Though her role is ‘hidden,’ July Ambassador works hard to ensure patients receive care they deserve

July 7, 2025 -- As a member of the Revenue Cycle Management team at Reid Health, Melissa Payton doesn't typically interact with patients, but whether they know it or not, she's there to advocate on their behalf.

Payton is the Supervisor of Physician Billing and Payor Enrollment, a group that handles insurance claim denials as well as getting care providers new to Reid set up with payors such as private and government insurance. Altogether, Revenue Cycle Management oversees a variety of issues related to how Reid interacts with insurance organizations, patient billing and records, and more.

"Even though my team is not patient-facing, we work very hard to make sure we've done as much as we can to reduce the financial burden on our patients and make sure we do what we can for those in our community to receive the kind of care they deserve," said Reid's Ambassador for the month of July.

"I've learned so much since I've started at Reid, but what sticks out most is the importance of each of our jobs, even the hidden ones. I can't speak enough about all the awesome humans I get the pleasure to work with each day."

Payton joined the Reid team eight years ago when she "was looking for a new challenge and a great place to work."

"I feel like I have a huge family at Reid. I know a lot of people say that but that just proves it's true. I have the most amazing leadership and teammates who support and encourage me every day. I'm very grateful," she said.

Payton's co-workers say she exemplifies the organization's values.

"Melissa is a kind and genuine person. She has the compassionate personality that Reid strives for! She's always available to help with any situation that arises without complaint and always makes people feel comfortable," one person said.

"She's the true definition of an Ambassador," another co-worker said. "Although she doesn't have direct patient interaction, she treats everyone she comes across with the utmost kindness and respect. She's a true team player and has Reid's best interests at heart with everything she does. I'm honored to work with such a dedicated and compassionate person."

"Even though my team is not patient-facing, we work very hard to make sure we've done as much as we can to reduce the financial burden on our patients and make sure we do what we can for those in our community to receive the kind of care they deserve. I've learned so much since I've started at Reid, but what sticks out most is the importance of each of our jobs, even the hidden ones. I can't speak enough about all the awesome humans I get the pleasure to work with each day." -- Melissa Payton, Supervisor of Physician Billing and Payor Enrollment

Originally from Oklahoma City, Payton and her family moved to Eaton, Ohio, when she was 12. She now lives in Richmond with her husband, Ryan, and their two dogs. The couple has two grown daughters, Alisandra and Ryonna.

"I love spending time on my patio in the evenings with my husband and kids when they can," Payton said. "I have a couple of doodle dogs that have my heart and keep me moving.

"Since my kids left home, I found time to garden. I love my roses and so far, have been successful at keeping them alive this time. I enjoy being outside and almost anything that allows me to stay there.

"I find my inspiration each day in my husband, my girls, and my work family. We're amazing as we are, but we always strive to do better and be better, and that's what motivates me."