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, resulting in the successful realization of targets.• 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.• Exhibited professional communication skills while following up with patrons, ensuring quality customer service by addressing concerns and providing effective problem resolution.

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• Developed and conducted training for new employees in standard operating procedures,insurance verification, equipment qualifications for payor specific guidelines and conflict resolutiontechniques• Streamlined the re-certification process for established patients by implementing a digital trackingsystem for missing or incomplete documentation, significantly improving document management.

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 internal audits• Demonstrated customer service excellence and communicating with empathy, knowledge and a willingness to go above and beyond customer expectations resulting in increased customer