Melissa Lugo
Marcus Hook,PA
Summary
Highly-motivated customer service professional with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated professional eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Independence Administrators
Philadelphia, PA
11.2022 - Current
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
Insurance Verification Specialist
DaVita
Malvern, PA
10.2021 - 11.2023
- Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Identified discrepancies in patient's insurance coverage or benefits, ensuring accuracy of data entered into system.
Lead Medical Receptionist
Frankford Medical Supplies
Philadelphia, PA
02.2017 - 10.2021
- Greeted and checked-in patients, verified patient information, collected co-payments, scheduled appointments, and answered incoming calls.
- Performed administrative tasks such as filing documents and updating databases.
- Assisted with insurance verification process by obtaining authorizations for services rendered.
- Monitored inventory levels of office supplies and placed orders when needed.
- Supported front desk staff with check out procedures including collecting copays, verifying insurance benefits and making financial arrangements as necessary.
- Trained new receptionists on proper use of EHR systems, front desk protocols and other duties related to the job role.
Education
Medical Insurance Billing
Ultimate Medical Academy - Clearwater
Clearwater, FL05.2018
Skills
- Customer Retention
- Customer Service
- Data Entry
- Database Management
- Research
- Microsoft Office Suite
Languages
Spanish
Native/ Bilingual
Accomplishments
- Promoted to Champion team in my current role after four months of employment
- Maintained above overall QA call score of 90%
- QA calls for November 2023 100%
- Recognized by 12 customers for excellent customer service in third quarter 2023
Timeline
Customer Service Specialist
Independence Administrators
11.2022 - Current
Insurance Verification Specialist
DaVita
10.2021 - 11.2023
Lead Medical Receptionist
Frankford Medical Supplies
02.2017 - 10.2021
Medical Insurance Billing
Ultimate Medical Academy - Clearwater
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