Monica Jones
Houston,TX
Summary
Extremely motivated individual looking to obtain a Clinical, Administrative, or Operational position. Utilizing career knowledge, training, and experience has provided the strongest capability in the administrative field. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Authorized to work in the US for any employer.
Overview
8
8
years of professional experience
Work History
Patient Relations Representative III
Memorial Hermann Pearland Hospital
03.2022 - Current
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Kept current with literature and felid advancements to advocate to and for patients.
- Skilled at working independently and collaboratively in a team environment
Patient Access Representative III
TIRR Memorial Hermann, KIRBY GLEN
11.2018 - 03.2022
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
- Explained policies, procedures and services to patients.
- •Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.
- •Functions as a team leader in the department by ensuring daily processes are complete, scheduling employees, providing answers to employee questions and assisting in employee orientation and training.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Stayed calm under pressure to and successfully dealt with difficult situations
Telecommunications Operator
Memorial Hermann Hospital(TMC)
05.2016 - 11.2018
- Tasks: Operate PBX switchboards to facilitate connections.
- Relay critical information to medical doctors and or administrators.
- Manage emergency calls.
- Assist patients and medical staff in establishing telephone calls.
- Managed communication system to assist callers with questions.
- Operate as receptionist to assist patients, medical staff, and visitors when needed.
- Manage all directory assistance queries.
- Page Doctors and all other employees Daily Announce codes for all emergencies.
- Managed telephone communication system and provide information to callers, log messages, or transfer calls to appropriate individuals.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Greet visitors or callers and handle their inquiries or direct them to appropriate person according to their needs.
- Perform inquiry searches for Medical staff.
PBX Operator, PBX Operator
PARK PLAZA HOSPITAL
11.2015 - 05.2016
- Includes the following tasks:.
- Operate PBX switchboards to facilitate connections.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate person according to their needs.
- Relayed critical information to medical staff.
- Managed emergency calls.
- Assist callers with other questions.
- Assist patients or staff members to make local or long-distance calls, provide customers with area codes, telephone numbers, and any other information needed.
- Facilitate person-to-person calls.
- Route emergency calls appropriately.
- Manage and monitor the automated system to screen any callers placing unauthorized collect calls.
- Perform receptionist functions as needed.
- Manage all directory assistance queries.
- Page Doctors and all other employees Daily Announce codes for all emergencies.
- Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
Customer Service Rep III
CITY OF HOUSTON
05.2014 - 06.2015
- Accurately use INTEGRATED LOGISTICS MANAGEMENT SYSTEM (ILMS) to record project data and printing up drop off receipt and sales orders for Plan Review fees.
- Assist customers with getting their plans submitted in for review by a Plan Analyst.
- Educate customers on what documents to fill out before plans could be submitted for review.
- Retrieve approved or rejected building plans from plan library to return to customers.
- Transfer calls to proper departments in a timely manner.
Education
High school diploma -
Penn Foster High School
Medical Billing Diploma in Medical - Medical Insurance Coding
Remington College
HoustonBachelor of Science - Health Information Management
WGU
Online02.2025
Skills
PBX (2years) HIPAA Medical Scheduling (3) Multi-line Phone Systems Inpatient/Outpatient Experience (7)
- Customer Relations
- Patient and Family Liaison
- Billing Issue Resolution and Support
- Clerical and Filing Support
- Outbound Calling
- Appointment Confirmation
Timeline
Patient Relations Representative III
Memorial Hermann Pearland Hospital
03.2022 - Current
Patient Access Representative III
TIRR Memorial Hermann, KIRBY GLEN
11.2018 - 03.2022
Telecommunications Operator
Memorial Hermann Hospital(TMC)
05.2016 - 11.2018
PBX Operator, PBX Operator
PARK PLAZA HOSPITAL
11.2015 - 05.2016
Customer Service Rep III
CITY OF HOUSTON
05.2014 - 06.2015
High school diploma -
Penn Foster High School
Medical Billing Diploma in Medical - Medical Insurance Coding
Remington College
Bachelor of Science - Health Information Management
WGU