Melissa Jordan

• Skilled at working independently and collaboratively in a team environment.
• Provide professional services and support in a dynamic work environment.
• Gather information, assess and fulfill callers' and coworkers' needs and educate on important policies and procedures.
• Maintain confidential patient, employee and company information in compliance with company policies and regulatory requirements.
• Single-handedly implemented new business processes that slashed my team's workload in half, eliminating the need to hire an additional staff member. This resulted in saving the company from paying an additional salary.
• Research portals issues related to non-payment within e-billing vendor portals.
• Conduct monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.

• Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
• Acted as subject matter expert, answering internal and external questions and inquiries regarding Explanation-of-Benefits, policy information, or statements.
• Perpetuated high standards of customer service by building relationships with patients.
• Followed up on denials, late payments, extensions and other special circumstances.
• Processed eligibility and benefits verification and authorization requests.
• Maintained confidentiality of patient finances, records, and health statuses.
• Investigated and resolved complex inquiries and complaints quickly.

• My benefit verifications have slashed statements sent post-service by 30% due to accurately estimating out of pocket cost and pre-collecting.
• Observed strict procedures to maintain data and patient confidentiality.
• Checked each patient's medical insurance benefit to determine eligibility, authorization requirements, calculate out of pocket cost, and inputted all data into Uprise Practice Management and Electronic Medical Records.
• Explained plan benefits in easy to understand terms in order to educate patients and train fellow employees.
• Analyzed and evaluated existing business processes and enacted application utilization, increasing employee performance while allowing higher patient volume and practice revenue.

• Responsible for interpretation of patient insurance benefits and the plan's medical policies to determine coverage and out-of-pocket cost for the patient.
• Obtained and tracked routine and emergency authorizations to resolve discrepancies and avoid revenue loss. This resulted in saving the company hundreds of thousands of dollars in potentially denied claims.
• My quick problem-solving skills and extensive customer service experience prove invaluable when helping patients with complaints or confusion about their benefits.
• Maintained confidentiality of patient finances, records, and health statuses.
• Proven ability to develop and implement creative solutions to complex problems.

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• Promoted to surgical counselor after three years in the billing office and opened a new location for the practice.
• Educated patients about surgeries and provided treatment plan documentation.
• Answered phone calls and messages, maintaining a smooth surgery schedule for five physicians operating at two surgical facilities, and handling patient inquiries.
• Assisted with medical coding and billing tasks.
• Proved successful working within tight deadlines and a fast-paced environment.