How did you get started in the industry?

Melissa Perdew: Back in 1994, when our first son was born, I was looking for a Monday through Friday job that didn’t require weekends. I was connected with a case management/UR company that held a contract with a local TPA. I started out as the call director for the unit, then transitioned into an assistant role for the nurses until the contract ended. That early experience opened the door to the path I’ve been on ever since, and I’m grateful for how it all started.

What do you think sets you apart in your field?

MP: What sets me apart in my field from others is my commitment to the triple “A” approach.

• • Accountable – I hold myself accountable. If something goes sideways and expectations aren’t met , I own it. I don’t pass the blame – I make sure it’s corrected quickly and to the client’s satisfaction. At the same time, when things go well, I credit my team. Their dedication is what drives our consistent success and keeps our clients happy.
  • Approachable – I want clients and colleagues to feel comfortable coming to me with questions, ideas and concerns knowing I’ll listen and help. I also try to make sure new people feel welcome enough to talk with me about IMPAXX, the services we provide, and how we can support them. To me, being approachable means building trust and creating connections that make collaboration easy.
  • Accessible – I make myself available because I believe everyone deserves to be listened to and heard when they need it – whether that’s by phone, video or in person. Being accessible builds trust and ensures clients and colleagues know they can count on me.

At the end of the day, strong relationships are built on trust, and trust is built on accountability, approachability, and accessibility.

What is your favorite quote or motto?

MP: “Your customer doesn’t care how much you know until they know how much you care.” — Damon Richards.

What do you think is the most important skill that a successful professional needs to have?

MP: The most important skill for any successful professional isn’t speaking, it’s listening. Not just hearing the words but truly understanding what your clients (and colleagues) are saying. When people feel that you’re genuinely listening, it builds trust and creates space to uncover real pain points and find meaningful solutions.

How long have you been with the company?

MP: I have been working with my team here at IMPAXX since May 2014 just over 11 years and I look forward to many more years here.

How has MSP compliance evolved since you first joined the industry?

MP: In 2009 the MSP world started to evolve. In 2009 the focus was heavy on Section 111 Mandatory reporting. MSP companies were busy building reporting platforms for their clients while the carriers, self-insured and TPAs were scrambling to set up reporting processes.

Conditional payments were rearing their head. Carriers, Self-Insured and TPAs were starting to get conditional payment notices from CMS and trying to understand what to do with them without penalties. This pushed conditional lien resolution into a compliance must-have vs an afterthought. At the same time MSAs really took off. Even though they had been around since early 2000s, adoption exploded because stakeholders finally understood CMS scrutiny wasn’t going away. Since then, CMS has streamlined their processes thru industry opinion soups, and collaboration with MSP groups. After all these years, CMS has finally implemented penalty phases for both Section 111 reporting.

What do you like most about your job?

MP: People. I genuinely enjoy connecting with others- meeting new people, helping clients and working alongside longtime friends. During COVID, I realized just how much I missed those daily interactions. Honestly, I really enjoy the human interaction.

What do you think makes you unique as a team member?

MP: I believe every team member brings something unique, and for me, it’s a combination of passion and experience in the MSP space, along with strong collaboration and empathy. I’m driven by a genuine desire to help, whether that’s supporting clients, resolving complex compliance challenges, or stepping in for teammates when they need help. What sets me apart is that I don’t just focus on the work itself, but on building trust and connections that make the team stronger and more effective together.

What do you like best about IMPAXX’s culture?

MP: What I like best about IMPAXX’s culture is how collaborative and supportive it is. We truly listen to one another, celebrate each other’s wins, and lift each other up. A win for one of us is a wind for all of us. I also really value knowing that my contributions help our team grow stronger, so together we can deliver innovative solutions and proven programs for our clients. That shared commitment makes the work meaningful.