1. Please view my linkedIn page https://www.linkedin.com/in/natasha-montgomery-5a8b6498
Natasha Montgomery
2100 Ruark Court 104, Raleigh, NC 27608 • 919-906-3396 • Natasha.Montgomery@rocketmail.com
PROFESSIONAL PROFILE
Customer Service Professional with knowledge of health insurance, including claims, benefits, and eligibility
requirements. Recognized leader with experience in; healthcare management, quality analysis and served
as subject matter expert. With nine years of healthcare experience I have the ability to explain and interpret
insurance concepts to both customers and employees. I’m dependable, detail-oriented with strong time
management skills and also self-motivated.
TECHNICAL SKILLS
Microsoft Office: Excel, Word, PowerPoint
SharePoint
Salesforce
CPR+
EDUCATION
American InterContinental University Schaumburg, IL
Bachelor of Business Administration 2014
Cum Laude
Healthcare Management
American InterContinental University Schaumburg, IL
Associate of Business Administration 2012
WORK EXPERIENCE
Biologics McKesson Specialty health Cary, NC
Operations Supervisor 2015-Present
Provide direction and leadership to a team of 8 - 12 employees on delivering healthcare support
services to healthcare providers and patients.
Support services my team provides include: verifying patient access qualifications, verification of
benefits and triaging patients to the appropriate specialty pharmacies. With having a robust program
it’s imperative that a collaborative and transparent environment is provided.
Assisted with helping develop and implement business processes to help mainstream our work flow.
This included editing / updating benefit verification work instructions and getting feedback from the
team on how it improved our process.
Focus daily on improving productivity by researching pending patient cases and keeping track of the
number cases closed the prior day. This helps identify coaching points for the team while making
sure our SLA’s (service level agreement) are met. Also helped decrease the number of pending
cases by 50% within a 2 week time frame.
PEP (People Engaging People) involved in this committee dedicated to boosting morale and making
work a fun place to be. Planned monthly activities to help get the teams involved in a more
collaborative environment.
Training liaison bridged the gap between operations and training. Communicated changes with
program operations to the training team and also received updates from the training team for
operations. Those updates were communicated to operations for implementation.
Developed job descriptions for case managers. Detailing what skills the applicants should possess
and what their responsibilities should include. This helped communicate to the team what’s needed
in order to for fill this role.
Biologics McKesson Specialty health Cary, NC
Patient benefits specialist 2015-2015
Completed an average of 10 benefit investigations within a 4 hour SLA (service level agreement)
time constraint. This enabled our patients to receive medication within a timely manner.
Communicated with insurance companies to gain coverage for our patient’s medication.
2. Please view my linkedIn page https://www.linkedin.com/in/natasha-montgomery-5a8b6498
Verified which patient’s quality for manufacture copay assistance. This helped ensure government
patients did not receive any manufacture copay assistance, since they aren’t eligible.
Effectively entered patient’s demographics and insurance information into the pharmacy information
system.
Effectively communicated with healthcare providers on their patient's status on receiving their
medication.
Selected to work on special projects due to my strong insurance knowledge and contribution to
meeting our SLA's (service level agreement).
Xerox - Anthem Blue Cross Blue Shield Raleigh, NC
Quality Analyst 2012-2015
Listen to calls, provide quality feedback, and coach staff members on how to provide quality customer
service, ensuring employees are performing up to the standards of the campaigns contract with
WellPoint
Deliver presentations on quality components during weekly business review, making WellPoint aware of
the quality aspect of business
Convey weekly updates to ensure employees are all on the same page with ongoing quality updates
Administer floor support to agents to provide assistance with intensified phone calls, leading to
decreased quality errors, and take escalated supervisor calls when necessary
Lead and interacted with the client during bi-weekly call calibrations
Received daily audits from the client to provide to the team
Xerox - Anthem Blue Cross Blue Shield Raleigh, NC
Subject Matter Expert 2008-2012
Promoted from CSR to subject matter expert due to extensive knowledge of the Anthem Blue Cross and
Blue Shield plans
Supervised the call floor and addressed any questions or concerns with agents to ensure the correct
information was being quoted
Coached members of the staff on quality improvements to make sure agents provided excellent
customer service, thereby meeting quality goals
Xerox - Aetna Raleigh, NC
Customer Service Representative / Subject Matter Expert 2007-2008
Obtained several perfect attendance awards, demonstrating willingness to arrive on time for work daily
Earned 100% quality awards by facilitating the highest customer service experience which resulted in a
promotion to a subject matter expert
Presented with Kudos awards due to excellent customer service that was provided
Responded to emailed claim question inquiries by researching the claims in question and providing a
resolution, leading to a decrease in claims calls
Community Work
Habitat for humanity of wake 2015-2016
Completed 100+ hours of community services on construction site in wake county
Raleigh Citizens leadership academy 2016
Selected to participate due to my interest in improving the community
Networking with Raleigh citizens on how to become leaders within our communities and
make a difference