Melissa Matthews
Bloomington,MN
Summary
Dedicated professional with a track record of compassionate patient care at English Rose Suites and enhanced loan processing efficiency at Wells Fargo. Excels in medical records management and relationship building, achieving high client satisfaction. Known for dependable problem-solving and strong ethics, contributing to team success and client wellness.
Overview
19
19
years of professional experience
Work History
Personal Care Assistant
English Rose Suites
07.2020 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives..
- Built strong relationships with clients to deliver emotional support and companionship.
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Maintained current knowledge of best practices in personal care through ongoing professional development opportunities.
- Assisted patients with self-administered medications.
- Maintained detailed documentation of client progress, sharing updates with family members and healthcare providers as necessary.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Customer Service Representative
LTCG/ KEPRO/ Univita Health
02.2009 - 08.2019
- Answered a large volume of incoming phone calls to assist vendors, providers, and policyholders for precertification requests.
- Developing and maintaining working knowledge of internal policies, procedures and services (both departmental and operational)
- Utilizing automated systems to log and retrieve information. Performing accurate and timely data entry.
- Receiving inquiries from customers or providers by telephone, email, fax, or mail and communicating response within required turnaround times.
- Responding to telephone inquiries and complaints following standard operating procedures.
- Interacting with hospitals, physicians, beneficiaries, or other program recipients.
- Investigating and resolving or reporting customer problems.
- Identifying and escalating difficult situations to the appropriate party.
- Serving as liaison between the Review Supervisors and external providers.
- Meeting or exceeding standards for call volume and service level per department guidelines.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Loan Document Specialist
Wells Fargo
09.2005 - 01.2009
- Contributed to a higher client satisfaction rate by providing timely and accurate information on loan status and requirements.
- Enhanced loan processing efficiency by streamlining document management procedures.
- Elevated accuracy rates within the department through consistent attention to detail when reviewing critical financial documents.
Education
No Degree - Nursing
Normandale, Hennepin Tech, Metro State
MNSkills
- Compassionate patient care
- Medical records management
- Dependable and responsible
- Problem-solving
- Relationship building
- Strong ethics
Timeline
Personal Care Assistant
English Rose Suites
07.2020 - Current
Customer Service Representative
LTCG/ KEPRO/ Univita Health
02.2009 - 08.2019
Loan Document Specialist
Wells Fargo
09.2005 - 01.2009
No Degree - Nursing
Normandale, Hennepin Tech, Metro State
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