Amanda Montalbano
Fayetteville
Summary
Dedicated customer service professional with over ten years of experience in diverse industries, specializing in healthcare. Recognized for establishing rapport with clients through a positive demeanor and strong communication skills, driving customer satisfaction and contributing to organizational success. Expertise in quality, speed, and process optimization enhances operational efficiency while streamlining administrative processes in patient access services. Results-oriented with a passion for developing relationships and cultivating partnerships, committed to delivering exceptional service in dynamic environments.
Overview
7
7
years of professional experience
Work History
Patient Access Service Representative
Pinehurst Surgical Clinic P.A.
08.2024 - Current
- Facilitated patient check-in processes, enhancing overall efficiency and reducing wait times.
- Managed insurance verification procedures to ensure accurate patient billing and coverage.
- Utilized electronic health record (EHR) systems for data entry and patient information management.
- Coordinated with clinical staff to streamline patient appointment scheduling and follow-ups.
Patient Service Representative
Pinehurst Medical Clinic
01.2024 - 05.2024
- Receive and process payments for medical services provided.
- Review patient accounts, identify delinquent accounts, and collect overdue payments as needed.
- Address and direct patient complaints or inquiries to the appropriate medical staff member.
- Follow up with patients to make sure their inquiry or complaint has been satisfactorily resolved.
- Perform administrative tasks such as filing paperwork, scanning files, etc.
- Assist patients in filling out consent forms, patient history forms, and payment contract forms as needed.
- Update and verify patient information at every visit.
- Schedule patient appointments and offer reminder calls.
- Attain patients’ addresses, insurance information, contact details, and medical histories.
Prior Authorization Specialist / Pharmacy Help Desk / Member Services / Claims Representative
Dialog Direct / Prime Therapeutics
10.2022 - 01.2024
- Formally trained in four different roles for the company
- Prior Authorization Specialist: Review prior authorization claims for approval or denial.
- Pharmacy Help Desk: Assist pharmacies with processing claims and providing pharmacy overrides.
- Member Services: Help insurance plan members with questions or concerns regarding coverage and benefits.
- Claims Representative: Process claims, verify insurance, and review insurance cases.
- Handled high call volume (45+ calls) daily while assisting members or pharmacies.
- Work with multiple different systems while multi-tasking many different claims at the same time.
Customer Service Representative
Sykes
06.2021 - 04.2022
- Addressed customers courteously using suitable methods and problem-solving skills.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Handled high call volumes while helping customers to find the right product for them.
- Worked on multiple systems for different clients daily.
- Provided exceptional customer service in chat and by phone through strong listening skills.
- Skilled in identifying, solving problems and complaints through strong communication skills.
Barista
Starbucks
09.2020 - 06.2021
- Created a wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Restocked display cases with attractive arrangements to promote specialty food items.
- Set and achieved goals for professional development and advancement through customer service.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Able to handle high stress workload while maintaining a customer friendly attitude and respect toward customers.
Customer Service Representative
ARGO ITC
04.2019 - 03.2020
- Check to ensure that appropriate changes were made to resolve customers’ problems.
- Reach out and respond to customers’ inquiries.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers while paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Regularly exceeded daily sales and product add-on quotas
- Handled high call volume (50+ calls a day)
- Maintained a positive attitude while working in a high call volume center.
Education
Associate Degree - Nursing
Sandhills Community College
Pinehurst, NCHigh school diploma - undefined
Red Springs High School
06.2009
Skills
- Customer Support
- Remote Support
- High Call Volume Management
- Strong Communication Skills
- Medical Coding
- Pharmaceutical and Medical Terminology - Hospital Experience
- Nursing
- Maintenance Requests
- Computer skills
- Microsoft Excel
- Barista Experience
- Strong multi-tasking skills
- Patient confidentiality
Timeline
Patient Access Service Representative
Pinehurst Surgical Clinic P.A.
08.2024 - Current
Patient Service Representative
Pinehurst Medical Clinic
01.2024 - 05.2024
Prior Authorization Specialist / Pharmacy Help Desk / Member Services / Claims Representative
Dialog Direct / Prime Therapeutics
10.2022 - 01.2024
Customer Service Representative
Sykes
06.2021 - 04.2022
Barista
Starbucks
09.2020 - 06.2021
Customer Service Representative
ARGO ITC
04.2019 - 03.2020
High school diploma - undefined
Red Springs High School
Associate Degree - Nursing
Sandhills Community College