ANA MONTEIRO
Quincy,MA
Summary
Customer-focused administrative professional with 15+ years of experience in fast-paced medical environments. Known for creating a welcoming experience, handling high-volume phone and in-person interactions, resolving problems, coordinating schedules, maintaining accurate records, and communicating with people from diverse backgrounds. Brings strong organization, professionalism, attention to detail, and a calm service-first approach well suited to customer service and front-line operations.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Patient Services Coordinator-Adult Sleep Lab
MASSACHUSETTS GENERAL HOSPITAL (MGH)
Boston
06.2024 - Current
- Managed high-volume phone support by addressing customer inquiries promptly.
- Bilingual: English & Portuguese
- Attention to Detail
- - Schedule and coordinate sleep-lab appointments while communicating clearly with patients and clinical staff.
- - Greeted patients and visitors professionally, providing timely and respectful service in busy clinical setting to enhance patient experience.
- -Manage front-desk check-in/check-out functions, appointment status updates, and patient flow.
- - Coordinate follow-up appointments and assist patients with questions, directions, and service needs.
- Oversaw front desk operations, ensuring smooth check-in and check-out processes.
- Answer high-volume calls, triage requests, document messages accurately, and route information to the appropriate team.
- Maintain accurate patient records through filing, scanning, data entry, and electronic record updates.
- Applied problem-solving skills to effectively resolve patient concerns, improving satisfaction and trust.
- Collaborated with team members to streamline workflow and improve communication, fostering a more efficient working environment.
- HIPAA & OSHA Training
Patient Services Coordinator - Adult Sleep Lab
MASSACHUSETTS GENERAL HOSPITAL (MGH)
Boston, MA
06.2024 - Current
- Manage front-desk check-in/check-out functions, appointments, and patient follow-up.
- Schedule and coordinate sleep-lab appointments while communicating status updates and patient needs.
- Answer high-volume calls, triage requests, document messages clearly with patients and clinical staff.
- Coordinate follow-up appointments and assist patients with route information to the appropriate team.
- Maintain accurate records of patient information, including demographics and insurance details.
- Review and update patient information and updated patient care provider and specialty practice.
- Screened for occupational hazards, updated patient records, and coordinated interpreter services.
- Handled telephone inquiries, triaged calls, recorded detailed messages, and coordinated services when needed.
- Coordinated follow-up appointments with specialists, kept daily operations organized and efficient.
- Scheduled appointments and followed through to ensure messages reached the correct physician or staff.
- Managed patient appointments and testing, facilitated hospital admissions, and assisted with scheduling.
- To 100 patients per day.
- Managed front-desk administrative functions, and verified patient information.
- Handled front-desk administrative functions, and verified patient information, and verified insurance coverage.
- Listed insurance information, and communicated with patients in person and by telephone.
Patient Services Coordinator GI
MASSACHUSETTS GENERAL HOSPITAL (MGH)
Boston
11.2022 - 06.2024
- Supported patient-facing operations, registration, scheduling, and communication in a fast-paced specialty practice.
- Coordinated follow-up appointments with specialists and helped keep daily operations organized and efficient.
- Handled telephone inquiries, triaged calls, recorded detailed messages, and coordinated interpreter services.
- -Assisted with document scanning and electronic record workflows, ensuring accuracy and confidentiality to support patient care processes.
- Coordinated follow-up appointments with specialists, streamlining scheduling to maintain organized and efficient daily operations.
Patient Services Coordinator - Sleep Lab
MASSACHUSETTS GENERAL HOSPITAL (MGH)
Boston, MA
01.2022 - 06.2022
- Managed patient appointments and testing, facilitated hospital admissions, and assisted with scheduling.
- To 100 patients per day.
- Managed front-desk administrative functions, and verified patient information.
- Handled front-desk administrative functions, and verified patient information, and verified insurance coverage.
- Listed insurance information, and communicated with patients in person and by telephone.
Medical Receptionist / Medical Assistant
STEWARD MEDICAL
Boston
08.2019 - 01.2022
- Answered phone calls, provided information, and efficiently connected patients with medical personnel.
- Scheduled and confirmed appointments for diagnostic, surgical, and consultation services, ensuring smooth patient flow.
- Answered phone calls, provided information, and connected patients with appropriate medical personnel.
- - Welcomed callers with enthusiasm and communicated effectively with physicians, nurses, technicians, and medical assistants.
- Supported busy front desk operations, maintaining professionalism and enhancing patient experience.
Medical Secretary
ATRIUS HEALTH-HARVARD VANGUARD MEDICAL ASSOCIATES
Boston
05.2018 - 01.2019
- Handled high-volume calls and appointment scheduling, providing triage and problem-solving support in Internal Medicine.
- Managed 60+ calls daily, ensuring accurate message relay to appropriate staff for timely patient care.
- Utilized EPIC while adhering to HIPAA and OSHA requirements to maintain patient confidentiality and safety.
Medical Secretary
STEWARD MEDICAL GROUP
Brighton
05.2016 - 06.2017
- Answered, triaged, and routed telephone calls, ensuring timely communication of messages to the appropriate physician or staff
- Contributed as a member of the team.
- Scheduled patient appointments and testing, facilitated hospital admissions, and verified demographic and insurance information to ensure seamless patient care
Medical Assistant / Medical Receptionist
HARVARD VANGUARD / BRIGHAM & WOMEN'S HOSPITAL
Boston
05.2014 - 08.2015
- - Managed front desk operations in a busy orthopedic department, triaging calls, scheduling appointments, processing co-payments, and assisting up
- To 100 patients per day.
- Assisted healthcare providers with patient examinations and procedures.
- Managed patient scheduling and coordinated appointments effectively.
- Prepared and maintained medical records for accurate documentation.
Medical Assistant / Secretary
ST. ELIZABETH'S MEDICAL CENTER
Boston
10.2013 - 04.2014
- Supported Urology and Podiatry with administrative and reception tasks, managing multi-line phone reception and appointment scheduling.
- Processed insurance referrals for patients and collected co-payments at front desk.
- Coordinated scheduling of patient testing with medical facilities and departments to ensure timely care.
Medical Assistant / Receptionist
BETH ISRAEL DEACONESS MEDICAL CENTER
Boston
12.2010 - 02.2012
- Performed front-desk administrative and reception functions for the Infectious Disease and Allergy units.
- Answered patient calls, triaged needs, scheduled appointments, entered patient information, and verified insurance coverage.
Medical Assistant / Receptionist
ST. ELIZABETH'S MEDICAL CENTER
Boston, MA
12.2010 - 02.2012
- Coordinated referrals, and co-payment collection.
- Handled front-desk administrative functions, and verified patient information, and verified insurance coverage.
- Listed insurance information, and communicated with patients in person and by telephone.
Health Assistant
HARVARD UNIVERSITY | Cambridge, MA
Cambridge, MA
10.2007 - 12.2007
- Handled front-desk administrative functions, and verified patient information, and verified insurance coverage.
Health Assistant
HARVARD UNIVERSITY
Cambridge
06.2007 - 10.2007
- Handled front-desk administrative operations and communicated with patients in person and by telephone.
- Liaised between patients, physicians, and nursing staff to support efficient service.
Education
HARVARD UNIVERSITY
Cambridge, MAHARVARD UNIVERSITY
Cambridge, MASkills
- Customer Service & Guest Relations
- Data Entry & Records Management
- Spanish Electronic Medical Records
- Insurance & Payment Processing
- Triage & Discharge Planning
- High-Volume Phone Support
- Microsoft Office Resolution
- Billing
- English
- Spanish
- Portuguese
- Medical Records
Certification
HIPAA & OSHA Training
Phone - Number
617-347-0780
Personal Information
Title: Customer-focused administrative professional
Languages
- English
- Portuguese
- Spanish
Timeline
Patient Services Coordinator-Adult Sleep Lab
MASSACHUSETTS GENERAL HOSPITAL (MGH)
06.2024 - Current
Patient Services Coordinator - Adult Sleep Lab
MASSACHUSETTS GENERAL HOSPITAL (MGH)
06.2024 - Current
Patient Services Coordinator GI
MASSACHUSETTS GENERAL HOSPITAL (MGH)
11.2022 - 06.2024
Patient Services Coordinator - Sleep Lab
MASSACHUSETTS GENERAL HOSPITAL (MGH)
01.2022 - 06.2022
Medical Receptionist / Medical Assistant
STEWARD MEDICAL
08.2019 - 01.2022
Medical Secretary
ATRIUS HEALTH-HARVARD VANGUARD MEDICAL ASSOCIATES
05.2018 - 01.2019
Medical Secretary
STEWARD MEDICAL GROUP
05.2016 - 06.2017
Medical Assistant / Medical Receptionist
HARVARD VANGUARD / BRIGHAM & WOMEN'S HOSPITAL
05.2014 - 08.2015
Medical Assistant / Secretary
ST. ELIZABETH'S MEDICAL CENTER
10.2013 - 04.2014
Medical Assistant / Receptionist
BETH ISRAEL DEACONESS MEDICAL CENTER
12.2010 - 02.2012
Medical Assistant / Receptionist
ST. ELIZABETH'S MEDICAL CENTER
12.2010 - 02.2012
Health Assistant
HARVARD UNIVERSITY | Cambridge, MA
10.2007 - 12.2007
Health Assistant
HARVARD UNIVERSITY
06.2007 - 10.2007
HARVARD UNIVERSITY
HARVARD UNIVERSITY