Hi, I’m
Monique Armstrong
The Bronx,NY
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Proven expertise in insurance products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Identifies and resolves concerns while promoting new products and meeting sales objectives.
Overview
14
years of professional experience
Work History
IN THE AIR LLCATL, GA
CEO
04.2021 - 01.2023
Job overview
- Monitored business trend forecasts and adjusted budgets and operational plans to maximize growth and opportunities.
- Assembled products from raw materials and completed inspections, and prepared orders for shipment.
- Inspected finished products for quality and adherence to customer specifications.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Managed up to three employees, as well as organizing their schedule to meet business needs.
- Set pricing structures according to market analytics and emerging trends.
Fidelis Care New YorkRego Park, NY
Client Service Coordinator
07.2018 - 09.2019
Job overview
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Managed caseload of over 200 Medicare clients.
- Performed 30+ outbound calls to member daily while maintaining excellent customer satisfactions rates.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Facilitated daily meetings with nurse care manager to ensure needs and services were met.
- Created spreadsheets with appropriate data and provided others with organized statistical reports.
- Assisted staff within teams to facilitate workflow and ensure efficient service to clients.
RegoFidelis Care New YorkRego Park, NY
Member Service Representative
10.2016 - 07.2018
Job overview
- Managed over 60 inbound calls and enrollment inquiries from members to perform account changes, billing inquiries, and plan overview.
- Managed customer conflicts and challenging situations by staying calm and accessing internal databases to develop strategic solutions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Enhanced member relationships by providing excellent service during each interaction.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Orchestrated a call script that increased customer satisfaction by 20%
- Formulated and recommended changes to improve employees performance and teamwork; identifying trends that negatively impact member satisfaction and make recommendations to supervisor.
East coast diagnostics IncConey Island, NY
Third Party Billing Specialists
01.2009 - 10.2016
Job overview
- Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
- Investigated and resolved issues to maintain billing accuracy.
- Worked with team members and leadership to identify and develop process improvements.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Leveraged integrated billing software to submit accurate claims.
- Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
Education
Kaplan Financial EducationOnline
Certificate from Health And Accident
07.2020
Sanford-Brown CollegeNew York, NY
Certificate from Medical Billing And Coding
07.2015
Clara Barton High SchoolBrooklyn, NY
High School Diploma
06.2010
Skills
- Strategic Planning
- Project Management
- Administrative Leadership
- Interpersonal Skills
- Call center
- Communication
- Microsoft office
- Accuracy & Confidentiality
- Invoice Processing
- HIPAA regulations
- Healthcare
- Telephone and Email Skills
- Data Entry Skills
- Insurance Eligibility
- Dependable and Responsible
Professional References
Supervisor:
Fidelis Care
Leo Sheung Lui
888-343-3547
Supervisor:
Fidelis Care
Gabriel Arias
888-343-3547
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CEO
IN THE AIR LLC
04.2021 - 01.2023
Client Service Coordinator
Fidelis Care New York
07.2018 - 09.2019
Member Service Representative
RegoFidelis Care New York
10.2016 - 07.2018
Third Party Billing Specialists
East coast diagnostics Inc
01.2009 - 10.2016
Kaplan Financial Education
Certificate from Health And Accident
Sanford-Brown College
Certificate from Medical Billing And Coding
Clara Barton High School
High School Diploma