Office Assistant Customer Service
Resume:
Melissa Melendez
Camarillo, CA *****
***************@******.***
Dedicated and detail-oriented medical office assistant with 25 years of experience in patient care,
medical billing, and administrative support. Proven track record in managing patient scheduling,
maintaining accurate electronic medical records, and providing exceptional customer service. Skilled
in medical terminology, HIPAA regulations, and inventory control. Proficient in supervising teams. CNA-
Nursing and psychology major with certification in Communications
• Also has 15 years of community volunteer service which included volunteer position on the board of
directors for a local charity.
Work Experience
Medical Office Assistant
County of Ventura Government-Ventura, CA
August 2007 to July 2023
• Managed patient scheduling and appointment coordination, ensuring efficient flow of daily operations
• Assisted physicians with patient examinations by preparing examination rooms, taking vital signs, and
documenting patient symptoms
• Performed administrative tasks such as answering phone calls, responding to inquiries, and managing
correspondence
• Coordinated referrals to specialists and scheduled necessary diagnostic tests for patients
• Verified insurance coverage and processed billing information accurately to facilitate timely
reimbursement
• Provided exceptional customer service by addressing patient concerns or complaints in a professional
manner
• Assisted in training new office staff on administrative procedures and protocols
• Maintained strict confidentiality of patient information in compliance with HIPAA regulations at all times
• Developed strong relationships with pharmaceutical representatives to stay updated on new
medications available for patients'
• Collaborated with insurance companies to verify coverage eligibility prior to appointments or
treatments
• Maintained knowledge of medical terminology to effectively communicate with healthcare professionals
• Updated office policies regarding privacy practices according to changing regulations
• Managed patient billing and payment processing, including insurance claims and collections
Market Research Manager
Reyes Research-Ventura, CA
October 1997 to October 2016
-Supervised Team of 20 marketing research associates in office and field work
- Collaborated, planned, recruited and facilitated focus groups
- Recruited for medical, retail, pharmaceutical,political, real estate and private firms
- Ensured staff recruited appropriate demographical population
- Designed and conducted surveys to identify appropriate population for each trial/client
- 100% satisfaction from clients in respect to participants chosen for each study
- Created and designed each focus group(from decor, food served, moderator selected and staff chosen
to facilitate)to receive optimal discussion and opinions from participants with proven results
Prior Authorization Coordinator/Admitting Rep./PBX Operator
Community Memorial Healthcare-Ventura, CA
July 2006 to August 2007
• Utilized electronic systems or software applications for efficient tracking and management of
authorizations
• Collaborated with internal teams to gather additional information or resolve issues related to
authorization requests
• Generated reports on a regular basis to provide insights into the volume and status of authorization
requests
• Provided training and guidance to new team members on the proper procedures for handling
authorizations
Disease Intervention Specialist/ Marketing Representative/ Claims Processor
Anthem Blue Cross BlueShield-Camarillo, CA
August 1998 to July 2006
• Educated clients on various health insurance plans, coverage options, and policy details to help them
make informed decisions
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and
processing policy changes accurately
• Participated in networking events such as trade shows or conferences to promote company services
and generate leads
• Assisted clients in understanding complex healthcare terminology, benefits summaries, and provider
networks
• Demonstrated expertise in different types of health insurance plans including HMOs (Health
Maintenance Organizations), PPOs (Preferred Provider Organizations), EPOs (Exclusive Provider
Organizations), and POS (Point of Service) plans
• Conducted regular market research to identify potential target segments for new business development
opportunities
• Collaborated with claims department to facilitate smooth claim processing and resolve any issues that
may arise
• Managed a high volume of inbound calls from prospective customers seeking information about health
insurance options
• Adhered to company policies and industry regulations while handling sensitive customer information
with confidentiality
• Participated in ongoing training programs to stay updated on changes in insurance laws/regulations
• Developed and implemented comprehensive health education programs for diverse populations
• Conducted needs assessments to identify specific health education needs within target populations
• Designed and facilitated interactive workshops and training sessions on disease prevention and healthy
lifestyle choices
• Delivered engaging presentations on various health topics to individuals, groups, and communities
• Created culturally sensitive educational materials tailored to the needs of specific communities or
demographics
• Evaluated program effectiveness through data collection, analysis, and participant feedback surveys
• Worked closely with interdisciplinary teams to ensure a holistic approach towards improving community
wellness
• Handled insurance verification process, verifying coverage details and obtaining necessary
authorizations for treatments
• Assisted in marketing efforts by creating promotional materials such as brochures or newsletters for
distribution within the community
Education
B.A. in Communications
Csun - North Hills, CA
January 2014 to January 2015
A.A.S. in Psychology
Ventura College - Ventura, CA
September 2006 to June 2011
Skills
• Medical Office Experience (10+ years)
• Medical Billing And Coding (10+ years)
• Insurance Verification (me 10+ years)
• HIPAA
• Multi-line Phone Systems (10+ years)
• ICD-10 (10+ years)
• Anatomy Knowledge (10+ years)
• CPT Coding (10+ years)
• Sales Experience (10+ years)
• Hospitality Experience
• Restaurant Management
• Cashiering
• Behavioral Health
• Health Coaching
• Training & Development
• Market Research (10+ years)
• Host/Hostess Experience
• Culinary Experience
• Customer Service Representative
• Supervising Experience
Contact this candidate