1. Melinda L. Finch
1122 N. Graycroft Ave.
Madison, TN 37115
432-271-8552
mlfinch2015@gmail.com
OBJECTIVE
Experienced healthcare professional seeking a position within a company that will utilize both my educational and
employment experience to promote personal and professional growth that will create opportunities for
advancement within the organization.
SKILLS OVERVIEW
• 5 years Call Center Customer Service
experience
• Over 10 years Healthcare Customer Service
experience
• 4 years Case Management
• 8 years Public Speaking
• Over 10 years Healthcare Insurance
experience
• 2 years Billing Analyst experience
• Critical thinking and application
• Over 10 years Data Entry / Documentation
experience
• 3 years Team Lead experience
• 5 years Coaching, Assessment, and Training
experience
• 3 years Curriculum Implementation
• Microsoft Office products Word, Excel,
Access
• Customer Relations Management System
(CRM)
• Sharepoint
• Lotus notes and Outlook
• Customer Management System (CMS)
• Oracle Database
• CCP2
• Interchange (MMIS)
• Presences
• Quicken
EMPLOYMENT HISTORY
COGNOSANTE, NASHVILLE, TN
QUALITY ANALYST (Promotion) 10/2014 – CURRENT
• Evaluate calls and documents received in reference to State of TN Medicaid programs.
• Review new or modified processes, including documentations and process flow charts, to determine the
accuracy of the process flow.
• Provide peer review of work completed by case analysts Writes documentation to describe process flow
evaluation, coaching needs and suggested corrections.
• Identify differences between established process flows and real time process flow and suggest
modifications to conform to the most efficient process flow.
COGNOSANTE, NASHVILLE, TN
SERVICE COORDINATOR 11/2013 – 10/2014
• Handled complaints, settled disputes and resolved grievances and conflicts
• Monitored and prioritized workloads to ensure timeliness/quality standards are met
• Project Lead for the NON MAGI program

2. • Reviewed regulations and other policy documents from Centers for Medicare & Medicaid Services (CMS)
• Wrote and reviewed documents, such as call scripts, frequently asked questions, and other materials
relating to the Affordable Care Act.
Customer Service Representative, Arriva Medical (contract), Nashville, TN 08/2013 – 10/2013
• Handled high call volume in an outbound call center
• Complied with all rules and regulations of HIPPA and the Center of Medicare and Medicaid
• Maintained quality expectations as established by management.
• Analyzed and researched new and existing federal and state policies
Research Analyst, Emdeon Clearinghouse (contract), Nashville, TN 02/2012 – 06/2012
• Applied triage, research, collaboration, and technical knowledge to resolve transaction and processing
issues.
• Utilized ICD-9, CPT, and HCPC manuals to research billing denials, partial payments, and claim rejections
• Employed written and verbal communications skills
• Utilized knowledge of EDI, 835/837/ANSI 834A, UB-92, AND HCFA-1500’S to assist in the analyst of denied,
rejected or partially paid claims.
• Reviewed regulations and other policy documents from Centers for Medicare & Medicaid Services (CMS).
• Analyzed discrepancies in the eligibility reconciliation process for multiple stakeholders.
Data Analyst, Tennessee State University (contract), Nashville, TN 12/2011 – 02/2012
• Evaluated college credits from Universities other than Tennessee State University and determined the
course’s equivalent to Tennessee State University
• Researched and analyzed course descriptions
• Utilized both written and verbal skills
Research Data Manager, Vanderbilt Medical Center (contract), Nashville, TN 08/2009 – 02/2010
• Interpreted research results and created data reports of research results
• Conducted complex research in electronic applications, paper files and interpersonally to gather data for
preparing reports.
• Tracked employee’s credentialing and training requirements
• Complied with all Institutional review Board policies and regulations while exercising moral and ethical
behavior at all times
• Utilized data mining to identify and analysis patterns in data collected
Team Lead, Humana Inc., Louisville, KY 09/2007 – 03/2009
• Developed and provide weekly and monthly reports on team member’s performance stats
• Managed real time adherence, monitor skills and ACD software to ensure resources are being utilized to
provide optimal service levels

3. • Identified the professional development needs of others and coached and mentored other to improve
their knowledge or skills.
• Served as the subject matter expert on the assigned function
Education / Specialize Training
• Tennessee State University, Master of Social Work, 2014 - current
• Tennessee State University, BS Interdisciplinary Studies, 2011-2013
• Nashville State Community College, AS Psychology, 2010-2011
• Georgia Medical Institute, Medical Insurance Billing / Coding Diploma, 2002-2002
Full-Time Student, Nashville State Community College, Nashville, TN 08/2009 – 05/2011
• Earned AS in Psychology
Full – Time Student, Tennessee State University, Nashville, TN 08/2011 – 05/2013
• Earned BS in Interdisciplinary Studies Sociology and Political Science