Summary
Overview
Work History
Education
Skills
Timeline
Generic

IRMA C. MONTEAGUDO

Valrico,FL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

Correspondence Representative 2

Humana Inc
01.2023 - Current
  • Performs research, analysis, documentation, and interpretation for the Medicaid and Medicare provider reimbursement programs.
  • Makes reimbursement policy and process recommendations and ensures compliance with government regulations.
  • Updates, maintains, and reviews fee scheduling and pricing structures.
  • Ensures contracted rates and reimbursement policies are priced and applied accurately.
  • Performs computations, varied activities and moderately complex administrative/ operational/ customer support assignment.
  • Works on semi-routine assignments.



Digital Web Chat Representative

Humana Inc
12.2016 - 01.2023
  • Handle confrontation appropriately.
  • Addresses customer needs through web chat which may include complex benefit questions, resolving issues, and educating Medicare and Medicaid members.
  • Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance.
  • Escalates unresolved and pending customer inquiries.
  • Works under limited guidance due to previous
    experience/breadth, depth and knowledge of administrative process and organizational knowledge.

Agent Retail Sales Operation Support (ARSOS)

Humana Inc
07.2020 - 02.2021
  • Respond to sales agent emails promptly and thoroughly.
  • Works well under pressure
  • Handle confrontation appropriately (use Emotional Intelligence and act proactively).
  • Think and act proactively.
  • Use critical thinking skills / think outside the box.

Inbound Contacts Representative

Humana Inc
11.2015 - 12.2016
  • Addresses customer needs which may include complex benefit questions, resolving issues, and educating Medicare and Medicaid members.
  • Records details of inquiries, comments, or complaints,
    transactions or interactions, and takes action in accordance.
  • Escalates unresolved and pending customer grievances.
  • Works within defined parameters to identify work
    expectations and quality standards, has some latitude over prioritization/timing, and works under minimal direction.

Education

Certification, Medical Billing -

Cambridge Institute
Rio Piedras, PR
12.2014

Skills

  • Excellent Inbound and Digital Customer Service
  • Active listening skills
  • Fluent in two languages - English and Spanish
  • Seasoned in conflict resolution
  • Energetic work attitude
  • Strong planning and organization skills
  • Strong ability to multi-task in a quick paced environment
  • Adaptive team player

Timeline

Correspondence Representative 2

Humana Inc
01.2023 - Current

Agent Retail Sales Operation Support (ARSOS)

Humana Inc
07.2020 - 02.2021

Digital Web Chat Representative

Humana Inc
12.2016 - 01.2023

Inbound Contacts Representative

Humana Inc
11.2015 - 12.2016

Certification, Medical Billing -

Cambridge Institute

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IRMA C. MONTEAGUDO