MELISSA MARTINEZ
SPRINGFIELD,VA
Summary
Diligent Patient Access Associate with 4 years of experience with solid background in patient access operations. Proficient in streamlining patient registration processes and resolving patient inquiries effectively. Demonstrated ability in maintaining accurate patient records and collaborating with healthcare teams to ensure seamless patient experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Access Associate 2
INOVA
Oakton, VA
05.2025 - Current
- Managed patient registration processes, ensuring accurate data entry and compliance with healthcare regulations.
- Demonstrated adaptability by readily adjusting to new software systems, policies, or procedures as required for organizational success.
- Coordinated insurance verification procedures to facilitate timely patient access to necessary services.
- Streamlined appointment scheduling workflow, enhancing operational efficiency and reducing patient wait times.
- Trained new staff on patient access protocols and software systems, promoting best practices in customer service.
- Served on the Fun Committee, working collaboratively to organize office events, foster team engagement, and celebrate employee birthdays and special occasions.
- Monitored incoming faxes and ensured they were routed and assigned to the appropriate departments or individuals for timely follow-up.
Psychiatry Operations Assistant
DIVERSUS HEALTH
Colorado Springs, CO
10.2021 - Current
- Greets all visitors while making them feel welcome, whether in person or telephonically, and notifies staff of client arrival and directs visitors to appropriate location.
- Is responsible for navigating the treatment/services needs of the caller or patient and assists with setting appointments, rescheduling and or referring them to internal or external resources and professionals; completing enrollment as needed for clients to receive services.
- Seeks and maintains efficiencies for Diversus Health's patients access processes.
- Develops and maintains strong internal/external working relationships and communication.
- Attends and competes all required job-specific trainings and meetings as designated.
- Supports clinic workflow by rooming patients and completing all needed documentation.
- Prepares patient rooms using infection control practices.
- Facilitates tele psych care to include navigation and preliminary troubleshooting of technology involved.
- Updates patient information accurately and timely in electronic health record.
- Sends and follows up on patient referrals (internal) and communicates with MA for lab order requests.
- Assists in completing all incoming paperwork/forms using patient information from EHR. Forward to appropriate provider anytime a medical or clinical decision must be made.
- Assures appropriate ROI is completed and CCARS.
- Responsible for navigating the treatment/services needs of the caller or patient and assists with: setting appointments, rescheduling and or referring them to internal or external resources and professionals; completing enrollment as needed for clients to receive services.
Clinical Technician
INOVA FAIR OAKS HOSPITAL
Fairfax, VA
02.2021 - 09.2021
- Direct patient care under the supervision of a registered nurse.
- Communicates and collaborates with care team members to implement the plan of care for patient.
- Responsible for a group of patients up to 10 or more patients at a time.
- Provides excellent bedside manner and pays full attention to patients needs and concerns.
- In charge of taking vital signs every 4 hours, checking blood sugars as needed.
- Assisting patients in and out of bed for bathroom needs, gown changes, etc.
- Responsible for responding to call bells in a timely manner.
- Completed 6 week training course for job position.
- Responsible for completing online module course objectives.
- Delivers an accurate and up to date report for the next technician on the floor.
- Utilizes information to continuously improve patient care and practice to enhance outcomes.
- Occasionally floated to other floors who are in need of extra support.
- Documented and updated patient data on electronic medical charts, maintaining accuracy and confidentiality.
Sales Administrator
UNITED SITE SERVICES INC
Gainesville, VA
01.2019 - 05.2020
- Worked closely with Director of Sales and Area Managers to resolve complex and high profile customer issues while communicating with customer with updates.
- Maintained our Admin Queue email box with processing all requests from Territory Sales Managers and Sales Sector Account Managers in the DC/Maryland, NJ/Pennsylvania, NY Metro and the Carolinas. A minimum of 30+ sales managers.
- Operated several customer CRM software's such as Navision, Servman, Salesforce, and Tower.
- Processed order entry request to meet deadlines for service, delivery, pickups, etc.
- Updated pricing for the account managers and service frequency for job sites.
- Processed Certificate of Insurance requests and vendor forms and packages. As well as funneling all legal requests to our Contracts department that included contracts, purchase orders, change orders, and master agreements.
- Research and validation of credit requests submitted providing accurate credit amounts.
- Processed driver sourced sale leads in Salesforce for monthly commission payout as well as following up with customer to close out sale.
Customer Service Representative
DONS JOHNS INC
Gainesville, VA
01.2017 - 01.2019
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Promptly responded to inquiries from members, staff, and clients via telephone, e-mail and fax.
- Addressed customer service inquiries in a timely and accurate fashion.
- Provided training to several current and new staff members.
- Answered incoming telephone calls in a high volume call center with professional and knowledgeable responses.
- Built customer loyalty by placing follow-up calls for customer who reported issues.
- Enter a high volume of orders to fulfill customer needs.
- Established new customer accounts.
- Updated database and software with customer and sales information.
- Assist customers with billing issues, research and credits when needed.
- Ensure customer prices and billing is correct.
- Update payment methods for customers.
- Worked closely with outside sales account managers to fulfill order and data entry needs.
Education
Clinical Tech Academy
Fairfax, VAHigh School Diploma - undefined
Westfield High School
Chantilly, VA06-2013
Skills
- Team management
- Flexible
- Reliable
- People skills
- Organization
- Critical thinking
- Customer service
- Bilingual (Spanish)
- Data entry proficiency
- Insurance verification
- Multitasking and organization
Accomplishments
Nominated twice for Inova’s PEACH Award in recognition of outstanding patient service, compassion, and commitment to excellence.
Certification
CPR Certified
Languages
Spanish
Native or Bilingual
Timeline
Patient Access Associate 2
INOVA
05.2025 - Current
Psychiatry Operations Assistant
DIVERSUS HEALTH
10.2021 - Current
Clinical Technician
INOVA FAIR OAKS HOSPITAL
02.2021 - 09.2021
Sales Administrator
UNITED SITE SERVICES INC
01.2019 - 05.2020
Customer Service Representative
DONS JOHNS INC
01.2017 - 01.2019
High School Diploma - undefined
Westfield High School
Clinical Tech Academy