Jennifer Montiel
Dallas,United States
Summary
Dynamic professional with a proven track record at State Farm Insurance, excelling in multitasking and active listening to enhance customer satisfaction and streamline operations. Skilled in insurance verification and call center customer service, I consistently deliver quality results, evidenced by a significant increase in referrals and repeat business. Fluent in Spanish, I adeptly manage diverse client needs, driving operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Care Center Specialist II
State Farm Insurance
Dallas, United States
06.2022 - Current
- Assisted agents in understanding changes to premiums and policy modifications
- De-escalated customer concerns while maintaining a calm and friendly demeanor
- Completing accurate entries to policies
- Maintained consistent metrics to track performance and ensure quality standards
- (OneNote Ambassador) Managed OneNote documentation and presented insights to upper leadership
- Effectively managed multiple chat conversations simultaneously
- Delivered timely, accurate, and personalized responses to customer inquiries, leading to reduced call times
- Employed active listening to identify customer needs and deliver accurate solutions
- Responded to incoming calls and emails, providing frontline support and assistance with service transactions
Patient Service Representative/MA
Wellmed Medical
Forney, United States
01.2020 - 06.2022
- Served as a Patient Service Representative at DFW WellMed Clinics, assisting patients with appointment registration, insurance verification, scheduling follow-up visits, and building patient rapport
- Adhere to HIPAA guidelines to ensure the confidentiality and security of patient information
- Trained new staff on the Clinical Workways system and other office platforms
- Contributed to the clinic's high-quality rating, earning recognition from regional managers
- Managed clinic staff during onboarding to establish a strong foundation for patient care
- Assisted with conflict resolution across multiple clinics
- Confirmed patients' benefits and helped them understand their insurance coverage
- Communicated with insurance companies to ensure accurate billing
- Executed daily administrative tasks to ensure the smooth operation of the medical office
- Provided direct patient care, including recording vital signs, administering medications, assisting with exams and procedures
- Accurately assigned and applied CPT, and ICD-10 codes to patient diagnosis and procedures, ensuring correct billing and compliance with healthcare regulations
Insurance Agent
City Auto Insurance
Dallas, United States
06.2015 - 01.2020
- Managed new business policies and assisted walk-in clients
- Bound insurance policies, including auto, home, renters, commercial, and motorcycle coverage
- Managed multiple insurance carriers to secure the best ratings for customers
- Memorized most carrier guidelines to enhance service delivery
- Analyzed customer data to identify improvement areas and develop strategies to increase sales
- Developed relationships with clients, resulting in an increase in referrals and repeat business
- Handled inbound and outbound phone calls to manage customer policies and provide excellent customer service
- Addressed concerns and questions from policyholders regarding various situations
Education
B.S. - IT
Capella University
Dallas, TX01-2030
Med Assistant -
Concorde Career College
Dallas, TX01.2020
High School -
Skyline High School
Dallas, TX05.2015
Skills
- Proficient in Spanish
- Multitasking
- Learning new skills quickly
- Accountability
- Communication skills
- Quality control
- Insurance verification
- Active listening
- Agility
- Call center customer service
Languagesandskills
- Proficient in reading, writing, and speaking Spanish
- Ability to multitask and learn new skills quickly
- Accountability
- Communication and customer service skills
- Team player
- Underwriting expert
- Insurance verification
- Active listening
Affiliations
- Engagement committee
- Church Bookkeeper
Certification
- Medical Assistant
Timeline
Care Center Specialist II
State Farm Insurance
06.2022 - Current
Patient Service Representative/MA
Wellmed Medical
01.2020 - 06.2022
Insurance Agent
City Auto Insurance
06.2015 - 01.2020
B.S. - IT
Capella University
Med Assistant -
Concorde Career College
High School -
Skyline High School
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