Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Molly Travis

Denison,TX

Summary

Dedicated Resolution Specialist with an Associate in Applied Science degree. Compassionate and hard-working approach to customer and patient care service. Skilled in multitasking and interpersonal communication, adding value to any organization in need of exceptional customer service professionals. Committed to maintaining high levels of client satisfaction and contributing to overall company success. Known for being articulate, enthusiastic, and results-oriented in all endeavors.

Overview

15
15
years of professional experience

Work History

Resolution Specialist

Optum, UnitedHealth Group
02.2024 - 08.2025
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
  • Worked as a vendor for hospitals in Virginia, New York, and Maine - helping patients obtain state and federal benefits (Medicaid, SSI, SSDI, Long-Term Care, etc.), as well as billing out their services and assigning pre-certification once approved.
  • Maintained a 600+ patient caseload.
  • Communicated and served as an authorized representative for patients with SSA, DSS, DDS, DHHS, etc. to make sure their applications were processed and verifications were submitted timely, as well as obtain medical records and confirm current treating sources and conditions.
  • Assisted with appeals and reconsiderations with the state and federal benefit applications.

Medical Office Specialist

Cernero Surgery & Aesthetics
09.2018 - 02.2024
  • Established strong work network by building professional relationships with physicians and fellow employees.
  • Provided patients with treatment information and ensured comprehension.
  • Communicated with patients with compassion while keeping medical information private.
  • Addressed, documented, and responded to incoming and outgoing calls and correspondence.
  • Created and maintained accurate and confidential patient charts/files.
  • Updated patient financial information to ensure accuracy.
  • Collected copays, past balances, and surgical/procedure payments.
  • Interviewed patients to collect medical information and insurance details.
  • Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
  • Managed all incoming referrals and setting up new patient consultations.
  • Managed front office activities, including customer service, patient appointment management, billing and collections, and office administration.
  • Contacted other medical facilities to confirm medical histories and prevent inaccurate diagnoses.
  • Maximized office efficiency by answering numerous incoming calls per day to provide office information and transfer calls to desired personal, to schedule appointments and address patient inquiries.
  • Checked vitals (weight, height, and blood pressure) during short-handed clinical days.
  • Managed all incoming electronic faxes and responsible for attaching documents to patient's charts.
  • Managed medical records and responsible for completing medical record requests.
  • Verified that patients had the proper insurance coverage prior to any procedures or appointment scheduling.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
  • Acquired insurance authorizations for procedures and tests ordered by attending physician.
  • Assisted with referrals and prepared medical records for patients.
  • Collected information, verified insurance and collected co-payments for patients as part of check-in process.
  • Submitted diagnosis and procedure codes for insurance companies.

Co-Owner/Manager/Buyer

Bows and Arrows Boutique
10.2017 - 01.2019
  • Communicating with vendors, buying merchandise, marketing products, social media marketing, supervisor of inventory, marketing, advertising, overhead costs, orders, customer accounts, website design, shipping/handling products, and quality customer service.

Receptionist

Belle Vie Hair Salon
07.2012 - 10.2017
  • Front desk clerk work, bookkeeping, scheduling, greeting customers, inventory of products, placing orders, maintaining clean work stations, cleaning tanning beds, etc.

Telecommunicator/Financial Advisor

Toyota Financial Services
07.2011 - 07.2012
  • Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
  • Locate and notify customers of delinquent accounts by mail or telephone.
  • Receive payments and post amounts paid to customer accounts.
  • Advise customers of necessary actions and strategies for debt repayment.
  • Locate and monitor overdue accounts, using computers and a variety of automated systems.
  • Answer customer questions regarding problems with their accounts.
  • Record information about financial status of customers and status of collection efforts.

Cashier/Customer Service Representative

Walmart
08.2010 - 06.2011
  • Promoted to Customer Service Representative Issue receipts, refunds, credits, or change due to customers.
  • Count money and audit money drawers.
  • Assist customers by providing information and resolving their complaints.
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.
  • Answer customers' questions, and provide information on procedures or policies.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Processed returned items in accordance with store policy.

Education

Bachelor of Arts - Liberal Arts And Sciences

Southeastern Oklahoma State University
Durant, OK
12-2025

Associate of Applied Science - Criminal Justice Technology

Grayson College
Denison, TX
12.2020

High School Diploma -

Colbert High School
Colbert, OK
05.2010

Skills

  • Detail oriented
  • Multi-Tasker
  • Data Entry
  • Inbound and Outbound Calling
  • Medical Terminology Knowledge
  • Multi-Task Management
  • Microsoft Office Expertise
  • Customer Relationship Management (CRM)
  • Flexible
  • SimplyWorks Proficiency
  • Customer and Personal Service
  • EMR Systems
  • Insurance Verification
  • Electronic Medical Records
  • Referral Coordination
  • Healthcare Operations
  • Patient Care Coordination
  • Claims Processing
  • HIPAA Compliance
  • PHI
  • Patient Outreach and Follow-Up
  • Conflict resolution skills
  • Microsoft Teams
  • CXOne
  • EPIC
  • PowerChart
  • Excel
  • Document preparation

Accomplishments

  • Colbert High School: President of Vocational Industrial Clubs of America (VICA)
  • Murray State College: President's List (2015), President's List (2016)
  • Grayson County College: Dean's List (2020)
  • Awarded Merit-Based Scholarships
  • Class of 2023 NASA Oklahoma Space Grant Mentorship
  • Provisional Certification for Adult and Pediatric First Aid CPR/AED through the American Red Cross
  • Optum, Inc: BRAVO Award for training OGA (off-shore team members), BRAVO Award for 1-Year Service, 100% QA scores

Timeline

Resolution Specialist

Optum, UnitedHealth Group
02.2024 - 08.2025

Medical Office Specialist

Cernero Surgery & Aesthetics
09.2018 - 02.2024

Co-Owner/Manager/Buyer

Bows and Arrows Boutique
10.2017 - 01.2019

Receptionist

Belle Vie Hair Salon
07.2012 - 10.2017

Telecommunicator/Financial Advisor

Toyota Financial Services
07.2011 - 07.2012

Cashier/Customer Service Representative

Walmart
08.2010 - 06.2011

High School Diploma -

Colbert High School

Bachelor of Arts - Liberal Arts And Sciences

Southeastern Oklahoma State University

Associate of Applied Science - Criminal Justice Technology

Grayson College

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