Employee Spotlight:
Melissa Ratcliff

Melissa, tell us about your path to Medispend… where were you before, and what brought you here?

Before joining Medispend, I was working at RLDatix Life Sciences (and before that, iContracts). I got my start at the company working on the Medicaid Managed Services team as a data entry processor, working my way up from part-time to full-time, and taking on more projects as my position changed.

In March of 2025, I transitioned to a new role on the Revenue Management System Customer Support team, which expanded my knowledge of the iContracts application beyond just the Medicaid Payer module and put me in direct contact with many of our customers.

Before Medispend and iContracts, I worked primarily as a freelance Developmental Editor for small independent publishers and authors, offering big picture advice and constructive criticism on major plot points and story elements for fantasy, science fiction, and romance books. I still do this today, but on a much smaller scale as a side project.

How has your role shifted as Medispend has grown and the teams have come together? If at all.

There hasn’t been much of a change in my day-to-day at Medispend, so far. The iContracts Revenue Management Software is still the same, but since the merger, I am collaborating more with the other RMS teams to offer support, share knowledge, and determine new efficiencies.

What keeps you energized and motivated in your work, day to day?

I am constantly learning something new, and each day feels like a puzzle to be solved. You never know what to expect when a new customer support ticket comes in, and I enjoy the challenge that comes from researching problems that don’t have an immediate answer.

Add on the fact that our software is always changing and evolving, and it feels like there is always something to learn.

What originally drew you to the life sciences / healthcare technology / compliance space?

The life sciences, healthcare technology, and compliance space was completely new to me – which immediately made it interesting. I genuinely enjoy learning new things, and understanding the landscape and processes involved immediately presented a new challenge simply because it was an unknown in my mind.

To this day, it is a landscape and sector that is continuing to evolve and grow, not just due to technology, but new regulations and processes, and that ever-evolving aspect adds to the appeal.

What advice would you give someone who wants to grow in this kind of organization?

Don’t be afraid to ask questions. There are a lot of different aspects of not just Medispend – but life sciences and healthcare in general. You’re never going to know everything, but making the effort to expand your horizons and knowledge of applications can – and will – open the door to new opportunities and growth, whether it be personally or professionally.

Seek out new opportunities as well, whether it be collaborating with other teams, or offering to assist in processes that aren’t familiar to you when they arise. Taking the time to ask questions and understand problems from other teams and departments can unlock a new interest or opportunity down the line that you never even knew existed.

What’s a moment from your time at Medispend that you’re especially proud of… a win, a breakthrough, or a tough problem your team solved together?

One of my biggest accomplishments so far personally has been learning and understanding the EDI849 process for Chargebacks, which were completely unfamiliar to me before I started working on the Customer Support team.

Over the past year, I’ve learned a lot about the process – and the way different interfaces work in the iContracts application – but the EDI849 All interface has proved to be a huge challenge since it’s implementation that has required a lot of testing to get right.

Putting together a process to help customers and clients that subscribe to the iContracts Revenue Management Application ensure that they are testing all scenarios utilizing the interface properly has been not only a challenge, but a big win over the past year.

How would your teammates describe your working style in three words?

Detail-oriented. Collaborative. Motivated.

What’s one thing about Medispend’s culture that you think sets it apart from other places you’ve worked?

Medispend is very flexible, yet collaborative. We have many different teams that support different processes and departments, but everyone is willing to come together and support each other – even if it is it in an area that is unfamiliar to them. There’s a strong focus on lifting others up that stands out, that extends outside of the workplace as well.

What’s one thing your teammates might be surprised to learn about you?

I am fluent in Japanese, and double majored in English and Japanese in college with the intention of becoming a translator or localization editor.

Melissa’s Current Favorites

TV Show: Severance (more recent) or The Good Place

Travel Spot: I’m more of a homebody and honestly don’t travel much, but I’ve been enjoying visiting local independent book and game stores recently. My most recent find is The Novel Realm, which is a hybrid book/tabletop/trading card game spot that curates a lot of fun local events and champions local romance authors.

Favorite Quote: “If you do not find yourself a galaxy, it is not so bad to find yourself a star.” – Tamsyn Muir, Gideon the Ninth