Patient Access Representative


MELODY GONZALES
29629 Mountain Oak Ct Apt 47, Hayward CA 94544
Cell: 510-574-6208
Melody.gonzales@hotmail.com


Professional Summary
Results-driven Customer Service Professional with self-confidence, integrity, and commitment to customer service excellence. Creative, realistic and proactive problem-solver; Organized and attentive to detail, with demonstrated time management skills. Strong research and analysis skills gained from work place experience.

Skills
Multi-tasking
Critical Thinker
Customer Service
Research/investigation Microsoft Office proficiency
Data management
Accurate and detailed
Problem Solving

Experience

Signifyd
Chargeback and Claims Analyst | Present
Identification of fraudulent claims and chargeback’s

▪ Review transaction information and chargebacks filed with various card brands, processors and gateways.
▪ Process credit card chargebacks and disputes via ticketing system and payment portals.
▪ Research and compile evidence to validate transactions to submit to processors for re-presentment.
▪ Monitor, evaluate and respond to chargeback claims.
▪ Apply risk management policies and procedures to help manage and minimize losses.
▪ Maintain strong working knowledge of card network processing and regulations.
▪ Respond to inquiries from internal and external customers regarding chargeback process, requirements and case status.



Stanford Children’s Health
Clinic Assistant II | 2015- 2016
Served as first point of contact in call center environment for patients, physicians and employees.

▪ Gathered and verified all required customer information for tracking purposes.
▪ Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
▪ Referred unresolved customer grievances to designated departments for further investigation.
▪ Managed high call volume with tact and professionalism.
▪ Maintained strict patient and physician confidentiality.
▪ Resourcefully used intranet and internet to help maintain and update directory phone numbers in excel spreadsheet
▪ Use medical application software i.e. EPIC, Cadence, IDX, EHR

Palo Alto Medical Foundation
Patient Service Representative | 2011- 2015
Executed excellent customer service and communication skills by verifying and collecting appropriate information, and scheduling and registering and recording patient data in an expedient and accurate manner

▪ Resolve patient issues in a clear and straightforward manner
▪ Answered telephone calls promptly and minimized delays that can lead to abandoned calls
▪ Professionally verified appointment times with patients
▪ Entered orders in the EHR system efficiently and without errors
▪ Prepared patient charts, consent forms and questionnaires
▪ Determined prior authorizations for outpatient procedures
▪ Researched questions and concerns from providers / patients and provided detail responses
▪ Balance cash sheet and cash drawer, daily deposits and prepare monthly deposit summary
▪ Registers new patients and update insurance / demographic information
▪ Schedules patient appointments i.e. sleep studies, consultations, and follow-ups
▪ Respond to request from patients, family members, physicians, staff and outside vendors
▪ Provide accurate forms and waivers, and signature
▪ Use medical application software i.e. EPIC, Cadence, IDX, EHR
▪ Manage work queues and schedule templates
▪ Maintained strict patient confidentiality

Sutter East Bay Medical Foundation
Call Center Scheduler | 2009-2011
Provided non clinical clerical support for clinical staff, physicians and management. Handled patient scheduling for approximately 30 physicians in Internal Medicine, Family Medicine, and Specialty Dept

▪ Treated all patients and their families, peers and staff in a pleasant and courteous manner
▪ Adeptly managed high call volume multi-line phone system inbound and outbound
▪ Assisted in maintenance of medical charts / electronic records
▪ Professionally verified appointment times with patients
▪ Accurately documented, researched and resolved patient issues and concerns
▪ Mastery of customer service management systems (EHR) and databases
▪ Maintained strict patient confidentiality

Washington Mutual
Debit Dispute Representative | 2008-2009
Identification of fraudulent transactions, Fraud and Dispute case analysis

▪ Gathered , Interviewed and verified all required customer information for tracking purposes
▪ Answered telephone inquiries on chargeback claims
▪ Created new dispute and fraud claims on Washington Mutual banking system
▪ Verified provisional credits and merchant credits posted on customer’s accounts
▪ Processed chargeback for fraud (lost/ stolen, counterfeit, skimming)
▪ Processed chargeback for dispute, (Services not rendered, duplicate charge)
▪ Assisted with processing policy write off
▪ Assisted in reversing provisional credits
▪ Followed MasterCard chargeback regulations
▪ Analyzed and researched chargebacks


Wachovia
Sr. Administrative Assistant | 2005-2008
Provided administrative support to a staff of 72 in the internet group

▪ Supported General manager calendar of meetings and appointments
▪ Maintained and updated various databases
▪ Coordinated events and worked on ad hoc projects
▪ Coordinated domestic travel arrangements, including booking airfare ,hotel and transportation
▪ Oversaw inventory and office supply purchase
▪ Helped distribute employee notices and mail around the office
▪ Organized all new hire, security and temporary paperwork
▪ Organized and attend meetings including compiling all documents , reports ahead of time
▪ Processed employees requests, check requests, expense reports and petty cash

Education
Chabot College – Associate in Science – Computer Software 2008
IT University Learning -Certificate of Completion -CompTIA: Security 2016
Walden University – Bachelor in Science – Computer Information Security Current

Awards and Acknowledgements
▪ Recognized with Star Award for excellent customer service, and for ability to handle complex merging, collating and duplication of documents under time pressure
▪ Served as Project Coordinator for project to pilot new shipment system. Coordinated all meetings and communications for a project team of ~35 members in three time zones
▪ Developed a strong knowledge of hardware and software while keeping up-to-date of new applications that increased efficiently and productivity for management and clients.
  • ID#: 136192
  • Location: Hayward, CA , 94544

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