Monica Johnson
Florence,SC
Summary
Motivated and reliable professional with extensive experience in high-pressure environments. Proven ability to multitask and prioritize effectively. Strong communication skills demonstrated in crisis situations across diverse populations. Proficient in engaging with the public and utilizing technology efficiently.
Overview
9
9
years of professional experience
Work History
Unit Secretary
McLeod Regional Hospital Emergency Department
11.2024 - Current
- Provided administrative support to medical staff, including physicians, nurses, and allied health professionals, in a fast-paced clinical unit.
- Managed patient admissions, discharges, and transfers; accurately maintained patient records in accordance with HIPAA guidelines.
- Answered phones, relayed messages, and coordinated communication between departments to ensure efficient care delivery.
- Scheduled patient tests, procedures, and consultations while verifying insurance and authorizations when needed.
- Maintained unit supplies and equipment, submitting orders and tracking inventory.
- Ensured timely and accurate documentation of physician orders and updated electronic medical records (EMR).
- Supported ER with a strong focus on organization, attention to detail, and patient confidentiality.
CPS Case Manager - Investigations
Department of Social Service
03.2024 - 06.2025
- Managed a caseload of [number] families, ensuring child safety, well-being, and permanency in compliance with state and federal laws.
- Conducted home visits, risk assessments, and interviews to investigate allegations of abuse or neglect.
- Developed and monitored family service plans to address issues such as substance abuse, mental health, or domestic violence.
- Collaborated with law enforcement, medical professionals, schools, and legal personnel to coordinate services and advocate for child welfare.
- Prepared detailed documentation, court reports, and testified in legal proceedings as needed.
- Maintained accurate case records and ensured timely data entry into state systems.
Customer Service Specialist (Remote)
Apria
02.2023 - 03.2024
- Handle continuous work volume by interacting with patients and referrals via (inbound & outbound) phone calls, email, fax, chat, text, web inquiries, and other electronic sources.
- Receive and process order requests from referrals for durable medical equipment and healthcare services.
- Provide accurate information and updates as related to new orders, resupplies, pickups, and/or exchanges.
- Demonstrate professionalism and provide high quality service when interacting with patients, caregivers, and/or referrals.
- Resolves patient/referral complaints and escalations with urgency by the identifying problem, troubleshooting of equipment and/or coordinating appropriate corrective action.
- Assess patient and referral needs, identify satisfactory resolution, and provide high quality customer service.
- Comply with and adhere to all regulatory compliance areas, policies and procedures, and best practices.
- Follow quality program guidelines and procedures for all transactions to ensure that we give the best service to all customers.
- Performs other duties as required
Accounts Receivable Specialist (Remote)
LabCorp
01.2023 - 03.2024
- Performs processing of account receivable payments by means of data entry and / or computer-based macros while maintaining department standards and quality expectations.
- Areas of responsibility may include but are not limited to research, communication, balancing, running macros, reporting and denial code translation per documented SOP’s.
Patient Financial Coordinator
McLeod Regional Medical Center
02.2022 - 12.2023
- Superior knowledge of insurance payers and medical terminology including clinical documentation, ICD-10 code(s) and CPT code(s).
- Proactively completing the assigned pool of patients initiating and finalizing the authorization with the patient payer(s). This includes submitting authorization requests via telephone, facsimile or via the payer web portals.
- Proactive and frequent communication with Case Management, physician practices, etc. to ensure the patient is worked timely.
- Detailed documentation of all patients worked including Caller ID, if applicable, validity dates, the authorization number, if pending/explanation or denied/explanation.
- Should authorization be denied, proactive outreach to procedural Scheduling and/or facility Financial Counselor so patients can be rescheduled and/or financial terms discussed.
- Excellent follow through ensuring that patients with pending authorizations are checked again next business day and thereafter until the authorization is secured.
- Willingly assists others to ensure all patients are worked in a timely manner at least 5 business days prior to date of service.
- Proactively investigates and researches issues at a high level to ensure the patient has been financially vetted thereby ensuring patient satisfaction and hospital reimbursement.
- Engages the physician practices, when needed, if peer-to-peer is required or additional clinical documentation is needed by the payer.
- Maintains a professional image and exhibits excellent customer relations to patients, visitors, physicians, and co-workers in accordance with our Service Excellence.
Administration
Insurance Care Direct
01.2017 - 02.2022
- Produce and distribute correspondence memos, letters, faxes and forms
- Provide information by answering questions and requests
- Carry out administrative duties such as filing, typing, copying, binding, scanning etc.
- Write letters and emails on behalf of other office staff
- Handle sensitive information in a confidential manner
- Reply to email, telephone or face to face enquiries
- Answer telephone calls and pass them on
Education
Bachelor of Criminology - Minor of Social Work
Florida Atlantic University
Boca Raton, FL12.2023
Skills
- Interpersonal and customer service skills
- Critical thinking
- Time management and organization
- Microsoft Office proficiency
- Team collaboration
- OSHA and HIPAA knowledge
- Clerical support
- Strong organization
- Incoming call reception
- Customer service
- Appointment scheduling
- HIPAA compliance
- Patient chart maintenance
- Patient scheduling
- EMR / EHR
- Medical office administration
- Patient scheduling expertise
- Medical records maintenance
- Patient data confidentiality
- Patient records maintenance
- Appointment setting
- Detail-oriented approach
- Insurance verification
- Medical records management
Timeline
Unit Secretary
McLeod Regional Hospital Emergency Department
11.2024 - Current
CPS Case Manager - Investigations
Department of Social Service
03.2024 - 06.2025
Customer Service Specialist (Remote)
Apria
02.2023 - 03.2024
Accounts Receivable Specialist (Remote)
LabCorp
01.2023 - 03.2024
Patient Financial Coordinator
McLeod Regional Medical Center
02.2022 - 12.2023
Administration
Insurance Care Direct
01.2017 - 02.2022
Bachelor of Criminology - Minor of Social Work
Florida Atlantic University
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