Melissa Roa
Boston,MA
Summary
Extremely organized with strong verbal communication skills, team leadership and self-motivated.
Overview
7
7
years of professional experience
Work History
Patient Assistant
Brookside Community Health Center
06.2018 - Current
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Entered details into computer systems and managed database of information.
- Worked effectively with staff from all departments to coordinate resolutions.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Manage customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
Patient Financial Counselor
Harvard Street Neighborhood Health Center
01.2018 - Current
- Processing and submitting health insurance applications for patients with no documents, and getting th right insurance package for them.
- Responsible for overseeing patient accounts, including charges, payments, coordinating financial arrangements, and collections.
Accountant Assistant
Castillo Business Consultant
01.2022 - 11.2023
- Helped prepare month-end, quarterly and year-end closings.
- Documented business expenses and sales.
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
- Prepared and filed tax forms to meet needs of customers.
- Collected and reported monthly expense variances and explanations.
- Used accounting software to issue tax returns and prepare consolidated reports.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
Customer Service Representative
Harvard Street Neighborhood Health Center
9 2014 - 06.2018
- Assure proper verification of patients insurance to ensure correct billing of services provided.
- Counsel patients and inform them of Health Insurance benefits available to them.
- Assist patients in applying for Mass Health and all health plan options through Health Connector and advocate for clients who can obtain these benefits.
- Interpret as necessary for clients and providers.
- Responsible for registration of new patients and updating existing patient's demographic and insurance information.
- Courteously greet patients and visitors.
- Answer phones, perform warm call transfers, schedule appointments, cover the call center.
- Register patients for their appointments across departments (Dental, Medical, Behavioral Health). Run insurance eligibility for each visit. Update patient demographic information at every visit.
- Assist patients with coverage issues and refer them to financial counseling as needed.
- For eligible patients, inform them of sliding fee scale.
- Conduct outreach campaigns.
- Assist with Dental payment posting as needed.
- Provided elevated customer experience to generate loyal patients.
- Served as main liaison between patient, doctors and nurse team.
- 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.
Education
Business With Accounting Option - Accounting
Bunker Hill Community College
BostonACES Customer Service Training -
Harvard Street Neighborhood Health Center
Harvard Street Neighborhood Health Center2016
Spanish Medical Interpreter - undefined
Roxbury Community College
Roxbury Crossing, MA2015
Basic shift management -
McDonald's Corporation
Boston, MA04.2010
Skills
- Customer Service Representative communicator who consistently exceeds goals and company expectations
- Experienced Manager professional with strong leadership and relationship-building skills
- Microsoft Word, 10 key calculator, Microsoft Excel, excellent communication and organizational skills, proven-solving skills
- Motivated customer service representative with over Fifteen years experience in fast-paced, team-based environment
- Call Center Representative versed in customer support in high call volume environments
- Computer skills and telephone etiquette Excellent communicator with eight years in demanding call center environment as Customer Service Representative
- Bilingual: English/Spanish
- Extremely organized
- Team leadership
- Insurance understanding
- Verbal and written communication
- HIPAA Regulations
Timeline
Accountant Assistant
Castillo Business Consultant
01.2022 - 11.2023
Patient Assistant
Brookside Community Health Center
06.2018 - Current
Patient Financial Counselor
Harvard Street Neighborhood Health Center
01.2018 - Current
Customer Service Representative
Harvard Street Neighborhood Health Center
9 2014 - 06.2018
Business With Accounting Option - Accounting
Bunker Hill Community College
ACES Customer Service Training -
Harvard Street Neighborhood Health Center
Spanish Medical Interpreter - undefined
Roxbury Community College
Basic shift management -
McDonald's Corporation
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