Hi, I’m
Melissa Ehlen
Office Professional
BURLINGTON,WI
Summary
Organized Patient Service Representative 9 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
12
years of professional experience
Work History
Aurora Health CareLake Geneva, WI
Patient Service Rep II
02.2014 - 08.2023
Job overview
- Training and helping new employees to the call center and other areas as needed on filing, phone etiquette, sending messages, and other office duties.
- Answer phones
- Take/send messages to appropriate areas using the EPIC system
- Assist employees with VA process
- Visit closure service to order process
- Send requests for outside providers to be entered after verifying NPI, address, etc
- Send Medicare wellness letter with attached information to patients
- Data entry in Microsoft Excel
- Enter on-call schedule for Family Practice and Internal Medicine for after hours and clinic to view, along with updating new request off and schedule changes
- Assisting with employee PSR schedule, and day to day scheduling needs
- Assist lead and supervisor with various tasks.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Assisted patients in filling out check-in and payment paperwork.
- Used EPIC to schedule appointments.
- Developed and implemented customer service policies and procedures.
- Entered patient demographic and insurance data into electronic medical record system.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Built and maintained positive working relationships with patients and staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Facilitated communication between patients and various departments and staff.
- Resolved customer complaints using established follow-up procedures.
- Managed patient registration process, confirming data accuracy and completeness.
- Verified patient insurance eligibility, coverage, and entered patient information into system.
- Responded to inquiries by directing calls to appropriate personnel.
Kohls Department StoreDelavan, WI
Seasonal Sales Team Member
10.2022 - 02.2023
Job overview
- Applied security and loss prevention training toward recognizing risks and reducing store theft.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Trained and mentored new sales representatives.
Kohls Department StoreDelavan, WI
Sales Team Member
10.2018 - 02.2021
Job overview
- Recovering/organizing the department for the next business day
- Customer service, assist customer looking for merchandise
- Customer service, checkout customers at the register.
Co-StaffDelavan, WI
Factory - Blending Employee
06.2011 - 05.2013
Job overview
- Finishing of cast parts to customer satisfaction, blending cast parts per router measurements
- Shipping and receiving of materials in a timely manner
- Data entry
- Pressure testing of cast parts
- Along with other duties as needed.
- Proven ability to learn quickly and adapt to new situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Elkhorn Area High SchoolElkhorn, WI
High School Diploma
05.2001
Skills
Document filing
Patient greeting
Interpreting physician orders
Insurance verifying
System updates
Medical insurance
Payment collection
Appointment Scheduling
Organization and Time Management
Clerical Support
EPIC Software Proficiency
Microsoft Office Software Proficiency (Word, Excel, Outlook, PowerPoint)
PPE Compliance
Teamwork and Collaboration
Multitasking Abilities
Excellent Communication
Timeline
Seasonal Sales Team Member
Kohls Department Store
10.2022 - 02.2023
Sales Team Member
Kohls Department Store
10.2018 - 02.2021
Patient Service Rep II
Aurora Health Care
02.2014 - 08.2023
Factory - Blending Employee
Co-Staff
06.2011 - 05.2013
Elkhorn Area High School
High School Diploma
05.2001