Monica Maas
Deer Park,IL
Summary
Specialist in patient service coordination with a proven track record at Enhabit Home Health & Hospice. Achievements include enhancing customer relations and streamlining EDI processing, resulting in improved operational efficiency and patient satisfaction. Expertise in financial tracking and fostering team collaboration ensures exceptional service delivery in demanding environments.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Patient Service / Intake Coordinator (PSC/IC)
Enhabit Home Health & Hospice.
Des Plains, USA
01.2025 - Current
- Reporting to the Branch Director. Challenged with serving as the primary contact for patient intake and service coordination, ensuring smooth onboarding and high-quality customer service.
- Facilitate communication between patients, families, clinical staff, and external partners to ensure efficient and accurate patient care delivery.
- Provide strong organizational, clinical knowledge, and workflow skills to support patients, families, and interdisciplinary care teams while maintaining compliance with regulatory standards.
- Collect and verify patient demographic, insurance, and medical history information. Ensure accuracy and completeness of all intake documentation.
- Coordinate scheduling of patient visits, clinician assignments, referrals, and authorizations required for home health or hospice services.
- Serve as liaison between interdisciplinary teams (clinical, nursing, physical therapy, social services) to ensure all patient needs are addressed.
- Maintain accurate records in Home Care Home Base (HCHB) systems; input data, track progress, and ensure timely updates.
- Follow federal, state, and organizational regulations (HIPAA, Medicare/Medicaid rules, etc.) and enforce compliance in all intake and patient service processes.
- Manage incoming calls, messages, and inquiries; respond professionally, escalate issues when needed.
- Provide education to patients/families about programs, benefits, care plans, and agency policies.
- Monitor patient flow, wait times, and scheduling to identify delays or issues; propose and implement improvements.
- Handle insurance verification, pre-authorization, and billing coordination to support smooth claims processing.
- Facilitate administrative and financial tasks in support of department operations.
- Assist in resolving patient complaints or concerns; ensure excellent patient satisfaction and follow up when needed.
- Support quality assurance efforts: audits, tracking metrics, reporting on intake KPIs and outcomes.
EDI / Inventory order Processor
AB Distributing.
Arlington Heights, USA
01.2021 - Current
- Responsible for daily operational tasks to ensure the smooth processing of customer sales orders, invoices, and execution of related documents associated with the EDI process.
- Ensure that all price discrepancies are identified, unknown codes are resolved, parts are created correctly, and sales orders are distributed to the correct internal team members on a timely basis.
- Use EDI application (Syspro) dashboard to correct any unknown items in system.
- Responsible for the end-to-end order fulfillment processes for orders received via EDI Syspro system.
- Handle internal customer inquiries, updating records and processing EDI orders promptly and accurately.
- Batch print sales orders and distribute orders per the company's SO distribution procedures.
- Maintain communication with internal/external partners to insure no interruptions.
- Monitor and import EDI transactions at regular intervals daily.
- Process the imported transactions by trading partner.
- Identify price discrepancies, research part information, and create part numbers as needed via Syspro system.
- Work with sales team to identify any discrepancies found in customer orders.
Office Manager
Dr. Lammers Psychiatry.
Vernon Hills, USA
11.2020 - 08.2021
- Responsible for the day-to-day operations of the medical office, including patient registration process, organization and maintaining of medical records as well as handling of AP/AR billing, patient scheduling and developing and implementing office policies and procedures.
- Managed office operations while scheduling appointments for patients.
- Maintained computer and physical filing systems.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Coordinated patient flow as well as the patient registration process.
- Confirmed and processed patient prescriptions.
- Managed the inventory of office and medical supplies.
- Maintained compliance regarding HIPAA privacy rules.
Customer Service Associate
Vyaire Medical Inc.
Mettawa, USA
08.2018 - 12.2019
- Reporting to the customer service manager. Challenged with providing an excellent customer service experience, ensure optimum satisfaction, accurate and timely information to clients via phone and email.
- Helped large volume of customers every day maintaining a positive attitude with a focus on customer satisfaction.
- Provided customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Executed excellent sales floor merchandising and selling.
- Entered orders into ERP system, and printed order shipping labels.
Dedicated Service Representative
Medline Industries.
Northfield, USA
11.2017 - 05.2018
- Reporting to the manager of customer service. Responsible for providing exceptional service to clients via proven ability to resolve complex customer service issues efficiently and effectively, exceeding expectations and building solid relationships.
- Adept at handling high-volume inquiries via phone, email, and live chat while maintaining a positive and professional demeanor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external Spanish speaking customers.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Reviewed customers’ requests and worked with internal departments for follow up as needed.
- Placed orders, tracked shipments, and ensured orders were shipped on-time.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Responded proactively and positively to clients in a fast-paced environment.
- Promptly responded to inquiries and requests from prospective customers.
- Responsible for responding to previously placed orders, locating account numbers, and identifying customer’s rush order needs.
Inside Sales/Customer Service Representative
Screenflex, Inc.
Lake Zurich, USA
01.1999 - 11.2016
- Reporting to the president. Responsible for inside sales and customer service relations. Provided business clients with comprehensive End-to-End solutions.
- Evaluated, recommended, and implemented new business processes and technology that enabled and drove client retention.
- Collaborated directly with clients and clients’ project teams to implement processes and technology that supported various technical and business functions.
- Developed proposals and delivered presentations to support new business accounts.
- Provided professional services which included support for complex design of partition systems.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed all Spanish speaking client requests.
- Created sales order in ERP management system.
- Assisted in planning annual corporate events for clients and company personnel.
- Responded to customer calls for service and entered orders into ERP system.
- Assisted marketing department with developing ad campaigns to increase sales revenues.
- Maintained a knowledge base of evolving company product offerings.
- Improved customer retention by proactively recommending new products to existing client base.
- Increased average customer order size for new customers by understanding needs and recommending the right products.
- Used Microsoft Office tools to track customer experiences, communication, and marketing efforts.
- Maintained and updated customer database.
- Kept accurate records of discussions or correspondence with customers.
- Processed new client accounts, maintained customer accounts, implemented changes to existing accounts, and filing documents and other paperwork.
- Undertook general administrative duties like filing, photocopying and opening mail.
Education
General Studies - Palatine, IL
William Rainey Harper College
Palatine, IL01.1997
Skills
- Relationship management
- Project coordination
- Administrative support
- Electronic data interchange (EDI)
- Teamwork and collaboration
- Organizational planning
- Financial oversight
- Event planning and execution
- Accounts management
- Microsoft Office expertise
Certification
LARC Certified Interpreter
Languages
Bilingual: English / Spanish
Timeline
Patient Service / Intake Coordinator (PSC/IC)
Enhabit Home Health & Hospice.
01.2025 - Current
EDI / Inventory order Processor
AB Distributing.
01.2021 - Current
Office Manager
Dr. Lammers Psychiatry.
11.2020 - 08.2021
Customer Service Associate
Vyaire Medical Inc.
08.2018 - 12.2019
Dedicated Service Representative
Medline Industries.
11.2017 - 05.2018
Inside Sales/Customer Service Representative
Screenflex, Inc.
01.1999 - 11.2016
General Studies - Palatine, IL
William Rainey Harper College