Monica Villasenor
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 7+ years of relevant work experience to your team.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
Advocate Health Care
07.2021 - 07.2023
- Managed approximately 30-50 incoming calls per day
- Actively listened to callers and responded with empathy to build rapport and understanding
- Resolve patient concerns using information located in EPIC
- Document patient accounts following each encounter
- Decipher CPT codes and Diagnosis codes
- Determine how claims were paid by understanding adjudication process and interpreting Explanation of Benefits
Patient Service Charge Representative
Annuity Health
10.2017 - 06.2021
- Oversaw, assisted, and trained groups of 10-15 representatives
- Quality control
- Monitored Productivity
- Delegated tasks daily
- Reviewed billing records and claims to identify errors
- Handled Patient Escalations, 1-5 per day
- Completed reports
- Analyzed cash and inventory trends
Service Representative
BMO Harris Bank
08.2016 - 10.2017
- Updated account information to maintain customer records.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Cross sold products to already existing customers
- Processed 45+ transactions daily
- Handled cash in assigned drawer and branch vault.
Recruiter Coordinator
Flexible Staffing Services
06.2015 - 08.2016
- Partnered with 5-8 clients to ascertain hiring needs and subsequently provide candidate recommendations.
- Assisted with writing job postings and job descriptions for boards.
- Advocated for staff members, helping to identify and resolve conflicts.
- Oversaw and managed on-boarding processes and programs to successfully integrate new, transferred, and promoted employees.
Education
Associate of Applied Science - Business Administration
Joliet Junior College
Joliet, IL12.2024
Skills
- Customer Service
- Phone Etiquette
- Software: Microsoft Office, EPIC Healthcare Systems, Availity, Onesource, Enhance, Touchpoint, ABC Cloud
- Bilingual in Spanish
- Typing 65 wpm
- Attention to detail
- Team Player
- Empathetic, great listening skills
- Quick learner
- Excellent time management
- Prioritizing tasks
- Ability to multitask and works well under pressure
Accomplishments
- Achieved a certificate of completion of the Business Core program Joliet Junior College
- Alongside my director with Annuity Health, I contributed to creating an escalation report that is now utilized daily to help push through inventory and close accounts.
Timeline
Patient Service Representative
Advocate Health Care
07.2021 - 07.2023
Patient Service Charge Representative
Annuity Health
10.2017 - 06.2021
Service Representative
BMO Harris Bank
08.2016 - 10.2017
Recruiter Coordinator
Flexible Staffing Services
06.2015 - 08.2016
Associate of Applied Science - Business Administration
Joliet Junior College
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