Amanda Tecza
Pittsburgh,Pa
Summary
Experienced in managing member inquiries and delivering effective, accurate support solutions. Strong communicator with a proven ability to resolve concerns promptly while maintaining professionalism and clarity. Known for exceptional problem-solving, adaptability, and consistent performance in fast-paced environments. Recognized for reliability, cross-functional collaboration, and accuracy across multiple systems. Seeking to bring these strengths to the Billing & Eligibility Consultant role at Sun Life.
Overview
7
7
years of professional experience
Work History
Member Support Representative
Sunlife
08.2024 - Current
- Managed inbound customer inquiries across multiple Sun Life products, such as disability, life, accident, hospital, critical illness, and cancer claims
- Assisted clients with claim status updates and guided them through the claims process, ensuring accuracy and timeliness.
- Cross-trained across multiple products, leveraging comprehensive knowledge to educate customers on policy coverage and benefits.
- Researched and resolved inquiries using internal systems, demonstrating problem-solving and analytical skills.
- Delivered exceptional customer service, maintaining professionalism and client satisfaction in all interactions
Consumer Service Concierge
UPMC
09.2023 - 06.2024
- Resolved complex member and patient issues related to billing, eligibility, and demographic accuracy.
- Provided clarification and guidance to internal teams on unique or complex billing scenarios.
- Verified financial, insurance, and demographic data to support accurate eligibility and billing processes.
- Ensured proper documentation and data integrity for all patient records and account updates.
- Used strong analytical judgment to determine when to escalate eligibility-related concerns.
- Supported payment plan creation and ensured accurate posting in accordance with departmental policies.
Customer Service Representative
Medline Industries
11.2021 - 02.2023
- Assisted customers and organizations with medical supply eligibility, order verification, and replacements.
- Tracked claims, shipments, and exceptions, ensuring accuracy and compliance with HIPAA guidelines.
- Provided escalation support for complex order or eligibility-related issues involving facilities and clients.
- Collaborated with cross-functional teams to troubleshoot recurring issues and recommend workflow improvements.
Healthcare Concierge Associate
UPMC
07.2020 - 07.2021
- Managed high volumes of member inquiries regarding insurance, benefits, eligibility, and post-visit needs across 30+ clients
- Handled escalated cases such as FMLA, workers’ compensation, and complex eligibility questions.
- Acted as a resource to patients needing assistance with insurance portal access and benefit navigation.
- Supported continuous workflow improvement by identifying common issues and documenting solutions.
- Served as a key point of contact for after-hours technical and insurance support
Health Unit Coordinator / Liaison
UPMC
05.2019 - 06.2020
- Provided frontline support to patients, families, and clinical staff.
- Registered patients for ambulatory surgeries and provided real-time status updates to families.
- Addressed questions and concerns, directing patients to the correct departments.
- Managed call flow and supported clinical staff with supply ordering and unit coordination
Education
No Degree - Psychology
La Roche College
Pittsburgh, PAHigh School - undefined
Mt Alvernia High School
01.2009
Skills
- Customer Support & Issue Resolution
- Problem Solving & Critical Thinking
- Adaptability & Reliability
- Data Entry & Information Analysis
- Quality Assurance & Accuracy
- Professional, Empathetic Communication
- Team Collaboration & Workflow Coordination
- Strong Computer & Multi-System Navigation
- Call Center Experience & Documentation
Accomplishments
Mentor for New Hires, Sun Life Financial- (March, June, August, October/ 2025)
Employee of the Month, Sun Life Financial – (February /2025)
Employee Spotlight, Sun Life Financial – (August/2025)
Timeline
Member Support Representative
Sunlife
08.2024 - Current
Consumer Service Concierge
UPMC
09.2023 - 06.2024
Customer Service Representative
Medline Industries
11.2021 - 02.2023
Healthcare Concierge Associate
UPMC
07.2020 - 07.2021
Health Unit Coordinator / Liaison
UPMC
05.2019 - 06.2020
High School - undefined
Mt Alvernia High School
No Degree - Psychology
La Roche College
AWARDS and RECOGNITION
Employee of the Month, Sun Life Financial – [2025-02], Employee Spotlight, Sun Life Financial – [2025-08]