Microsoft Office Expertise
Amanda Keyes
Sr. Manager, Intake And Customer Service Operations
Birmingham,AL
Summary
With over 17 years in the healthcare industry, I am a seasoned professional with expertise in managing the intricacies of pediatric respiratory durable medical equipment (DME) sales and patient care. As the Director of Intake and Client Relationship Manager at Medical Resources Inc., I led a team dedicated to ensuring accuracy, quality, and compliance in equipment orders, patient assessments, and documentation, making a direct impact on patient well-being and provider satisfaction
Overview
16
16
years of professional experience
Work History
Sr. Manager, Intake and Qualifications Operations
Medical Resources, Inc
Birmingham, AL
07.2019 - 07.2023
- Directed and supervised the daily operations and workflow processes of the Intake and Customer Service Team, ensuring clear communication and understanding of department goals and objectives across departments resulting in the successful realization of targets
- Designed and implemented a robust digital tracking system for new patient intake requirements, yielding a 25% reduction in processing time and achieving a 99% approval rate for initial prior authorizations
- Instrumental in growing total revenue 391% over 16 years through targeted referral programs and increased operational efficiency.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Enhanced workforce planning through optimized scheduling, ensuring compliance with and SOPs,
and maintaining a 95% on-time service rate. - Orchestrated an order confirmation process that reduced monthly open orders and increased
claim submissions by 38% over 8 month - Demonstrated expertise in navigating complex reimbursement challenges, fostering strong prescriber relationships, and ensuring patient access to essential medical supplies, contributing to both patient satisfaction and organizational profitability
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Order Intake and Customer Service Manager
Medical Resources, Inc
Birmingham, AL
07.2010 - 07.2019
- Restructured the customer service department to create specialized teams for different product lines, resulting in a 40% improvement in issue resolution times and a $100,000 reduction in operational costs
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Managed and motivated employees to be productive and engaged in work.
- Increased efficiency by developing standardized templates for common patient inquiries focused on reducing response time
- Developed and conducted training for new employees in standard operating procedures, insurance verification, equipment qualifications for payor specific guidelines and conflict resolution techniques
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Customer Service and Reimbursement Supervisor
Medical Resources, Inc
Birmingham, AL
01.2008 - 07.2010
- Streamlined re-certification process for established patient accounts by implementing a new
system for tracking missing or incomplete document - Increased resupply orders by 89% within the first year through targeted process improvements and a
customer feedback loop, leading to an impressive 95% satisfaction rate. - Maintained up-to-date knowledge on national healthcare policies affecting reimbursements, advising senior leadership on necessary adjustments or updates to internal processes accordingly.
- Mentored junior team members to develop their skills and knowledge within the field of reimbursement management.
- Negotiated contracts with third-party vendors to secure favorable terms for billing services and other related resources.
- Conducted regular audits of reimbursement activities, identifying areas for improvement and implementing corrective actions as needed.
Referral Coordinator and Customer Service Rep
Medical Resources Inc.
Birmingham, AL
07.2008 - 07.2010
- Observed strict data confidentiality procedures to protect patients' information.
- Maintained detailed and up-to-date knowledge of ICD-10 coding, HCPCS guidelines, and payer reimbursement standards, consistently achieving 100% compliance in internal audits.
- Led patient intake process improvements, resulting in a 95% increase in resupply orders
for durable medical equipment, driving efficient customer service operations - Streamlined patient referral process, leading to more efficient tracking of patient appointments and follow-ups.
- Processed referral requests from patients, doctors and other health care professionals.
Education
Bachelor of Arts - Communication And Information Sciences
The University of Alabama
Tuscaloosa, AL 08.2024 - 12.2024
Skills
Operations Management
Customer Relations & Satisfaction
Performance Management
Project Management
Process & Policy Design Improvement
Insurance Verification & Reimbursement
Medical Billing and Coding
Customer Escalations & Issue Resolution
Team Leadership & Workforce Planning
Problem-Solving & Decision-Making
Technology Knowledge & Proficiency
Reporting management
Affiliations
Partners in Policy Making Graduate 2024
Additional Information
Microsoft Office Expertise
Google Sheets
Google Docs
Electronic Health Records
Patient Advocacy
Verbal and Written Communication
Time Management
Software
Google Sheets
Brightree Software
Adobe Acrobat
Timeline
Bachelor of Arts - Communication And Information Sciences
The University of Alabama
08.2024 - 12.2024
Sr. Manager, Intake and Qualifications Operations
Medical Resources, Inc
07.2019 - 07.2023
Order Intake and Customer Service Manager
Medical Resources, Inc
07.2010 - 07.2019
Referral Coordinator and Customer Service Rep
Medical Resources Inc.
07.2008 - 07.2010
Customer Service and Reimbursement Supervisor
Medical Resources, Inc
01.2008 - 07.2010