Veronica Montano
Carlsbad
Summary
Efficient and dedicated customer service representative with 15+ years of experience in high-volume environments, specializing in client relations and billing processes. Proven track record of resolving complex inquiries and enhancing customer satisfaction through effective communication and problem-solving skills. Experienced in training new hires and implementing best practices to improve service delivery. Committed to fostering positive relationships and ensuring seamless operations in customer-focused settings.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
26
26
years of professional experience
6000
6000
years of post-secondary education
1
1
Certification
Work History
Caregiver
In Home Support Services (IHSS)
Carlsbad
02.2021 - Current
- Provided individualized support and implemented accommodations/modifications for children with special needs, adhering to therapist and educational specialist recommendations.
- Designed and implemented age-appropriate curriculum and activities, fostering cognitive, social, and physical development.
- Maintained a safe and hygienic environment by consistently sanitizing 20 toys, equipment, and play areas.
- Promoted healthy eating habits by planning and preparing 3 nutritious meals a day and 2-3 snacks daily tailored to dietary guidelines.
- Assisted children with personal hygiene, including diapering/toileting 5-6 times a day or whenever needed and consistent handwashing practices.
Customer Service/Billing Specialist
Smartcare MD
Escondido
06.2016 - 11.2020
- Provided exceptional customer service.
- Processed an average of 80-100 medical claims and invoices daily/weekly for a high-volume healthcare facility, consistently ensuring accuracy and compliance with billing guidelines.
- Verified about 40-50 patient insurance eligibility daily and meticulously obtained pre-authorizations for medical procedures, minimizing claim rejections.
- Identified and corrected coding errors on claims, resulting in maximized reimbursement by 80% from insurance companies.
- Resolved complex claim denials and discrepancies with insurance companies, reducing outstanding balances and expediting payments by 85%.
- Managed accounts receivable, including tracking outstanding payments, negotiating patient payment arrangements, and initiating collection process. Which reduced AR days by 80%.
Physician Billing/Customer Service Billing Representative
Tri-City Emergency Medical Group
Carlsbad
08.2013 - 05.2016
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Processed medical claims and invoices for a high-volume healthcare facility, ensuring accuracy and adherence to billing guidelines.
- Verified patient insurance coverage and obtained necessary authorizations for medical procedures.
- Reviewed and corrected coding errors on claims to maximize reimbursement from insurance companies.
- Followed up with insurance companies regarding claim denials or discrepancies, resolving issues in a timely manner.
- Collaborated directly with healthcare providers to secure missing documentation and clarify medical procedures, ensuring accurate and compliant billing.
Cared for Sick Mother
Bertha Vasquez
San Marcos
02.2010 - 08.2013
- Provided comprehensive personal care, including assistance with bathing, dressing, grooming, and precise medication administration.
- Monitored vital signs and proactively reported changes or concerns to healthcare professionals, ensuring timely medical intervention.
- Offered compassionate companionship and emotional support, significantly improving well-being.
- Coordinated medical appointments and managed transportation for the client.
- Implemented proactive fall prevention strategies by conducting thorough environmental hazard assessments and modifications.
Customer Service Representative
North County Insurance
Escondido
02.2000 - 02.2010
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently.
- Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process.
Education
General Education -
Palomar College
San Marcos, CAMedical Administrative Assistant - Trade school
Maric College
Vista, CAHigh School -
San Marcos High School
San Marcos, CAAccounting -
Palomar College
San Marcos, CASkills
- Childcare Administrative experience
- Google Workspace
- Microsoft Word
- Microsoft Outlook
- Google Calendar
- Customer service
- Written communication
- Front desk
- File organization
- Attention to detail
- Communication platforms
- Active listening
- Typing
- Record keeping
- Task prioritization
- Google Drive
- Communication skills
- Organizational skills
- 10 key typing
- Cross-functional communication
- Microsoft Office
- Time management
- Google Sheets
- Google Docs
Certification
Driver's License
Languages
Bilingual, Spanish
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Caregiver
In Home Support Services (IHSS)
02.2021 - Current
Customer Service/Billing Specialist
Smartcare MD
06.2016 - 11.2020
Physician Billing/Customer Service Billing Representative
Tri-City Emergency Medical Group
08.2013 - 05.2016
Cared for Sick Mother
Bertha Vasquez
02.2010 - 08.2013
Customer Service Representative
North County Insurance
02.2000 - 02.2010
General Education -
Palomar College
Medical Administrative Assistant - Trade school
Maric College
High School -
San Marcos High School
Accounting -
Palomar College