Melissa Mansfield
Lincoln
Summary
Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. .
Overview
24
24
years of professional experience
Work History
Financial Clearance Representative II
Sutter Shared Services
03.2013 - 11.2020
- Enhanced company reputation by providing exceptional customer service and support.
- Received a high volume of inbound calls to register patients.
- Obtained and secured authorizations for inpatient and outpatient surgeries, and procedures for both East Bay and Sacramento Area Region.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Gathered, organized and input information into digital database.
Patient Access Representative
Sutter Health Patient Access and Financial Services
07.2009 - 03.2013
- Performed outbound calls to patients to pre-register for their services. Stayed calm under pressure to and successfully dealt with difficult situations. Secured and obtained authorizations for outpatient surgery.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
- Improved patient satisfaction by efficiently managing registration and intake processes.
Admitting Representative/Business Office Intake/Pharmacy Clerk
Kaiser Permanente Roseville Hospital
03.1997 - 06.2009
- Maintained up-to-date knowledge on insurance policies, ensuring accurate billing for patients and the healthcare facility.
- Contributed to a positive work environment by providing support to fellow admitting representatives as needed.
- Reduced wait times for patients by efficiently managing bed assignments in coordination with nursing staff.
- Provided excellent customer service to patients and their families during the registration process.
- Enhanced patient satisfaction with thorough explanation of admission procedures and answering questions promptly.
- Prioritized workload effectively while handling multiple tasks simultaneously within a fast-paced environment.
- Developed positive relationships with physicians, nurses, and other hospital staff, fostering effective communication across departments.
- Increased efficiency in data entry tasks by consistently maintaining high levels of accuracy and speed.
Education
A.S. Degree - Medical Office Administration
Sierra Community College
Skills
- Authorization Management
- Proficient in PPO and HMO Insurance
- Billing Error Resolution
- Proficient in ICD-10 and CPT Code Usage
- Proficient in Medical Terminology
- Patient Registration Expertise
- Consistently met and exceeded productivity goals
- Train new staff in the position of a Financial Clearance Representative
- Customer support
- Goal-oriented mindset
- Data entry proficiency
Timeline
Financial Clearance Representative II
Sutter Shared Services
03.2013 - 11.2020
Patient Access Representative
Sutter Health Patient Access and Financial Services
07.2009 - 03.2013
Admitting Representative/Business Office Intake/Pharmacy Clerk
Kaiser Permanente Roseville Hospital
03.1997 - 06.2009
A.S. Degree - Medical Office Administration
Sierra Community College
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