Melissa Hatter
Sequim
Summary
Looking for a full- or part-time job, a results-driven healthcare professional known for high productivity and efficient task completion. Skilled in customer service, problem-solving, and conflict resolution, ensuring smooth operations and customer satisfaction. Excel at communication, active listening, and empathy, utilizing these soft skills to understand customer needs and provide exceptional service.
Overview
19
19
years of professional experience
Work History
Call Center Agent
Olympic Medical Center Foundation
Port Angeles
12.2024 - Current
- Evaluated customer feedback to identify areas for improvement in the call center operations.
- Adjusted communication style based on individual customer needs.
- Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
- Utilized problem solving techniques when dealing with difficult or irate customers.
- Greeted customers in a professional and courteous manner.
- Identified customer needs by asking probing questions and actively listening to responses.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Managed customer accounts, including updating account information as needed.
- Developed strong relationships with customers through effective communication skills.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Supervisor
Southcentral Foundation Anchorage, Alaska
Anchorage
04.2022 - 05.2024
- Directed and supervised team of 15 employees in daily operations.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Monitored employee productivity to provide constructive feedback and coaching.
- Implemented quality control measures, significantly reducing error rates.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Created new strategies for improving customer service standards within the organization.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Trained new employees on company policies and procedures.
- Collaborated with other departments to coordinate workflow processes between teams.
- Tracked progress on projects and provided timely feedback to staff members.
- Developed strategies to improve team performance and productivity.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Negotiated with suppliers to secure cost-effective resources.
- Implemented new operational procedures, increasing efficiency.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Complied with company policies, objectives and communication goals.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Trained new employees on company policies, job duties, and performance expectations.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Analyzed key performance indicators to identify effective strategies.
- Maintained positive working relationship with fellow staff and management.
- Determined consumer needs to provide products and services appealing to larger market.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Audited company's legal documents to verify compliant policies and procedures.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Worked closely with human resources to support employee management and organizational planning.
Certified Medical Assistant
Central Peninsula Hospital
Soldotna
07.2020 - 03.2022
- Monitored lab results for accuracy and alerted physicians immediately if any abnormalities were detected.
- Provided support to patients by helping them fill out forms and answering their questions about health care services.
- Maintained patient confidentiality in accordance with HIPAA regulations.
- Provided support to physicians during consultations by recording patient histories accurately and documenting treatment plans accordingly.
- Processed payments from patients accurately using cash registers or computerized systems.
- Educated patients on preventive care topics such as diet and exercise habits or medication compliance.
- Assisted in minor surgical procedures such as suturing lacerations or removing stitches under the direction of a physician.
- Ordered medical supplies from approved vendors based on predetermined budget parameters.
- Collected urine samples from patients for drug screens or pregnancy tests when necessary.
- Performed clerical tasks such as transcribing dictation from physicians or coding patient information into electronic databases.
- Managed inventory of medical supplies ensuring adequate stock levels were maintained at all times.
- Ensured that all equipment was functioning correctly prior to use during patient examinations or treatments.
- Administered injections, immunizations, medications, wound dressings and other treatments according to physician instructions.
- Assisted with scheduling patient appointments and follow-up visits.
- Maintained accurate records of patient visits including diagnosis information, treatment notes, prescriptions.
- Conducted diagnostic tests such as EKGs or hearing screenings in accordance with established protocols.
- Prepared specimens for laboratory testing and performed routine laboratory tests.
- Maintained cleanliness in examination rooms by stocking supplies and disposing of used materials properly.
- Performed administrative duties such as scheduling appointments, answering phones, and filing paperwork.
- Answered patient calls promptly and directed inquiries to the appropriate department when needed.
- Obtained insurance authorizations for prescribed medications or treatments for patients in need of financial assistance programs.
- Assisted physicians and nurses with patient exams, including taking vital signs, preparing exam rooms, and updating medical records.
- Assessed, documented, and monitored vital signs for patients within outpatient setting.
Nationally Certified Medical Assistant
KENAITZE INDIAN TRIBE- WELLNESS CENTER
Kenai
05.2016 - 06.2020
- Changed dressings on wounds to prevent infection and check for healing.
- Explained treatment procedures and physicians' instructions.
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Conducted routine laboratory tests and sample analyses to monitor diseases.
- Communicated with pharmacies for prescription refills on behalf of supervising physician.
- Handled general office duties to support administrative staff during peak hours.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Measured vital signs and took medical histories to prepare patients for examination.
- Organized charts, documents and supplies to maintain team productivity.
- Responded to patient callbacks and phone-in prescription refill requests.
- Educated patients about medications, procedures and physician's instructions.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Incorporated outside records into charts and EHR.
- Participated in continuing education opportunities related to Medical Assisting field.
- Obtained laboratory specimens for testing purposes.
- Ordered medical supplies to ensure adequate inventory levels were maintained.
- Administered medications under physician's supervision.
- Processed orders for medical supplies and lab equipment.
Nationally Certified Medical Assistant
SOUTHCENTRAL FOUNDATION
Anchorage
01.2014 - 09.2015
- Maintained a clean work environment by sterilizing equipment after each use.
- Ensured all documentation was accurate, complete and up-to-date according to established policies and procedures.
- Assisted in the preparation of examination rooms by stocking supplies and ensuring equipment was properly sterilized.
- Assisted in maintaining an organized system of filing patient records both electronically and manually.
- Performed vital signs, such as blood pressure, pulse and temperature of patients.
- Ordered medical supplies to ensure adequate inventory levels were maintained.
- Provided assistance with billing processes such as filing insurance claims.
- Scheduled appointments with physicians for follow-up care or additional treatments.
- Conducted EKGs and other diagnostic tests.
- Reviewed information in electronic medical records for accuracy prior to submission of claims.
- Administer injections and immunizations per physician orders.
- Assisted physicians with medical exams and procedures.
- Maintained patient records, including histories and test results.
- Obtained laboratory specimens for testing purposes.
- Participated in continuing education opportunities related to Medical Assisting field.
- Prepared lab specimens for analysis according to protocols provided by the laboratory.
- Instructed patients on proper self-care techniques.
- Cleaned and maintained medical equipment following procedures and standards.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Educated patients about medications, procedures and physician's instructions.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Organized charts, documents and supplies to maintain team productivity.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Measured vital signs and took medical histories to prepare patients for examination.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Changed dressings on wounds to prevent infection and check for healing.
- Administered medications under physician's supervision.
- Positioned patients properly during examination or treatment for comfort and safety.
Nationally Certified Medical Assistant
SOUTHCENTRAL FOUNDATION
Anchorage
10.2012 - 04.2013
- Maintained a clean work environment by sterilizing equipment after each use.
- Provided educational materials to patients regarding their health conditions.
- Conducted EKGs and other diagnostic tests.
- Ensured all documentation was accurate, complete and up-to-date according to established policies and procedures.
- Assisted in the preparation of examination rooms by stocking supplies and ensuring equipment was properly sterilized.
- Performed vital signs, such as blood pressure, pulse and temperature of patients.
- Assisted in maintaining an organized system of filing patient records both electronically and manually.
- Answered phones, responded to inquiries from patients or family members, scheduled appointments.
- Administer injections and immunizations per physician orders.
- Reviewed information in electronic medical records for accuracy prior to submission of claims.
- Assisted physicians with medical exams and procedures.
- Maintained patient records, including histories and test results.
- Obtained laboratory specimens for testing purposes.
- Participated in continuing education opportunities related to Medical Assisting field.
- Prepared lab specimens for analysis according to protocols provided by the laboratory.
- Maintained a clean work environment by following infection control procedures.
- Instructed patients on proper self-care techniques.
- Cleaned and maintained medical equipment following procedures and standards.
- Documented notes during patient visits.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Incorporated outside records into charts and EHR.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Responded to patient callbacks and phone-in prescription refill requests.
- Scheduled appointments for patients via phone and in person.
- Measured vital signs and took medical histories to prepare patients for examination.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Kept facility stocked with necessary supplies, equipment and instruments.
- Collected, labeled and stored laboratory specimens properly prior to testing.
Case Management Support/Family Health Representative
SOUTHCENTRAL FOUNDATION
Anchorage
07.2008 - 05.2011
- Organized outreach programs for the community to promote healthy living.
- Scheduled appointments with specialists when needed by referring patients appropriately.
- Maintained accurate documentation of all client interactions and treatments provided.
- Provided emotional support to patients and family members during difficult times.
- Maintained patient confidentiality in accordance with HIPAA regulations.
- Attended conferences, seminars, and workshops related to health promotion initiatives.
- Monitored patient progress and reported changes in condition or status to physicians or other healthcare providers.
- Identified at-risk populations and developed strategies to address their needs.
- Assisted in patient advocacy efforts, such as referrals for services or resources.
- Provided administrative support to further organizational objectives and patient care goals.
- Recorded resident progress, medications and treatment in medical reports.
- Collaborated with other healthcare professionals to coordinate care.
- Built trust and rapport with prospective patients to understand treatment needs and determine appropriate level of care.
- Verified that many personnel received appropriate care by managing and updating healthcare records.
- Collaborated with other professionals to assess client needs.
- Tracked patient or client care and followed through to provide service effectiveness.
- Investigated child abuse or neglect cases and exercised protective actions when necessary.
- Advocated for clients to resolve medical or personal crises.
- Utilized data and experience to coordinate patient care and rehabilitation.
- Referred client or family to appropriate community resources to obtain support for mental or physical illness.
- Provided information to access financial assistance, legal aid or housing.
Cashier, Team Lead
JAMBA JUICE
Sacramento
01.2007 - 12.2007
- Assisted customers with locating items within the store when requested.
- Provided guidance to cashiers on how to accurately ring up customers' purchases.
- Developed strong working relationships with team members to foster collaboration.
- Ensured compliance with all safety regulations while performing tasks.
- Recognized potential theft or fraud attempts by monitoring suspicious behavior.
- Performed daily opening and closing procedures for the register area.
- Supported other teams when necessary, such as stocking shelves or bagging groceries.
- Conducted inventory audits to ensure accuracy of product levels in the register area.
- Maintained a clean work environment by sweeping floors and wiping down counters regularly.
- Processed refunds and exchanges according to company policy.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Trained new cashiers on proper use of registers and store policies.
- Answered customer questions and provided store information.
- Rotated and merchandised products at point-of-sale to improve impulse buy rate.
- Scanned, priced, and bagged customer groceries quickly to keep lines moving.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Greeted customers promptly and responded to questions.
- Welcomed customers, offering assistance to help find store items.
- Counted and balanced cashier drawers.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
Temporary Administrative Assistant
PERSONNEL PLUS
Anchorage
09.2006 - 12.2006
- Scheduled appointments between clients and customers and internal staff members.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Managed database systems containing customer contact information.
- Developed and maintained filing systems for confidential documents and records.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Greeted visitors and provided general information about the company.
- Processed invoices for payment using accounting software applications.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Facilitated communication between different departments within the organization.
- Answered questions from customers regarding products and services offered by the company.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Updated contact lists regularly when changes occur in employee status or contact information.
Education
Master of Science - Business Management HEALTHCARE ADMINISTRATION
University of Phoenix
Tempe, AZ07-2026
Bachelor of Science - Healthcare Administration
Charter College
Anchorage, AK03-2022
Associate of Arts - Allied Health
Charter College
Anchorage, AK01-2021
Certificate - Medical Assisting
CHARTER COLLEGE
Anchorage, AK08.2012
Skills
- Microsoft Office Suite
- Intermediate Phlebotomy Skills
- Intermediate Pharmacology Skills
- Experience with ECG's
- Vital signs
- Patient intake
- Chart filing
- Sterile field maintenance
- Wound care
- ICD-9
- CPT
- HCPCS
- HIPAA Compliance
- Insurance verification
- Denali Kid Care knowledge
- Medicare knowledge
- Medicaid knowledge
- Customer service skills
- Professional bedside manner
- RPMS knowledge
- Vaktrak knowledge
- Datamall knowledge
- Diet/Nutrition experience
- Physical Therapy experience
- Lab tests
- Conversion calculations
- Referral tracking
- Travel coordination
- Minute taking
- Conflict management
- BLS certification
- Customer service
- Healthcare communication
- Team building
- Process improvement
- Conflict resolution
- Patient advocacy
- Data analysis
- Regulatory compliance
- Healthcare management
- Documentation and reporting
- Performance monitoring
- Typing 60 wpm
- Training and mentoring
- Goal orientation
- Compliance regulations
- Budget monitoring
- Strategic planning
- Fund tracking
- Funding strategies
- Proposal development
- Adaptability and flexibility
- Collaboration
- Resource development
Timeline
Call Center Agent
Olympic Medical Center Foundation
12.2024 - Current
Supervisor
Southcentral Foundation Anchorage, Alaska
04.2022 - 05.2024
Certified Medical Assistant
Central Peninsula Hospital
07.2020 - 03.2022
Nationally Certified Medical Assistant
KENAITZE INDIAN TRIBE- WELLNESS CENTER
05.2016 - 06.2020
Nationally Certified Medical Assistant
SOUTHCENTRAL FOUNDATION
01.2014 - 09.2015
Nationally Certified Medical Assistant
SOUTHCENTRAL FOUNDATION
10.2012 - 04.2013
Case Management Support/Family Health Representative
SOUTHCENTRAL FOUNDATION
07.2008 - 05.2011
Cashier, Team Lead
JAMBA JUICE
01.2007 - 12.2007
Temporary Administrative Assistant
PERSONNEL PLUS
09.2006 - 12.2006
Master of Science - Business Management HEALTHCARE ADMINISTRATION
University of Phoenix
Bachelor of Science - Healthcare Administration
Charter College
Associate of Arts - Allied Health
Charter College
Certificate - Medical Assisting
CHARTER COLLEGE