AMY MILLS-MONTES
Houston,US
Summary
I specialize as a dedicated professional in remote/work-at-home patient support services, quality assurance, and customer service. I am committed to delivering exceptional support to patients seeking dependable information about insurance coverage, financial options, and documentation necessities. I excel in recognizing patient/client needs and concerns, enhancing engagement strategies and the quality of service provided. Passionate about assisting patients in accessing the medical support needed, with a focus on detail and a proactive stance, I possess strong relationship-building skills, a diligent work ethic, and a flexible approach. I have a solid history of applying quality policies and procedures, fostering positive relationships, tackling complex issues, delivering remote training to newcomers, and securing customer fidelity. With over 15 years of experience, I excel in creative problem-solving and securing mutually beneficial results through tactful negotiation. My expertise lies in attentive listening, showing empathy, achieving productivity targets, and delivering exceptional customer service with unwavering professionalism.
Overview
12
12
years of professional experience
Work History
Patient Service Support Representative - Remote
Independent Contractor
05.2022 - Current
- Participate in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Provide empathetic support to patients during difficult medical situations, fostering trust and rapport.
- Improve patient's knowledge by providing him/her with informational materials on treatment options and procedures.
- Enhance patient satisfaction by providing exceptional support and addressing concerns promptly.
- Maintain accurate patient records, submit Adverse Events, ensure data confidentiality and HIPAA compliance.
- Implement effective follow-up procedures to monitor patient progress and ensure timely interventions when necessary.
- Verify insurance eligibility and coverage for patients.
- Handle sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust.
- Enter patient demographic and insurance data into electronic medical record system.
- Address patient concerns promptly and professionally, resulting in high levels of customer satisfaction.
- Educate patients about available resources, such as financial assistance programs or support groups, to improve overall wellbeing.
- Build and maintain positive working relationships with patients and staff.
- Speak with patients warmly to allow the patient to feel at ease, to provide a place of trust and provide a welcoming and friendly atmosphere.
WAH Customer Service Specialist
CSC Serviceworks
06.2017 - 03.2023
- Received inbound & made outbound calls, emails, chats, answered questions and concerns, created new customer accounts, processed payments and scheduled various services from both commercial and residential customers about account password reset, status of account, shipments, billing, status of products, repair services, and upgraded return terms and conditions
- Managed high call volume while maintaining a courteous and professional demeanor.
- Provided excellent customer service to both commercial and residential customers to maximize satisfaction and business success
- Kept customers happy by implementing forward-thinking strategies that focused on meeting their needs and resolving their concerns; while adhering to company policies
- Double-checked the accuracy of customer account information and made any necessary updates on the account
- Educated customers about promotions to assist with increasing sales
- Referred customers to the appropriate departments for further assistance when needed
- Handled escalated calls calmly, identified customer complaints about products and/or services, investigated the cause(s), and resolved the issues to both customer & company satisfaction
- Used strong communication and negotiation skills with residential and commercial customers to attain customer satisfaction and, as last resort, offered refund/credit to avoid escalation; keep customer happy
WAH Training & Quality Assurance Manager
AZUMA Leasing
08.2012 - 05.2017
- Was in charge of the day-to-day activities of 40-60 employees in fostering an inspiring environment to maximize employee satisfaction
- Accurately conducted and evaluated various QA tests to determine overall customer service quality in all departments
- Worked with management to provide remote training on improved processes and to help with the creation and upkeep of high-quality remote customer service training
- Provided remote training for all new hires and provided one on one coaching for managers, team leads, and all employees
- Wrote and submitted QA evaluation forms to Team Leads and employees; as well as to management
- Recognized and rewarded employees' outstanding work performance to foster a positive and collaborative customer service culture
- Managed team performance by training, mentoring, disciplining, and motivating employees
- Used coaching tools and techniques to help managers and team members improve their performance
- Was in charge of supervising and motivating employees and management
- Established the standards, practices, and procedures for the quality department.
Education
Some College - Business Administration and Management
University of Houston
Houston, TXSome College - Business Management
Houston Community College - West Loop Campus
Houston, TXSkills
- Customer & Patient-oriented, Empathetic
- HIPAA Compliance
- Patient confidentiality
- Patient Registration
- Exceptional written and verbal communication abilities
- Skilled problem solver
- Outbound Calling
- Patient documentation
- Communicating to Patients and Families
- Conflict Resolution
- Gathering Information from Patients
- Providing Information and Resources
- Building Rapport and Credibility
- Motivated team player
- Personable, Positive and Friendly
- Active listening skills
- Upselling techniques
- Report preparation
- Complaint resolution
- Professional telephone demeanor
- Detail-oriented
Timeline
Patient Service Support Representative - Remote
Independent Contractor
05.2022 - Current
WAH Customer Service Specialist
CSC Serviceworks
06.2017 - 03.2023
WAH Training & Quality Assurance Manager
AZUMA Leasing
08.2012 - 05.2017
Some College - Business Administration and Management
University of Houston
Some College - Business Management
Houston Community College - West Loop Campus