Mona Masterson
Daleville,VA
Summary
Results-driven professional specializing in accounts receivable and client services. Demonstrated success in optimizing invoicing processes and increasing collection rates while ensuring high customer satisfaction. Strong leadership skills focused on developing high-performing teams and enhancing operational efficiency.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Accounts Receivable Specialist
Jenkins Restorations
Chantilly, VA
01.2023 - 01.2026
- Result driven Accounts Receivable Specialist with 3 years of experience optimizing invoicing, reducing debts and ensuring financial compliance.
- Posted over 200 payments to customer accounts daily made by credit card, ACHs and checks.
- Generated monthly statements and invoices to customers.
- Created and sent weekly payment letters to customers to facilitate timely payments.
- Monitored daily aging reports actively communicating with past due customers.
- Resolved customer billing inquiries and established payment plans to improve collection rates.
- Assisted manager with lien processing tasks to ensure timely resolution of outstanding accounts.
- Collaborated with management on discrepancies and resolving accounting errors.
- Provided excellent customer service consistently.
Client Service Supervisor/Sr. Client Services Supervisor
MRO Corporation
Norristown, PA
01.2017 - 01.2023
- Acted as a trusted advisor for the overall success of the daily service relationship with the client, managing the client's operational, product, and service needs.
- Resolved escalated client issues with professionalism and genuine concern, balancing client needs with company interests to ensure effective outcomes.
- Deliver outstanding client and company support, and serve as subject matter expert across staff training, customer service, and operations, meeting or exceeding challenging goals in this busy and high-performing environment.
- Build and maintain excellent relationships with clients, attorneys, and insurance companies, ensuring a helpful demeanor, full understanding, and complete buy-in among these key stakeholders.
- Apply advanced problem-solving skills, judgement, and experience to analyze information, and use well-developed communication skills to deliver high quality service to a demanding client base.
- Identified development opportunities, including product knowledge and processes, and suggested action plans to enhance performance.
- Established a culture of continuous process improvement, fostering long-term relationships with clients and collaborating with teams to achieve challenging goals.
- Participate in the creation and/or analysis of key service metrics to assess performance and identify improvements/efficiency gains/automation efforts relative to the client experience.
Release of Information (ROI) Requests Supervisor
Ciox Health
Alpharetta, GA
01.2010 - 01.2017
- Expertly led a diverse team of high-performing staff to accurately process all requests for release of information by locating and retrieving the corresponding protected health information in a timely, accurate, and efficient manner.
- Prioritized all incoming requests via phone, fax, mail/email for RIO, utilizing Health Information Management (HIM) access in Epic within state and federal regulated time frames.
- Monitored productivity and quality to ensure high customer service satisfaction, and prepared dashboards and operational performance reports for use in more informed executive-level decision making.
- Continually drove operational improvements, and helped coach and develop team members, ensuring a world-class service experience to maximize both client and associate satisfaction and retention.
- Provided vision, leadership and guidance, eagerly coaching and mentoring less-experienced associates to ensure desired business outcomes were achieved through an energized, motivated, and engaged workforce.
- Set and communicated individual responsibilities, team expectations, operational issues, daily goals, service improvements, and customer service priorities to each staff member.
- Identified and recommended opportunities for productivity enhancements through targeted team and individual training, staff recognition initiatives, and structured career development planning.
- Authored and updated comprehensive training manuals for new employees, fostering a well-trained and engaged team committed to quality, confidentiality, and exceptional client service.
- Reviewed resumes and contacted applicants to schedule interviews and onboard new team members.
Senior Release of Information (ROI) Specialist
Ciox Health
Alpharetta, GA
01.2006 - 01.2010
- Accurately processed complex medical record requests, problem solved regarding release regulations/statuses, and ensured that all tasks were completed in accordance with HIPAA regulations and company standards (SLAs).
- Processed requests for release of information by locating and retrieving protected health information promptly, ensuring compliance with regulations.
- Processed urgent requests for medical information received via mail, fax, in person, or by phone, and released minimal requested information necessary to fulfill requests, within a 24–48-hour timeframe.
- Generated cover letters, prepayment invoices, and mailed information to requestors, finalizing requests in the ROI System upon receipt of payment.
- Cross-trained to provide backup support for team members, enhancing team flexibility and maintaining service levels during absences.
- Gained expertise in office equipment, including but not limited to email, phone, fax, scanner, and copier, databases, assisted staff with retrieving archive charts, and prepared and burned radiology CDs.
Release of Information Specialist
Ciox Health
Alpharetta, GA
01.2001 - 01.2006
- Safeguarded and protected the patient’s rights of privacy by ensuring that only authorized individuals had access to the patient’s medical information and that all release of information is in compliance with HIPAA.
- Professionally interacted with requestors to identify medical records needed to fulfill an authorization or request for release of information, and ensured compliance with HIPAA and other regulations.
- Prioritized and retrieved medical records for release of information requests, conducting quality checks to ensure confidentiality accuracy and proper invoicing.
- Provided customer service by verifying signed releases and efficiently retrieving, copying, printing, and preparing documents for timely release of information.
- Secured and sent requested medical records on CD in compliance with regulatory laws, routed incoming faxes to appropriate departments, and filed processed faxes accurately.
Education
Associate of Medical Transcription -
Western Community College
Roanoke, VASkills
- Medical records management
- HIPAA compliance
- Medical records certification
- Medical coding
- Data management
- Process optimization
- Best practices implementation
- Epic expertise
- Cerner skills
- Allscripts skills
- MyChart skills
- eClinicalWorks skills
- Levelset skills
- Excel proficiency
- Problem solving
- Client engagement
- Relationship building
- Service agreements
- Technical acumen
Certification
- Medical Transcription
- Explore a Career in Medical Coding
- Medical Records Management Certificate
Timeline
Accounts Receivable Specialist
Jenkins Restorations
01.2023 - 01.2026
Client Service Supervisor/Sr. Client Services Supervisor
MRO Corporation
01.2017 - 01.2023
Release of Information (ROI) Requests Supervisor
Ciox Health
01.2010 - 01.2017
Senior Release of Information (ROI) Specialist
Ciox Health
01.2006 - 01.2010
Release of Information Specialist
Ciox Health
01.2001 - 01.2006
Associate of Medical Transcription -
Western Community College