Natasha Montano
Santa Fe
Summary
Over the past three years, I have worked in the Restitutions Bureau with the State of New Mexico Health Care Authority, where I have developed strong analytical, customer service, and problem-solving skills. I am eager to continue growing my career within the Health Care Authority by exploring new opportunities within the Bureau. My key strengths include exceptional customer service, a strong work ethic, effective time management, excellent attention to detail, and the ability to build positive relationships with clients and colleagues. I am a dependable team player who is adaptable, eager to learn, and committed to providing high-quality service while supporting the goals of the organization.
Overview
12
12
years of professional experience
Work History
Business Management Analyst
Health Care Authority
Santa Fe
10.2023 - Current
- Ensured customer satisfaction through daily client interactions using the ASPEN system.
- Delivered exceptional customer service with empathy, professionalism, and respect while addressing sensitive client situations.
- Utilized language interpreter services to effectively communicate with non-English-speaking clients.
- Analyzed claims to explain balances owed, identify discrepancies, and provide clients with a clear understanding of their accounts.
- Facilitated payment arrangements based on clients’ financial circumstances while ensuring compliance with agency policies.
- Prepared comprehensive case summaries and supporting documentation for fair hearings.
- Represented restitution cases during fair hearings and provided accurate claim information.
- Processed refunds, transfer credits, TOP refunds, and claim restorations accurately and efficiently.
- Reviewed and processed ISD-150 corrections by validating claim information, making necessary adjustments, and notifying clients of corrected claims.
- Verified payments posted in ASPEN and ensured accurate account reconciliation.
- Monitored daily negative balance reports to provide timely resolutions for clients.
- Used CLEAR and MVD databases to locate and verify clients’ current mailing addresses.
- Contacted clients regarding claim restorations, missing signatures, paid-in-full claims, and outstanding balances.
- Conducted outbound collection calls using debtor balance reports to increase payment recovery.
- Collaborated with fellow analysts by researching complex claims and providing guidance to resolve account issues.
- Maintained accurate records and documentation using SharePoint.
- Demonstrated proficiency in Microsoft Excel and Microsoft Word.
- Open, sort, and distribute incoming mail to analysts based on assigned caseloads.
- Maintaining compliance with State and Federal rules, regulations, and policies.
Scheduling Representative
Santa Fe Imaging
Santa Fe
04.2022 - Current
- Scheduled appointments for patients via phone and in person efficiently with little to no error. Along with correcting orders with doctors offices when needed.
- Provided excellent service and attention to patients when face-to-face or through phone conversations.
- Created imaging orders through Epic.
- Updated insurance and demographic information.
- Uploaded imaging orders.
- Instructed patient to follow a specific prep for exam(s).
- Entered insurance, demographics and health history into patient database.
- Documented details and verified patient coverage for upcoming procedures or appointments.
- Trained new staff on office procedures, insurance processes and medical terminology.
- Carried out daily tasks by professionally communicating with radiologists, technicians and medical assistants.
- Works well under pressure when stakes are high.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Maintained positive working relationship with fellow staff and management.
- Fielded incoming calls, answered questions and transferred calls internally.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Operator, Medical Records, Receptionist
Aspen Medical Center
Santa Fe
01.2015 - 04.2022
- interned from 2015-2018 as a receptionist.
- Greeted each patient pleasantly and offered desk sheet for easy sign-in.
- Checked patients in and out for appointments.
- Entered insurance, demographics and health history into patient database.
- Documented details and verified patient coverage for upcoming procedures or appointments.
- Processed patient payments and scanned identification and insurance cards.
- Informed patients of financial responsibilities prior to rendering services.
- Gathered, transcribed and typed medical information into charts.
- Maintained patient accounts by obtaining, recording and updating personal and financial information.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Straightened up waiting room to maintain neat and organized space.
- Trained new staff on office procedures, insurance processes and medical terminology.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Scheduled appointments for patients via phone and in person.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Responded to patient callbacks.
- Fielded incoming calls, answered questions and transferred calls internally.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Scanned and validated medical records for upload.
- Pulled patient charts for upcoming appointments.
- Processed and invoiced records requests from patients, providers and third parties.
- Scanned and faxed medical records.
- Tracked and processed release of information requests.
- Obtained information by contacting appropriate personnel or patients.
- Set up patient charts and documented information in various company software.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Maintained positive working relationship with fellow staff and management.
- Data recording for COVID-19 on Excel spreadsheet uploaded to The State of New Mexico.
Hostess, Busser, Runner
Outback Steakhouse
Santa Fe
03.2018 - 08.2018
- Greeted customers to seat patrons at tables according to availability and customer preferences.
- Greeted customers and employees pleasantly and maintained upbeat manner.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Monitored dining area to assess server capacity and estimate wait times.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Accommodated guests with children and special needs to promote comfortable dining experience.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Tracked seated guests and available seating using computer-based and mobile reservation software.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Cleared tables to maintain high turnover rate and minimize wait times.
- Wiped down and cleaned chairs, booths and highchairs.
- Restocked dining room with plates, glassware and utensils, maintaining adequate workstation supplies.
- Collected food and quickly delivered to customers' tables.
Education
High School Diploma -
Capital High School
Santa Fe 05.2019
Skills
- Client communication
- Time management
- Attention to detail
- Effective multitasking
- Critical thinking
- ASPEN
- Hard-working
- Research and analyze
- Organizational skills
- Customer service
- SharePoint
- Problem solving
Timeline
Business Management Analyst
Health Care Authority
10.2023 - Current
Scheduling Representative
Santa Fe Imaging
04.2022 - Current
Hostess, Busser, Runner
Outback Steakhouse
03.2018 - 08.2018
Operator, Medical Records, Receptionist
Aspen Medical Center
01.2015 - 04.2022
High School Diploma -
Capital High School