Monet Butler
Clinton,MD
Summary
Seeking to obtain a position in the administrative field to utilize my 7+ years of customer service experience, as well as office management experience. To demonstrate the ability to provide strong written and verbal communications skills. To conduct research, analyze and provide recommendations on various administrative policies, procedures, and processes. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
7
7
years of professional experience
Work History
Intake Coordinator/Human Resources Payroll Specialist
Berhan Home Health Care Agency
Washngton , DC
2023.08 - Current
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Maintained accurate records of client intakes in electronic database system.
- Conducted comprehensive interviews with potential clients to determine eligibility for services.
- Created individualized service plans for each client based on their unique needs and goals.
- Assisted in determining appropriate referrals for clients to other community agencies or programs.
- Met regularly with clients to review progress towards established goals and objectives.
- Collaborated with multidisciplinary team members to ensure quality care is provided to all clients.
- Offered crisis intervention techniques when needed.
- Assisted in developing policies and procedures related to intake processes.
- Communicated effectively with supervisors regarding current caseloads and resource availability.
- Adhered to confidentiality guidelines when handling sensitive information about clients.
- Answered phone calls to provide assistance, information and medical personnel access.
- Compiled physical and digital documents, charts and reports.
- Conducted patient intake interviews to collect medical information and insurance details.
- Resolved customer complaints or answered customers' questions.
- Responsible for accurately entering employee payroll data into the company's payroll system.
- Maintained records of employee attendance and leave balances, ensuring compliance with established policies.
- Reviewed timesheets for accuracy before entering into payroll system.
- Ensured timely payment of wages in accordance with state and federal laws.
Customer Service Specialist 3
George Washington Medical Faculty Associates (GW MFA)
Arlington , VA
2021.08 - 2023.08
- Monitor actions needed for compliance with regulations established for medical staff credentialing and maintaining current credentials
- Maintains call center database by entering and verifying information and updating contact log
- Assisting supervisor in planning and organizing educational programs for continuing education
- Obtains documents and verifies patient demographic, financial and insurance information using a computerized scheduling system
- Performs pre-registration activities to gather demographic information; determines medical insurance coverage; identifies patients with delinquent accounts; confirms appointments, and registers patients into a computerized system
- Coordinates with the Director and previous Director of Midwifery services, the logistics of administrative functions for clinical staff; assists in the development and implementation of Midwifery programs designed to retain with other Midwives enhance teamwork among working groups; oversees Midwifery schedules collaborative care with physicians and supporting staff
- Develop and implements standards of patient care, New OB prenatal documents, goals and objectives
- Reviews bump-lost, pending report, No-show report, Myhealth Admin
- Requests, and GWDOC emails daily
- Maintains office services by organizing office operations and procedures, drafting correspondence, designing filing systems, reviewing and approving supply requisitions, and assigning and monitoring clerical functions
- In conjunction with the Midwives and administrator, determines the composition and scheduling of staff to assure the delivery of effective and cost-efficient care
- Manage calendars for Leadership by scheduling meetings and take meeting minutes to distribute to staff
- Independently performs clerical duties such as: processing local travel arrangements and authorizations, preparing incoming and outgoing correspondence, maintains confidential department files/records, and assist with presentations and meetings
- Continuously provide/recommend alternatives and/or changes in methods, processes, and techniques to improve program and administrative procedures within the office
- These recommendations/changes were accepted and utilized with minimal to no changes by management
- Create and maintain databases which includes entering and retrieving the data, and analyzing, creating, and presenting reports from such databases; assists in the development and administration of survey instruments, forms, and questionnaires; monitors record keeping procedures for accuracy; reviews and prepares program reports and data; documents the survey/data review process and product
- Provide comprehensive administrative services, including budget and financial management; purchasing, procurement, and contract administration; facilities, property, safety, and space management; and human resources
- Routinely uses independent judgment to plan, prioritize, and organize a diversified workload.
Medical Assistant
Capital Area Renal Associates
Washington , DC
2021.05 - 2021.08
- Explained treatment procedures to patients
- Prepared patients for examinations
- Assisted physicians during examinations
- Collected and prepared laboratory specimens
- Performed basic laboratory tests
- Instructed patients about medication and special diets
- Prepared and administered medications, including by intramuscular, intradermal, and subcutaneous injections-including vaccinations/immunizations, as directed by a physician or other licensed provider (e.g., a nurse practitioner or physician assistant)
- Transmitted prescription refills as directed
- Performed Phlebotomy
- Performed electrocardiograms
- Independently performed wound care and changed dressings
- Performed administrative duties such as: Using computer applications, answered telephones, welcomed patients, managed sign-in forms, updated and filed patient medical records, coded and completed insurance forms, scheduled appointments, arranging for hospital admissions and laboratory services, and handled correspondence, billing, and bookkeeping.
Teleservice Representative (TRS)
Kaiser Permanente, Contractor (K-Force)
Fairfax , VA
2020.10 - 2021.03
- Received phone calls and verified identity and eligibility of callers
- Understood members' request and scheduled primary care or selected specialty appointments for medical treatment or sent message to the member's Health Care Team
- Used defined scripts per members' symptoms, following its directives for disposition and documents in the medical record according to established workflow
- Transferred calls to medical advice nurse or other departments when indicated or directed by script
- Provided information about location of medical centers, pre-appointment preparation, and limited, related member benefit information
- Scheduled follow up appointments for providers
- Opt members in for appointment SMS text reminders
- Reviewed Health Maintenance Reminders with members, booking appropriate appointments as needed
- Assisted members to select a personal provider and pre-enrolls callers as needed
- Made changes to callers' address, medical center, or other demographic information as needed
- Made outbound calls and receives calls to/from new members and new Medicaid members to onboard them as a new to Kaiser Permanente
- Scheduled video conferencing appointments and provided technical support for members with Telemedicine Appointments
- Assisted Telemedicine providers by faxing prescriptions and referrals
- Initiated on-line meetings and provided introduction of members to Telemedicine physician
- Performed other related duties as directed.
Customer Service Representative
Department of Labor, (T-TEC Contractor)
Springfield , VA
2018.03 - 2020.10
- Manage large amounts of incoming phone calls
- Generate sales leads
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
- Answer incoming communications from customers
- Independently resolved escalated or complex calls from customers
- Conduct research to provide answers for customers to resolve their issues
- Provide exceptional customer experience to customers
- Gather information from the customer to make appropriate recommendations for new products and services.
Call Center Customer Service Representative
Department of Homeland Security, Federal Emergency Management Agency (FEMA)
Hyattsville , MD
2017.09 - 2017.11
- Manages high volume inbound calls from external and internal customers
- Resolves customer support related issues and providing customer with proper solutions, via provided resources
- Maintains records of customer interactions via log note or general question submission form
- Follows approved Customer Service procedures, guidelines, and policies
- Responds to telephone inquiries and requests from policyholders, agents, lenders, government personnel, and the general public
- Has extensive knowledge of the NFIP Services application, Federal Emergency Management Agency (FEMA) / National Flood Insurance Program (NFIP) website and Google Apps
- Maintains acceptable productivity levels during times of high call volume
- Achieves above average Quality Assurance results
- Conducts telephone interviews with victims who have been affected by a declared disaster
- Assists applicants by telephone and in person, determines applicant needs, and provides instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies
- Provides information and explanations of Housing Assistance, Assistance Grant, and other programs available for applicants
- Conducts verification activities to determine eligibility of applicants for disaster assistance through direct contact with applicants to gather and disseminate information
- Processes applicant cases, re-certifications, audits and recoups, and lodging reimbursement from disaster assistance applicants.
Education
Medical Assistant Certification -
Career Technical Institute
05.2021
Information Technology Certification -
TESST College of Technology
12.2015
Diploma -
Dr. Henry A Wise Jr High School
05.2014
Skills
- Strong written and verbal communication skills
- Office management
- Customer service
- Research and analysis
- Administrative policies, procedures, and processes
- Medical staff credentialing
- Call center database management
- Educational program planning and organization
- Patient demographic, financial, and insurance information verification
- Pre-registration activities
- Coordination of administrative functions for clinical staff
- Development and implementation of Midwifery programs
- Standards of patient care
- Reviewing and preparing program reports and data
- Budget and financial management
- Purchasing, procurement, and contract administration
- Facilities, property, safety, and space management
- Human resources
- Explaining treatment procedures to patients
- Assisting physicians during examinations
- Laboratory specimen collection and preparation
- Basic laboratory tests
- Medication and special diet instruction to patients
- Medication administration, including injections
- Prescription refill transmission
- Phlebotomy
- Electrocardiograms
- Wound care and dressing changes
- Computer applications for administrative duties
- Answering telephones and managing sign-in forms
- Updating and filing patient medical records
- Insurance forms coding and completion
- Appointment scheduling and coordination
- Addressing customer complaints and providing solutions
- Sales lead generation
- Building customer relationships and trust
- Providing accurate and complete information to customers
- Meeting sales targets and call handling quotas
- Record keeping and document filing
- Resolving escalated or complex customer calls
- Conducting research to resolve customer issues
- Exceptional customer experience delivery
- Gathering customer information for product and service recommendations
- Call center customer service
- Resolving customer support issues
- Maintaining records of customer interactions
- Following customer service procedures, guidelines, and policies
- Responding to telephone inquiries and requests
- Knowledge of NFIP Services application and FEMA/NFIP website
- Conducting telephone interviews with disaster victims
- Providing instructions and referrals to disaster programs and resources
- Verifying eligibility of disaster assistance applicants
- Processing applicant cases and recoups
- Medical Assistant Certification
- Information Technology Certification
- CPR Certified
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams)
- Intermediate experience with PowerPoint, SharePoint, and E-Travel
Awards Licenses Certifications
- CPR Certified - 03/2020
- Computer Support Technician - 12/2015
- Proficient in Microsoft Office Suite - MS Word, MS Excel, MS Outlook, MS Teams
- Intermediate experience with PowerPoint, SharePoint and E-Travel
References
- Takeeda Smith, Chief of Staff, Department of Homeland Security, 202-715-2205
- Tammy Fuller, Adjudicator, Department of State, 202-367-6481
- Lorraine Smith, Lead HR Specialist, Department of Commerce, 301-674-9461
Timeline
Intake Coordinator/Human Resources Payroll Specialist
Berhan Home Health Care Agency
2023.08 - Current
Customer Service Specialist 3
George Washington Medical Faculty Associates (GW MFA)
2021.08 - 2023.08
Medical Assistant
Capital Area Renal Associates
2021.05 - 2021.08
Teleservice Representative (TRS)
Kaiser Permanente, Contractor (K-Force)
2020.10 - 2021.03
Customer Service Representative
Department of Labor, (T-TEC Contractor)
2018.03 - 2020.10
Call Center Customer Service Representative
Department of Homeland Security, Federal Emergency Management Agency (FEMA)
2017.09 - 2017.11
Medical Assistant Certification -
Career Technical Institute
Information Technology Certification -
TESST College of Technology
Diploma -
Dr. Henry A Wise Jr High School
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