MELISSA CRANEY
Winter Haven,FL
Summary
A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking to expand skills while facilitating company growth.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Landside Agent
Houston Airport System
12.2022 - 08.2023
- Inspected over 10,000 acres of airport perimeter, roads, and tenant facilities nightly,
- Prepared inspection and investigation reports.
- Reported unsafe conditions, policy, and procedure violations to management, and took corrective action as needed.
- Reported to management, tenant activities that did not comply with airport leases, contracts, standards, policies, and procedures.
- Inspected commercial vehicles and enforced compliance with applicable regulations.
- Assisted upwards of 3% of 1.2 mil passengers daily.
- Issued citations and initiates vehicle towing.
- Acted as operations field liaison during emergencies.
- Supported operational activities and maintains order during emergencies, following Airport Emergency Plan and other airport rules and regulations.
- Followed the Airport Security Plan 49 CFR Part 1542.
- Supported security activities and maintains reports.
- Performed traffic and curbside management duties and enforces parking regulations, directing over 30,000+ people daily.
- Assisted in training of Landside Agents and may assume the role of an Airport Operations Supervisor-Landside.
- Contributed to the team by performing other duties as assigned.
Administrative Specialist
City of Houston
03.2020 - 10.2022
- Acted as the Division's Intake/eligibility and/or quality control expert in processing over 6,000+ applications for assistance and managing eligibility and/or quality control-related operational process milestones and applicant information.
- Performed quality control checks of documents to assess the needs of each application.
- Uploaded all application information into the IMS system accurately including scanning and data entry of all financial and sensitive information.
- Understands program operations and the significance of work performed by the eligibility and/or quality control teams.
- Created and updated records and files to maintain document compliance.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Conducted research to assist with routine tasks and special projects.
- Offered technical support and troubleshooting issues to enhance office productivity.
- Handled incoming and outgoing mail.
Claims Specialist
United Health Group
09.2016 - 11.2018
- Ensures appropriate review and management of applicant files, supplemental documentation, and information management system content to drive applicant approval
- Reviewed claims documents to verify required information and secure any missing data for settlements.
- Verified completeness and accuracy of 250-300 applicants of files and identifies and resolves discrepancies and omissions daily.
- Reviewed applicant files to ensure alignment with program guidelines and applicable federal, state, and local requirements.
- Followed up with customers on unresolved issues.
- Provided advice to customers regarding claims, rights, and processes to prevent disputes.
- Scanned or uploaded documentation, as needed while adhering to naming conventions, document type identification, and file management requirements.
- Maintained awareness of all changes to program requirements and adopted changes to eligibility determination processes.
- Used diplomacy and tact in dealing with other department staff, interpreting, and communicating federal, state, and local program requirements to applicants in an understandable manner, and communicating with applicants in stressful and emotional situations.
- Developed and implemented quality assurance procedures necessary to ensure data integrity.
- Performed other duties commensurate with functional level and responsibilities.
- Answered and routed telephone calls and took messages.
- Automated office operations by managing internal and external customer correspondence, record tracking, and data communications.
- Gathered, entered, and updated data to maintain departmental records and databases.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems, and verification processes.
- Applied knowledge/skills to a range of moderately complex activities.
- Demonstrated depth of knowledge/skills in accurately researching payments regarding claim eligibility.
- Authorized the appropriate payment and referred claims to investigators for further review.
- Conducted data entry, analyzed, and identify trends and reports accordingly.
- Worked independently
- Acted as a technical resource for others.
- Planned prioritized, organized, and completes work to meet established procedures.
- Ensured proper benefits are being applied to every claim.
- Identified and applied knowledge to resolve claims to the appropriate conclusion.
- Resolved or addressed new or unusual claims errors/issues as they arise.
- Collaborated with internal business partners on claims issues (e.g., verifying pricing, prior authorizations, and applicable benefits).
- Documented and communicated the status of claims/investigations to stakeholders as needed.
- Performed in a fast-paced production environment accurately processing claims.
- Monitored and updated claims status in the claims processing system.
- Managed a large volume of medical claims daily.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures, and HIPAA regulations.
Guest Services Specialist
FastMed Urgent Care
07.2015 - 08.2018
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled payment processing and provided customers with receipts and proper bills and changes for 50-100 patients daily.
- Abided by all HIPAA and OSHA guidelines.
- Obtained data from patients and imputed information accurately into the EMR Software.
- Verified insurance using ezVerify software, Blue-E, and NC Tracks Websites.
- Completed all necessary signatures and issuance of receipts for monies collected.
- Answered multi-line telephone, screened callers, relayed messages, and greeted guests.
- Prepared daily deposit and reconciliation log.
Temporary Worker
NRI Staffing Resources
10.2013 - 06.2015
- Provided guests with information and advice about locations and service areas.
- Offered friendly and efficient service to customers, and handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email, and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained the front desk's concierge book to provide visitors with access to relevant local information.
- Arranged transport for all guests.
- Shelved library materials and read shelves.
- Process overdue books, interlibrary loans, and reserves.
- Coordinated emergency and routine maintenance of buildings.
- Sorted mailed and set up tracking for all parcels.
- Maintained a secure environment by monitoring visitors at the front desk.
- Handled check-in and check-out process of library books and materials at the circulation desk.
- Located library materials, resources, and technologies to fulfill patron requests.
- Collected and processed fines on overdue library materials.
- Provided assistance and support to staff regarding facility maintenance, security, and services.
Word Processor
National Automobile Dealership Association
11.2006 - 07.2012
- Authored agendas, memos, and letters for over 500 meetings a year to more than 3500 NADA members.
- Proofread and edited documents for typographical errors, misspellings, grammatical errors, correct format, appearance, punctuation, and content.
- Used specialized techniques and shortcuts to improve typing speed and meet deadlines.
- Prepared and uploaded documents for electronic publication to the NADA 20 Group Website and LAN.
- Utilized search engines to investigate, research, and support information.
- Consistently used Microsoft Word, Excel, and PowerPoint software.
- Trained and instructed office personnel with the use of various office automation tools.
- Scanned and printed files and paperwork, when needed.
- Prepared data by compiling and sorting information.
- Transcribed meeting minutes into digital format and stored in a data repository.
- Created and modified corporate documents and forms.
- Typed official correspondence and reports from handwritten notes and other information sources.
- Organized and prioritized proofreading, spell-checking, document filing, and data entry.
- Transcribed meeting minutes into digital format and stored in data repository.
Education
Bachelor of Science - Technical Management
DeVry University
Villa Park, IL10.2023
Skills
- Supervision & Leadership Skills
- Teamwork and Collaboration
- Cultural Awareness
- Data Management
- Planning & Organizing
- Customer Service
- Friendly, Positive Attitude
- Conflict Resolution
- Active Listening
- Organization and Time Management
- Self-Motivated Multitasker
- Analytical and Critical Thinking
- Decision-Making
- Inbound Phone Call Handling
Certification
Notary
Additional Information
Availability: Job Type: Permanent, Temporary, Remote
Work Schedule: Full-time, Part-time, Shift work
US Air Force Veteran
Timeline
Senior Landside Agent
Houston Airport System
12.2022 - 08.2023
Administrative Specialist
City of Houston
03.2020 - 10.2022
Claims Specialist
United Health Group
09.2016 - 11.2018
Guest Services Specialist
FastMed Urgent Care
07.2015 - 08.2018
Temporary Worker
NRI Staffing Resources
10.2013 - 06.2015
Word Processor
National Automobile Dealership Association
11.2006 - 07.2012
Bachelor of Science - Technical Management
DeVry University
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