Melissa Nudson
Mesa,Arizona
Summary
Hardworking Patient Account Representative dedicated to customer service and patient care. Outgoing and flexible team player. Talent for developing creative solutions that satisfy all parties. Experienced Patient Account Representative specializing in medical billing, coding and recordkeeping. Proactive and results-focused professional with 4-year healthcare background. Motivated Patient Account Representative offering4 years of healthcare and customer service experience. Highly effective time management, conflict resolution and communication skills. Detail-oriented Patient Account Representative with extensive knowledge of billing systems, medical terminology and insurance practices. Experienced Patient Account Representative specializing in medical billing, coding and recordkeeping. Proactive and results-focused professional with 4-year healthcare background. Skilled suspended billing adept at collaborating with insurance companies and patients to resolve billing issues. Certified in ICD-9 and ICD-10 coding processes. Successful achieving positive results for claimants. Over 10 years working in 15 office environments.
Overview
11
11
years of professional experience
Work History
Patient Account Specialist
Apria Healthcare
07.2019 - 07.2022
- Responded to patient, family and external payer inquiries.
- Posted payments and processed refunds.
- Worked with outside entities to resolve issues with billing, claims and payments.
- Electronically submitted bills according to compliance guidelines.
- Reconciled statements with patient records.
- Prepared reports detailing billing actions, flags and other key information.
- Utilized computer programs to create invoices, letters and other documents.
- Contacted patients after insurance was calculated to obtain payments.
- Entered client details and notes into system for interdepartmental access and review.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
CSR
CVS Pharmacy
10.2018 - 07.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicated professionally with colleagues, freelancers and clients.
- Promptly responded to inquiries and requests from prospective customers.
Assistant Manager
Follett Higher Education Group
08.2011 - 10.2018
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored security and handled incidents calmly.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
- Achieved recognition for contribution to store success by optimizing sales.
- Increased sales by driving operational efficiencies and building excellent customer rapport.
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Reduced financial discrepancies by monitoring credit card sales and deposits.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.
Education
GED -
Show Low High School
Show Low, AZ05.1993
Skills
- Updating Customer Accounts
- Analytical and Critical Thinking
- Accounts Payable and Accounts Receivable
- Federal Laws
- Electronic and Paper Filing
- Account Monitoring
- Problem Investigations
- Automated Account Review
- Correspondence Sorting and Filing
- AR Aging Reports
- Patient Contact
- Credit Accounts
- Account Resolutions
- Medical Billing
- Diagnostic Codes
- Patient Account Reviews
- Office Organization
- Patient Reimbursements
- Customer Satisfaction
- Patient Identification
- Word Processing
- Paperwork Processing
- Client Correspondence
- Digital Filing
- Damage Claims
- Credit Extension Negotiation
- Persuasive Negotiations
- Managing Delinquent Accounts
- Problem Identification
- Payment Scheduling
- Financial Documentation
- Overdue Balance Detection
- Customer Advising and Referral
Timeline
Patient Account Specialist
Apria Healthcare
07.2019 - 07.2022
CSR
CVS Pharmacy
10.2018 - 07.2019
Assistant Manager
Follett Higher Education Group
08.2011 - 10.2018
GED -
Show Low High School
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