Christina Montes
Cypress,TX
Summary
Detail oriented and knowledgeable Office Operations Manager skilled at completing patient-facing and office-based tasks by applying strong multitasking and organizational abilities. Team player with extensive medical experience front and back office. Seeking a position that provides a challenging team environment and further opportunities to grow as a manager.
Overview
22
22
years of professional experience
Work History
Oncology Operations Manager
Millennium Physicians Association, PLLC
10.2019 - Current
- Manage employee relations for Front Desk, Clerical, and Oncology Call Center Staff
- Oversee staffing including interviewing, hiring, counseling, and termination
- Conduct performance reviews and mentor office coordinators and staff, providing professional and emotional support
- Train staff and review clinic schedules to ensure adequate staffing across nine (9) offices
- Payroll/ Handle time off request, timecard edits/approval, and overtime review
- Manage employee hospital access, registration/termination
- Resolve and address intricate grievances within the office
- Oversee physician clinic schedules for accuracy
- Monitor incoming calls for nine (9) oncology call center agents for quality service
- Prepare performance review reports, communicate expectations, and monitor call quality
- Coach and train call center agents, lead team meetings, and develop monthly and quarterly goals
- Prepare work schedules to ensure coverage
- Conduct administrative task including inventory management of prescription pads, scrubs, discharge of patients from practice
- Demonstrate skills in flexibility, priority setting, problem-solving, conflict resolution, decision making, work delegation, organization, and communication
- Committee Involvement:
- Oncology FD/Nursing
- Oncology Patient Support
- Residency Program
Patient Service Coordinator
Millennium Oncology
02.2017 - Current
- Facilitate efficient information flow between patients, medical staff, and third-party requestors
- Provide comprehensive care coordination for patients participating in Oncology Care Model (OCM)
- Close gaps in patient care, monitor Advance Care planning, and ensure completion of Advance Directives
- Service as point of contact for patients, survivors, families, healthcare providers, to promote active participation and adherence to healthcare treatment plans
- Demonstrate skills in flexibility, priority setting, problem-solving, conflict resolution, decision making, work delegation, organization, and communication
Medical Front Office Coordinator
Millennium Oncology
12.2014 - 02.2017
- Collect co-payments, deductibles, and patient balances according to insurance verification
- Schedule follow-up visits, and ensure patients have post-visit instructions
- Maintain patient chart demographics and billing information
- Obtain necessary consent, signatures; including HIPAA policy
- Prepare charts daily, identify patient financial reasonability, and manage incoming calls, and transfers
Corporate Bilingual Front Desk Admin
GeoKinetics Inc
08.2013 - 12.2015
- Maintain schedules of Executive calendars and all meeting and conferences using Microsoft Office, SharePoint, and Outlook
- Welcoming and logging in clients, vendors, and providing visitor security badges using Lobby Works Front Desk Software
- Managing and routing all incoming communication utilizing Cisco Call Manager Console
- Responsible for shipping outgoing packages, internationally and domestically, including preparing customs declarations, logging and distributing all incoming correspondence and packages using Excel and serving as company contact for FedEx/UPS/DHL/USPS and various courier services
- Inputting and maintaining client directory database and distributing within the company
- Order print material including business cards for all employees; serving as a liaison with the vendors and proofing and coding for Accounts Payable
- Administrative duties such as copying, faxing, scanning, mailing, emailing, and filing organizational documents and records for executive management team
- Maintaining confidentiality in all aspects of clients, staff and company information while interacting with clients, vendors, visitors
Facilities Coordinator/Call Center Agent
Johnson Controls
07.2003 - 07.2008
- Answered inbound calls nationwide (Approx.70-115 a day)
- Create CMMS work orders for all calls and direct them to appropriate techs /vendors/landlord/sub-contractor
- Emergency call handling nationwide, dispatching vendors, notifying planners and managers of emergency situations
- Handle online customer requests and covered planner schedulers when needed
- Interpret and evaluate all inquiries and anticipate customer’s needs
- Research unusual requests to determine alternate solutions to complex customer problems
- Administrative duties such as filing, faxing, scanning, emailing
Education
University of Houston-Downtown
Houston, TX01.2026
Skills
- Bilingual – Fluent in Spanish and English
- Excellent customer service, interpersonal, and management skills
- Proficient in Windows XP, Microsoft office (Word, Excel, and Outlook)
- Strong organizational skills, detail-orientated, and able to multitask effectively
- Expertise in customer conflict resolution and team collaboration
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Employee relations and conflict resolution
- Staff training
- Goal setting
Languages
Spanish
Professional Working
Timeline
Oncology Operations Manager
Millennium Physicians Association, PLLC
10.2019 - Current
Patient Service Coordinator
Millennium Oncology
02.2017 - Current
Medical Front Office Coordinator
Millennium Oncology
12.2014 - 02.2017
Corporate Bilingual Front Desk Admin
GeoKinetics Inc
08.2013 - 12.2015
Facilities Coordinator/Call Center Agent
Johnson Controls
07.2003 - 07.2008
University of Houston-Downtown
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