Melissa Hanley
Auburn,NY
Summary
Keen on picking up on new experience and learning from others about the jobs demands. Works well in environments where the ability to adapt to new conditions are common. Ability to prioritize and remain focused on the essence of an issue and goals to be achieved. Skilled at learning new concepts quickly while working well under pressure. Authorized to work in the US for any employer
Overview
12
12
years of professional experience
1
1
Certification
Work History
Quality Assurance Compliance Officer/Agency Investigator
New Beginnings Home Care Inc
2024.02 - Current
- Managed practical action plans to respond to audit discoveries and compliance violations.
- Developed and maintained system for tracking and reporting compliance violations.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Responded to employee inquiries regarding compliance regulations and procedures.
- Investigated and documented all violations of compliance regulations to determine necessary improvements.
- Conducted interviews with witnesses and clients.
- Carefully documented statements, observations, and evidentiary materials.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Documented findings and prepared detailed reports.
Teacher Assistant
HERE WE GROW DAYCARE
2023.05 - 2024.02
- Educated students in foundational concepts such as shapes, numbers, and letters.
- Assisted teacher with developing creative program suitable for preschool children.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Taught children with creative approaches, methods, and techniques.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Maintained tidy and clean classroom consistent with safety and health standards.
- Encouraged children to interact with each other and participate in group activities.
- Assisted teachers with supervision and care of group of 8-14 children.
Teacher Assistant
Early childhood center
2022.12 - 2023.04
- Documented and reported behavior issues or accidents to parents, minimizing future problems.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Complied with strict safety and organizational regulations, policies, and procedures.
- Kept notes of behavior issues, food served, and medications administered to children.
- Assisted children with regular handwashing and wiped down hard surfaces often to minimize germ spread.
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Met with parents about daily activities, positive developments, and issues.
- Enforced rules and managed behavior through developmentally appropriate discipline.
Transaction Coordinator
TRG Realty
2022.01 - 2022.09
- Organized and maintained transaction files in compliance with company policies and industry regulations, ensuring easy access to all relevant documents.
- Collaborated with escrow officers, title companies, inspectors, appraisers, attorneys, and other professionals to address any issues or discrepancies that arose during transactions.
- Streamlined real estate transactions by efficiently managing documentation and communication between all parties involved.
- Prepared comprehensive due diligence reports for clients with accurate property data analysis to facilitate informed decision-making processes.
- Managed multiple concurrent transactions with exceptional organization skills, ensuring deadlines were met and clients were updated regularly.
- Expedited closings by coordinating efforts between buyers, sellers, lenders, and agents to ensure timely completion of necessary tasks.
- Contributed to positive work environment by providing backup support for fellow team members during peak periods or absences.
Call Center Representative
Aspen Dental
2021.08 - 2022.01
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
Receptionist
AMMS
2020.07 - 2021.08
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Supported office staff and operational requirements with administrative tasks.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Organized paperwork such as charts and reports for office and patient needs.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Transcribed phone messages and relayed to appropriate personnel.
- Completed patient referrals to other medical specialists.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Direct Support Professional
Unity House of Cayuga County
2019.07 - 2020.07
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Helped clients manage money, pay bills, and shop for groceries or personal items.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Documented residents' mental status, sleep, and eating patterns in medical record books.
- Assisted patients with self-administered medications.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
Office Manager
Endocrinology, Diabetes and Metabolism
2018.11 - 2019.07
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Assisted with regulatory issues such as compliance.
- Consulted with healthcare professionals on business decisions.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Developed close working relationships with front office and back office staff.
- Developed policies and procedures for effective practice management.
- Oversaw accounting, budgeting, and financial reporting.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Addressed and remedied all patient or team member issues.
- Created and implemented organizational policies and procedures.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Lead Teacher
Learn As You Grow
2018.01 - 2018.11
- Kept classroom and feeding areas clean, neat, and safe.
- Managed personal hygiene requirements with frequent diaper changes, use of bibs, and monitoring of behaviors.
- Used proper sanitizing techniques for toys, surfaces, and equipment.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Promoted development of social, emotional, and communication skills in infants.
- Promoted sensory development by providing access to different textures.
- Adhered to parent preferences and legal requirements for feeding breastmilk, formula and solids to infants.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Engaged with children on individual basis to build positive relationships and promote learning.
Community Resource Specialist
ARC of Seneca Cayuga
2016.06 - 2018.01
- Provides support, supervision and individualized training to disabled participants in a Day Habilitation program
- Assists individuals in daily living activities and community integration; individually and in small group situations
- Responsible for implementation of desired outcomes (goals) and services indicated in Individual Service Plan and Residential Habilitation Plan, according to prescribed methods, time frames, etc
- Responsible for observing agency and program policies and procedures to maintain a home like environment that promotes wellbeing and the protection of individual rights
- Trained in First Aid and CPR.
- Maintained internal database of service workers, participants, activities and other relevant details.
Assistant manager
Fastrac
2015.12 - 2016.06
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Rotated merchandise and displays to feature new products and promotions.
- Created and maintained safe and secure work environments for employees.
- Interacted well with customers to build connections and nurture relationships.
Print and Design Specialist
The ups store
2013.08 - 2015.12
- Operated copiers and printers, trimmed stock to special sizes and bound booklets using spiral or saddle-stitch techniques to complete customer job requests.
- Created customized options and solutions to meet customer unique copy and printing needs.
- Offered bindery and finishing services to enhance printing jobs and prepare polished marketing materials.
- Assessed customer needs to deliver satisfactory experiences.
- Provided mounting and laminating support to preserve and protect documents and photos.
- Answered phone calls to provide prompt and courteous answers to questions and encourage customer store visits.
- Created marketing materials, including brochures, flyers and product catalogs to brand standards.
Cashier/ Merchandiser and Customer Assistant
Sears Roebuck & Co
2012.11 - 2013.08
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Answered questions about store policies and addressed customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Greeted customers entering store and responded promptly to customer needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Built relationships with customers to encourage repeat business.
- Handled cash with high accuracy and took care to check bills for fraud.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Education
Associate in Humanities and Social Sciences -
Cayuga Community College
Auburn, NY01.2016
High school diploma -
Auburn High School
Auburn, NY06.2014
Skills
- Direct Support/Care
- Microsoft Office
- Customer Service
- Cash Handling
- Driving Experience
- Medical Office Experience
- Retail Sales
- Medication Administration
- Supervising Experience
- Clerical Experience
- Childcare/Infant Care
- Medical receptionist
- Special needs
- Office management
- Home health
- Communication skills
- Organizational skills
- Time management
- Computer skills
- Medical terminology
- EMR systems
- HIPAA
- Auditing processes
- Document Review
- Compliance Monitoring
Certification
- First Aid, 02/01/22
- CPR, 02/01/22
- EMT, 06/01/20, 08/01/24
- Driver's License
Timeline
Quality Assurance Compliance Officer/Agency Investigator
New Beginnings Home Care Inc
2024.02 - Current
Teacher Assistant
HERE WE GROW DAYCARE
2023.05 - 2024.02
Teacher Assistant
Early childhood center
2022.12 - 2023.04
Transaction Coordinator
TRG Realty
2022.01 - 2022.09
Call Center Representative
Aspen Dental
2021.08 - 2022.01
Receptionist
AMMS
2020.07 - 2021.08
Direct Support Professional
Unity House of Cayuga County
2019.07 - 2020.07
Office Manager
Endocrinology, Diabetes and Metabolism
2018.11 - 2019.07
Lead Teacher
Learn As You Grow
2018.01 - 2018.11
Community Resource Specialist
ARC of Seneca Cayuga
2016.06 - 2018.01
Assistant manager
Fastrac
2015.12 - 2016.06
Print and Design Specialist
The ups store
2013.08 - 2015.12
Cashier/ Merchandiser and Customer Assistant
Sears Roebuck & Co
2012.11 - 2013.08
Associate in Humanities and Social Sciences -
Cayuga Community College
High school diploma -
Auburn High School
- First Aid, 02/01/22
- CPR, 02/01/22
- EMT, 06/01/20, 08/01/24
- Driver's License
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