Melissa Flick

Call Center Supervisor.

• Oversee all call center agents and ensure smooth operation across remote teams.
• Manage overflow calls and provide hands-on support during peak times.
• Monitor productivity, and generate reports to improve efficiency.
• Handle complaints and escalated calls, ensuring timely resolution and excellent patient service.

Workers' Compensation Management

• Supervise the Workers' Compensation process and provide guidance and support to the Workers' Compensation coordinator and staff.
• Oversee Workers' Compensation omni-channel communication and cases to ensure compliance and accurate documentation.

Authorizations Management.

• Perform and supervise the submission and follow-up on authorizations for in-office and off-site MRIs, durable medical equipment, and specialty injectable drugs.
• Maintain efficiency and accuracy in the authorization processes to ensure expedient, clinically appropriate submission, completion, and scheduling.

Template Management.

• Coordinate provider schedules, and add and adjust templates as required by operational needs.
• Delegate or personally contact patients affected by scheduling changes to ensure proper communication and patient satisfaction.
• Collaborate with other team members on template changes within the EMR.

• Ordered office supplies as needed to maintain inventory levels.
• Communicated with patients with compassion while keeping medical information private.
• Adhered to HIPAA requirements to safeguard patient confidentiality.
• Answered telephones and directed calls to the appropriate medical or administrative staff.
• Checked patients in and out for appointments and collected co-payments.
• Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
• Scheduled patient appointments, verifying accuracy of appointment times with providers.

• Answered telephones and directed calls to appropriate medical or administrative staff.
• Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
• Ordered and maintained supply inventory for medical office.
• Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
• Completed relevant insurance and other claim forms.
• Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.