Melissa Gonzalez

· Supervise and mentor a team of eight call center agents, ensuring efficiency and high service standards.

· Reduce average call handling time by 40% through data analysis and process improvements.

· Collaborate with teams to resolve complex patient issues and enhance service quality.

· Manage escalated cases, providing solutions and support to both patients and staff.

· Handle complex eligibility issues, ensuring accurate information for patients and providers.

· Demonstrate expertise in call center operations and EMR system, with strong skills in team training and process improvements.

• Oversaw patient eligibility verification processes, including insurance benefit checks, pre-authorizations, and eligibility assessments.
• Led a team of 6 representatives, managing daily operations, providing guidance, and ensuring high customer satisfaction levels.
• Developed and implemented quality assurance measures and training programs, significantly improving team performance and reducing error rates.
• Assisted patients with inquiries, appointment scheduling, and eligibility verification, consistently delivering accurate and timely service.

• Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
• Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
• Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.

• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Checked patient insurance, demographic, and health history to keep information current.
• Helped patients complete necessary medical forms and documentation.
• Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.

• Obtained client medical history, medication information, symptoms, and allergies.
• Performed medical records management, including filing, organizing and scanning documents.
• Documented vital signs and health history for patients in clinic and hospital environments.
• Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.