Monique Conley
Euclid,OH
Summary
Dynamic Case Manager with a proven track record at The Cleveland Task Force, excelling in case documentation and problem-solving. Adept at building relationships and adapting strategies to enhance client outcomes. Recognized for fostering a positive environment while ensuring compliance with regulations, empowering clients through informed decision-making.
Overview
23
23
years of professional experience
1
1
Certificate
Work History
Case Manager
The Cleveland Task Force
03.2024 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Advanced Medical Support Assistant
US Department of Veterans Affairs
04.2023 - 03.2024
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Mailed patient appointment letters.
Patient Service Coordinator
University Hospitals of Cleveland
08.2021 - 04.2023
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Collected patient co-pay and issued receipt to confirm payment.
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
Patient Access Representative II
University Hospitals of Cleveland
11.2018 - 08.2021
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
Patient Service Representative
Care Alliance Health Center
06.2002 - 11.2018
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
Education
Bachelor of Science - Health Sciences
Cleveland State University
Cleveland, OH05-2023
Associate of Arts - Liberal Arts And Sciences
Cuyahoga Community College
Cleveland, OH06-2013
Skills
- Problem-solving
- Case management
- Time management
- Case documentation
- Active listening
- Organization and multitasking
- Relationship building
- Positive attitude
- Email and telephone etiquette
Certification
CPR Certified
Timeline
Case Manager
The Cleveland Task Force
03.2024 - Current
Advanced Medical Support Assistant
US Department of Veterans Affairs
04.2023 - 03.2024
Patient Service Coordinator
University Hospitals of Cleveland
08.2021 - 04.2023
Patient Access Representative II
University Hospitals of Cleveland
11.2018 - 08.2021
Patient Service Representative
Care Alliance Health Center
06.2002 - 11.2018
Bachelor of Science - Health Sciences
Cleveland State University
Associate of Arts - Liberal Arts And Sciences
Cuyahoga Community College
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