Monica Burton
Philadelphia,PA
Summary
Accomplished in enhancing healthcare operations and patient satisfaction at Penn Medicine, I excel in data entry and customer service, demonstrating EPIC proficiency and strong communication skills. My contributions have significantly improved operational efficiency and patient care, showcasing my ability to work both independently and as a team player. Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
22
22
years of professional experience
Work History
Surgical Services Coordinator
Penn Medicine Presbyterian Cardiac Surgery
12.2022 - Current
- assists the manager and physicians in maintaining patient and customer focus for TAVR (Transcatheter Aortic Valve Replacement) patients
- supports the delivery or high-quality care
- assists in meeting or exceeding patient satisfaction and operational targets
- coordinating patient related activity for both outpatient visits and surgical procedures, phone calls, messages, authorizations and billing using Navinet, PEAR, Evicore, Availity.
- oversee the daily schedule and operations of TAVR procedures
Office Staff of Finances
United House Of Prayer For All People
04.2017 - Current
- Assist with records for incoming financial contributions
- Maintain daily Excel spreadsheet of financial contributions
- Prepare and manage correspondence to inform members of their financial contributions
- Report to General Secretary and Pastor of all financial reports
Patient Services Associate
Penn Medicine OB/GYN
12.2019 - 12.2022
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Collected patient co-pay and issued receipt to confirm payment.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Inputted accurate patient insurance, billing and payment information in Navinet, Availity, Evicore, PEAR.
- Contacted insurance company to verify patient coverage before visit.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Contributed to a positive team environment by assisting colleagues as needed during busy periods or staff shortages.
- Assist with functions in a call center environment or physician practice
Test Administrator
Pearson VUE
06.2019 - 11.2019
- Facilitated a calm testing atmosphere by effectively addressing any issues or concerns during exams.
- Maintained test integrity through thorough adherence to security protocols and guidelines.
- Ensured accurate test results by effectively monitoring and proctoring examinations.
- Provided exceptional customer service to students and faculty, addressing inquiries related to test scheduling and logistics.
- Check in testing candidates, verify identification, and explain the exam process.
- Troubleshoot with internal department to fix technical issues.
Data Entry Specialist
ReedTech
06.2014 - 11.2016
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Compiled data and reviewed information for accuracy prior to input.
- Completed data entry tasks with accuracy and efficiency.
- Contributed to team success by consistently meeting or exceeding performance targets in speed, accuracy, and output volume.
- Assisted with training new staff for orientation
- Investigate data that was unclear to produce a quality product
Retail Wireless Consultant
U.S. Cellular
06.2009 - 06.2013
- Assisted customers in selecting suitable devices, accessories, and wireless plans based on their preferences and requirements.
- Implemented strategic merchandising techniques that increased product visibility and stimulated customer interest in purchasing items on display.
- Set up wireless services for customers each day.
- Collaborated with team members to achieve store goals and improve overall performance.
- Managed cash register transactions accurately, ensuring timely reconciliation of daily sales reports.
- Contributed to an increase in store revenue by consistently upselling additional products or services when appropriate.
- Resolved customer issues efficiently, ensuring a positive experience for all involved parties.
- Drove an increase in overall store performance by exceeding individual sales targets and contributing significantly to team efforts.
- Maintained strong relationships with customers, resulting in repeat business and referrals.
- Provided technical support to customers experiencing device-related issues, troubleshooting problems effectively to minimize downtime.
HIMS ASST 1
Riverside Regional Medical Center
06.2006 - 10.2008
- Enhanced departmental efficiency through the implementation of an electronic health record system, streamlining data entry and retrieval processes.
- Supported medical staff by providing timely access to accurate patient information, enabling informed decision-making in treatment planning.
- Facilitated the seamless flow of information between departments by serving as a liaison for data exchange and communication.
Customer Service Representative
The Faneuil Group (Contractor For Verizon)
01.2002 - 06.2004
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Education
Bachelor of Science - Business Administration
Liberty University
Lynchburg, VA05.2024
Skills
- Customer Service
- Data Entry
- Work Planning and Prioritization
- Relationship Building
- EPIC Proficiency
- Microsoft Office Proficiency(Excel, Power Point, Word)
- Insurance Verification (Navinet, Availity, Evicore, PEAR)
- Knowledge of healthcare operations, terminology, and data structures
- Work independently and as a team player
- Strong written and communication skills
- Ability to utilize critical thinking and multi-task
Timeline
Surgical Services Coordinator
Penn Medicine Presbyterian Cardiac Surgery
12.2022 - Current
Patient Services Associate
Penn Medicine OB/GYN
12.2019 - 12.2022
Test Administrator
Pearson VUE
06.2019 - 11.2019
Office Staff of Finances
United House Of Prayer For All People
04.2017 - Current
Data Entry Specialist
ReedTech
06.2014 - 11.2016
Retail Wireless Consultant
U.S. Cellular
06.2009 - 06.2013
HIMS ASST 1
Riverside Regional Medical Center
06.2006 - 10.2008
Customer Service Representative
The Faneuil Group (Contractor For Verizon)
01.2002 - 06.2004
Bachelor of Science - Business Administration
Liberty University
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