Customer Service Quality Assurance

Katty Montalvo

*** ** ****** *** **, Port St Lucie, FL 34986

Cell 954-***-**** E-mail ********@*****.***

Summary A hands-on professional with diverse business experience. Superior analytical and decision-making

capabilities. Excellent interpersonal and negotiation skills. Key team player that allows positive

interaction with individuals at all levels. Demonstrate the ability to learn quickly, work hard and

become a top producer in an outstanding organization. Microsoft Word, Excel, PowerPoint, Lotus

Advantx, Q, and A Spreadsheet. Bilingual: Spanish and English

Experience 2007-Present Maxxon Home Health Care, Inc. Port St Lucie, FL

Office Manager

Responsible for all aspects of managing the day to day operations of the office and staff. Traveled off-

site to a new call center location to establish training and operation guidelines. Assist with the

validation process for more timely billing of accounts. Work daily with quality assurance staff to

provide the highest quality service to all patients.

2004- 2007 LogiMedix Healthcare Corp /Support Plus Medical Weston, FL / Post St Lucie, FL

2004-2006 Patient Care Consultant-Customer Service

Responsible for troubleshooting patient accounts and ensuring data integrity. Work cooperatively y with sales

staff to provide assistance in establishing patient accounts for diabetes &pharmacy services Provide education

& training to staff related to order processing, product knowledge & patient assessment.

2006-2007 Customer Service Manager

Responsible for the direct supervision of customer service staff to assure the highest quality of service

to patients. In direct charge of all new patient accounts, including medical documentation collection,

insurance verification and shipment of product in a 24 hour turnover period.

2003-2004 Weston Outpatient Surgical Center Weston, FL

Front Desk

Representative for both in-patients and out-patients. Pre-surgical verification of insurance and

scheduled surgical dates. Retrieving the medical charts in lieu of upcoming surgeries. Register

patients, collected co-pays and deductibles. Data entry regarding patient’s information in Advantx.

Assistant to Pain Management Doctor. Assisted the Credentialing Department tracking DEA,and

Florida Medical Licenses for expiration.

2000-2002 United Behavioral Healthcare Oakland, CA

Research Eligibility Analyst

Finalized eligibility updated from paper requests from groups, Cobra Administrators and internal

department. Acted as a liaison for in-patients and out-patients to educate and enhance user

understanding of eligibility and protocols. Maintenance of accurate and timely support of in-house

request for eligibility resolution, production reports of eligibility analysts. Downloading of eligibility

emergency line, information line and e-mail boxes. Updating new and existing providers into all

claim and verification systems.

1996-1999 F.E.G.S Bronx, NY

Admission Counselor

Initiated the admissions process for new clients referred to the clinic. Assessed the financial eligibility

of the client for various services, which included verifying insurances, liaison for the client and the

clinic with third party insurance companies. Obtained relevant medical, psychological and financial

information for disposition of the case, relevant data entered in the agency’s MIS system. Constant

communication with internal staff in order to expedite the admission process.

Education 1993 – 1996 Lehman College

1990 – 1990 The Wood School

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