Open to opportunities

Naomi Malmgren

@naomimalmgren

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Experienced healthcare support and customer service professional.

United States

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What I'm looking for

I am looking for a role that values patient care, offers growth opportunities, and fosters a collaborative work environment.

I am an experienced healthcare support and customer service professional with over 10 years of experience in high-volume, fast-paced environments. My expertise lies in navigating complex insurance systems, resolving technical issues, and ensuring patient satisfaction. I pride myself on my ability to communicate with empathy and streamline operations, which has consistently resulted in positive outcomes for both patients and organizations.

Throughout my career, I have held various roles that have honed my skills in administrative tasks, HIPAA compliance, and cross-functional team collaboration. At Apria Healthcare, I excelled as a Branch Coordinator, where I processed intake for durable medical equipment and maintained HIPAA-compliant records. My dedication to patient care and operational efficiency has allowed me to achieve strong first-call resolution scores and enhance patient satisfaction through timely follow-ups.

In addition to my technical skills, I am proficient in Microsoft Office Suite and various CRM tools, which I have utilized to manage customer accounts and resolve conflicts effectively. I am currently pursuing an A.S. in Healthcare Management, further solidifying my commitment to the healthcare field and my desire to contribute positively to patient care and organizational success.

Experience

Work history, roles, and key accomplishments

Branch Coordinator

Apria Healthcare

Sep 2020 - Present (4 years 9 months)

Processed intake for Durable Medical Equipment (DME) and verified insurance across various trackers. Communicated with patients, referral offices, and healthcare facilities to ensure document compliance and maintained HIPAA-compliant records.

DME HIPAA Compliance

Enteral CQ Specialist

Apria Healthcare

Sep 2018 - Present (6 years 9 months)

Managed intake and insurance verification for enteral formula and supplies. Explained benefits, delivery logistics, and co-insurance to patients, resolving concerns and coordinating care between payors, providers, and vendors.

Insurance Verification Care Coordination Conflict Resolution Customer Service Medical Billing

Billing & Tech Support Specialist

ADT Security

Apr 2018 - Present (7 years 2 months)

Resolved billing discrepancies and technical device issues for over 50+ customer issues daily via phone and internal systems. Documented tickets, processed payments, and created support claims.

Technical Support Customer Service Payment Processing Ticketing Systems Troubleshooting

Account Manager

Santander Consumer USA

Mar 2017 - Present (8 years 3 months)

Managed auto loan accounts, resolving delinquencies and maintaining compliance. Negotiated payment plans and coordinated with legal and repossession teams, exceeding call quality and customer retention goals.

Account Management Delinquency Compliance Customer Retention Financial Services

Student Loan Collector

Professional Bureau of Collections

Jan 2017 - Present (8 years 5 months)

Collected on federal and private student loans with a focus on empathetic recovery. Educated borrowers on rehab, deferment, and payment options, utilizing skip tracing and CRM tools to track account progress.

Debt Collection Skip tracing CRM Tools

Client Services Rep

AAA Colorado

Apr 2016 - Present (9 years 2 months)

Supported roadside assistance, travel, DMV, and membership services. Cross-trained in multiple departments and increased retention through upselling.

Customer Service Roadside Assistance Member Services Upselling

AppleCare Advisor

IBM

Jan 2014 - Present (11 years 5 months)

Provided technical support for Apple products including iPhones, iPads, and MacBooks. Diagnosed and resolved software/hardware issues, maintained CSAT metrics, and was promoted to floor supervisor.

Technical Support apple CSAT Team Leadership

Education

Degrees, certifications, and relevant coursework

Penn Foster Career School

Associate of Science, Healthcare Management

Grade: 3.9

Currently pursuing an Associate of Science in Healthcare Management with an expected completion in January 2027. Maintaining a strong academic record with a GPA of 3.9.