1. Melissa Cook
makress86@yahoo.com ● (336) 880 - 4356
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PROFILE
Melissa Cook is a patient-focused, service-oriented health educator. Over the past 10 years, Melissa
has navigated the ins and outs of the medical care industry and is now a customer service expert,
education representative, and in-person and virtual health care system trainer for employees and
end-users. She prioritizespersonal and professional development so that she may provide the best
service possible. Melissa is seeking an opportunity to continue developing and providing excellent
support in health systems.
SKILLS
 Healthcare training creator, presenter
 Empathetic, informed patient supporter
 Website updater, manager
 Detail-oriented project manager
 Report analyzer, interpreter, deliverer
 Strong communicator across
stakeholders
PROFESSIONAL EXPERIENCE
Fu Associates, Arlington, VA 2014 – 2016
Senior Analyst / Medicare Coverage Database (MCD) & National CoverageDatabase(NCD) Lead
 Created and led monthly webinar providing critical end-user MCD training for 1,200participants
 Managed complete facelift for two websites, including testing, leading testing team, and
providing feedback to development team, resultingin greatly improved and easy-to-use sites
 Collaborated with Local Coverage Back End (LCBE) to receive Web Helpdesk inquiries;
independently managed website traffic reporting via GoogleAnalytics
 Updated CPT/HCPCS codes for MCDdisplay on website, providing clear information for users
CGS Administration (Medicare), High Point, NC 2004
– 2014
Senior Provider Education Representative (2012 – 2014)
 Created and led “New Provider Outreach” Series for CGS Administrators, including 16new
webinars over 2013-2014business year
 Trained internal, external partnerson Medicare policy updates afterevaluating changes for
stakeholder impact
 Studied and gathered data on denial statistics, legislation regulations, billinginformation for
trends in the Medicare process, later used to identify potential provider education opportunities
Telephone Re-openings Senior Customer ServiceRepresentative(2009 – 2012)
 Adjudicated claims based on telephone requests for corrections whilefollowing claim
adjustment protocol fromCGS and the Center for Medicare & Medicaid Services
 Processed claims through the MCS/MCSDT systemin order for claims to follow correct
payment pathways, if necessary

2. M. Cook | P. 2
Written CorrespondenceSenior Customer Service Representative (2006 – 2009)
 Resolved customer problems utilizing provider/Congressional requests via letters and emails
 Educated providers on Medicare policies and procedures, claimfiling instructions/status
information, providingreferences for further development and fasterimprovements
Senior Customer Service Representative (2004 – 2006)
 Exceeded metrics set by the Centers for Medicareand Medicaid Services by an average of 25%
 Provided strong customer service to Medicare recipients and service providersregarding
insurance coverage and billing questions
 Developed trainingmaterials and mentored new employees, leading to several internal
promotions, saving company money and enhancing talent pipeline
PROFESSIONAL TRAININGS
 5010, ICD-10Enterprise Awareness
 Advancing ServiceExpertise
 Business Writing
 CIGNA Healthcare Annual Anti-Fraud
 CGS – HealthCare Anti-Fraud, Security
 Communicating For Results
 Communication Skills for Leadership
 Local Coverage Back End Database
System
 Medicare Coverage Database System
 MCSDT System
 Microsoft Office
EDUCATION
University of North Carolina, Greensboro, December 2010
Bachelor of Arts, Public Health Education