Summary
Overview
Work History
Education
Skills
Programs
Education and Training
Timeline
Generic

MELISSA CARTER

Locust Grove,GA

Summary

Records management professional with extensive experience at TEKsystems, specializing in data accuracy and integrity. Proficient in database management and conflict resolution, effectively analyzing discrepancies and implementing solutions. Strong attention to detail and composure under pressure contribute to optimal patient documentation and service delivery. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

6
6
years of professional experience

Work History

Records Management II

TEKsystems (Optum Serve)
Locust Grove, GA
02.2024 - Current
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Maintained accurate medical records and documentation for patient visits.
  • Managed data entry processes to ensure accuracy and consistency.
  • Analyzed data discrepancies and resolved issues promptly.
  • Utilized database systems to track and manage data effectively.
  • Analyzed data discrepancies and identified potential solutions to resolve issues.
  • Maintained accurate data entry in company database for inventory control.
  • Reviewed records for accuracy, ensuring data integrity across multiple platforms.
  • Entered data and prepared documents, spreadsheets, reports and other materials.

Patient Success Representative

ResMed
Atlanta, GA
05.2023 - 01.2024
  • Assisted in the setup, delivery, and installation of new DME equipment.
  • Provided technical support to customers regarding troubleshooting issues with their DME equipment.
  • Maintained accurate records of all services performed on DME equipmen
  • Maintained accurate records of sleep study results and provided feedback on patient progress to physicians.
  • Provided education to patients regarding their diagnosis and treatment options for sleep disorders.
  • Evaluated patient medical histories for indications of potential sleep problems or abnormalities.
  • Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
  • Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
  • Assisted in resolving claim issues related to billing and reimbursement inquiries.
  • Provided timely follow up with payers regarding payment status of claims.
  • Identified discrepancies in patient's insurance coverage or benefits, ensuring accuracy of data entered into system.
  • Provided customer service support for online orders and inquiries.
  • Maintained accurate records of order information in the company's database system.
  • Assisted customers with placing orders, tracking deliveries, and resolving any issues that arose.
  • Generated reports on current order status and delivery times to ensure compliance with customer requirements.
  • Analyzed user requirements to determine coding needs and develop appropriate solutions.

Customer Service Representative

Concentrix
Atlanta, GA
04.2022 - 04.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Made outbound calls to obtain account information.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

Data Entry Clerk

Sutherland Global
Atlanta, GA
10.2021 - 03.2022
  • Ensured compliance with all relevant rules and regulations governing data entry activities.
  • Utilized specialized software applications related to the job role.
  • Collaborated with other departments to resolve issues regarding incorrect data entries.
  • Prepared summaries of daily work completed for review by supervisors.
  • Organized files according to established procedures for easy retrieval later on.
  • Maintained confidentiality of sensitive information entered into the system.
  • Reviewed existing information for accuracy and made necessary corrections.
  • Performed data entry from paper documents, emails, and other sources into computer systems.
  • Maintained updated knowledge of industry trends related to data entry operations.
  • Created spreadsheets to track data entries.
  • Operated various office equipment such as scanners, printers. when required.
  • Updated existing records with new or revised information as needed.
  • Checked source documents against entered data to ensure accuracy.
  • Processed customer orders accurately and in a timely manner.

Patient Service Representative

Piedmont Hospital
Atlanta, NE
01.2020 - 10.2020
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Scheduled patient appointments over phone and in person, maximizing productivity.
  • Documented and managed patient information in computer system.
  • Answered patient questions and fielded complaints to resolve issues.
  • Scheduled patient appointments and procedures.
  • Registered patients by verifying records to update computer system and patient charts.
  • Coordinated with patients and healthcare professionals to meet patient needs.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Obtained proper authorization and identification to release confidential medical records.
  • Supported hospital and clinic operations using customer service skills and detailed system knowledge.
  • Provided helpful assistance by anticipating and responding to needs of patients and family members.
  • Ran credit card batches and balanced deposits on daily basis.
  • Utilized technology and specialized software to maximize productivity.
  • Referred patients to appropriate professionals and services.
  • Verified patients' insurance and payment methods during admissions or check-in processes.

Customer Service Supervisor

Burlington Coat
Atlanta, GA
01.2019 - 12.2019
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Consulted with customers regarding needs and addressed concerns.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Promoted brand and marketing campaigns to create interest with customer.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Developed and organized electronic files to maintain customer service-related documents.
  • Researched and prepared reports required by management or governmental agencies.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Maintained accurate records of customer interactions for future reference.

Education

High School Diploma -

Trinity Academy
St Johns , Antigua
06.2018

BBA - Business Management

Monroe College
The Bronx, NY

Skills

  • Records management and data entry
  • Database management and medical documentation
  • Problem solving and report generation
  • Attention to detail and time management
  • Conflict resolution and team collaboration
  • Communication skills and confidentiality compliance
  • Cultural awareness
  • Decision-making
  • Calm under pressure
  • Friendly, positive attitude
  • Task prioritization
  • Multitasking

Programs

  • Sales force, call shaper, genesys, Microsoft word , excel and powerpoint.

Education and Training

other,other

Timeline

Records Management II

TEKsystems (Optum Serve)
02.2024 - Current

Patient Success Representative

ResMed
05.2023 - 01.2024

Customer Service Representative

Concentrix
04.2022 - 04.2023

Data Entry Clerk

Sutherland Global
10.2021 - 03.2022

Patient Service Representative

Piedmont Hospital
01.2020 - 10.2020

Customer Service Supervisor

Burlington Coat
01.2019 - 12.2019

High School Diploma -

Trinity Academy

BBA - Business Management

Monroe College

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