Amanda D. Grossetete
Albuquerque,NM
Summary
I am an efficient and reliable office assistant with a strong background in customer service, accumulated over a decade of experience in the field. I possess the ability to quickly acquire new skills and adapt to various scenarios and situations. I am highly motivated to progress in my professional career and eager to utilize the knowledge I have gained in a new role.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sr. Office Assistant
City of Albuquerque
Albuquerque, NM
12.2019 - Current
- Currently working in the Insurance and Benefits Division for the City of Albuquerque.
- Greeting employees, retirees and visitors with questions along with entity employees of the City.
- Focused on Insurance and Benefits and answering all general inquiries in person, on the phone and through email at the front desk.
- High level knowledge in the City of Albuquerque's Administrative Instructions.
- High level knowledge in medical, dental, vision, prescription, voluntary life insurance and retirement information for City of Albuquerque employees.
- Review payroll adjustments for any possible errors.
- Receive incoming faxes/emails from our deferred compensation companies to be processed.
- Assist with Open Enrollment and Life Event questions and guide employees through the process via telephone and in person.
- Create job aides to guide employees through processes within the division with ease.
- Receive all incoming mail and send out all mail correspondence.
- Work monthly data entry to assure all entries have been processed correctly.
Patient Scheduler/Registration
Presbyterian Heart Group/PCSC
Albuquerque, NM
02.2017 - 10.2019
- Worked directly in the main Presbyterian facility downtown with the Presbyterian Heart Group.
- Checked in and checked out patients.
- Taking inbound calls, scheduling appointments and taking messages.
- Gained experience in the Epic system.
- Worked referral/order work queues.
- Worked directly in the Presbyterian Call Center, scheduling appointments for the Presbyterian Heart Group and verifying prior authorizations for insurance.
- Receiving inbound calls, checking providers’ schedules to assure that the schedules are as the provider has requested.
- Assisted my lead in gathering data from the Heart and Vascular department and building the process in Support Point.
Customer Service Representative
Lovelace Medical Group Southwest Medical Associates
Albuquerque, NM
04.2014 - 11.2016
- Working in a medical facility with several specialties.
- Worked directly with Podiatry, Pediatrics, Family Medicine, Internal Medicine and Neurology.
- Cancelled and rescheduled appointments.
- Checked in and checked out patients for their appointments.
- Verified and requested prior authorizations.
- Verified insurances.
- Received referrals and maintained the referral queue on a daily basis.
- Worked directly with physicians and called patients to schedule procedures/surgeries.
Customer Service Representative
Human Resources Lockheed Martin
Albuquerque, NM
10.2010 - 10.2012
- Working in the call center subcontracted for the Department of Homeland Security's Citizen TSA Department.
- Excellent communication and listening skills.
- Assisting and guiding applicants in the employment process and applications.
- Maintain familiarity with government agency Systems, current policies, processes, and applications in order to provide responses to inquiries, and usage and feature information, as well as troubleshooting capabilities.
- Increase knowledge base by staying informed of any changes affecting the applicant processing.
- Answer requests using timely, courteous and competent responses to end users’ problems and requests.
Customer Service Professional
Sitel, Inc
Albuquerque, NM
06.2009 - 01.2010
- Customer-focused, with strong in-bound call center experience.
- Keyboarding proficiency, excellent verbal communication skills.
- Able to resolve customer complaints and work with customers in a professional and courteous manner on billing and service questions/concerns.
- Accepted assignments with an open, cooperative, positive and team-oriented attitude.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Reviewed account and service histories to identify trends and resolve issues.
Legal Office Assistant
Mark Jarmie, LLC
02.2008 - 08.2008
- Greeting visitors, handling incoming calls
- Working with opening and maintaining case files, organizing, copying, etc., filing at the courts, and general office work.
Education
High School Diploma -
Rio Grande High School
Albuquerque, NMSkills
- Answering telephones
- Appointment scheduling
- Taking messages
- Distributing mail/messages
- Registration
- Sending faxes
- Filing
- Copies
- Flexible
- Organized
- Excellent interpersonal skills
- Insurance verifications
- Advanced PeopleSoft system knowledge
- Running queries
- Knowledge in the City of Albuquerque’s Administrative Instructions
- Knowledge in PERA information
- Knowledge/experience with Excel
- Knowledge/experience with Microsoft Word
- Knowledge in Deferred Compensation
- Knowledge in COBRA benefits
- Knowledge in HIPAA Compliance
- Completing documents to be sent to entities/employees
- Entering Government Surplus items for auction/salvage
- Working prior authorizations
- Knowledge in the City’s Better Health Program
- Knowledge in PERA retirement information
Certification
- City Operator's Permit (COP)
- City Cash Handling Certificate
- Notary Certification
Timeline
Sr. Office Assistant
City of Albuquerque
12.2019 - Current
Patient Scheduler/Registration
Presbyterian Heart Group/PCSC
02.2017 - 10.2019
Customer Service Representative
Lovelace Medical Group Southwest Medical Associates
04.2014 - 11.2016
Customer Service Representative
Human Resources Lockheed Martin
10.2010 - 10.2012
Customer Service Professional
Sitel, Inc
06.2009 - 01.2010
Legal Office Assistant
Mark Jarmie, LLC
02.2008 - 08.2008
High School Diploma -
Rio Grande High School