Miriam Monroe
Greensboro
Summary
Compassionate and results-driven Customer Service and Healthcare Support Professional with over 10 years of experience providing exceptional service in both clinical and corporate environments. Skilled in patient communication, scheduling, billing, and claims resolution, with a proven ability to balance empathy and efficiency. Recognized for maintaining high satisfaction ratings, ensuring HIPAA compliance, and supporting healthcare operations with professionalism and care.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Services Coordinator
Atrium Health Wake Forest Baptist
03.2021 - 09.2025
- Served as the first point of contact for patients and families, managing registration, scheduling, and insurance verification.
- Resolved patient inquiries and billing discrepancies with empathy.
- Collaborated with nurses and providers to coordinate care and ensure accurate medical record documentation.
Customer Service Supervisor
UnitedHealthcare
06.2016 - 02.2020
- Led a team of 10 representatives supporting members with claims, benefits, and pre-authorization questions.
- Resolved escalated member concerns involving coverage disputes and care coordination with professionalism.
- Conducted compliance training to reinforce HIPAA standards and quality control measures.
Customer Experience Specialist
American Express
09.2014 - 05.2016
- Managed 50+ daily inbound calls, assisting high-value card members with account inquiries, billing issues, and travel benefits.
- Recognized as “Top Performer” three consecutive quarters for customer satisfaction and call resolution rate (98%).
- Collaborate with internal departments to streamline issue escalation.
- Train new hires on communication techniques, system navigation, and compliance protocols.
Education
Associate of Applied Science - Healthcare Administration
Guilford Technical Community College
Jamestown, NC01.2016
Skills
- Patient Relations & Scheduling
- Medical Records & Data Entry (EHR/EMR)
- Insurance Verification & Claims Support
- Customer Service & Call Center Operations
- Conflict Resolution & De-escalation
- HIPAA Compliance
- Microsoft Office Epic Cerner Salesforce Zendesk
Certification
HIPAA Compliance & Privacy Training – 2019
Professional Highlights
- Over 10 years of combined customer service and healthcare experience.
- Proven record of enhancing patient satisfaction and resolving complex issues efficiently.
- Strong background in healthcare administration, insurance processing, and EMR systems.
Timeline
Patient Services Coordinator
Atrium Health Wake Forest Baptist
03.2021 - 09.2025
Customer Service Supervisor
UnitedHealthcare
06.2016 - 02.2020
Customer Experience Specialist
American Express
09.2014 - 05.2016
Associate of Applied Science - Healthcare Administration
Guilford Technical Community College