Monique Batiest
Gilbert,AZ
Summary
Detail-oriented healthcare professional experienced in managed care and claims processing. Skilled in addressing customer inquiries, collaborating with medical teams, and enhancing service delivery. Focused on schedule coordination and accuracy, with a proven ability to adapt to changing needs while delivering reliable results.
Overview
11
11
years of professional experience
Work History
Pediatric Neurosurgery Scheduler
Phoenix Children's Hospital
Remote
02.2023 - Current
- Coordinates patient scheduling for large specialty practice.
- Manages incoming calls, emails, and faxes daily.
- Executes insurance verification and referral management to facilitate patient access to necessary services.
- Implements scheduling software features to streamline appointment management and reduce conflicts.
- Trains new staff on scheduling systems, fostering adherence to hospital protocols and best practices for improved operational consistency.
Customer Experience Representative
Molina Healthcare
Remote
05.2021 - 09.2022
- Managed 50+ inbound customer inquiries daily via phone and email, resolving issues with timely responses.
- Documented patient interactions and ensured data integrity.
- Delivered exceptional customer service while managing complex case escalations, ensuring timely resolutions and compliance with regulations.
- Collaborated with cross-functional teams to enhance initiatives for improved customer satisfaction.
Customer Service Team Lead
Optum Healthcare
Remote
10.2020 - 02.2021
- Provided leadership support to the Customer Service team of 12.
- Analyzed and resolved complex claims and benefit contract issues for members and providers, enhancing service quality.
- Monitored staff metrics to identify performance trends and foster a collaborative environment.
- Developed training programs for new staff, improving onboarding efficiency and team performance.
Payment Resolution Specialist
Trinity Health
Remote
09.2019 - 10.2020
- Processed over 80 claims daily.
- Managed denials and appeals, optimizing resolution strategies to expedite claim resolutions.
- Updated upper management on billing status through detailed reports, enhancing visibility into claim processes.
- Coordinated with healthcare providers to facilitate accurate billing and ensure timely collections of patient accounts.
Claims Reimbursement Specialist
Aerotek: Recruiting And Staffing
Mesa, AZ
06.2018 - 07.2019
- Analyzed complex claims data to ensure accurate reimbursement, identifying discrepancies to resolve issues and expedite payments.
- Made contact with insurance carriers to discuss claims as needed.
- Collaborated with healthcare providers to resolve billing issues and ensure timely payments.
Claims Analyst
Centene Corporation
Tempe, AZ
12.2017 - 05.2018
- Reviewed and adjudicated 50 claims daily, identifying discrepancies and resolving issues efficiently.
- Analyzed claims data for compliance with regulatory requirements and internal policies, supporting organizational integrity.
- Analyzed and resolved complex claims issues to ensure accurate processing and compliance with regulations.
- Collaborated with cross-functional teams to streamline claims processing workflows and improve operational efficiency.
Team Lead/Senior Patient Service Representative
TriWest Healthcare Alliance
Tempe, AZ
08.2015 - 08.2016
- Processed healthcare authorizations approved by VA (Veterans Administration) daily, for the purpose of obtaining medical services.
- Coordinated 40 patient appointments daily.
- Educated patients on VA health plan benefits and coverage options, ensuring clear understanding of eligibility requirements.
- Trained and mentored junior staff on customer service protocols and system navigation.
Education
BBA - Healthcare Administration
Davenport University
Grand Rapids, MISkills
- Referral management
- Revenue Cycle
- HIPAA Compliance
- Medical Terminology
- EPIC
- Microsoft Office Suite
- Data Entry
- Call Center Operations
- Customer Service
- Team Leadership
- Problem-solving
- CRM software
Timeline
Pediatric Neurosurgery Scheduler
Phoenix Children's Hospital
02.2023 - Current
Customer Experience Representative
Molina Healthcare
05.2021 - 09.2022
Customer Service Team Lead
Optum Healthcare
10.2020 - 02.2021
Payment Resolution Specialist
Trinity Health
09.2019 - 10.2020
Claims Reimbursement Specialist
Aerotek: Recruiting And Staffing
06.2018 - 07.2019
Claims Analyst
Centene Corporation
12.2017 - 05.2018
Team Lead/Senior Patient Service Representative
TriWest Healthcare Alliance
08.2015 - 08.2016
BBA - Healthcare Administration
Davenport University