Monica Muniz
Garland
Summary
Dynamic professional with a proven track record at Covenant Medical Group, excelling in payment processing and debt counseling. Skilled in negotiation techniques and customer service, I enhanced collections efficiency and maintained strict confidentiality. Adept at record keeping, I implemented strategic approaches that improved client satisfaction and operational effectiveness.
Overview
12
12
years of professional experience
Work History
Patient Service Representative/Scheduler
Texas Tech Health Science Center Combest Central
07.2023 - 03.2025
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Used Software to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Entered patient demographic and insurance data into electronic medical record system.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Adapted scheduling methods to fit unique demands of diverse projects, demonstrating flexibility and innovative thinking.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Associate Billing Collections Rep/Medical Records
Covenant Medical Group
03.2018 - 07.2023
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Resolved challenging situations with friendly but firm strategies.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
- Processed payments and applied to customer balances.
- Recorded all information regarding financial status of customers.
- Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.
- Worked with customer to create debt repayment plan based on current financial condition.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Excellent communication skills, both verbal and written.
- Reviewed and sent medical records to other physicians upon request.
- Enhanced patient care by efficiently managing medical records, appointment scheduling, and insurance verification.
- Enhanced office organization by maintaining meticulous medical records and ensuring timely filing of documents.
- Enhanced patient privacy by diligently maintaining and updating confidential medical records.
- Reviewed medical records and data after locating, retrieving and sending it to appropriate places.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Processed both outgoing and incoming requests for medical records from multiple sources.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
- Evaluated incoming prescriptions from optometrists for accuracy before dispensing eyewear to prevent potential errors or dissatisfaction.
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Conducted thorough frame adjustments to ensure optimal comfort, fit, and functionality for each customer.
- Educated clients about how to adapt to, wear, and care for eyeglasses.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Managed check-in and check-out procedures, verified patient information, and submitted lens orders.
- Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
- Implemented customer feedback system to gather insights on service improvement, leading to enhanced customer service protocols.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Collaborated with optometrists to develop tailored vision care plans, addressing each patient''s unique visual needs.
- Boosted revenue growth by cross-selling additional products and services, such as lens cleaning solutions or protective eyewear accessories.
Optician
Visionmart Express
03.2013 - 03.2018
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Evaluated incoming prescriptions from optometrists for accuracy before dispensing eyewear to prevent potential errors or dissatisfaction.
- Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
- Processed insurance claims to secure payments for ophthalmic procedures.
- Troubleshot issues with prescription eyewear, offering swift resolution to maintain customer satisfaction levels.
- Maintained up-to-date prescription information by regularly reviewing patient records.
- Boosted revenue by promoting the advantages of diverse lens coatings, frame designs, and materials to clients.
- Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
- Ensured understanding of correct practices for handling and preserving vision aids.
- Conducted thorough frame adjustments to ensure optimal comfort, fit, and functionality for each customer.
- Maintained a clean and organized store environment, ensuring optimal product display and easy access for customers.
- Collaborated with optometrists to verify prescriptions and ensure accuracy in lens dispensing, maintaining high-quality standards.
- Streamlined appointment scheduling and follow-up processes, improving operational efficiency and customer satisfaction.
Education
Associate In Physical Therapy - Physical Therapy
Wayland Baptist University
Lubbock, TXSkills
- Payment processing
- Debt counseling
- Negotiation techniques
- Collection reporting
- Customer service
- Record keeping
- Communication skills
- Collections
Timeline
Patient Service Representative/Scheduler
Texas Tech Health Science Center Combest Central
07.2023 - 03.2025
Associate Billing Collections Rep/Medical Records
Covenant Medical Group
03.2018 - 07.2023
Optician
Visionmart Express
03.2013 - 03.2018
Associate In Physical Therapy - Physical Therapy
Wayland Baptist University
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