Melissa Miller-Russell

Provide dependable customer-facing service while coordinating orders, delivery details, and timely completion. Use app-based records and GPS tools to research route details and resolve delivery issues.

Handle an average of approximately 35 inbound customer calls per day regarding travel services and insurance products. Clarify customer needs, explain available options, maintain records, and follow up to support a positive customer experience.

Communicated professionally with clients and family members, responding to questions and sharing timely updates. Maintained accurate care and progress documentation while following established procedures.

Coordinated high-volume dispatch activity, responding to more than 120 assignments daily while prioritizing accuracy and on-time execution. Communicated with drivers, trucking companies, customers, and management to clarify details and resolve operational questions.

Managed customer relationships, business administration, operational records, and transportation coordination. Maintained required documentation and worked with DOT and local, state, and federal permitting agencies on compliance matters.

Answered patient questions about insurance coverage, copays, deductibles, coinsurance, and payment options. Supported appointment scheduling, insurance verification, check-in/check-out, and provider payment processing.

Explained healthcare benefits, plan options, provider selection, and authorization status in clear, customer-friendly language. Researched complex concerns across multiple databases and partnered with support resources to resolve issues.

Responded to telephone inquiries about billing statements, account status, and service availability. Reviewed customer account details, explained findings, and resolved insurance-service questions while avoiding unnecessary escalation.

Investigated claims reports and supporting documents, reviewed records for accuracy, and handled confidential information under HIPAA guidelines. Used medical database and coding resources to research documentation and identify possible coding errors.

Answered and processed medical service requests and telephone inquiries from internal and external customers. Explained programs, policies, procedures, and patient billing information clearly while protecting confidential records.

Earned a Bachelor's degree in Banking and Finance from Florida Gulf Coast University from 1992 to 1996.