Monique Goodman
San Diego,CA
Summary
Compassionate and detail-oriented Patient Service Representative with 15 years of experience
in healthcare and customer service settings. Proficient in managing patient inquiries, scheduling
appointments, and ensuring a seamless patient experience. Strong communication skills and a
commitment to providing exceptional customer service. Adept at working in fast-paced environments
and collaborating with medical staff to support patient care and operational efficiency.
Overview
17
17
years of professional experience
Work History
Patient Service Representative
San Diego Cardiac Center Medical Group, Inc.
San Diego, CA
10.2023 - Current
- Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
- Maintained accurate patient records by updating personal information, medical history, and insurance details in the EPIC EMR system
- Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
- Educated patients on available resources such as online portals or mobile applications for accessing test results or scheduling appointments
- Collaborated with healthcare providers to coordinate referrals for cardiac clearances or consultations as required
- Assisted with the check-in process by verifying patient demographics, collecting co-pays, and explaining office policies
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
Front Office Manager
Cloud 9 Dental
San Diego, CA
03.2023 - 10.2023
- Answer all phones, verify insurance information, create patient charts, submit basic insurance claims, schedule patient appointments, occasionally help back office staff
CSR - Customer Service Representative
Willis Towers Watson
San Diego, CA
03.2022 - 12.2022
- Performed customer service surveys
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Managed client records
- Answered questions about Healthcare benefits
- Resolved customer information and complaints
- PPO
- HMO
- Healthcare enrollment
Front Desk Agent
Wyndham Garden
Point Loma, CA
11.2016 - 11.2017
- Check-in/out guests, made reservations, took payment for reservations, answered questions of the guests and public, set up housekeeping calls
- Resolved guest issues with creative solutions, escalating major concerns to management
- Interacted kindly with guests, offering assistance and support
- Reconciled daily cash drawers and prepared end-of-day reports
Customer Service Representative
Mor Furniture For Less
San Diego, CA
12.2015 - 06.2016
Customer Service Representative
San Diego Airport Parking
San Diego, CA
- Customer service, answered phones, made reservations, took payment for parking services, check-in new cars, relay customer pick-ups to shuttle drivers
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
Library Aide
City of San Diego
San Diego, CA
06.2007 - 07.2011
- Delivered and retrieved items throughout library by hand or with pushcart
- Maintained library reading area and reference collection, including books, magazines, newspapers, and audio-visual materials
- Utilized library circulation systems to check in and check out library materials
- Facilitated library patrons in locating materials, providing reference services and answering basic questions
Education
Associate of Arts - Culinary Arts
Grossmont College
El Cajon, CA06.2021
Associate of Arts - Baking And Pastry
Grossmont College
El Cajon, CA06.2021
Skills
- Customer Service
- HIPAA Compliance
- Appointment Scheduling
- Patient Intake
- Patient confidentiality
- Scheduling appointments
- Medical insurance
- Office Administration
- Data entry proficiency
- Healthcare industry understanding
Timeline
Patient Service Representative
San Diego Cardiac Center Medical Group, Inc.
10.2023 - Current
Front Office Manager
Cloud 9 Dental
03.2023 - 10.2023
CSR - Customer Service Representative
Willis Towers Watson
03.2022 - 12.2022
Front Desk Agent
Wyndham Garden
11.2016 - 11.2017
Customer Service Representative
Mor Furniture For Less
12.2015 - 06.2016
Library Aide
City of San Diego
06.2007 - 07.2011
Customer Service Representative
San Diego Airport Parking
Associate of Arts - Culinary Arts
Grossmont College
Associate of Arts - Baking And Pastry
Grossmont College
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