Monae Turner
Maple Heights
Summary
Motivated and hardworking professional with ten years of customer service experience. Ability to multi-task, prioritize, and manage time effectively. Demonstrates a high degree of critical thinking and problem-solving skills.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Maternity Care Coordination (CHW)
AmeriHealth Caritas Ohio
Columbus, Ohio
12.2023 - Current
- Create, manage and Resolve Care Plans
- Collaborate and maintain a professional relationships with state organizations to provide patient resources
- Manage referrals for ongoing maternal care
- Engagement of resource based maternity program
- Handle inbound and outbound call monitoring
- Evaluation of member health plans
- Schedule, reschedule and cancel appointments within maternal care
- Maintain and update timeline spreadsheet for maternal outreach
Patient Service Specialist (PSS)
Cleveland Clinic OB/GYN & Women's Health
Beachwood, Ohio
03.2023 - 12.2023
- Manage and prioritize multiple assignments simultaneously such as, acting as a liaison between patients, internal and external departments.
- Coordinate daily schedule for providers and staff
- Answer and triage phone calls and electronic messages for nursing staff
- Provided front office coordination, staff training, and coaching
- Completed patient registration and scheduling, including data entry of patient information and insurance verification
- Composed and prepared a variety of correspondence (e.g., reports, forms, and meeting materials)
- Managed Calendar and resolve scheduling conflicts for assigned physician
- Coordinated quarterly meetings with stakeholders
- Managed electronic health records to maintain accuracy and confidentiality of patient information.
- Coordinated patient scheduling and ensured timely communication with healthcare providers.
- Completed full benefit investigating of patient's primary and secondary insurance coverage
- Processed FMLA paperwork for surgery or OB maternity leave patients
- Faxed medical documents
Patient scheduler/Pre-registration
Cleveland Clinic
Cleveland, Ohio
07.2021 - 03.2023
- Handled high volume incoming and outbound calls.
- Schedule and register patients for exams and surgeries and educate patients on medical preparations.
- Completed full benefit investigating of patient's insurance coverage and provided financial estimates for exams and procedures.
- Collaborated with internal departments and external third-party vendors to meet patient's needs.
- Provided staff training and coaching.
- Streamlined patient scheduling processes to enhance appointment efficiency.
- Coordinated with healthcare providers to optimize patient flow and minimize wait times.
Customer Service Representative
Allstate
Hudson, Ohio
05.2020 - 03.2021
- Handled high volume of inbound inquires in a call center environment.
- Reconciled billing issues, collected, and processed payments.
- Updated policy information, processed insurance coverage changes.
- Problem solved, resolved complaint issues, educated clients on products and services.
- Resolved customer inquiries efficiently via phone, email, and chat channels.
- Provided accurate product information to enhance customer understanding and satisfaction.
Customer Service Payment Processing Representative
National Enterprise Systems
Solon, Ohio
10.2018 - 07.2019
- Handled high volume of inbound and outbound inquires.
- Prepared and reconciled financial statements, collected, and processed payments.
- Analyzed financial credit and educated clients on products and services.
- Maintained and exceeded financial targeted goals.
- Processed high volumes of customer accounts efficiently, ensuring compliance with industry regulations.
- Utilized advanced software systems for data entry and account management, enhancing operational accuracy.
Hostess/ Server
First Watch
Solon, Ohio
09.2016 - 04.2019
- Greeted customers and monitored dining room to ensure optimal guest experience.
- Skillfully addressed guests' service expectations and resolved issues promptly.
- Coordinated order inquiries and reconciled daily record of transactions.
Customer Service/Flow Team
Target
Mayfield Heights, Ohio
08.2016 - 09.2017
- Performed account research relevant to inquiries, transact financial and non-financial activities.
- Enhanced customer experience by providing in-depth product knowledge and order assistance.
- Analyzed marketing information to develop new displays and design elements for showroom and assisted with training new personnel on merchandise display.
Education
High School Diploma - High School Diploma
Electronic Classroom of Tomorrow
Columbus, OHSkills
- Plan of Care creation and resolution
- Referral organization
- Microsoft Office
- MAC OS X
- Citrix
- EPIC
- Jiva 6
- Verint
- Office experience
- Receptionist experience
- Administrative skills
- Coordination skills
- Accounts payable
- Accounts receivable
- Effective communication skills
- Personnel training
- Coaching experience
Timeline
Maternity Care Coordination (CHW)
AmeriHealth Caritas Ohio
12.2023 - Current
Patient Service Specialist (PSS)
Cleveland Clinic OB/GYN & Women's Health
03.2023 - 12.2023
Patient scheduler/Pre-registration
Cleveland Clinic
07.2021 - 03.2023
Customer Service Representative
Allstate
05.2020 - 03.2021
Customer Service Payment Processing Representative
National Enterprise Systems
10.2018 - 07.2019
Hostess/ Server
First Watch
09.2016 - 04.2019
Customer Service/Flow Team
Target
08.2016 - 09.2017
High School Diploma - High School Diploma
Electronic Classroom of Tomorrow