Monique Burns
Manteca,CA
Summary
Experienced Office Management and Administration Professional with 20+ years of experience, committed to elevating client satisfaction and streamlining operations. Proven expertise in relationship management, performance enhancement, and sales strategy development. Renowned for exceptional organizational, written, and communication skills, and a track record of excelling as a collaborative team player. Skilled in optimizing productivity, efficiency, and service quality across various functions. Proficient in working with cross-functional teams to achieve operational and service excellence, driving success in dynamic and challenging environments.
Overview
24
24
years of professional experience
Work History
Office Manager
BGD Psychological Services
11.2021 - Current
- Provide exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintain accurate financial records by completing medical billing and bi-weekly payroll accurately and on time.
- Reconcile accounts payable/receivable transactions regularly to ensure balanced budgets.
- Coordinate office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Supervise front office administrative staff and interns, ensuring effective team performance.
- Manage client rescheduling, cancellations, and waitlist requests with professionalism and efficiency.
- Resolve conflicts with tact and professional diplomacy.
- Track and reconcile outstanding invoices for individual and corporate services.
- Document and develop training manuals and protocols for all staff positions.
- Coordinate and monitor employee onboarding, training, and offboarding processes.
- Maintain personnel files, monitor licensure, HIPAA compliance, and professional development opportunities for clinicians.
- Coordinate meetings, track important tasks and deadlines, and often control access to the CEO.
- Manage miscellaneous professional tasks for the CEO as assigned, including booking services, managing catering, coordinating social activities, philanthropy, research involvement, etc.
- Manage our referral directory, ensuring up-to-date and comprehensive resources.
Mental Health Resource Coordinator
Mental Health and Addiction Services - Outpatient
05.2019 - 11.2021
- Provide information to patients needing assistance in the mental health system and offer resource support to individuals interested in learning about community health resources.
- Promote services throughout the community by serving as a liaison with service providers, community groups, senior programs, local schools, youth programs, and other organizations.
- Create and implemented a community referral resources database that includes various levels of care within mental health and addiction services, utilized by staff to support patients in finding needed providers of care.
- Network with staff and outside resources to meet the appropriate needs of patients referred by providers, including scheduling for assessments, financial counseling, support groups, transportation, and accommodation.
- Maintain referring provider records on the volume of services, including organizational information, number of support hours, and clients' requested resources.
Patient Access Coordinator
Behavioral Health Services- Outpatient
06.2017 - 05.2019
- Coordinate scheduling for patients, providers, and therapists.
- Obtain, verify, and update patient demographic data, including guarantor information.
- Collect co-payments and patients' out-of-pocket expenses.
- Verify insurance benefits and eligibility, manage referrals, and run patient estimates using the Price Estimator Tool.
- Document internal and external referrals.
- Schedule program appointments according to the patient's level of care.
- Support therapists and psychologists by providing patients with program admission information.
- Communicate with program therapists regarding patient treatment and testing results.
- Provide resources for mental health to adults, adolescents, older adults, and moms.
Physician Office Liaison
Silicon Valley Interventional Center
02.2015 - 05.2017
- Coordinate the scheduling of patient procedures and re-verify existing patient insurance coverage.
- Acquire patient demographic information, pre-certification, authorization, copayments, and fees.
- Communicate effectively with patients, visitors, physicians, and teammates.
- Prepare and maintain patient medical records daily.
- Distribute the daily schedule to appropriate team members for review of upcoming patient cases.
- Maintain daily, weekly, and monthly procedure scheduling and cancellation tracking logs.
- Schedule postoperative appointments with hospitals and clinics needed for patient follow-up.
- Serve as a liaison between staff and patients.
Charge Capture Coordinator
Heart & Vascular Institute
12.2014 - 02.2015
- Ensure accuracy and compliance of CPT and ICD-10 codes for medical billing and documentation.
- Research HCPC and Rev Codes.
- Perform research and determine appropriate actions for payment resolution. Write and submit appeals for denied claims.
- Enter data, generate reports, and produce tracking documents.
- Review patients' charts to ensure that the maximum amount of revenue is captured based on reported and documented procedures and supplies.
- Validate and ensure the accurate transfer of charges in STAR HBOC, verifying that the correct charges are billed.
Business Office Rep III
Cath Lab
09.2013 - 12.2014
- Coordinate billing and coding for timely turnover of Interventional Services charges.
- Partner with physicians and nurses to audit charges for omissions and accuracy.
- Collaborate closely with internal and external coding teams for coding, chart audits, and dictations.
- Manage scheduling of cases for Interventional Surgical procedures.
- Supervise billing to ensure accuracy, rapid turnaround, and tracking of volumes.
- Monitor departmental charges and billing daily.
- Serve as a key link between staff, physicians, and other departmental staff such as finance and materials management.
- Assist physicians (Cardiologists, Radiologists, Vascular Surgeons) with imaging requests.
- Support the documentation specialist with missing clinical documentation.
- Work closely with Finance on new procedures and products.
- Assist with any coding and billing issues.
- Support medical staff with the timeliness of dictations.
- Participate in educational opportunities when CMS mandates changes in coding.
- Collaborate with the Materials Management Team on truck stock and obtaining no-charge purchase orders.
Office Assistant IV
Operating Room
05.2000 - 03.2012
- Greet and proficiently check in patients for surgery, and communicate directly with nurses, physicians, patient families, and visitors.
- Complete preparation of patient charts required to support the unit, which may include data collection, maintenance of schedules, worksheets, and forms according to procedure.
- Operate a high-volume phone system and manage daily direct and indirect calls.
- Train new employees and hospital volunteers.
- Train staff on HIPAA regulations and serve as a valuable resource for questions, system problems, and day-to-day functions.
- Proactively use the problem-solving process to identify, prevent, or resolve inter- or intra-departmental problems.
- Certified in Epic as a Super User.
Education
No Degree - Pharmacy Technology
Sawyer College
Santa Clara, CASkills
- EPIC- Certified as a Super User
- Google Suite
- Microsoft Office Suite
- Tracemaster - Echocardiogram
- McKesson CVIS - Horizon Cardiology
- McKesson Star HBOC
- Siemens Syngo & PacsCube
- Zirmed/Availity (claims management)
- Passport (insurance verification)
- Thrizer
- Slack
- Typeform
- Canva
- Fellow
Accomplishments
- Recognized by El Camino Hospital for Employee of the Month September 2021
References
References available upon request
Timeline
Office Manager
BGD Psychological Services
11.2021 - Current
Mental Health Resource Coordinator
Mental Health and Addiction Services - Outpatient
05.2019 - 11.2021
Patient Access Coordinator
Behavioral Health Services- Outpatient
06.2017 - 05.2019
Physician Office Liaison
Silicon Valley Interventional Center
02.2015 - 05.2017
Charge Capture Coordinator
Heart & Vascular Institute
12.2014 - 02.2015
Business Office Rep III
Cath Lab
09.2013 - 12.2014
Office Assistant IV
Operating Room
05.2000 - 03.2012
No Degree - Pharmacy Technology
Sawyer College
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