Amanda Keyes Email & Phone Number

Birmingham, Alabama, United States

• Directed and supervised the daily operations and workflow processes of the Intake and Customer Service Team, ensuring clear communication and understanding of department goals and objectives among all team members.
• Elevated sales performance by cultivating strong relationships with customers, implementing effective business strategies, and identifying areas for improvement.
• Designed and implemented a robust digital tracking system for new patient intake requirements, yielding a 25% reduction in processing time and achieving a remarkable 99% approval rate for initial prior authorizations.
• Implemented proactive strategies to enhance patient engagement and compliance adherence, resulting in a 40% reduction in denials for non-compliance over 12 months.
• Secured approvals and ensured adequate reimbursement for medically necessary equipment and supplies through the utilization review process of Alabama Medicaid Authorizations.
• Established and nurtured robust relationships with a diverse range of referral sources, leading to a consistent flow of high-quality referrals.

Birmingham, Alabama, United States

• Supervised a team of 5 patient services representatives, providing guidance and support toensure efficient and high-quality service delivery
• Monitored key performance indicators (KPIs) such as call volume, wait times, and resolution ratesto identify areas for improvement
• Increased efficiency by developing standardized templates for common patient inquiries focusedon reducing response time
• Oversaw the implementation of electronic medical records (EMR) system ensuring smoothtransition and minimal disruption to patient services
• Ensured compliance with all relevant healthcare regulations including HIPAA guidelines
• Implemented new training program for patient services representatives, resulting in an increase incustomer satisfaction

Birmingham, Alabama, United States

• Proficiently managed over 75 inbound calls from patients, and healthcare providers daily achieving a 99% customer satisfaction.
• Processed over 50 Patient Re-supply orders daily, increasing re-supply sales by 65% within the first 6 months
• Verified Insurance Eligibility, Obtained and documented all necessary medical criteria for coverage prior to the delivery of services
• Acquired and maintained a comprehensive knowledge of ICD-10 coding, HCPCS guidelines, and an in-depth understanding of Medicare, Medicaid and commercial insurance reimbursement requirements achieving 100% compliance in.
• Demonstrated customer service excellence and communicating with empathy, knowledge and a willingness to go above and beyond customer expectations resulting in increased customer