Melissa Marchewka
Danbury,United States
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
13
13
years of professional experience
Work History
Patient Service Specialist
National Organization for Rare Disorders
01.2016 - 12.2020
- Responded to incoming telephone inquiries for assistance
- Entered all referral and phone requests for patient assistance in system
- Initiated incoming application cycle by date stamping and changing patient status
- Entered all application information into appropriate program database in order to determine patient assistance eligibility based on program guidelines
- Reviewed all applications for approval/denial/additional information, presented denials to supervisor for review
- Updated status in system, called patient with determination and mailed all appropriate letters
- Updated all current database patient information and maintained patient files with current information
- Reviewed medical invoices to determine if payment is to be issued based on program guidelines
- Followed up on invoices that do not fall within program guidelines
- Batched invoices, completed accounting sheet and forwarded to accounting for payment
- Maintained and updated spreadsheets listing the dollar amount of the award and invoices which have been processed and forwarded to accounting for payment
- Updated award amount as needed based on information obtained from actual expenses submitted
- Managed program and patients receiving awards on programs by following up when invoices for expenses are not received within the timeframe stated in the patient's award letter
- Followed up with patient as needed to determine if they are still on the drug therapy that is a requirement to stay awarded in the program
- Acted as liaison with sponsoring pharmaceutical company in handling all phone and correspondence issues
- Interfaced with the reimbursement team, sponsors customer service, patient physician's office and other outside contacts as needed.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
Customer Service Representative Contract Position
Comnet Communications
01.2014 - 12.2015
- Gained extensive knowledge of state-of-the-art fiber optic and copper-based video, audio data as well as Ethernet transmission equipment
- Completed data entry work
- Entered orders in Macola System, checked availability and lead time of product
- Responded timely and accurately to customers concerns and questions
- Compiled company information and related materials for distribution to customers.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service, Billing Dept.
Branson-Emerson Ultrasonic Corporation
01.2012 - 12.2014
- Generated invoices upon receipt of billing information as well as tracked collection progress
- Streamlined daily reporting entry for efficient record keeping purposes
- Managed and responded to all correspondence and inquiries from customers and vendors
- Established a Quick books accounting system to reflect accurate financial records
- Reconciled company bank, credit card and line of credit accounts.
- Managed a team of customer service representatives, ensuring top-notch service quality and adherence to company policies.
- Conducted regular audits of billing records to ensure data integrity and compliance with regulatory requirements.
- Resolved escalated customer issues expeditiously demonstrating empathy while adhering to established guidelines.
Store Manager of Operations
Educational Warehouse
02.2008 - 04.2012
- Increased store traffic by organizing engaging events and promotions that appealed to target customers.
- Oversaw the implementation of new technology solutions for efficient inventory tracking, data analysis, and overall store operations enhancement.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coordinated with regional management on strategic planning initiatives aimed at improving store performance within the district or territory as a whole.
- Facilitated open communication channels between staff members and upper management by conducting regular team meetings, fostering transparency in decision-making processes.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
High School Diploma -
Westchester Community College
Skills
- HIPAA
- Cabling
- Computer Networking
- EMR Systems
- Banking
- Medical office experience
- QuickBooks
- Program management
- Organizational skills
- Data entry
- Ethernet
- Order entry
- Customer service
- Accounting
- Medical Scheduling
- Medical Records
- Appointment Scheduling
- Patient confidentiality
- Healthcare Systems Knowledge
- Professionalism and Ethics
- Insurance Verification
- HIPAA Compliance
- Customer Service
- Patient Registration
- Time Management
- Complex Problem-Solving
- Loves children
- Active listener
Groups
Parent Leadership Training Institute P.L.T.I.
Timeline
Patient Service Specialist
National Organization for Rare Disorders
01.2016 - 12.2020
Customer Service Representative Contract Position
Comnet Communications
01.2014 - 12.2015
Customer Service, Billing Dept.
Branson-Emerson Ultrasonic Corporation
01.2012 - 12.2014
Store Manager of Operations
Educational Warehouse
02.2008 - 04.2012
High School Diploma -
Westchester Community College
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