Amy Howze
Hattiesburg
Summary
Results-driven professional with extensive experience at MRO, adept at managing high-volume inbound requests and ensuring HIPAA compliance. Proven ability to resolve issues on first contact, enhancing customer satisfaction. Skilled in claims processing and effective communication, with a strong focus on operational excellence and regulatory adherence.
Overview
20
20
years of professional experience
Work History
Requester Services Specialist (Remote)
MRO
03.2025 - 02.2026
- Managed high volumes of inbound requests for medical record fulfillment and status updates, ensuring timely and accurate responses
- Verified documentation for HIPAA compliance and ensured secure information flow
- Communicated with healthcare providers to obtain required authorizations and prescriptions
- Facilitated escalation of complex issues to management for prompt resolution
- Documented processes and communications in multiple systems to uphold regulatory compliance
- Reduced repeat inquiries by resolving issues on first contact whenever possible
Data Entry Specialist & Contact Center Representative (Remote)
Sunlife Financial
10.2020 - 10.2024
- Entered and verified claims data to ensure accurate adjudication and timely payment
- Handled high volume of inbound calls from members and providers to address claims and benefits inquiries
- Provided clear information to members on benefit plans, timelines, and documentation requirements
- Investigated and resolved discrepancies through thorough research of policies and internal guidelines
- Maintained strict adherence to HIPAA and company privacy standards
- Documented all case activity in real time to maintain complete and accurate records
Service Center Representative (Remote)
Sedgwick
10.2019 - 10.2020
- Assisted claimants with benefit questions, guiding them through next steps in the claims process to enhance their understanding
- Processed claim submissions, verifying documentation for accuracy to facilitate timely claims resolution
- Assigned and escalated claims, ensuring compliance with service level agreements to maintain operational standards
- Maintained quality and productivity standards in a fast-paced call center environment
Remote Customer Care Coordinator
Hilton
01.2017 - 03.2019
- Managed inbound customer inquiries across multiple systems to provide accurate and timely support
- Resolved account discrepancies and documented interactions to maintain comprehensive customer records
- Escalated complex issues to facilitate positive resolutions and enhance overall customer satisfaction
Senior Agent (Remote)
Walmart Shared Services
03.2006 - 09.2016
- Resolved escalated service and compliance issues to ensure customer satisfaction and adherence to regulations
- Identified operational trends and recommended process improvements that enhanced workflow efficiency
- Maintained high accuracy standards while managing multiple tasks to support seamless operations
- Managed multi-system databases to support store operations and billing
Education
Diploma -
Hattiesburg High School
Hattiesburg, MS05.2001
Skills
- Pharmacy & Healthcare Benefits Support
- Claims Processing & Adjudication
- HIPAA & Regulatory Compliance
- High-Volume Inbound Call Handling
- Real-Time Documentation
- Patient Intake Processing
- Multisystem Navigation
- Patient & Provider Communication
- Issue Resolution & Escalation
- Call Center Metrics & Quality Standards
- Remote Work Environment
Timeline
Requester Services Specialist (Remote)
MRO
03.2025 - 02.2026
Data Entry Specialist & Contact Center Representative (Remote)
Sunlife Financial
10.2020 - 10.2024
Service Center Representative (Remote)
Sedgwick
10.2019 - 10.2020
Remote Customer Care Coordinator
Hilton
01.2017 - 03.2019
Senior Agent (Remote)
Walmart Shared Services
03.2006 - 09.2016
Diploma -
Hattiesburg High School