Melody L. Williams- NC
Summary
Highly skilled and experienced professional with a strong background in customer success management and onboarding in the healthcare industry. Proven track record in building and maintaining client relationships, problem-solving, and leveraging technology to optimize customer experiences and outcomes. Successfully managed a portfolio of over 100 clients while leading a key project that increased customer satisfaction by 25% and reduced onboarding time by 30%. Recognized for exceptional interpersonal communication, relationship building, and customer-centric approach, consistently delivering results that drive growth and retention.
Experience
Virtual Dental Concierge
Swiss Monkey, Inc
Jan 2023 - Present
Served as a key member of the front desk team, focusing on delivering excellent customer experiences to new and returning patients, contributing to high customer satisfaction and retention rates.
Acted as the primary point of contact during the patient onboarding process, ensuring a smooth transition and seamless integration of patients into the dental practice.
Effectively managed appointment scheduling and rescheduling, demonstrating strong organizational skills and attention to detail while providing a customer-centric approach to enhance patient experience.
Collaborated with cross-functional teams, including sales and support, to coordinate patient care and address any concerns, ensuring a positive customer experience throughout the entire lifecycle.
Utilized strong interpersonal communication skills to build lasting relationships with patients, fostering trust and loyalty with the dental practice.
Billing Specialist
YOUTH EXTENSIONS INC.
Apr 2022 - Present
Facilitated seamless onboarding of new clients by processing reimbursement requests daily and submitting them to state and private insurances, ensuring timely payments and client satisfaction.
Utilized analytical skills to maintain an organized system for tracking payments, enabling efficient reporting and accurate revenue forecasting to support company budget planning.
Employed effective problem-solving abilities to address and resolve claims and billing issues, collaborating with internal and external stakeholders to deliver optimal customer outcomes.
Demonstrated strong communication and relationship-building skills by conducting bi-weekly and monthly meetings to review revenue, discuss improvement suggestions, and align with customer success objectives.
Continuously updated patient information in dedicated EMR systems, ensuring accurate records and facilitating streamlined client management.
Acted as a proactive liaison between clients and major payers, efficiently translating medical codes for claims submission and processing, contributing to a smooth customer experience.
Monitored and reconciled EOBs and A/R to collect outstanding balances, showcasing a strong understanding of financial processes and a commitment to driving revenue for the company.
Dental Biller/Customer Success Consultant
Zentist
Sep 2021 - Apr 2022
Set up potential client contacts, cultivated relationships, and ensured a smooth onboarding process by addressing dental service needs and identifying additional business opportunities.
Acted as a proactive Customer Success Consultant, working closely with clients to build strong relationships, enhance customer satisfaction, and increase overall engagement.
Leveraged expertise in marketing, sales, and operations to optimize marketing plans and sales strategies, maximizing business development and driving customer success initiatives.
Employed a customer-centric approach to create and improve business pipelines using both cold and warm techniques, enhancing the customer experience and ensuring long-term loyalty.
Cultivated and developed a portfolio of clientele, securing a strong base of loyal business relationships to promote company growth objectives and consistently attain personal KPI goals.
Customer Success Consultant / Dental Biller
eAssist Dental Solutions
Oct 2020 - Apr 2022
Assessed customer issues, researched solutions, and implemented corrective actions to maintain high satisfaction, resulting in 90% customer satisfaction ratings and 80% customer retention rate consistency.
Established relationships with clients by anticipating needs and requirements and identified best offerings to promote positive outcomes.
Worked closely with multi-disciplinary teams in other departments to create offerings meeting the needs of lucrative clients.
Developed and implemented targeted client development strategies to maximize individual account results, working in tandem with clients to cultivate and implement strategic processes, offering vital tools to promote dental success.
Facilitated patient onboarding by effectively communicating with patients about insurance coverage, treatment plans, and payment options, ensuring a seamless and positive experience.
Collaborated with sales and support teams to ensure a smooth customer lifecycle management and product adoption.
Mentee / Customer Success Consultant
Us In Technology
Jan 2022 - Present
Gained valuable insights and practical experience in customer success methodologies, user training, and best practices through a comprehensive mentorship program.
Collaborated with a diverse group of professionals to develop and refine customer success strategies for underrepresented communities in the technology industry.
Led a project to create a streamlined onboarding process for new mentees, resulting in increased engagement, customer feedback, and satisfaction within the program.
Dental Consultant/CEO
Treble Tooth Solutions, LLC
Sep 2021 - Present
Leveraged exceptional customer success skills to manage bookkeeping and accounting systems, ensuring accurate and efficient data entry for a streamlined onboarding experience and improved revenue cycle management operations.
Analyzed delinquent claim reports, identified variances, and conducted thorough research to address and resolve issues, maintaining financial compliance and significantly reducing financial discrepancies.
Prioritized high-volume claims invoice processing and organized patient dental records, ensuring all relevant information was up-to-date and easily accessible for a seamless customer experience.
Proactively identified and capitalized on business development opportunities, implementing effective client acquisition strategies, and solving complex problems to drive both short- and long-term success.
Facilitated and managed business development plans based on market and industry research, capturing new market share by optimizing business strategies and offering a diverse range of support products to cater to client needs.
Utilized strong interpersonal communication skills to establish and maintain key client relationships, ensuring a high level of customer satisfaction and fostering long-term loyalty to the business.
Billing Specialist / Customer Success
Alterman, Dhillon, & Associates-Hybrid
Nov 2019 - Mar 2020 Start of Pandemic
Collaborated with insurance companies to ascertain pertinent information regarding policies and pay benefits for patients; ensuring patients had proper insurance coverage prior to procedures or appointment scheduling for smooth processing.
Streamlined quality assurance efforts by checking documentation for appropriate coding, catching errors and making revisions, updating patient and insurance data, then integrating changes into the healthcare management data management system.
Processed claims forms for various types of dental services and strategically resolved denials and/or other insurance issues.
Actively communicated with patients throughout the onboarding process, providing guidance and support in understanding their benefits and treatment options.
Worked on churn reduction strategies to improve customer retention and satisfaction.
Education
Durham Technical Community College
Associate of Arts and Sciences (A.A.S.), Dental Laboratory Technology/Technician
Licenses & Certifications
Technical Support Fundamental - Coursera (927YSGW8C4TB)
The Bits and Bytes of Computer Networking - Coursera (83FZ376YSEF8)
System Administration and IT Infrastructure Services - Coursera (T3NPVRMWP4PN)
IT Security: Defense Against the Digital Dark Arts – Coursera
Skills
Key Client Relationship Optimization Cross-Functional Team Collaboration Onboarding
Revenue Development Project Management. Account Expansion
Organizational Leadership Upselling and Cross-selling
Customer-centric Approach Success Metrics Client Relationship Management
Voice of the Customer Problem Resolution Improvement Planning/Implementation
Retention Strategies KPI Forecasting/Metric Management Customer Retention
