Monica Burns

• Processing NASUs, MNASUs, Monetary, TOA, Chorusda items.
• Assist our Rollover Retention team with sitting up their Nasu's.
• Part of the processing buddy program where I sit with our colleagues to build best practices for processing.

• Enhanced employee satisfaction by effectively managing leave of absence requests and providing timely responses.
• Evaluated medical documentation to determine eligibility for various types of leaves, maintaining strict confidentiality standards.
• Maintained up-to-date knowledge on federal and state laws governing employee leaves, ensuring companywide compliance at all times.

• Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
• Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
• Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
• Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

· Maintain a mature, engaging and positive attitude while assisting customers face to face and over the phone with enrolling for coverage.

· Educate customers on insurance plans and processes.