Monica Johnson
Houston
Summary
Professional with experience in billing and account management. Skilled in handling complex billing issues, ensuring accuracy, and meeting deadlines. Strong focus on team collaboration and adaptability to changing needs. Reliable communicator and problem-solver with proficiency in billing software, customer service, and financial reconciliation. Prepared to deliver results and contribute effectively in fast-paced environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Billing Representative
Liberty Mutual Insurance/ Safeco
2025.02 - 2026.05
- Collaborated with customers and agents to troubleshoot billing concerns and implement necessary account modifications.
- Managed account reconciliations to ensure accuracy of financial records.
- Collaborated with cross-functional teams to streamline billing procedures.
- Analyzed billing discrepancies and implemented corrective measures to enhance accuracy.
- Reviewed and solved account and billing discrepancies.
- Facilitated smooth departmental operations through cross-training in various roles, providing backup support as needed.
- Collaborated closely with sales and customer service teams to ensure seamless communication and issue resolution.
- Managed 40- 60 calls per day.
Warehouse Associate
Amazon.com
2022.01 - 2025.01
- Facilitated efficient inventory control through careful placement and stowing of items to optimize storage space.
- Operated forklifts and pallet jacks to efficiently move inventory throughout warehouse.
- Implemented safety protocols to minimize workplace accidents and ensure compliance with regulations.
- Collaborated with team members to streamline order fulfillment processes, enhancing overall efficiency.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
Front Desk Coordinator
Texas Interventional Pain Specialists
2023.08 - 2024.12
- Oversaw appointment scheduling for prior authorizations to streamline patient flow. Managed patient check-in and check-out processes to ensure operational efficiency. Directed insurance verification efforts while handling incoming phone communications. Fostered a positive customer service environment to support patient needs.
- Managed patient scheduling and coordinated appointments using electronic health record systems.
- Facilitated communication between medical staff and patients, ensuring timely responses to inquiries.
- Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
- Successfully managed challenging situations involving guest complaints or issues by employing excellent problem-solving skills.
- Read and responded to emails, answered telephone calls on multi-line phone system and transferred callers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Streamlined front desk operations, enhancing patient flow and reducing wait times significantly.
Claims Representative
Harvard Pilgrim Healthcare
2023.07 - 2024.04
- Assist providers with all aspects of claims.
- Remote
- Reviewed and processed claims for accuracy and compliance with healthcare regulations.
- Collaborated with providers to resolve discrepancies and improve claims processing efficiency.
- Investigated claim issues thoroughly, ensuring timely resolution and customer satisfaction.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Conducted detailed investigations into suspicious claims, reducing instances of fraud.
- Managed 40-60 claims per day.
Customer Service Representative
Foundever/Sitel- State Farm
2023.04 - 2023.07
- Handle customer inquiries in reference to State Farm customers. Assisted customers with insurance inquiries, renewals and requisitions. Help to retain customers, assist agents and offices. Retain property and casualty licenses for personal lines. Retain licenses for 10 states( Texas, California, Michigan, Louisiana, Georgia, New Jersey, Maryland, Pennsylvania, Ohio, and Tennessee)
- Remote
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Guided customers in navigating insurance policies and claims processes efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
iQor
2016.01 - 2022.11
- Assist customers with various issues and questions regarding their accounts and worked on various campaigns.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Handled 60-100 calls per day.
Medical Billing Specialist
Priority One EMS LLC
2012.08 - 2015.09
- All aspects of the billing process, Insurance verifications, Prior Authorizations
- Responsibilities
- Accomplishments
- I got the owner to implement a new EMR because the current soft ware was old and outdated.
- Skills Used
- MediSoft EMR, Practice Partner EMR, Microsoft suite, Typing, Data Entry, Filing, Back up receptionist
Healthcare Customer Service Representative
United Healthcare
2010.12 - 2011.08
- Assist members with questions and changes in their insurance policy. Mostly working with the Medicaid sector. Data entry and handle high volume of calls.
- Customer Service Professional
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Managed complex healthcare issues, coordinating with medical staff to resolve concerns efficiently.
- Facilitated patient inquiries, ensuring clarity and prompt responses to enhance customer satisfaction.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Handled between 60-80 calls per day.
Education
Medical Billing And Coding - Medical Billing and Coding
Academy of Healthcare Professions
Houston2006-08
High School Diploma -
Westbury Christian School
Houston1997-05
Skills
- Revenue cycle management
- Audit procedures
- Account management
- Medical records management
- Insurance claims
- Medical billing and coding
- EMR / EHR
- HIPAA compliance
- Billing systems and software
- Claims processing
- Patient account management
- Insurance verification
Certification
- Medical Coding Certification
- Property & Casualty License
- April 2023 to October 2025
- Insurance Producer License
- Personal lines- Property and casualty
- Driver's License
Languages
English
Timeline
Billing Representative
Liberty Mutual Insurance/ Safeco
2025.02 - 2026.05
Front Desk Coordinator
Texas Interventional Pain Specialists
2023.08 - 2024.12
Claims Representative
Harvard Pilgrim Healthcare
2023.07 - 2024.04
Customer Service Representative
Foundever/Sitel- State Farm
2023.04 - 2023.07
Warehouse Associate
Amazon.com
2022.01 - 2025.01
Customer Service Representative
iQor
2016.01 - 2022.11
Medical Billing Specialist
Priority One EMS LLC
2012.08 - 2015.09
Healthcare Customer Service Representative
United Healthcare
2010.12 - 2011.08
Medical Billing And Coding - Medical Billing and Coding
Academy of Healthcare Professions
High School Diploma -
Westbury Christian School
Additional Information
Authorized to work in the US for any employer