Angela Bates
Montgomery
Summary
Dynamic professional with extensive experience in claims management and customer service. Proficient in medical records management and HIPAA compliance, I excel in fostering client relationships and enhancing satisfaction. Recognized for training initiatives that improved team performance and streamlined operations, ensuring high-quality service delivery.
Overview
8
8
years of professional experience
Work History
Claims Management / Customer Service Representative
Sedgwick Claims Management Services
Montgomery
09.2023 - 05.2025
- Handled incoming inquiries related to workers’ compensation, disability, and property claims with a strong focus on empathy and compliance.
- Processed new claims, verified information, and updated client records accurately in accordance with company and legal standards.
- Served as a liaison between claimants, healthcare providers, and insurers to ensure smooth resolution of claims.
- Maintained confidentiality of sensitive data and followed HIPAA and data protection guidelines.
- Educated claimants on the claims process, documentation requirements, and next steps, ensuring high levels of customer satisfaction.
Delivery Driver
FedEx
Montgomery
08.2021 - 09.2023
- Provided timely and accurate deliveries while maintaining a high standard of customer service and professionalism.
- Managed route planning, confirmed deliveries, and handled customer inquiries to ensure satisfaction.
- Maintained compliance with all safety protocols and documentation procedures.
- Delivered packages promptly to residential and commercial locations.
Trainer / Customer Service Team Lead
Conduent
Montgomery
07.2019 - 08.2021
- Delivered training for new hires on healthcare-related accounts, including call handling, claims resolution, and systems usage.
- Developed training materials and facilitated sessions on compliance, quality assurance, and customer interaction.
- Conducted one-on-one coaching sessions, tracked performance metrics, and contributed to improved call center efficiency.
Healthcare Customer Service Representative
Continuum Global Solutions
Montgomery
10.2017 - 02.2019
- Handled high-volume inbound and outbound calls from patients, providers, and insurance representatives.
- Assisted customers with benefit verification, claim status updates, and billing concerns.
- Maintained detailed and accurate records of all customer interactions in CRM and EHR systems.
- Ensured adherence to HIPAA and internal privacy policies during every interaction.
Education
Certified Medical Assistant (CMA) -
Fortis College
Montgomery, AL05.2014
Skills
- Microsoft Office Suite
- Data Entry (40 WPM)
- Medical Records Management
- ICD-10, CPT, HCPCS Coding
- EMR Software
- Telephone Etiquette
- CRM Systems
- HIPAA compliance
Timeline
Claims Management / Customer Service Representative
Sedgwick Claims Management Services
09.2023 - 05.2025
Delivery Driver
FedEx
08.2021 - 09.2023
Trainer / Customer Service Team Lead
Conduent
07.2019 - 08.2021
Healthcare Customer Service Representative
Continuum Global Solutions
10.2017 - 02.2019
Certified Medical Assistant (CMA) -
Fortis College
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