Miranda Waquie
Albuquerque,NM
Summary
Dedicated customer service professional with strong problem resolution skills. Experienced in coordinating patient appointments and ensuring satisfaction through effective communication and timely assistance.
Overview
11
11
years of professional experience
Work History
Patient Access
Presbyterian Healthcare
Albuquerque, New Mexico
12.2025 - Current
- Verified patient demographics and insurance information, securing copayments to facilitate smooth patient access.
- Ensured insurance eligibility and coverage authorization/pre-certification in accordance with payer protocols.
- Collecting payments (copays, deductibles) and assisting with financial arrangements.
- Adhere to federal and state regulations, including for emergency visits, and CMS guidelines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted customers with requests and inquiries, enhancing overall satisfaction and service experience.
- Maintained updated knowledge through continuing education and advanced training.
Security Officer
Sandia Resort & Casino
Albuquerque, New Mexico
04.2024 - 11.2024
- Monitored premises to ensure safety and security of guests and employees.
- Conducted regular patrols to identify and address potential security risks.
- Responded promptly to emergencies, coordinating with local law enforcement.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Conducted regular security patrols throughout the Casino, Resort area Spa, parking lots, and perimeter areas.
- Verified photo IDs of individuals entering premises to maintain security protocols.
- Monitored entrances and exits to detect unauthorized personnel or prohibited items.
- Coordinated with law enforcement and emergency responders during incidents and emergencies.
PBX
Presbyterian health services
Albuquerque, nm
11.2023 - 02.2024
- Operated multi-switchboard to efficiently manage incoming, outgoing, and internal calls.
- Monitored Code blue, Stemi, firm alarm, Dr. Gerber, and bomb threat alerts, taking swift action to notify necessary personnel and document responses, ensuring timely communication during critical situations.
- Executed daily operational tasks promptly, contributing to smooth workflow.
- Assisted with customer requests and answered questions to improve satisfaction.
Customer Service Representative
Presbyterian
Albuquerque, New Mexico
07.2019 - 08.2022
- Assisted customers with policy inquiries and claims processes.
- Provided accurate information regarding coverage options and benefits.
- Resolved customer concerns through effective communication and problem-solving skills.
- Educated clients on policy details, ensuring understanding of terms and conditions.
- Handled high volumes of calls while delivering exceptional customer service experience.
- Assist supervisor with the supervisor line, answering questions from reps with questions on accounts, handle escalated calls.
- Supported supervisor by facilitating team huddles, organizing team outings for morale, and contributing to employee recognition initiatives.
Patient Navigatior
Presbyterian health services
Albuqerque, NM
03.2019 - 07.2019
- Coordinated patient appointments and follow-ups, facilitating timely access to care.
- Coordinated care plans for patients navigating complex healthcare systems.
- Educated patients on resources and support services, empowering informed healthcare decisions.
- Facilitated communication between patients and healthcare providers.
- Guided patients through appointment scheduling and follow-up processes.
- Resolved patient inquiries and concerns with empathy and professionalism.
- Developed appropriate community resources such as mental health services, substance abuse, treatment and housing.
- Identified patient needs and desires and communicated to healthcare professionals.
- Provided emotional support to patients coping with illness or disability, fostering resilience and well-being.
Customer Service Representative
Presbyterian Health Plan
Albuquerque, New Mexico
01.2019 - 03.2019
- Scheduled appointments efficiently to maximize daily workflow for healthcare professionals.
- Managed patient records using electronic health record systems for accurate documentation.
- Resolved scheduling conflicts by adjusting appointment calendars for optimal patient flow.
- Addressed patient inquiries about services and appointment details to enhance patient experience.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Managed incoming calls from potential and existing patients to provide timely assistance.
- Reviewed patient medical history documents prior to appointment scheduling.
- Adhered to organizational policies and procedures related to appointment scheduling.
Rheumatology Scheduler
Presbyterian Health Plan
Albuquerque, New Mexico
07.2018 - 01.2019
- Coordinated scheduling for multiple departments to optimize resource allocation.
- Utilized scheduling software to track appointments and availability effectively.
- Scheduled appointments for various clients, ensuring availability and organization.
- Trained new staff on scheduling procedures and software usage effectively.
- Maintained accurate records of all tasks completed by the team.
- Provided guidance and advice on best practices related to scheduling initiatives.
- Assisted organizational efforts by filing, entering data and answering phones.
Cashier
Jemez Mountain Electric Cooperative
Cuba , NM
08.2015 - 04.2018
- pAssisted customers with inquiries and provided product information.
- Managed daily office operations and maintained organized filing systems.
- Processed invoices and tracked vendor and client payments to ensure timely financial management.
- Supported the preparation of reports and presentations for management review.
- Handled incoming calls, emails, and inquiries to provide exceptional customer service and support.
- Coordinated payment arrangements and executed payouts.
- Assist with meter estimation, and submitted to manager in timely matter.
- Handle all New Service, Disconnects, Temp holds and seasonal accounts.
- Operated Red phone to coordinate with field linemen during emergencies, ensuring prompt response and resolution.
Education
High School Diploma -
Jemez Valley High School
Jemez Pueblo, NM05-2025
Skills
- Appointment scheduling
- Customer service
- Data entry
- Emergency response
- PPE compliance
- Financial processing
- Time management
- Problem resolution
- Team collaboration
- Critical thinking
- Active listening
- Verbal communication
- Written communication
- Telephone etiquette
- Interpersonal communication
- Communication
- Remote office availability
- Networking
- First Aid/CPR
Timeline
Patient Access
Presbyterian Healthcare
12.2025 - Current
Security Officer
Sandia Resort & Casino
04.2024 - 11.2024
PBX
Presbyterian health services
11.2023 - 02.2024
Customer Service Representative
Presbyterian
07.2019 - 08.2022
Patient Navigatior
Presbyterian health services
03.2019 - 07.2019
Customer Service Representative
Presbyterian Health Plan
01.2019 - 03.2019
Rheumatology Scheduler
Presbyterian Health Plan
07.2018 - 01.2019
Cashier
Jemez Mountain Electric Cooperative
08.2015 - 04.2018
High School Diploma -
Jemez Valley High School