Melissa Welter
Milwaukee,WI
Summary
Accomplished and Compassionate Case Manager adept at handling high caseloads without sacrificing quality of care. Operates exceptionally well in high-pressure, vulnerable environments. Recommends best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Overview
22
22
years of professional experience
Work History
Case Manager
Advocates 4U
Milwaukee, WI
05.2019 - Current
- Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Developed individualized care plans with input from clients and their families.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Provided crisis intervention support for clients in emergency situations.
- Acted as an advocate for vulnerable populations by advocating for policy changes at the state level.
- Participated in professional development activities related to case management best practices.
- Educated clients about mental health conditions, medications and self-care techniques.
- Provided referrals to appropriate health care providers or other community resources.
- Counseled clients on available resources within the community that could help meet their needs.
Call Center Representative/ Team Lead
Assurant Health
Milwaukee, WI
02.2014 - 08.2016
- Answered customer / provider telephone calls regarding policies, benefits and claims
- Counsel customers on options for services rendered and coverage of all benefits
- Consistently improved customer satisfacton through expert resolution of conflicts, issues and concerns
- Developed a highly empathic client realtionships and earned a reputation for delivering exceptional customer service.
- Developed effective working relationships with team members across multiple departments.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Medical Equipment Representative
EBI Medical Supply
Milwaukee, WI
02.2006 - 07.2012
- Meeting with patients and physcians to demonstrate Spinal and Cervical Fusion Stimulation Pak
- Traveled to patient homes, clinics and followed up with patient to ensure device has been used correctly
- Complete all demographic information, insurance approval and denials
- Performed various duties as assigned.
- Consistently met daily performance goals set by management team members.
- Performed administrative tasks such as filing documents and updating records.
- Established positive relationships with customers through effective communication techniques.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Participated in training sessions designed to improve overall job performance.
Medical Receptionist/ Assistant
Dr. Cully White D.O.
Milwaukee, WI
02.2003 - 11.2006
- Greet and register patients, phone triage, retrieve and update medical records, enter billing, check status of insurance claims
- Obtain pre-authorizations for surgeries and durable medical equipment and verify insurance
- Assist patients to exam rooms and fit post-op patients with lumbar and cervical medical equipment, verify patient prescriptions
- Performed various duties as assigned.
- Provided support to clinical staff during patient visits, including rooming patients, collecting vital signs and documenting chief complaints.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Maintained confidentiality of patient information according to HIPAA regulations.
- Took messages from patients and promptly relayed to appropriate staff.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
Education
Skills
- Highly skilled career professional
- Computer skilled
- Managing heavy daily customer volume
- Telephone triage
- Appointment scheduling
- Patient referral
- Insurance verification
- Proficient in all documentation/record maintenance/paperwork
- Accuracy and patient confidentiality
- Exceptional customer services
- Meeting with patients and physicians
- Demonstrate Spinal and Cervical Fusion Stimulation Pak
- Complete all demographic information, insurance information
- Patient support
- Community Outreach
- Care Coordination
- Referral Coordination
- Regulatory Compliance
- Performance Tracking
- Health History Documentation
- Records Management
- Client Advocacy
- Case Documentation
- Patient Assessments
- Community Resources
- Medical receptionist/assistant
- Greet and register patients
- Retrieve and update medical records
- Enter billing
- Check status of insurance claims
- Obtain pre-authorizations for surgeries and durable medical equipment
- Verify insurance
- Assist patients to exam rooms
- Fit post-op patients with lumbar and cervical medical equipment
- Verify patient prescriptions
- Volunteer work at Independence First for event planning
- Computer recycling program as needed
- Case Management
Phone
414-763-8572, 414-509-3216
Community Service
Independence First, Volunteer/Helper, Volunteer work for event planning, Computer recycling program as needed.
References
References available upon request.
Timeline
Case Manager
Advocates 4U
05.2019 - Current
Call Center Representative/ Team Lead
Assurant Health
02.2014 - 08.2016
Medical Equipment Representative
EBI Medical Supply
02.2006 - 07.2012
Medical Receptionist/ Assistant
Dr. Cully White D.O.
02.2003 - 11.2006