Melissa Minyard
Orlando,FL
Summary
Dedicated and detail-oriented healthcare and customer service professional with over 19 years of experience in administrative and technical support within high-volume virtual environments. Expertise in managing patient relationships, navigating insurance processes, and handling sensitive documentation while upholding the highest standards of integrity and HIPAA compliance. Recently supporting a Fortune 10 client at Concentrix, leveraging a unique combination of administrative, fraud prevention, and technical support skills. Results-driven achiever consistently exceeding targets and enhancing organizational performance through strategic thinking and hands-on experience.
Overview
21
21
years of professional experience
Work History
Administrative Support / Level 1 Technical Support (Fortune 10 Client)
Concentrix
03.2025 - 12.2025
- Provided administrative support to app developers, including program enrollment review and documentation validation.
- Analyzed patterns in enrollment submissions to identify and report potential fraud or suspicious activity.
- Performed Level 1 technical support using Mac and iPad devices, primarily via email with occasional phone support.
- Approved or declined developer program enrollments based on document accuracy, compliance standards, and verification.
- Communicated with clients to request government-issued IDs and business documentation, ensuring validity and accuracy.
- Collaborated with internal fraud prevention teams to escalate suspicious behavior and mitigate risks.
Patient Care Advocate (Advanced Pulmonary)
Cigna
01.2023 - 01.2024
- Conducted clinical interviews to facilitate accurate placement of specialty medication orders.
- Supported patients with copay assistance applications to improve medication access.
- Maintained full HIPAA compliance while managing sensitive health records and communication.
Retention Specialist
ADT
10.2022 - 03.2023
- Resolved customer issues and retention obstacles, significantly reducing churn rate.
- Managed accounts and provided tailored solutions to maintain customer satisfaction.
Federal Service Advocate
Florida Blue
01.2021 - 01.2022
- Provided guidance to federal employees and retirees regarding healthcare benefits and claims.
- Resolved billing, premium, and enrollment concerns using web-based tools in coordination with Washington, D.C.
- Collaborated with providers to ensure federal compliance.
Pharmacy Service Representative
CVS Health
03.2020 - 08.2020
- Delivered high-quality patient service via inbound/outbound calls, resolving issues with prescriptions and orders.
- Coordinated with pharmacists to ensure timely medication fulfillment.
Vacation Advisor
Disney Vacation Club
Celebration, FL
01.2018 - 01.2020
- Educated members on benefits and helped optimize vacation planning experiences.
- Facilitated bookings and app issue resolution for MyDisney Experience.
Office Manager
Lighthouse Communications
Ohio
01.2005 - 01.2019
- Managed staff of 20, inventory control, billing, and collections.
- Designed educational and promotional materials to enhance engagement.
Vacation Counselor
Vistana Signature Experiences (Marriott Vacations Worldwide)
Orlando, FL
11.2017 - 08.2018
- Assisted guests with vacation planning and booking to ensure satisfaction and adherence to standards.
Sales Trainer
Marriott Vacations Worldwide
Orlando, FL
05.2017 - 11.2017
- Led training for new hires on product knowledge, customer service, and compliance.
Education
B.S. - Data Analytics
Southern New Hampshire University
01.2028
Real Estate
Hondros School of Business
01.2014
Skills
- Customer Support (Phone, Chat, Email)
- HIPAA Compliance & Medical Terminology
- EMR / EHR Systems
- Insurance Verification & Claims Resolution
- Fraud Analysis & Document Verification
- Technical Support (MacOS, iPadOS)
- Salesforce, Zendesk, G-Suite, Slack
- CRM Software & Virtual Contact Centers
- Multitasking, Communication & Empathy
- Microsoft Office, Data Entry, Record-Keeping
- Attention to detail
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Multitasking
- Dependable and responsible
- Critical thinking
- Customer service
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Administrative Support / Level 1 Technical Support (Fortune 10 Client)
Concentrix
03.2025 - 12.2025
Patient Care Advocate (Advanced Pulmonary)
Cigna
01.2023 - 01.2024
Retention Specialist
ADT
10.2022 - 03.2023
Federal Service Advocate
Florida Blue
01.2021 - 01.2022
Pharmacy Service Representative
CVS Health
03.2020 - 08.2020
Vacation Advisor
Disney Vacation Club
01.2018 - 01.2020
Vacation Counselor
Vistana Signature Experiences (Marriott Vacations Worldwide)
11.2017 - 08.2018
Sales Trainer
Marriott Vacations Worldwide
05.2017 - 11.2017
Office Manager
Lighthouse Communications
01.2005 - 01.2019
Real Estate
Hondros School of Business
B.S. - Data Analytics
Southern New Hampshire University
Employment Gap Note
In 2023 and 2024, I temporarily stepped away from the workforce due to a high-risk pregnancy and recovery from a physical injury. I am now fully recovered and actively pursuing long-term career opportunities.