Melissa Terrell
Dill City ,NY
Summary
Experienced with handling high call volumes and providing effective customer solutions. Uses strong communication skills to resolve issues efficiently. Track record of maintaining customer satisfaction and working well within team environments.
Customer service professional with extensive background in managing high call volumes and resolving customer issues. Known for reliability and ability to adapt to changing demands while collaborating with team members. Skilled in conflict resolution and maintaining customer satisfaction.
Overview
2
2
years of professional experience
Work History
Contact Center Specialist
Centerstone
Nashville, TN
03.2024 - Current
- Deliver a respectful, compassionate experience for every caller, working to achieve one‑call resolution whenever possible.
- Support individuals and families by scheduling appointments or connecting them with the most appropriate clinicians and services based on identified needs.
- Complete crisis screening assessments and coordinate with crisis or mobile crisis teams when immediate intervention is required.
- Gather essential demographic information and document all details accurately within the CRM and/or EMR systems.
- Identify each caller’s funding source and perform brief insurance verification.
- Manage and track referrals in Salesforce, including conducting necessary outbound follow‑up calls.
- Achieve or exceed Contact Center KPIs and quality audit performance standards. Maintain strict compliance with all HIPAA and PHI guidelines and protocols
- Communicate effectively and professionally with colleagues, clients, and community partners through written, verbal, and virtual channels across multiple digital platforms
Education
Health Information Technology, Billing, Reimbursement, ICD-9, CPT Coding
Draughon's Junior College
Clarksville, TNHigh School Diploma - undefined
Northeast High School
Clarksville, Tn1994
Skills
- Billing and collection procedures expert
- Patient referrals expert
- HCPCS Coding Guidelines
- Familiar with commercial and private insurance carriers
- Patient chart auditing ability
- Behavioral health billing and collections
- Insurance and collections procedures
- Understands insurance benefits
- Close attention to detail
- Office support (phones, faxing, filing)
- Excellent verbal communication
- ICD-9 CODING
- CPT CODING
- Microsoft Word
- Microsoft Excel
- Resourceful and reliable worker
- Excellent problem solver
Timeline
Contact Center Specialist
Centerstone
03.2024 - Current
Health Information Technology, Billing, Reimbursement, ICD-9, CPT Coding
Draughon's Junior College
High School Diploma - undefined
Northeast High School