Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Morette

FORT MILL,SC

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

31
31
years of professional experience

Work History

Manager Customer Service and Operations

CSDA
09.2013 - Current
  • Instrumental in assisting with customer paperwork from start to finish.
  • Answered and responded to all incoming calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Delivered prompt service to prioritize customer needs.
  • Maintained a detailed database of over 300 accounts to provide information and handle customer accounts.
  • Developed customer service policies and procedures to meet and exceed expectations.
  • Educated customers about billing, payment processing, and support policies and procedures.
  • Collected, processed, and posted all monthly and yearly charges and payments.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Trained new personnel regarding company operations, policies, and services.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Updated account information to maintain customer records.
  • Promptly responded to inquiries and requests from prospective customers.
  • Demonstrated respect, friendliness, and willingness to help wherever needed.
  • Proven ability to learn quickly and adapt to new situations.
  • Gained strong leadership skills by managing projects from start to finish.
  • Organized and detail-oriented with a strong work ethic.
  • Excellent communication skills, both verbal and written.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and wiping down surfaces.

Physician Services Liaison and Representative

Aetna
06.1998 - 03.2001
  • Served a physician network of over 200 providers.
  • Enhanced provider satisfaction by addressing and resolving inquiries in a timely manner.
  • Strengthened provider networks through regular outreach and relationship building activities.
  • Reduced claim disputes by effectively communicating policy changes and updates to providers.
  • Streamlined processes for provider credentialing, ensuring accurate documentation and faster onboarding.
  • Conducted regular audits of provider records, identifying discrepancies and ensuring accuracy in information.
  • Optimized operational workflows by identifying inefficiencies in current procedures and implementing necessary adjustments for increased productivity.
  • Assisted providers in navigating through various reimbursement processes, resulting in timely payments and reduced financial disputes between parties.
  • Served as a liaison between healthcare organizations and insurance companies to ensure seamless communication regarding claims processing and payment matters.
  • Provided exceptional customer service when working directly with healthcare professionals, establishing a reputation as a trusted resource for assistance.
  • Answered provider inquiries via email, telephone, and written correspondence.
  • Increased provider satisfaction scores by collecting and credentialing demographic updates, investigating claims and inquiries, and overseeing network integrity.
  • Contributed to and enhanced audit processes to maximize quality management standards.
  • Delivered support to medical staff in the completion of patient paperwork.
  • Organized patient records and databases to facilitate information storage and retrieval.
  • Followed document protocols to safeguard the confidentiality of patient records.

Physician Services Front Desk

Saint Barnabas Medical Center
09.1992 - 06.1998
  • Provided service to three physician practices. GYN Oncology, Reproductive Endocrinology, and Maternal Fetal Medicine.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries promptly.
  • Managed high call volume, providing prompt assistance to customers seeking help with their healthcare services.
  • Processed debtor payments and updated accounts to reflect new balances.
  • Coordinated patient referrals with specialists for optimal continuity of care throughout the treatment process.
  • Handled sensitive situations involving distressed patients calmly while demonstrating empathy and professionalism.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Invoiced patients accurately in line with charging guidelines.
  • Processed medical insurance claims and payments.
  • Managed office bookkeeping with insurance billing and patient payments.
  • Organized and maintained patient chart filing system to promote quick data finding for staff.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Helped patients complete necessary medical forms and documentation.
  • Assisted with medical coding and billing tasks.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Verified insurance coverage for patients, minimizing billing errors and reducing financial stress on the practice.
  • Applied effective time management techniques to meet tight deadlines.
  • Proven ability to learn quickly and adapt to new situations.

Education

Associate of Applied Science - Marketing

County College of Morris
Randolph Township, NJ
06.1992

Skills

  • Account Management
  • Documentation Management
  • Financial Management
  • Strategic Planning
  • Forecasting and planning
  • Complaint Handling
  • Customer Communication

Timeline

Manager Customer Service and Operations

CSDA
09.2013 - Current

Physician Services Liaison and Representative

Aetna
06.1998 - 03.2001

Physician Services Front Desk

Saint Barnabas Medical Center
09.1992 - 06.1998

Associate of Applied Science - Marketing

County College of Morris

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Melissa Morette