Maria Fatima Montesines De Guzman
About Candidate
Experienced administrative and HR support professional with over 10 years of background in healthcare, office coordination, and customer service. Proven ability to manage patient scheduling, staff assistance, compensation and benefits, and high-volume call center operations. Skilled in maintaining accurate documentation using EMR and CRM systems, with a strong focus on organization, confidentiality, and delivering a positive client or patient experience. Known for staying calm under pressure and supporting both team operations and front-facing service roles.
Location
Education
Work & Experience
Managed high-volume phone and digital scheduling for Radiology, Physiotherapy and outpatient clinics, including post-discharge follow-ups, ensuring a smooth coordination process. Verified insurance approvals and prerequisites prior to appointments while maintaining accurate and confidential patient records in EHR systems. Supported service improvement efforts by providing feedback to enhance patient experience and workflow efficiency.
Managed full-spectrum HR functions including recruitment, payroll and employee relations. Handled records, document renewals, onboarding and offboarding processes. Streamlined workflows and supported employee engagement and training.
Supervised 8 agents, ensuring service quality and adherence to performance standards. Trained new hires and improved sales and customer satisfaction results. Resolved escalations and optimized call workflows to reduce wait times and enhance first-call resolution.
Supervised up to 52 agents supporting Florida Blue, ensuring accurate benefit explanations, claim resolution and SLA compliance. Led teams handling benefits and claims inquiries, managing escalations on coverage, eligibility and prior authorizations. Monitored KPIs, conducted coaching and audits and implemented performance plans to enhance service quality and efficiency.
