Amanda Gunderman
Chapel Hill,NC
Summary
Caring and courageous independent contractor with an entrepreneurial mindset that promotes creative problem-solving. A 10+ year history in healthcare customer service the lead to developing concierge-style customer service with an outgoing, positive demeanor and proven skills in establishing client rapport. Results-oriented with exemplary passion for developing relationships, all things healthcare with a heavy dose of empathy.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Pet Care Specialist
Self
07.2019 - Current
- Handled various breeds of dogs and cats, understanding their unique needs and behaviors.
- Grew business from 0 to 30 clients by fostering strong relationships with clients leading to referrals and repeat bookings.
- Steered behavioral improvements in problematic pets using positive reinforcement methods.
- Managed scheduling effectively to accommodate multiple appointments while ensuring adequate attention was given to each pet's needs.
- Delivered exceptional service by tailoring care plans to accommodate individual pet requirements.
- Streamlined record-keeping processes for efficient tracking of client appointments, payments, and veterinary documents.
- Conducted intake assessments for new clients, gathering relevant information about each pet's temperament, medical history, and preferences.
- Contributed to client retention by consistently providing outstanding customer service to both clients and pets.
- Monitored animals for signs of disease, illness, or injury and communicated concerns to owners.
Front Office Manager
Whole Health Nutrition Center
05.2014 - 07.2017
- Monitored financial transactions at front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for office staff members to ensure appropriate coverage during peak hours or high-demand periods for upwards of 250 clients.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Enhanced client satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed files and records for clients and adhered to HIPAA guidelines.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved client complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Health Insurance Advocate
Eni
01.2013 - 05.2014
- Enhanced client satisfaction by efficiently addressing and resolving healthcare-related inquiries with concierge-level support.
- Counseled clients during emotionally challenging situations, offering empathy while maintaining professionalism.
- Delivered friendly service and offered expert support in every interaction.
- Managed complex requests with diligence, prioritizing tasks to ensure timely resolution of cases.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Increased first-call resolution rates by carefully listening to customers' needs and providing accurate information based on their inquiries.
- Accurate and efficient data entry to maintain proper documentation within company database.
Health Benefit Expert/Help Desk
BCBSNC
08.2007 - 02.2010
- Interacted with providers & insured via email and phone to clarify and obtain correct & accurate medical records needed as directed by members of the claims team
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Assisted clients in understanding their coverage options, guiding them toward most suitable plans for their needs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Developed strong relationships with clients and healthcare providers through clear communication and empathy during challenging situations.
- Maintained strict confidentiality while handling sensitive personal data complying with HIPAA regulations.
- Streamlined claim processing for faster resolution and increased client satisfaction.
- Managed high call volume while maintaining exceptional customer service standards, leading to positive feedback from clients.
- Educated clients about health insurance coverage options, benefits, and costs.
- Assisted clients with filing and tracking health insurance claims to facilitate swift settlements.
- 1 of 4 members on a feedback team to develop tools, resources, and processes to support highly productive team environments.
Education
Associate of Science -
SUNY Broome Community College
Binghamton, NY08.2013
Skills
- Insurance Verification
- Medical terminology knowledge
- Patient confidentiality
- Healthcare industry understanding
- Data entry proficiency
- Medical billing knowledge
- Multitasking and Organization
- MS Office
- Client Communication
- Problem-Solving
- Innovative Mindset
- HIPAA Compliance
Certification
- Dog CPR and First-aid Certified, UDEMY - 2021
Quote
"Brick walls are there for a reason. The brick walls aren't there to keep us out. The brick walls are there to show us how badly we want things."
Randy Pausch
Timeline
Pet Care Specialist
Self
07.2019 - Current
Front Office Manager
Whole Health Nutrition Center
05.2014 - 07.2017
Health Insurance Advocate
Eni
01.2013 - 05.2014
Health Benefit Expert/Help Desk
BCBSNC
08.2007 - 02.2010
Associate of Science -
SUNY Broome Community College
- Dog CPR and First-aid Certified, UDEMY - 2021
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