Melissa Napper
Summary
Driven Customer Service Supervisor offers 7 years of expertise in sales management and office/ health administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
15
15
years of professional experience
Work History
Leasing Coordinator and training mentor
Camden Property Trust
Laurel, MD-Raleigh NC
11.2011 - Current
- Created marketing materials to promote available properties.
- Updated property management software system with all new tenant information.
- Developed relationships with prospective tenants by responding to inquiries in a timely manner.
- Organized events to attract potential tenants to open units or buildings.
- Provided customer service support for tenants regarding issues such as rent payments or maintenance requests.
- Managing essential leasing sales tasks Social Media responsibilities Follow up on community reviews and provided responses and assistance Camden training mentor Assist the Camden Cares Committee with volunteer work for our district for our marketing team.
- Conducted market research to analyze competitive rental rates, amenities, and services.
- Assisted in the preparation of leasing documents such as leases, renewal agreements, addendums and other related paperwork.
- Performed administrative tasks such as filing, data entry, and invoice processing.
- Resolved disputes between landlords and tenants through mediation techniques.
- Provided fundamental support to company President and team of consultants; Facilitate tours of the community
- Event planning Delegate office responsibilities Outreach Marketing Resident Events Retention Programs (i.e., following up with prospective residents and current residents about experiences with Camden Manor Park) Support the Community Manager with posting payments, calling, and posting late rent letters on doors for delinquent accounts
- Collecting delinquent payment Prepare delinquent rent suit lists
- Prepare Financial account statements
Care Coordinator
United Healthcare
Maryland, DC
02.2015 - 12.2017
- Conducted initial assessments and evaluations of patient's needs.
- Provided case management services to ensure the delivery of quality care.
- Monitored and evaluated patient progress, adjusting treatment plans as needed.
- Collaborated with physicians, social workers, and other healthcare providers to provide comprehensive care for patients.
- Assisted in the development of discharge plans for clients transitioning out of care programs.
- Attended meetings with families and other members of the interdisciplinary team to discuss patient progress and plan for future interventions.
- Educated clients on available resources and services within their communities.
- Participated in clinical reviews and audits as required by funding sources or regulatory agencies.
- Provided crisis intervention services when needed.
- Scheduled appointments for clients with appropriate medical specialists.
- Supported clients during hospital admissions and discharges.
- Responded promptly to inquiries from patients regarding their care plans.
- Provided emotional support to patients dealing with difficult health issues.
- Assessed safety risks associated with living environments or activities of daily living.
- Investigated and reported issues relating to patient care and conditions which might hinder patient well-being.
- Explained policies, procedures and services to patients.
- Communicated with patients with compassion while keeping medical information private.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Recruited, hired and trained new medical and facility staff.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Coordinated work activities and scheduling of medical, nursing and physical plant staff.
- Reviewed non-contracted instrumentation for spine surgeries and initiated vendor contract evaluations in conjunction with operations staff and orthopedic spine and neurological spine specialists.
- Updated procedures necessary for compounding, mixing, packaging and labeling medications.
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
Assistant Eyeglass Manager
National Vision – America’s Best
Upper Marlboro, MD
09.2009 - 11.2011
- Managed / coach team members on new hire orientation
- Assist District supervisors with weekly business performance reports and managing the data as needed
- Improved accuracy and efficiency and achieve organizational objective
- Conducted the opening and closing procedures for the store
- Maintained employees work schedule to confirm there were no gaps in the schedule
- Conducted marketing and staff sale meetings to ensure store goals were met
- Responsible for training and coaching my team
- Insurance Authorizations Responsible for ordering all supplies and inventory for the doctors and the store
- Managed the budget sector of the company
- Handled customer service issues and concerns from patients
- Conducted marketing outreach to various companies to support what was needed for the company
- Administrative responsibilities
- Maintained a consistent flow through the store for customers and patients to have top experience
- Worked closely with doctors and district Managers
- Handled insurance authorizations and care plans for patients
- Provided fundamental support to company and team of consultants.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
Education
Skills
- Social Media Marketing
- Property Management
- Lease Agreements
- Resident assistance
- Clear Communication
- Competitive Research
- Multidisciplinary team collaboration
- Insurance Practices
- Strategic Planning
- Goal Setting
- Documentation
- Medical Terminology
- Healthcare operations
- Organizational Skills
- Patient Education
- Case Management
- Project Management
References
Upon Request
Volunteer Experience
- So Others Might Eat (S.O.M.E)-2009
- Wounded Warriors- 2013
- Healing Transitions- 2015
- Highway cleanup- 2015
Timeline
Care Coordinator
United Healthcare
02.2015 - 12.2017
Leasing Coordinator and training mentor
Camden Property Trust
11.2011 - Current
Assistant Eyeglass Manager
National Vision – America’s Best
09.2009 - 11.2011