Angela Mallette
Adams,TN
Summary
Versatile professional with a background in healthcare and customer service. Excels in problem-solving, ensuring accurate insurance authorization, and delivering exceptional service. Strong interpersonal communication and attention to detail drive effective collaboration and enhance patient care.
Overview
26
26
years of professional experience
Work History
Customer Service Manager
State Farm
Nashville, TN
01.2025 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Oversaw daily operations to maintain efficient service delivery standards.
- Provided exceptional customer service to ensure customer satisfaction.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Drug Authorization Specialist
OneOncology
Nashville, TN
08.2016 - Current
- Worked with nurses and providers to support patients receiving needed cancer and blood disease treatments.
- Tracked authorization timelines to ensure timely patient care delivery.
- Partnered with clinical teams to collect required documentation for approvals.
- Resolved discrepancies in authorization requests through proactive problem-solving.
- Maintained detailed records of authorizations and follow-up actions to support compliance and accountability.
- Researched patient eligibility, coverage information, and benefit levels.
- Monitored authorization status in electronic databases and manual filing systems.
Remits Research Specialist
Advocate Radiology Billing
Clarksville, TN
07.2015 - 06.2016
- - Analyzed insurance payer requirements for electronic medical claim submission to ensure compliance.
- - Validated data across multiple systems to ensure accuracy and resolve discrepancies.
Account Receivables Rep
MARS/AMB
Clarksville, TN
12.2014 - 06.2015
- Reviewed insurance denials, corrected claims, and ensured timely payment.
- Updated patient personal information to ensure accurate account management. This
- Maintained accurate records of accounts receivable transactions and documented customer interactions.
Systems Rep
Zotec/MMP
Clarksville, TN
10.2009 - 12.2014
- Processed demographic and charge files received from hospitals daily.
- Added new insurance, doctors and electronic filing codes for accurate billing.
- As information was received, reviewed for any discrepancies and made corrections as needed.
Customer Service Representative
Convergys
Clarksville, TN
05.2005 - 10.2009
- Supported Convergys across variety of roles in fast-paced, high-pressure environment while resolving disputes and conflicts with professionalism.
- Resolved customer complaints with empathy, helping build loyalty and repeat business.
- Handled escalated calls efficiently, finding workable resolutions for customers and company while reviewing calls and providing feedback to agents for improved customer satisfaction.
- I worked as a quality evaluator during my tenure. I would analyze calls to provide feedback to the agents. This would allow for improvement in our customer satisfaction.
92G Food Service Specialist
US Army
Fort Campbell, KY
04.2000 - 01.2005
- Prepared meals for 50 to 750 soldiers per meal during military service.
- Planned meal schedules and coordinated supply orders.
- Supported soldier training and development activities.
- Provided meal support during ground combat operations in Iraq in 2003 for front-line soldiers.
Education
Medical Billing And Coding Certificate - Medical Billing
High Tech Institute
Nashville, TNSkills
Interpersonal communication
Expectation management
Team collaboration
Reliability and work ethic
- Detail orientation
- HIPAA compliance
- Data entry proficiency
- Prior authorization processing
- Medical terminology expertise
- Insurance verification
- Documentation accuracy
- Telephone etiquette
- Customer service excellence
- Relationship management
- Attention to detail
- Continuous improvement
Timeline
Customer Service Manager
State Farm
01.2025 - Current
Drug Authorization Specialist
OneOncology
08.2016 - Current
Remits Research Specialist
Advocate Radiology Billing
07.2015 - 06.2016
Account Receivables Rep
MARS/AMB
12.2014 - 06.2015
Systems Rep
Zotec/MMP
10.2009 - 12.2014
Customer Service Representative
Convergys
05.2005 - 10.2009
92G Food Service Specialist
US Army
04.2000 - 01.2005
Medical Billing And Coding Certificate - Medical Billing
High Tech Institute