Monica Glover
Atlanta,GA
Summary
Skilled in managing patient services with a focus on delivering exceptional customer care. Background includes handling patient inquiries, scheduling appointments, and explaining medical procedures clearly to patients. Strengths lie in multitasking, problem-solving and maintaining confidential records securely. Contributed to improving patient satisfaction scores in previous roles by fostering effective communication between patients and healthcare providers.
Overview
7
7
years of professional experience
Work History
Patient Services Representative
Benevis
Marietta, GA
05.2024 - Current
- Assisted with patient registration, insurance verification, and appointment scheduling.
- Answered incoming calls from patients in a professional manner and responded to inquiries or directed them to appropriate personnel.
- Coordinated with medical staff to ensure proper patient care was provided in a timely manner.
Senior Benefits Specialist
Willis Towers Watson's One Exchange
Atlanta, Georgia
08.2017 - 12.2024
- Developed and implemented benefit programs to meet company objectives.
- Analyzed current benefits plans, evaluated trends, and recommended changes to ensure cost-effectiveness.
- Facilitated employee meetings regarding benefit plan options and enrollment processes.
- Assisted employees with questions related to their benefits packages or enrollments.
- Managed the annual open enrollment process including communication of available coverage options.
- Created detailed reports on benefit program utilization, costs, and effectiveness.
- Researched new vendor options for health care coverage and other benefits offerings.
- Coordinated with vendors to ensure that all services are provided as agreed upon in contracts.
- Maintained accurate data records of employee benefit files and updated systems as needed.
- Communicated regularly with employees regarding changes in their plans or eligibility status.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
- Checked accuracy and completeness of benefits applications and documents.
- Performed in-depth investigations into personal backgrounds of applicants.
- Administered employee insurance, pension and savings plans, working with insurance brokers and plan carriers.
Collections Agent
American Honda Finance
Alpharetta, Georgia
01.2024 - 04.2024
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Researched customer accounts for any discrepancies or outstanding payments.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
- Provided guidance on legal matters concerning collection procedures.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Resolved complex issues that arose during the collections process.
- Attended weekly meetings with internal departments to discuss progress on collections efforts.
Education
Associate of Arts - Interior Design
Bauder College
05-2002
Skills
- Customer Service
- Patient Education
- Quality Assurance
- Appointment Scheduling
- HIPAA Compliance
- Registration management
- Insurance Verification
- Problem-Solving
- Multitasking and Organization
- Scheduling Diagnostic Procedures
- Phone and Email Etiquette
- Eligibility Determination
- Team Collaboration
- Money Handling
- Call Screening
- English Fluency
- Verbal and Written Communication
- Regulatory Compliance
- Information Collection
- Patient Registration
- Friendly and Outgoing
- Payment Processing
- Computer Literate
- Protect Sensitive Information
Timeline
Patient Services Representative
Benevis
05.2024 - Current
Collections Agent
American Honda Finance
01.2024 - 04.2024
Senior Benefits Specialist
Willis Towers Watson's One Exchange
08.2017 - 12.2024
Associate of Arts - Interior Design
Bauder College
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