Open To Work
Melissa Biela
Advanced Urology Institute
Clearwater,FL
Work Preference
Desired Job Title
Patient Service Representative IIMedical Necessity AgentAssistant Clinical CoordinatorPharmacy TechnicianPharmacy Technician
Work Type
Full Time
Location Preference
HybridOn-SiteRemote
Location:
Clearwater, FLTampa, FLSt. Petersburg, FL
Open to relocation:
No
Important To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave401k matchStock Options / Equity / Profit Sharing
1
Certification
20
years of professional experience
Dedicated Patient Service Representative with expertise in customer service, HIPAA compliance, and insurance verification. Proven ability to enhance patient satisfaction through effective communication and attention to detail.
Work History
Patient Service Representative II
1 Year- Assisted patients with appointment scheduling and insurance verification processes.
- Handled patient inquiries and resolved issues efficiently to enhance satisfaction.
- Coordinated communication between medical staff and patients to streamline operations.
- Maintained accurate patient records using electronic health record (EHR) systems.
- Educated patients on procedures, treatments, and pre-visit requirements effectively.
- Supported billing processes by verifying insurance information and processing payments.
- Adapted quickly to new software tools for managing patient data and appointments.
- Collaborated with team members to improve patient flow and reduce wait times.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
Medical Necessity Agent
2 Years 5 Months- Managed client inquiries to ensure accurate information delivery and maintain satisfaction.
- Coordinated with laboratory teams to streamline sample processing and improve turnaround times.
- Assisted in training new agents on product knowledge and compliance protocols.
- Developed and maintained detailed records of client interactions using CRM software.
- Led efforts to optimize communication strategies between clients and internal departments for better alignment.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Increased customer satisfaction with personalized follow-up strategies.
- Oversaw compliance with regulatory requirements, maintaining company's reputation.
- Streamlined documentation process, reducing turnaround time for contract approvals.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Evaluated customer needs and feedback to drive product and service improvements.
Assistant Clinical Coordinator
1 Year 7 Months- Coordinated patient scheduling, ensuring timely appointments and efficient use of resources.
- Managed documentation processes to maintain compliance with regulatory standards and internal protocols.
- Assisted in implementing workflow improvements that enhanced operational efficiency across departments.
- Developed training materials for new staff, fostering knowledge retention and process understanding.
- Analyzed patient feedback to identify areas for service enhancement and contributed to quality improvement initiatives.
- Supported the integration of electronic health record systems, improving data accessibility and accuracy for clinical staff.
- Maintained patient confidentiality and protected sensitive information by adhering to HIPAA regulations and organizational privacy policies.
- Streamlined patient scheduling and appointment management to minimize wait times and improve overall satisfaction.
- Ensured compliance with federal, state, and local regulations by maintaining accurate documentation and record-keeping systems.
- Served as a resource for both patients'' families regarding treatment plans or concerns about their loved ones'' care journey.
- Built strong relationships with patients and families for optimized care satisfaction.
- Followed informed consent processes and maintained records.
- Maintained compliance with protocols covering patient care and clinical trial operations.
Pharmacy Technician
14 Years- Managed medication dispensing processes, ensuring accuracy and compliance with regulatory standards.
- Assisted pharmacists in preparing and labeling prescriptions for patient safety.
- Trained new pharmacy technicians on operational procedures and best practices.
- Coordinated inventory management, optimizing stock levels to reduce waste and improve availability.
- Conducted quality assurance checks to maintain high standards of pharmaceutical care.
- Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Enhanced patient care by accurately filling and dispensing prescriptions in a timely manner.
- Increased customer satisfaction by delivering friendly, personalized service during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Maintained accurate inventory levels for efficient pharmacy operations and cost control.
- Worked with computerized and automated systems for dispensing medications and editing new patient profiles.
- Counted, measured, and compounded medications following standard procedures.
- Assisted in preparation, distribution and storage of pharmaceuticals.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Communicated directly with doctors offices via telephone, fax and email.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Reviewed and verified customer information and insurance provider information.
- Collaborated with pharmacists to resolve medication-related issues, optimizing patient outcomes.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Contributed to improved patient adherence by providing clear medication instructions and addressing concerns or questions promptly.
- Maintained drug inventory levels by ordering necessary medications and supplies.
- Streamlined pharmacy operations through effective organization of supplies, workspace layout optimization, and process improvements.
- Assisted customers with over-the-counter product selection, providing knowledgeable recommendations.
- Proactively addressed potential conflicts or discrepancies within the pharmacy team to maintain a positive work environment.
- Coordinated communication between healthcare professionals to ensure seamless patient care transitions between providers or facilities.
- Coordinated verification and filling of more than 1000 daily prescriptions in high-volume clinical pharmacy environment.
- Developed a systematic approach to organize medications, reducing errors and improving efficiency in the workflow.
- Reduced medication waste by implementing proper disposal procedures compliant with environmental guidelines.
- Identified areas for improvement in workflow processes and implemented changes that led to increased efficiency within the pharmacy.
- Participated in continuous professional development opportunities to stay current on industry standards and advancements in pharmaceutical care.
- Ensured medication safety with thorough verification of prescription orders and drug interactions.
- Supported pharmacists in compounding custom medications according to individual patient needs.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Counted and labeled prescriptions with correct item and quantity.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
- Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects, and specified use.
Pharmacy Technician
10 Months- Compounded medications according to physician prescriptions and established protocols.
- Maintained accurate inventory levels through regular audits and restocking procedures.
- Assisted pharmacists with patient consultations, ensuring understanding of medication usage.
- Trained and mentored new pharmacy technicians on operational procedures and systems.
- Implemented workflow improvements that enhanced accuracy in prescription filling processes.
- Collaborated with healthcare teams to optimize patient care outcomes through effective medication management.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Entered and processed patients' prescriptions into internal system.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Supported inventory management initiatives through accurate record-keeping of received shipments and expired medications for disposal purposes.
- Collected co-payments or full payments from customers.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
- Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
- Optimized workflow efficiency through participation in regular team meetings discussing areas for improvement within the department.
- Expedited insurance claim resolutions by liaising with healthcare providers and insurance companies on patients'' behalf.
- Improved pharmacy operations efficiency with meticulous record-keeping of patient information and prescriptions.
- Engaged in continuous learning to stay updated on pharmaceutical practices and products.
- Assisted pharmacists in preparing and dispensing medications to ensure patient safety.
- Provided exceptional customer service, resolving queries and concerns with empathy and professionalism.
- Managed medication inventory, ensuring availability of all necessary drugs.
- Collaborated with healthcare professionals to clarify prescription details, ensuring accuracy.
- Contributed to team meetings, offering insights for optimizing workflow and patient service.
- Enhanced patient care by accurately filling prescriptions under pharmacist supervision.
- Conducted routine checks of pharmaceutical stocks to maintain quality control.
- Supported insurance claim processing, facilitating smoother patient transactions.
- Maintained clean and organized work environment, adhering to health and safety standards.
- Resolved third-party billing, computer system and customer service issues.
- Managed opening and closing duties for pharmacy.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Counted, measured, and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Counted and labeled prescriptions with correct item and quantity.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
Education
No Degree - Nursing
Diploma - Pharmacy Technician
High School Diploma
Skills
Customer service
HIPAA compliance
Insurance verification
Insurance verifying
Appointment scheduling
Patient confidentiality
Payment collection
Scheduling appointments
Medical terminology
Patient greeting
Medical insurance
Office administration
Data entry proficiency
Document filing
Conflict resolution
Patient education
Directing callers
Interpreting physician orders
Verbal and written communication
Electronic health records
Phone etiquette
Patient follow-up
Queue management
Appointment confirmation
Appointment reminders
Phone and email etiquette
Multitasking and organization
Money handling
Fee collection
Payment processing
Team collaboration
EMR
Scheduling diagnostic procedures
Friendly and outgoing
Customer follow-up
Data entry
Policy understanding
Attention to detail
Registration and scheduling
Punctual and hardworking
Certification
- Certified Pharmacy Technician
Timeline
Patient Service Representative II
Advanced Urology Institute
07.2025 - CurrentRead More
Medical Necessity Agent
Bio Genetics
11.2022 - 04.2025Read More
Assistant Clinical Coordinator
Moffitt Cancer Center
04.2021 - 11.2022Read More
Pharmacy Technician
BayCare
08.2007 - 08.2021Read More
Pharmacy Technician
CVS Pharmacy
09.2006 - 07.2007Read More
South University
No Degree from Nursing
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Concorde Career College
Diploma from Pharmacy Technician
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Westfield High School
High School Diploma
Read More