Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
AMANDA FIALLO

AMANDA FIALLO

Orlando,FL

Summary

Knowledgeable and dedicated customer service specialist with 8 years of experience in customer care. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

Senior Front Office Assistant

Orlando Health Cancer Institute
Orlando, FL
05.2025 - Current
  • Managed patient scheduling and appointment coordination for oncology services.
  • Assisted patients with intake procedures and medical documentation verification.
  • Handled incoming calls, directing inquiries to appropriate departments efficiently.
  • Managed multiple tasks simultaneously while maintaining accuracy of information provided.
  • Performed administrative support tasks, completing duties within required timeframes.
  • Greeted and assisted visitors, providing exceptional customer service and maintaining a welcoming environment.
  • Coordinated communication between patients, physicians, and departments to streamline workflow and reduce wait times.
  • Managed and monitored electronic work queues to ensure timely processing of patient referrals, authorizations, and scheduling requests.
  • Ensured compliance with HIPAA and hospital policies while handling sensitive patient information.

HIM SPECIALIST II

Complete Health Management Corp
Orlando, FL
11.2022 - 11.2024
  • Analyzed and extracted pertinent medical information from patient records for data entry into the electronic health record system.
  • Conducted quality assurance checks on abstracted data to verify accuracy.
  • Collaborated with physicians, nurses, and other members of the healthcare team to clarify or obtain missing information.
  • Maintained confidentiality of all patient information according to HIPAA guidelines.
  • Developed processes for efficient retrieval and storage of medical records documents.
  • Assisted with development of policies and procedures related to medical record abstraction activities.
  • Identified discrepancies between paper charts and EHR entries during the review process.
  • Performed additional administrative duties as assigned by the management team.
  • Managed release of information requests and identified requestors as patient, relation or provider.
  • Tracked and processed release of information requests.
  • Observed confidentiality and safeguarded all patient-related information.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Processed medical records requests from healthcare entities and patients.
  • Processed audits provided by Datavant, Humana, Optum, Aetna.
  • Assisted with additional work duties and responsibilities.
  • Assisted with projects for the company.
  • While processing audit record requests, verified the patient information and proceeded to copy the records.
  • Worked with the Legal Department, processing attorney medical requests.

HIM SPECIALIST I

Complete Health Management Corp
Orlando, FL
08.2022 - 11.2022
  • Responsible for managing patient health records.
  • Receive and process requests for patient health information.
  • Answer inbound/outbound calls.
  • Ensured medical records are accurate and completed.
  • Maintained confidentiality of all patient information according to HIPAA guidelines.
  • Observed confidentiality and safeguarded all patient-related information.
  • Made sure ROI's were HIPAA compliant before copying and releasing records.
  • Assisted with additional work duties and responsibilities.
  • Assisted with projects for the company.

Front Desk Receptionist/ Chiropractic Assistant

Cor Medical Centers
Kissimmee, FL
02.2022 - 08.2022
  • Maintained files and records.
  • Answered multi-line phone.
  • Monitored office supplies.
  • Coordinated pick-up and delivery of express mail services.
  • Medical records request and uploading.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Performed electric muscle stimulation, massage and mechanical traction.
  • Taught patients about medications, procedures and care plan instructions.
  • Maintained detailed records of test results by entering data and patient information into the computer.
  • Collaborated with medical and administrative personnel to maintain a patient-focused, engaging and compassionate environment.

Customer Service Specialist

Bugatchi Uomo Apparel
Boca Raton, FL
09.2019 - 09.2021
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Answered average of 40 calls and emails per day, addressing customer inquiries, solving problems and providing product information.
  • Conferred with customers about concerns with products or services to resolve problems and drive.
  • Described and explained details about BUGATCHI clothing options to inform customers and guide purchasing decisions.
  • Educated customers on promotions to enhance sales.

Sales & Operations Administrative Assistant

Carib Sales LLC
OPA LOCKA, FL
05.2018 - 09.2019
  • Returned phone calls and emails in a timely manner.
  • Fostered strong customer relationships by responding promptly, accommodating specific needs and exceeding expectations.
  • Directed clients to appropriate personnel to address concerns, resolved complaints or answered account-related questions.
  • Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.

Receptionist/Administrative Assistant

COR Injury Centers
Fort Lauderdale, FL
01.2017 - 02.2018
  • Checked in and checked out patients.
  • Coordinated daily and weekly schedules and monthly calendars.
  • Spoke with Law Firms and Auto Insurances.
  • Updated patient files, End of Day Reports, as well as End of Month Reports.
  • Organized files, developed spreadsheets, faxed reports and scanned documents.
  • Received and screened a high volume of 40 calls a day; internal and external communications, including email and mail.
  • Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.

Education

High School Diploma -

NORTH PARK HIGH SCHOOL
FL

Skills

  • Bilingual
  • Excellent Customer Service
  • Strong organization skills
  • Interpersonal Skills
  • Result oriented
  • Microsoft Excel certified
  • Microsoft Word expertise
  • Data entry
  • Client Relationship Management
  • Account Management
  • Clerical Support
  • Mission-Oriented
  • CMS Audits
  • ROI
  • Electronic Health Records (EHR)
  • Work queue Management
  • HIPAA compliance

Languages

  • English, Full Professional
  • Spanish, Full Professional

Timeline

Senior Front Office Assistant

Orlando Health Cancer Institute
05.2025 - Current

HIM SPECIALIST II

Complete Health Management Corp
11.2022 - 11.2024

HIM SPECIALIST I

Complete Health Management Corp
08.2022 - 11.2022

Front Desk Receptionist/ Chiropractic Assistant

Cor Medical Centers
02.2022 - 08.2022

Customer Service Specialist

Bugatchi Uomo Apparel
09.2019 - 09.2021

Sales & Operations Administrative Assistant

Carib Sales LLC
05.2018 - 09.2019

Receptionist/Administrative Assistant

COR Injury Centers
01.2017 - 02.2018

High School Diploma -

NORTH PARK HIGH SCHOOL

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