MELISSA FIGAROLA
Los Angeles,USA
Summary
Dedicated professional with proven performance in management, leadership and communication. Detail-oriented in problem-solving and planning. Ready to make an immediate contribution to your organization. Compassionate Case Manager experienced in environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
26
26
years of professional experience
Work History
Case Manager
Health iQ
08.2020 - 01.2024
- Helped patients reach plan of care goals through case reviews
- Used adaptive communication style and practiced empathy to build trust and rapport with clients
- Provided ongoing evaluation of client progress towards goals established in service plans.
- Conducted community workshops to promote different programs and educate public on available services.
Provider Services Representative
Simply Healthcare Plans, Anthem Company
01.2015 - 07.2020
- Serving as a primary department contact for designated physician and ancillary providers; Investigating and responding to provider concerns and issues; Assisting with disposition of provider grievances; Preparing educational materials for providers; Composing correspondence, performing general research, and preparing reports as required; Networking with other departments; Answering phones call through the department's Automatic Call Distributor line;
Customer Service OFAC Ambassador
Adecco for Bank of America
01.2014 - 01.2015
- Account Verification of Bank of America Clients on the phone and face to face
- Assist customers on releasing their account from OFAC
- Work together with the Office of Foreign Assets Control (OFAC) of the US Department of the Treasury administers to enforce economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes, terrorists, international narcotics traffickers, those engaged in activities related to the proliferation of weapons of mass destruction, and other threats to the national security, foreign policy or economy of the United States.
Quality Assurance Specialist
Teleperformance
01.2011 - 01.2014
- Listened to, evaluated and documented live and recorded calls
- Accurately score lead calls
- Provided accurate and meaningful oral and written feedback on calls
- Identified and reported on regulatory compliance issues and poor caller experiences.
Call Center Agent
Teleperformance
01.1998 - 12.2010
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Education
Certified Medical Assistant -
Everest Institute
Hialeah, FL01.2006
Skills
- Informed client by explaining procedures; answering questions; providing information
- Received inbound calls including transferred sales leads and calls from current and potential customers
- Medical Records Management
- Microsoft Outlook
- Microsoft Excel
- Microsoft Office
- Case Planning and Management
Roles And Responsibilities
- Helped patients reach plan of care goals through case reviews.
- Used adaptive communication style and practiced empathy to build trust and rapport with clients.
- Provided ongoing evaluation of client progress towards goals established in service plans.
- Serving as a primary department contact for designated physician and ancillary providers; Investigating and responding to provider concerns and issues; Assisting with disposition of provider grievances; Preparing educational materials for providers; Composing correspondence, performing general research, and preparing reports as required; Networking with other departments; Answering phones call through the department's Automatic Call Distributor
Languages
Spanish
Native or Bilingual
Timeline
Case Manager
Health iQ
08.2020 - 01.2024
Provider Services Representative
Simply Healthcare Plans, Anthem Company
01.2015 - 07.2020
Customer Service OFAC Ambassador
Adecco for Bank of America
01.2014 - 01.2015
Quality Assurance Specialist
Teleperformance
01.2011 - 01.2014
Call Center Agent
Teleperformance
01.1998 - 12.2010
Certified Medical Assistant -
Everest Institute
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