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
2828 Euclid Avenue
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
10601 Wade Park Drive
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
Warrensville Heights, OH
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
11101 Euclid Avenue
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
1530 St. Clair Avenue
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