordinator

Corewell Health Dearborn
Dearborn
11.2018 - 02.2021
  • Peoplesoft purchasing, Staff scheduling, Homecare Billing, in charge of doctor’s scheduling templates, staff schedules, training staff, leadership meetings, hiring, and Billing/Referral Work Q’s as well as patient authorizations
  • Provided administrative support for all departments in the organization as necessary.
  • Created and maintained filing systems, both paper and electronic.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies.
  • Greeted visitors and directed them to the appropriate area or person.
  • Assisted with special projects as requested from time-to-time by management team.
  • Managed daily mail distribution including sorting out incoming and outgoing mail.
  • Handled confidential information in a discreet manner.
  • Ensured compliance with company policies regarding health and safety regulations.
  • Updated contact information lists regularly in accordance with company policy.
  • Supported internal team members with technical knowledge, operational support and exemplary customer service.
  • Instructed new hires on administrative procedures and company policies, closely checking work to verify performance.

Lead Patient Registration

Beaumont Service Center
Southfield
11.2017 - 11.2018
  • , Lead over patient registration with a team of 8, verifying patient information, Insurance verification, answering multiple lines, staff emailing, leadership meetings.
  • Worked effectively in team environments to make the workplace more productive.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Recognized by management for providing exceptional customer service.
  • Completed day-to-day duties accurately and efficiently.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Maintained updated knowledge through continuing education and advanced training.

Business Office Assistant

Beaumont Medical Center Dearborn
Dearborn
03.2016 - 11.2017
  • EPIC system, checking in and registering patients, checking out and scheduling testing, follow-up visits, insurance verification, obtaining authorizations, and referrals for patient testing and specialist appointments. Answering multiple lines. Multi-tasking skills. Referrals and Authorizations
  • Performed data entry tasks such as updating customer information in the system.
  • Answered incoming calls and responded to customer inquiries in a timely manner.
  • Performed general office duties such as filing, photocopying, faxing and scanning documents.
  • Answered telephone calls from customers regarding billing inquiries or payment issues.
  • Resolved customer complaints in a professional manner.
  • Prepared bank deposits for daily cash receipts.
  • Greeted visitors with friendly and professional demeanor and provided direction to appropriate party.
  • Answered multi-line phone system and accurately routed calls to correct individuals.
  • Operated office equipment, such as copy machine, scanner and printer.
  • Organized paper filing system to maintain accurate records.
  • Greeted arriving customers and announced to appropriate employees.
  • Completed various tasks for team members using copy machine and fax machine.
  • Answered phone and routed calls to appropriate team members.
  • Operated scanning equipment to scan records and verified accurate indexing and quality of scanned documents.
  • Accepted and processed payments from customers in person and over telephone.
  • Answered telephones, directed calls, and took messages.

Front Desk Patient Representative

Oakwood Healthcare Center Wyandotte
Wyandotte
02.2014 - 03.2016
  • EPIC system, Checking in and registering patients, Checking out and scheduling testing, follow up visits, Insurance Verification, sending prescriptions to pharmacies, and answering multiple lines. Multi-tasking Skills. Referrals and Authorizations.
  • Assessed patient needs and provided appropriate referrals to other healthcare providers.
  • Performed data entry tasks for patient information into electronic health record systems.
  • Processed prior authorizations from insurance companies for medical treatments or procedures.
  • Collected patient payments, reconciled accounts receivable, and prepared financial reports.
  • Coordinated with clinical staff to ensure timely care for patients.
  • Facilitated communication between physicians, nurses, administrative staff, and patients.
  • Prepared daily summaries of patient visits for physicians' review.
  • Resolved billing discrepancies between insurers and providers.
  • Maintained records of patient interactions, documenting all inquiries and resolutions.
  • Monitored inventory levels of office supplies and ordered new items as needed.
  • Assisted patients in scheduling appointments, verifying insurance coverage, and completing paperwork.
  • Ensured compliance with federal, state, and local laws governing medical practices.
  • Scheduled follow-up appointments for patients based on physician recommendations.
  • Provided customer service to patients by answering questions and addressing complaints.
  • Greeted visitors and answered phones in a professional manner.
  • Adhered to HIPAA regulations regarding the privacy of personal health information.
  • Verified insurance eligibility for services rendered to ensure accurate billing procedures.
  • Distributed informational materials about practice policies, procedures, and services.
  • Supervised patient flow by checking in patients immediately upon arrival.
  • Promoted patient data confidentiality by following strict rules and regulations endorsed by facility.
  • Scheduled appointments and sent out appointment reminders to patients for upcoming office visits.
  • Spoke to patients upon arrival to determine if personal data or insurance information had changed.
  • Informed patients of delays and approximate wait times upon arrival for appointments.
  • Applied HIPAA privacy and security regulations while handling patient information.
  • Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
  • Verified demographics and insurance information to register patients in computer system.
  • Processed patient responsibility estimate determined by insurance at pre-registration.
  • Communicated financial obligations to patients and collected fees at time of service.
  • Obtained necessary signatures for privacy laws and consent for treatment.
  • Organized and maintained records by updating and obtaining both personal and financial information from patients.
  • Contributed to team meetings, sharing insights and strategies for improving patient access services.
  • Processed insurance verifications and authorizations to ensure coverage of services.
  • Facilitated patient registration, verifying all required documentation is collected and filed properly.
  • Utilized hospital systems to update patient records, ensuring accuracy and completeness.
  • Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
  • Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
  • Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
  • Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
  • Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
  • Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
  • Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
  • Handled high volume of incoming calls, providing exceptional customer service to patients and families.
  • Reviewed eligibility responses to assess patient benefit level and prepare estimates.
  • Guided patients through the completion of consent and other required medical forms.
  • Participated in training sessions to stay updated on healthcare policies and registration software.
  • Explained policies, procedures and services to patients.
  • Received patient inquiries or complaints and directed to appropriate medical staff members.
  • Obtained informed consent and payment documentation from patients and filed in system.
  • Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
  • Verified patients' insurance and payment methods during admissions or check-in processes.
  • Organized timely and accurate referrals to help patients obtain health care services and access available resources.
  • Instructed patients on policies and required actions for different types of appointments and procedures.
  • Reported liabilities and risk management concerns to supervisor for review.
  • Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.

Surgical Scheduler Coordinator

Riverside Obstetrics& Gynecology
Trenton
02.1999 - 02.2014
  • All aspects of Credentialing for providers. All surgical scheduling including office surgeries. Insurance verification, referrals, and authorization. Medical coding using CPT and ICD-9. Purchasing office equipment and medical supplies. Patient disability letters and forms. In charge of all inter-office documentation and patient literature. Able to handle multiple phone lines. Office billing. Scheduling office appointments. Data entry. Employee payroll and managerial responsibilities. Allscripts and MyWay EMR. Handle all copies of legal requests for medical records. Handle all requests for medical records for site reviews and HEDIS review. EPIC for hospital records. Microsoft Word, Microsoft Office, Excel, Power Point, Type average of 70 wpm, Web Denis, Hap Online Website, Navinet, United Healthcare Online, Careplus Next Generation for Henry Ford Healthcare systems, Allscripts formerly Misys system. I have sufficient knowledge in CPT and ICD-10 coding. In charge of CAQH website and NPPES (NPI) National Plan & Provider Enumerator System.
  • Coordinated patient scheduling for surgical procedures, ensuring accuracy in appointment times and availability of medical staff.
  • Maintained surgical schedule by monitoring changes in patient needs, doctor schedules, and facility resources.
  • Assisted surgeons with pre-operative preparation such as obtaining consent forms and gathering necessary documents.
  • Provided administrative support for the department by organizing paperwork, filing documents, and updating databases.
  • Monitored patient flow during surgical days to ensure efficient use of time and resources.
  • Resolved any conflicts that arose between surgeon's schedules, patient requests, and hospital policies.
  • Verified insurance eligibility prior to confirming appointments for prospective patients.
  • Managed incoming calls from patients and family members regarding surgery scheduling inquiries.
  • Reviewed physician orders for accuracy before entering them into the computerized system.
  • Communicated with patients, families, and medical staff to coordinate surgery scheduling and answer questions or concerns.
  • Processed insurance authorizations prior to booking surgeries in order to guarantee payment coverage.
  • Ensured all documentation was completed accurately prior to surgery appointments.
  • Performed clerical tasks such as typing letters or filing paperwork associated with surgical scheduling.
  • Developed an organized system for tracking upcoming surgeries in order to plan ahead accordingly.
  • Gathered current medical information and reviewed histories to gather details for surgeons.
  • Distributed treatment and procedural information to patients.
  • Coordinated work processes and routed paperwork to appropriate physicians and staff members.
  • Checked patient insurance and collected pre-authorizations from providers.
  • Located scheduling barriers and implemented appropriate solutions.
  • Booked surgeries according to physician volume and maintained prompt turnaround times.
  • Collaborated and established strong working relationships with physicians, supervisors and colleagues.
  • Worked with operating facilities to schedule procedures on behalf of surgeons.
  • Scheduled follow-up appointments as designated by physician.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Communicated with patients with compassion while keeping medical information private.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Scheduled tests, lab work or x-rays for patients based on physician orders.
  • Routed laboratory or diagnostic results to appropriate staff.
  • Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
  • Performed bookkeeping duties, preparing and sending financial statements or bills.
  • Completed relevant insurance and other claim forms.
  • Arranged hospital admissions for patients as required.
  • Compiled and coded patient information or data in appropriate computer system.
  • Scheduled and confirmed patient appointments and consultations.
  • Ordered and maintained supply inventory for medical office.
  • Answered telephones and directed calls to appropriate medical or adminstrative staff.

Education

High School Diploma -

Southgate Anderson High School
Southgate
06-1994

Skills

  • Insurance verification
  • Patient registration
  • Data entry
  • Customer service
  • Compliance regulations
  • Problem solving
  • Interdepartmental collaboration
  • Team leadership
  • Staff training
  • Performance management
  • Quality assurance
  • Conflict resolution
  • Administrative support
  • Prior authorization
  • Workflow optimization
  • Client service
  • Customer relations
  • Performance tracking
  • Lead prospecting
  • Telephone reception
  • Records management
  • Customer support
  • Data entry proficiency
  • Revenue generation
  • Systems and software expertise
  • Goal-oriented mindset
  • Team collaboration
  • Problem-solving
  • Decision-making
  • Problem-solving abilities
  • Goal setting
  • Continuous improvement

Certification

  • CRT- Revenue Cycle Representative, Certified (CRCR) Healthcare Financial Management Associaltion Date issued 05/28/2024 Expiration date 05/31/2024

Accomplishments

Received employee of the month for consistently meeting 100% on my month end audits and received praise for assisting other team members.

References

References available upon request.

Timeline

Financial Clearance Representative

Corewell Health
09.2023 - Current

Patient Access Registration Supervisor

Corewell Health Taylor Hospital
09.2021 - 08.2023

Supervisor Patient Access Registration

Corewell Health Trenton Hospital
02.2021 - 09.2021

Office Coordinator

Corewell Health Dearborn
11.2018 - 02.2021

Lead Patient Registration

Beaumont Service Center
11.2017 - 11.2018

Business Office Assistant

Beaumont Medical Center Dearborn
03.2016 - 11.2017

Front Desk Patient Representative

Oakwood Healthcare Center Wyandotte
02.2014 - 03.2016

Surgical Scheduler Coordinator

Riverside Obstetrics& Gynecology
02.1999 - 02.2014

High School Diploma -

Southgate Anderson High School

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