April Montoya
Pueblo West,CO
Summary
Top-performing customer service representative with extensive 25 year experience assisting customers through phone, email, in person, and chat support. Committed to balancing company goals while helping all customers find satisfactory solutions. Cash handling experience. Resourceful problem solver who is adept at remaining calm in stressful situations and effectively assisting a variety of customers. Medical Terminology. Can type 55 words per minute. Positive, driven, and self-motivated. Dynamic and reliable. Highly efficient and accurate with strong planning, problem- solving, and communication skills. Great at multitasking, time management, attention to detail, and organization skills.
Overview
27
27
years of professional experience
Work History
Assistant Payments Technician
Pueblo County
12.2023 - Current
- Applies regulations and procedures to determine eligibility for public assistance programs and referrals for human services
- Technicians learn and apply rules and regulations with a moderate degree of independence in the assigned program area of the Department of Human Services
Office Manager
JM Custom Creations
07.2015 - 12.2023
- Manages accounts receivable, accounts payable, invoicing, collections, bank and credit card reconciliations
- General oversight of general liability insurance, Auto Insurance, Worker’s Compensation (audits and renewals)
- Legal – Report, gather and manage critical information for both general liabilities, and auto
- Perform general office functions (phones, mail, filing, scanning, maintain office supplies, general administrative support of field operations and managers, anticipate needs of management)
Customer Service Supervisor
Friday Health Plans
07.2022 - 07.2023
- Top goal achiever that manages inquiries from Insurance members and providers regarding claim status, claim payments, eligibility/enrollment, plan benefits, billing, and referrals according to departmental procedures
- Going above and beyond to assist members and co-workers with questions
- Report consumer complaints/grievances and the resolution of complaints/grievances
- Provide follow-up as necessary
- Participate in departmental rotations for staffing the extended-hour
- Working mail; retrieving and returning voicemails; and managing open call reports
- Participate in ongoing training and departmental staff meetings
- Help handle IT issues in regards to the Member Portal
- Participate in cross training in other departments as needed
- Assist the Billing Department by taking member premium payments
- Participate in second interview process with new Customer Service Rep hires, Staff Support, Escalated Calls, resolving claim denials
Quality Assurance Associate
XEROX
10.2013 - 04.2014
- Company Overview: 3rd party for New Mexico Medicaid
- Conducts audits and reviews/analyzes data and documentation
- Monitoring and evaluating customer service calls, chats, and other interactions between employees and customers
- Responsible for activities involving quality assurance and compliance with applicable regulatory requirements
- Ensures that data and information are sufficiently accurate and reliable
- 3rd party for New Mexico Medicaid
Team Lead/Trainer
Revenue Enterprises
08.2008 - 03.2012
- Trained other associates new and existing
- Balance After Insurance Representative for a 3rd party company
- Worked multiple clients and systems simultaneously
- Posting and managing account payments
- Outbound and Inbound calls to resolve outstanding accounts
- Verified Insurance and sent to insurance companies to be billed if needed
- Reviewed EOBs with patients
- Pulled Medical records
- HIPAA trained
- Contacted Insurance companies for claim status and resolution
Insurance Representative and High Balance Account Representative
Rubin and Raine
06.2007 - 07.2008
- Company Overview: 3rd party for Centura Health
- 3rd party for Centura Health
Customer Service Representative Supervisor/Trainer
Bank of America
07.1999 - 06.2007
Teller
Wells Fargo
03.1998 - 07.1999
Education
High School Diploma -
Front Range High School
Westminster, CO06.1998
Skills
- Experience in Windows Office applications (MS Word, MS Excel, MS Access, MS Power Point, MS Outlook)
- Multiple Medical Systems
Written/Verbal Communication
Extensive Organizational Skills
Troubleshooting
Staff education and training
Customer rapport
Creative problem solving
Money handling abilities
Complaint resolution
Professional telephone demeanor
Multi-line phone talent
Medical terminology knowledge
Administrative support
Recordkeeping strengths
Account management
Office administration
Records management
Team Bonding
Spreadsheet management
Filing and data archiving
Account Reconciliation
Time management
Insurance eligibility
[55] WPM typing speed
Professional and mature
Maintains confidentiality
Data verification
Insurance verification
Timeline
Assistant Payments Technician
Pueblo County
12.2023 - Current
Customer Service Supervisor
Friday Health Plans
07.2022 - 07.2023
Office Manager
JM Custom Creations
07.2015 - 12.2023
Quality Assurance Associate
XEROX
10.2013 - 04.2014
Team Lead/Trainer
Revenue Enterprises
08.2008 - 03.2012
Insurance Representative and High Balance Account Representative
Rubin and Raine
06.2007 - 07.2008
Customer Service Representative Supervisor/Trainer
Bank of America
07.1999 - 06.2007
Teller
Wells Fargo
03.1998 - 07.1999
High School Diploma -
Front Range High School