NMNaomi Malmgren
@naomimalmgren
Experienced healthcare support and customer service professional.
United StatesWhat I'm looking for
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.
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.
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.
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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
PSPenn 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.
Frederick Senior High School
High School Diploma, General Studies
Grade: 3.9
Completed high school education, earning a High School Diploma in 2006. Achieved a commendable academic performance with a GPA of 3.9.
Availability
Location
United StatesAuthorized to work in
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