Customer Service Medical Assistant

Melanie Pegg

Qualifications Summary

*******.****@*****.*** • 980-***-****

• Woodruff, SC, 29388, US

Versatile, resourceful, multi-tasking, performance-driven professional with extensive experience in managing patient schedules, consulting on insurance plans, providing medical assistance, managing office operations, and overseeing/training employees.

Profound history of establishing clinical centers and delivering patient-centric care and superior in-person/remote customer service. Skilled in HR functions while managing full staff hiring lifecycle. Proven success in optimizing customer success touchpoints, responding to customer inquiries, and demonstrating high service/product knowledge. Instrumental in preparing and maintaining customer-facing documentation, offering customized solutions, and formulating robust operational procedures. Adept at conducting training and development programs; building and leading teams to achieve shared goals. Known for fostering long-term relationships with clients and consistently driving customer satisfaction and retention through interpersonal communication. Creative thinker with strong interpersonal, problem-solving, team collaboration, and organizational skills. Proficient in leveraging latest computer applications; demonstrated ability to thrive in remote/hybrid working environment, while effectively managing time and prioritizing work queues.

Areas of Expertise

Administrative Operations Support

Insurance Policies & Procedures

Distant Customer Service

Referral Coordination

Data Entry & Documentation

Surgery/Patient Scheduling

Electronic Medical Record

HIPPA Compliance

Team Leadership & Development

Continuous Process improvement

Computer Applications Utilization

Cross-Functional Collaboration

Professional Experience

Center Well Senior Primary Care, Humana Inc. 2016 – 2022

Scheduling Coordinator

Managed scheduling of patient appointments/visits for diagnostic imaging. Ensured provision of superior customer service and patient care by liaising between varied departments within healthcare settings. Communicated with concerned personnel for diagnostic testing authorization. Maintained EMR (electronic medical record) database updated by entering required data with correct referrals and organized patient/office documentation. Ensured accurate coding, sending, and receiving of all physician orders. Informed patients regarding scheduled appointments via phone and emails while educating about prior needs and SOPs of testing procedures.

Key Accomplishments:

●Exhibited high-level professionalism while prioritizing tasks, supporting customers, and facilitating physicians.

●Leveraged strong expertise in claim adjustment, billing, and coding entry while addressing client queries promptly.

●Played a leading role in establishing and operationalizing four centers across South Carolina market; facilitated design, layout, construction planning, and staffing requirements; oversaw resources/supplies acquisition and allocation; conducted virtual and in-person interviews for hiring healthcare and administrative staff.

Charlotte Gastroenterology and Hepatology, PLLC 2013 – 2016

Procedure Scheduler / Open Access Coordinator

Supported 20 physicians in procedure scheduling and open access coordination. Utilized EPIC and Nextgen systems for recording/documenting patients’ medical history and appointment schedules. Verified patient's insurance coverage and eligibility for all planned procedures, while documenting findings in the record. Steered significant efforts to facilitate patients by arranging necessary payment plans.

Key Accomplishments:

●Increased office productivity, maximized revenues, boosted team efficiency, and drove operational excellence by providing high-end support to front office staff.

●Served as primary point of contact (PPOC) for patient and family education regarding healthcare procedures and processes.

Urology Specialists of the Carolinas PLLC 2005 – 2013

Supervisor

Led overall operations for the front office, such as but not limited to checking in/out, patient pre-registration, insurance entry, and benefits verification prior to surgeries/procedures. Rendered strong insurance policies/packages/procedures knowledge while arranging and documenting payment plans for patients.

Key Accomplishments:

●Established, trained, and managed administrative team to ensure that all outbound referrals, diagnostic tests, and office visits received excellent customer service, interpersonal communication, and accurate documentation.

●Served as a trusted liaison for patients and families and exemplary administrative leader for physicians and nursing staff.

Additional Experience

Supervisor, Metrolina Nephrology Associates, PLLC

Team Lead, Nalle Clinic Family Practice

oCertified Medical Assistant in busy family practice; medications documentation, phone triage, prescriptions calls, referrals completion, and follow-up visits scheduling

Education & Credentials

Kings College, Charlotte, NC

Certified Medical Assistant

Technical Proficiencies

Microsoft Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook EMR EPIC NextGen AllScripts ECW PerfectServe

Contact this candidate