Brian Monroe
Jackson,TN
Summary
Dynamic Patient Access Consultant at Cencora with exceptional recordkeeping abilities and a strong understanding of regulatory compliance. Proven track record in enhancing customer satisfaction through innovative problem-solving and effective communication. Skilled in data management and patient rapport, consistently ensuring accurate documentation and seamless workflows in healthcare settings.
Overview
16
16
years of professional experience
Work History
Patient Access Consultant
Cencora
Nashville, Tennessee/Remote
07.2022 - Current
- Exceeded customer satisfaction by finding creative solutions to problems.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Performed data entry for patient profiles, billing information, and prescription orders into the pharmacy software system.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Act as a liaison between patients, pharmacies, and other healthcare providers to ensure a smooth workflow and effective communication.
- Explained policies and procedures regarding payment plans and financial assistance programs to patients.
- Maintained confidentiality of all medical records according to HIPAA regulations.
- Maintained accurate records of all authorization activities in the database system.
- Responded promptly to inquiries from providers, patients, and payers regarding the status of prior authorization requests.
- Reviewed and processed prior authorization requests for medical procedures and medications according to established guidelines.
- Managed paper or electronic filing systems by recording information, updating paperwork, and maintaining documents.
- Maintained records of all transactions related to patient prescriptions.
- Performed data entry of patient prescriptions into the pharmacy system.
- Participated in training sessions related to new software programs or changes in policies and procedures.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Maintained accurate case records and documentation according to agency guidelines.
- Monitored client progress through regular follow-ups and case reviews.
Quality Assurance Analyst
The Fountain Group
Orlando, FL
09.2021 - 10.2021
- Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
- Designed forms for the documentation of testing procedures and results, identifying fields of measurement relevant to increasing production consistency.
- Analyzed existing application functionality against customer requirements, ensuring compliance.
- I attended weekly meetings with the IT department.
- Conducted security testing to identify vulnerabilities and ensure compliance with industry standards.
- Audited training and production processes, enforcing adherence to SOPs.
- Maintained detailed documentation of test cases, results, and defect reports for future reference.
- Utilized client satisfaction surveys to improve service quality.
- Maintained quality assurance procedure documentation.
- Documented, triaged, and managed defects in software and worked with developers to facilitate timely resolutions.
Customer Service Representative/Benefit Verification Specialist
Spectra Force
Monroeville, PA
10.2020 - 02.2021
- Prioritized and organized tasks to efficiently accomplish service goals.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Interfaced with customers to bring accounts current with suitable repayment plans.
- Update source documents, and organize them for storage in the computer data center networks.
- Compiled data from source documents before data entry.
- Maintained quality levels above prescribed minimums to support team productivity and efficiency.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Contributed to the development, planning, and completion of project initiatives.
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
- Defined strategies and created a plan to achieve ambitious operational objectives.
- Review the patient's insurance information required to complete the verification process.
Customer Service Specialist
Coram CVS Specialty Infusion Service Jackson
Jackson, TN
06.2015 - 09.2019
- Ensures that all required backup documentation is submitted with the billing.
- Greeted customers to facilitate services, determine service needs, and accurately input orders into electronic systems.
- Configured computers to network drivers, and connected them to printers and other peripheral equipment.
- Monitored call center queues daily to respond promptly to customer inquiries.
- Performed data entry of customer orders into the company's order management system.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Built sustainable relationships of trust through open communication with customers.
- Maintained accurate patient records, including registration data in computer systems.
- Reviewed medical documents for accuracy before submission for billing purposes.
Customer Service Agent
Apria Healthcare
Jackson, TN
01.2010 - 02.2013
- Obtained verbal and written authorization for medical treatment from sources.
- Assessed for company deliveries of products for medical clients.
- Taking inbound calls from clients daily.
- Research patients' accounts thoroughly, and document appropriately.
- Ensures that all required backup documentation is submitted with the billing.
- Input data into a digital system for record-keeping.
- Evaluated company accounts for payment compliance and contacted customers.
- Retrieved, sorted, copied, and filed all documents and paperwork.
- Updated daily logs to track information movements.
- Verified records of patients and clients before handing each over to check for and remove unnecessary details.
- Make sure all records are updated quickly so that the requester receives the information within the appropriate time.
Education
Bachelor of Science - Biochemistry, Cellular Biology & Human Anatomy
Lane College
Jackson, TN05.2008
High School Diploma -
Jackson Central Merry High School
Jackson, TN05.2002
Skills
- Software system testing
- Computers and electronics
- Documentation and materials
- Exceptional recordkeeping abilities
- Regulatory compliance understanding
- Data management
- Medical terminology
- Medicaid knowledge
- Insurance plan verification
- Document management
- Patient access
- Prior authorization
- Customer relationship management
- Effective communication
- Server management
- Team collaboration
- Analytical thinking
- Problem-solving
Accomplishments
- Received High marks for Empathy on quality Analyst.
- Having outstanding achievement in customer service.
Timeline
Patient Access Consultant
Cencora
07.2022 - Current
Quality Assurance Analyst
The Fountain Group
09.2021 - 10.2021
Customer Service Representative/Benefit Verification Specialist
Spectra Force
10.2020 - 02.2021
Customer Service Specialist
Coram CVS Specialty Infusion Service Jackson
06.2015 - 09.2019
Customer Service Agent
Apria Healthcare
01.2010 - 02.2013
Bachelor of Science - Biochemistry, Cellular Biology & Human Anatomy
Lane College
High School Diploma -
Jackson Central Merry High School
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