Montoya Shavers
Denton
Summary
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Overview
8
8
years of professional experience
Work History
Member Support Advocate
AAA Life Insurance
Remote
07.2025 - Current
- Advised clients on legal rights and responsibilities regarding insurance policies.
- Collaborated with cross-functional teams to resolve disputes efficiently and effectively.
- Educated clients on policy options, benefits, and claims processes to enhance understanding and satisfaction.
- Educated clients on the importance of life insurance as part of a comprehensive financial plan.
- Managed high-volume customer inquiries through multiple communication channels, ensuring timely responses and resolutions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Claims Processing Specialist
Molina Health
Remote
05.2023 - 07.2026
- Processed and submitted insurance claims for 70 patients daily, ensuring accuracy and timely submission to maximize revenue cycle efficiency.
- Conducted thorough reviews of patient accounts and insurance eligibility to minimize claims denials and expedite payment.
- Collaborated with healthcare providers and insurance representatives to resolve billing and discrepancies and appeals.
- Managed accounts receivable and follow-up on outstanding claims, reducing aging receivables by 37%.
- Generated and maintained reports on billing and claims data for management review.
- Remote
Collections Specialist
US Bank
Remote
01.2021 - 05.2023
- Managed a portfolio of delinquent accounts, utilizing conflict resolution and negotiation skills to recover outstanding debts.
- Conduct thorough accounts analysis to determine the best course of action for collection, including payment arrangements and settlements.
- Maintain compliance with all applicable laws and regulations, ensuring ethical collection practices.
- Collaborate with the legal department to initiate legal proceedings when necessary, leading to a 57% increase in recovery rates.
- Provide exceptional customer service, addressing inquiries and concerns related to accounts, resulting in improved customer satisfaction scores.
- Remote
Customer Service Representative
Activus Connect
03.2020 - 12.2020
- Oversaw daily customer service operations, ensuring a high level of service is provided to customers and that all account, transaction history, and delivery inquiries are addressed promptly.
- Developed and implemented customer service policies and procedures to improve response times and customer satisfaction ratings by 90%.
- Analyzed customer feedback and service metrics to identify trends and recommend improvements to enhance the customer experience.
- Ensured compliance with state regulations, privacy policies, and company procedures.
- Provided high-quality customer support through various channels, including phone, chat, and email, maintaining an average satisfaction rating of 97% over 6 months.
- Remote
Patient Care Coordinator
Paris Regional Medical Center
Paris Texas
02.2018 - 02.2020
- Served as the first point of contact for patients, providing exemplary customer service, and addressing inquiries regarding services, insurance, medication, and appointments.
- Scheduled and confirmed patients' appointments, ensuring efficient use of providers’ time and minimizing wait times.
- Assisted patients with registration and billing inquiries, verifying insurance information and facilitating pre-authorization processes.
- Maintained accurate patient records and documentation in compliance with HIPAA regulations.
- Processed patient intake forms and collected necessary documentation, ensuring a smooth registration process.
Education
High School Diploma -
Fred Moore High School
Skills
- Written & Verbal Communication
- Typing Speed (70 WPM)
- Inbound & Outbound Calling
- HIPAA Compliance
- Data Entry & Record Keeping
- Microsoft Office Suite Proficient
- Medical Records
- Billing & Transaction Processing
- Customer Service
- Accounts Receivable
- Data Analysis & Reporting
- Insurance Verification
Timeline
Member Support Advocate
AAA Life Insurance
07.2025 - Current
Claims Processing Specialist
Molina Health
05.2023 - 07.2026
Collections Specialist
US Bank
01.2021 - 05.2023
Customer Service Representative
Activus Connect
03.2020 - 12.2020
Patient Care Coordinator
Paris Regional Medical Center
02.2018 - 02.2020
High School Diploma -
Fred Moore High School