Melissa Milligan
North Las Vegas,NV
Summary
Flexible Customer Service Representative offering 15 + years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
11
11
years of professional experience
Work History
Call Center Assistant
Planned Parenthood of the Rocky Mountains
07.2022 - Current
- Enhanced patient satisfaction by efficiently addressing and resolving concerns over the phone.
- Streamlined call center operations for increased productivity through effective time management and prioritization of tasks.
- Participate in periodic performance reviews, implementing feedback to continuously enhance knowledge and skills for optimal job performance.
- Participated in regular training sessions to stay up-to-date on new policies and patient services for accurate information dissemination.
- answer a high volume of patient calls
- input patient information accurately and in a timely manner
- Contributed to team success, consistently meeting or exceeding performance metrics in call handling and problem resolution.
Customer Service Representative
San Diego Orthopedic Specialists
11.2017 - 11.2019
- Answered inbound calls and emails
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Upheld privacy and security requirements for patient information.
- Trained new employees on procedures and policies to maximize team performance.
- Fielded patient complaints and queries, fast-tracking them for problem resolution.
- De-escalated problematic patient concerns, maintaining calm, friendly demeanor.
- Exceeded company productivity standards on consistent basis.
Referral Specialist
Dr Mahmood Mahdavi
07.2013 - 05.2016
- Entered confidential patient information and updated electronic records in database.
- Coordinated referral orders for patients
- Assisted patients by answering questions and providing information regarding referrals.
- Communicated with insurance representatives to gather information and verify patient benefits to determine clearance for radiology services.
- Aided clinical team to support administrative needs for clinical referrals.
- Tracked referral request progress and resolved issues to maintain smooth processing.
- Contacted patients to confirm or reschedule appointments to minimize no-show appointments.
- Collected required signatures to initiate referral process.
- Liaised with healthcare facility personnel, insurance representatives, physicians and vendors for smooth communication.
- Obtained PA for services such as diagnostic imaging.
- Managed and obtained insurance authorizations for patient referrals from physicians.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
Education
Medical Assistant - Medical
United Education Institute
06.2004
Skills
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Call Center Operations
- Multitasking and Prioritization
- De-escalation Techniques
- Customer Service
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Adaptive Team Player
Timeline
Call Center Assistant
Planned Parenthood of the Rocky Mountains
07.2022 - Current
Customer Service Representative
San Diego Orthopedic Specialists
11.2017 - 11.2019
Referral Specialist
Dr Mahmood Mahdavi
07.2013 - 05.2016
Medical Assistant - Medical
United Education Institute
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