Melissa Gonzalez

Experience

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  Convergys

  Jan 2011 - Jun 2013

  Bilingual Customer Service Representative

  Leveraged experience to provide pre-arrival medical instructions to emergency callers to mitigate the effects of adverse physical conditions. Effectively communicate information and messages to and from emergency sites, law enforcement agencies, and all other individuals or groups requiring notification. Communicated clearly and concisely with a patient by phone and provided timely and accurate information to the patient clearly and concisely, meeting daily and dialer goals. Spearheaded support to all service activities and sales management required to achieve the corporation's strategic goals and revenue objectives.Key Contribution & Accomplishment:• Influenced customer satisfaction score by responding to 150-250 inbound daily calls in a high call volume environment for Onstar Emergency Services.• Enhanced quality outcomes by identifying and resolving customers’ issues and anticipating future needs by explaining/suggesting/providing-additional information that the customer needs. Show less

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  Northland Investment Corporation

  Jun 2013 - Jun 2015

  Leasing Consultant

  Took positive action on all tasks related to renting apartment homes, including generating traffic, responding to telephone and internet inquiries, filing all documents properly, and maintaining accurate records for present and future customers. Assisted residents with personal needs such as accepting rent payments, selecting new lease agreements, and accepting maintenance requests for improvements or fixes in residence. Handpicked to coordinate with the marketing team to place online ads and ensure signage is correctly positioned· Maintain prospect records using proprietary online tools.Key Contribution & Accomplishment:• Effectively organized and arranged one-on-one customer walk-throughs of vacant units, answered questions regarding services and amenities, and provided appropriate disclosures for new tenant screening when required.• Selected based on stellar qualities to interview prospective tenants and record information to ascertain needs andqualifications, touring prospective residents throughout the property, qualifying prospects, and closing the sale by obtaining a rental application and a deposit. Show less

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  Key Benefit

  Oct 2015 - May 2016

  Benefits Specialist

  Organized necessary support services on patient benefits to the provider’s office and answered all questions on coverage of certain procedures. Aided the patient with resources that can help them with their medication costs. Interacted regularly with a diverse customer base, including responding quickly to requests and resolving problems and issues promptly and professionally. Coordinated and managed patient accounts through the company's database and coordinated with the home office regarding medical information and billing to third parties.Key Contribution & Accomplishment:•Excel in communicating directly with the patient when coverage was not accepted and helped the patient by communicating directly with the pharmacy to provide detailed information on the patient’s coverage.• Laid groundwork to review and manage patient accounts to ensure that proper documentation, payments, and necessary letters of authorization were entered correctly. Show less

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  Westdale Asset Management

  Feb 2016 - Oct 2019

  Assistant Property Manager

  Supported and assisted property manager in daily onsite management and operations. Guided and assisted with resident move- ins and move-outs, rent rolls, marketing, social events, and property upkeep. Designated to handle all tenant requests for special work, obtain estimates, provide a proposal, order work, and invoice tenants for such work. Planned, scheduled, and coordinated general maintenance, major repairs, remodeling, or construction projects for commercial or residential properties. Interacted with and oversaw the vendors and established and maintained effective working relationships with onsite support staff. Key Contributions & Accomplishments:• Coordinated and supervised employees, oversaw maintenance repairs, performed property inspections, daily deposits, and monthly rent collections, managed eviction submissions, and assisted law enforcement with eviction proceedings.• Turned around performance in operations, maintenance, administration, and improvement of commercial, industrial, or residential properties. Show less

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  AmerisourceBergen

  Mar 2021 - now

  Collaborate with the client and the assigned support coordinator or nurse to obtain the required documents to enroll the patient in the program successfully. Assigned to conduct a full review of all the patient accounts, maintained a detailed excel report on all the patients, and informed the client with a detailed report on the progress of each patient on a weekly basis. Resolve complex problems by coordinating actions and de-conflicting operations between the client and Amerisourcebergen, resulting in smooth, seamless operations. Kept abreast of the latest technological developments relating to the field of practice.Key Contribution & Accomplishment:• Masterminded and led efforts to track and monitor all new and existing accounts to assure that everything was fine in the process of having the patient start or continue therapy. Show less •Documented and monitored payer trends and reported any reimbursement trends/delays to management team ( billing denials, claim denials, pricing errors, payments, etc.).•Processed any necessary correspondence.•Coordinated with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements.•Maintained confidentiality in regards to all patient sensitive information.•Performed related duties as assigned, which could include well defined services generally performed by other program representatives ( benefit verifications, Patient Assistance Program determinations). Show less

  • ARM Liaison

    Jul 2022 - now

  • Patient Access Specialist

    Mar 2021 - Jul 2022