Melissa Dean
Salt Lake City,UT
Summary
Customer-focused professional with a robust background in healthcare administration, training, and technical support, complemented by strong communication skills. Experience as a medical registrar and call center representative has cultivated composure under pressure, efficient problem-solving abilities, and the delivery of exceptional service characterized by empathy and professionalism. Demonstrated expertise in organizing and managing large-scale events, optimizing race logistics, enhancing participant experiences, and ensuring safety standards. Results-oriented with a strong emphasis on team collaboration, adaptability to changing needs, and a commitment to achieving outstanding outcomes.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Race Director
Endo Warrior 5k Run for Pelvic Pain Coalition of Utah
09.2024 - Current
- Plans all components of upcoming 5k Fundraiser race benefit event. Coordinates with the event center for location, contacts vendors, sponsors for race attendance. Manages social media accounts and material, marketing, advertising, and all things race planning. The last race that I was able to plan took place at Wheeler Farm, I had Specialists and physical therapists in attendance at the event to support those with Endometriosis. Planned music, food, giveaways, and all things 5k race.
- Accomplishments
- Was able to raise 2500$ in a month worth of advertising and marketing.
- 60 attendees were there to participate
- Coordinated with vendors to secure necessary supplies and services.
- Developed race logistics plans ensuring efficient event execution.
- Managed budget allocations, optimizing resources for successful races.
- Established partnerships with local organizations to promote community involvement.
- Monitored race-day activities, resolving issues to maintain smooth operations.
- Analyzed post-event feedback to drive improvements in future races.
- Developed strategic partnerships with sponsors, resulting in increased funding for race events.
- Analyzed participant data to inform future marketing strategies aimed at attracting a more diverse range of racers.
- Oversaw volunteer recruitment and training initiatives, fostering a strong sense of teamwork among event staff members.
- Enhanced participant experience by implementing efficient race registration and check-in processes.
Patient Service Rep
Intermountain Healthcare
09.2022 - 08.2025
- Collects patient demographic information, collects applicable copayments. Answers patient and provider phone calls, triage by status to nursing staff. File documents, fax documents, data entry
- Accomplishments
- In the top ratings copays collected
- Was able to help management create new “copay collection script” for staff to use to enhance collection of copays. The office improved from 35% copays collected to 65% copays collected in a month and a half.
- I have been able to provide process improvement ideas for management, and some of them have been implemented and improved practices.
- Managed patient scheduling and appointment coordination to ensure efficient workflow.
- Provided exceptional customer service to patients, addressing inquiries and resolving issues promptly.
- Maintained accurate patient records using electronic health record systems to support operational efficiency.
- Trained new staff on procedures and best practices, fostering a supportive team environment.
- Led initiatives to improve front desk operations, increasing efficiency in patient check-in procedures.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used Revenue Cycle to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Entered patient demographic and insurance data into electronic medical record system.
- Took copayments and compiled daily financial records.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Answered incoming calls, scheduled appointments and filed medical records.
Customer Service Rep
Health Equity
01.2021 - 01.2022
- Remote customer service representatives helping members with HSA payment card questions, issue new debit cards, update pin numbers, connect members with applicable departments, report fraud, sell investment opportunities to members with HSA accounts.
- Accomplishments:
- Took high volume of calls efficiently, and accurately. 60+ day
- Top rating for calls taken/ time on the phone making notations
- Resolved customer inquiries efficiently, enhancing overall satisfaction and trust in services provided.
- Managed high-volume call queues, ensuring prompt responses to diverse client needs and concerns.
- Collaborated with cross-functional teams to address complex issues, improving resolution time and service quality.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Research Analyst
State of Utah
06.2016 - 06.2021
- I work on a survey program through the department of workforce services. We collect occupational title and wage data from large and small businesses across the State of Utah. This task involves creating working relationships with HR managers, CEO’s, and Administrative professionals. Once data is obtained, I do analysis, coding and entry of the collected data.
- Accomplishments
- I am almost always the first analyst to reach metric goals, and usually early. I always exceed goals by 10-15% twice a year.
- Conducted data analysis to inform policy recommendations and enhance program effectiveness.
- Created and maintained database to store research data.
- Analyzed large volume of data to identify patterns, trends and correlations.
Trainer
Intermountain Healthcare
05.2008 - 06.2016
- I started with Intermountain Healthcare as a registrar completing verification of patient demographic information at the point of service, as well as collecting any applicable copays. In 2015 I was promoted to the “Educator” training role. I created new updated presentation media for new hires, orchestrated new hire orientation, scheduled and monitored new employee mentoring at the point of service. Presented at quarterly staff meetings, various office tasks for managers and any other requested task.
- Accomplishments:
- Perfect attendance for the year of 2015.
- Always received high marks in yearly evaluations
- Developed and implemented training programs for diverse healthcare staff.
- Facilitated workshops to enhance clinical skills and patient care practices.
- Designed instructional materials using evidence-based practices and adult learning principles.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Developed and implemented successful onboarding program.
Education
No Degree - General Studies
Salt Lake Community College
Salt Lake City, UT01-2015
Skills
- Excellent Office suite skills
- Excellent presentation skills
- Data analysis
- Creative, out of box thinking
- Problem solving skills
- Negotiation/ Skills of diplomacy
- People skills
- Interpersonal communication
- Sales
- Event management
- Course design
- Logistics management
- Sponsorship acquisition
- Participant registration
- Race promotion
- Team motivation
- Coaching experience
- Team management
- Partnership development
- Fundraising
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Relationship building
- Self motivation
- Coaching and mentoring
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Goal setting
- Professionalism
- Public speaking
- Written communication
- Professional demeanor
- Problem-solving aptitude
- Event planning
- Talent management
- Vendor relations
- Event promotion
- Budget management
- Ticket sales
Websites
Accomplishments
- Supervised team of approximately 15 volunteers.
- Gained Sponsorship from multiple vendors, including Endometriosis specialists in the field, Intermountain Health, as well as Chick Fil A.
- Race attendees doubled the second year of holding the event, from the first year. We had over 100 people in attendance for 2026.
Certification
CNA certification, expired.
Timeline
Race Director
Endo Warrior 5k Run for Pelvic Pain Coalition of Utah
09.2024 - Current
Patient Service Rep
Intermountain Healthcare
09.2022 - 08.2025
Customer Service Rep
Health Equity
01.2021 - 01.2022
Research Analyst
State of Utah
06.2016 - 06.2021
Trainer
Intermountain Healthcare
05.2008 - 06.2016
No Degree - General Studies
Salt Lake Community College