Monica Hughley
Carrollton,TX
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
16
16
years of professional experience
Work History
Patient Navigator
Navihealth
05.2022 - Current
- Educated patients on insurance and healthcare plans.
- Assisted patients in scheduling doctor and healthcare appointments.
- Identified barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborated in redeveloping patient treatment goals.
- Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
- Consulted with medical staff and ancillary department to eliminate barriers to delivery of care and identified service delivery problems and potential for patient management intervention.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Entered details into computer systems and managed database of information.
- Coached patients on self-advocacy.
- Organized patient schedules and assisted in planning transportation and payments.
Collections Agent
Consumer Collection Management Inc.
04.2018 - 05.2022
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained compliance with fair debt practices and regulatory guidelines.
- Reached out to approximately 180-200 accountholders daily.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Managed delinquency cycle, including past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Day Baker
Panera Bread
10.2007 - 04.2018
- Cleaned and maintained kitchen equipment and oven.
- Decorated and merchandised quality bakery goods to build business reputation and revenue base.
- Mixed, proofed, shaped and baked dough for baguettes, bagels and other breads.
- Replenished and rotated food items, following correct food cooling and storage procedures.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls and coffee cakes.
- Prepared all pastry items in accordance with standards of quality, quantity control, taste and presentation.
Education
Bachelor of Science - Data Science
University of Phoenix
Tempe, AZ04.2025
Food Services Management
L'Ecole Culinare
St Louis, MO10.2010
Bachelor of Arts - Music Education
Alabama A & M University
Normal, ALSkills
- Payment Collection
- Delinquent Account Management
- Collections Processing
- Appointment Confirmation
- Community Resources
- Reliability and Dedication
- Organization and Time Management
- Punctual and Hardworking
- Confidentiality
- Coordinate Referrals
- Outbound Calling
- Microsoft Excel
- Problem Resolution
- Managing Cases
- Data Entry Accuracy
- Providing Solutions
- Customer Service and Assistance
- Microsoft Office
- Call Center Operations
Timeline
Patient Navigator
Navihealth
05.2022 - Current
Collections Agent
Consumer Collection Management Inc.
04.2018 - 05.2022
Day Baker
Panera Bread
10.2007 - 04.2018
Bachelor of Science - Data Science
University of Phoenix
Food Services Management
L'Ecole Culinare
Bachelor of Arts - Music Education
Alabama A & M University
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