LISA N. MONSON
7738 A C Skinner Pkwy., Apt #4207, Jacksonville,FL
Summary
Administrative support position utilizing clerical, data-processing and organizational skills.
Overview
19
19
years of professional experience
Work History
Clerical Associate
UF Health Shands Hospital
02.2025 - Current
- Utilizing EPIC program, perform patient account updates e.g. room transfers, order patient medical supplies/hardware devices, upload and scan patient clinical forms and external medical records.
- Manage daily office tasks such as scheduling patient appointments, monitor/order patient nutrition stock, maintain office and copier/printer supplies levels to ensure smooth operation of unit.
- Expedite order fulfillment processes by tracking shipments from vendors and updating purchase order statuses accordingly.
- Answer and manage incoming and outgoing calls while recording accurate messages for distribution to office staff.
Hospital Unit Coordinator
Neuro Stepdown (PCU), Baptist Medical Ctr.
11.2020 - Current
- Triage calls for patient, visitors, providers and clinical staff
- Maintain and order office supplies, patient forms and medical supplies as needed
- Receive, request and organize patient records for continuity of care
- Create and update nurse and CNA staff patient assignment boards daily
- Perform daily upkeep and organizing of unit nursing stations, supply room and patient equipment room
- Acted as Hand Hygiene monitor to help clinical nursing staff better ensure decrease in spread of disease and germs to inpatients and among nursing staff
- Performed weekly 'Clean Sweep' monitoring of unit by observing and evaluating compliance of proper protocols in patient contact, use of medical supplies, proper securing and labeling of patient medication(s) using online tracer/audit tools
Office Specialist I
Behavioral Health, Baptist Medical Ctr.
10.2019 - 10.2020
- Utilizing electronic scheduling program, scheduled both new pediatric and adult outpatients as well as scheduled follow-up visits in person and via phone
- Mailed and electronically sent out new patient paperwork prior to initial appointment; scanned patient records from referring provider into created electronic file as well as performed data entry of returned clinical intake paperwork
- Performed daily appointment confirmation calls for both new and follow-up patient appointments
- Collected co-pays/self-pays at the time of office visit as well as called patients following out-patient appointment with remaining account balance.
- Sorted and filed returned patient paperwork and insurance documents
- Performed daily 'end of day' account balances by creating electronic balance sheet to ensure correct receipt of out of pocket co-pays and co-insurances
Hospital Unit Coordinator
Labor And Delivery, Baptist Medical Ctr.
08.2017 - 10.2019
- Created and updated patient clinical file notes/records utilizing internal software program
- Updated and follow-up with both obstetric physician’s and ANM (assistant nurse manager) on patient inquiries including prescription and doctor’s order for follow-up care
- Provided face to face customer service e.g. directing patients to appointment locations, facilitate translation services for patients/parents speaking another language when presenting for an appointment or other services, wheel chair assistance
- Scheduled and verified patient appointments via Cerner (internal hospital program) with physicians and clinical staff for services e.g scheduled c-sections (caesarean sections), medical inductions, cervical ripening (cervical dilation) and NST (fetal non-stress test)
- Provided directions and updates to families of surgical patient’s for the smooth transition of patient’s recovery, discharge from hospital and/or in-patient room assignment.
Patient Access Representative II
PAS Dept., Baptist Medical Ctr.
04.2013 - 08.2017
- Registered, verified insurance and scheduled patients for outpatient radiology services e.g. routine radiology, CT scan, MRI, ultrasound and interventional radiology utilizing internal program WILMA and EMR.
- Provided face-to-face customer service e.g. directing patients to appointment locations, facilitated translation services for patients/parents speaking a foreign language when presenting for appointments
- Provided directions and updates to families of surgical patients for the smooth transition of patient recovery, discharge from hospital and/or in patient room assignments
Customer Service Representative
State Farm Insurance
02.2008 - 01.2012
- Assisted State Farm customers via in-bound calls by: Electronically recording and submitting auto and homeowner claim reports for further processing by respective claim’s offices; located and arranged Emergency Roadside Assistance; created and updated customer contact information in behalf of State Farm agent’s offices; reviewed and processed payments for customer accounts; educated customers on up-to-date company initiatives to improve overall customer experience and retention
- Assisted with the training of new Customer Service Representatives in procedures and navigating of internal system programs
- Facilitated and conducted periodic team meetings featuring updates with new procedures and company based initiative programs
- Company documented employee performance appraisal rating average of 89% in overall call handle time, efficiency in processing customer requests and updating field agent’s office on services provided to individual customers.
Office Specialist II
Baptist Medical Center
01.2007 - 02.2008
- Registered and scheduled pediatric and adult patients for out-patient rehabilitation services e.g. physical, occupational and speech therapy utilizing internal hospital programs via telephone
- Created and mailed individual patient follow-up letters to referring physician and/or guardian to confirm or schedule patient appointments
- Coordinated insurance authorization for out-patient rehabilitation treatment for pediatric patients by ensuring timely transmittal of appropriate diagnosis, treatment description and frequency of care to contracted insurance carriers
Education
High School Diploma -
John Bartram High School
Philadelphia, PADiploma, Computer Technologies - Computer Programming, Specific Applications
Computer Learning Center
Philadelphia, PA06.1993
Skills
- Detail-oriented data management
- Customer Service Skills
- Patient coverage verification
- Office Coordinator
- Clerical assistance
Timeline
Clerical Associate
UF Health Shands Hospital
02.2025 - Current
Hospital Unit Coordinator
Neuro Stepdown (PCU), Baptist Medical Ctr.
11.2020 - Current
Office Specialist I
Behavioral Health, Baptist Medical Ctr.
10.2019 - 10.2020
Hospital Unit Coordinator
Labor And Delivery, Baptist Medical Ctr.
08.2017 - 10.2019
Patient Access Representative II
PAS Dept., Baptist Medical Ctr.
04.2013 - 08.2017
Customer Service Representative
State Farm Insurance
02.2008 - 01.2012
Office Specialist II
Baptist Medical Center
01.2007 - 02.2008
Diploma, Computer Technologies - Computer Programming, Specific Applications
Computer Learning Center
High School Diploma -
John Bartram High School