Melissa Gonzalez

- Lead daily operations and proactively resolve challenges to minimize downtime, ensuring seamless patient access and service delivery.
- Analyze and document payer trends, providing insights on reimbursement patterns and identifying areas for improvement in billing and claims processes.
- Cultivate strong relationships with internal and external service providers, ensuring adherence to program policies and service level agreements.
- Maintain the highest standards of confidentiality regarding patient-sensitive information, ensuring compliance with privacy regulations.
- Communicate effectively within the department to ensure alignment on policies and report regional issues, identifying opportunities for operational enhancements.
- Undertake additional responsibilities, including benefit verifications and Patient Assistance Program determinations, demonstrating flexibility and commitment to team success.

- Drove tenant occupancy rates by facilitating engaging property viewings and enhancing the overall leasing experience.
- Established a proactive communication system with tenants, swiftly addressing concerns and streamlining rental payment processes.
- Developed and implemented an organized property filing system, significantly improving report tracking and document accessibility.

• Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
• Coordinated move-ins and move-outs, ensuring smooth transitions for both tenants and property management team.

• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
• Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
• Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.

• Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
• Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
• Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
• Conducted thorough market research to stay informed of current trends and competitor offerings.
• Greeted clients, showed apartments, and prepared leases.
• Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.

• Assisted customers with Spanish-language inquiries in a timely and professional manner.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
• Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
• Communicated with management when customer issues escalated and worked to find resolutions.
• Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.