Monique Jones

• Oversaw secure transfer of patient records to other health care providers to support requests and authorizations.
• Evaluated requests for information and maintained and tracked releases to comply with federal and state laws.
• Developed and implemented record storage and retrieval system to comply with record retention laws and maintain accessibility.
• Reviewed open and closed records to comply with medical record documentation policies and reported findings to nursing services director.
• Created and maintained safeguards against unauthorized access and use of computer-based medical records.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

-Processed applications for social security and or social security disability benefits.

-Conducted phone interviews with claimants to process applications

-Checked status of completed applications

-Contacted physicians, specialist, schools and employers for records

• Provided exceptional customer service when responding to patient inquiries about reimbursement status and procedures.
• Identified trends in reimbursement denials, recommending process improvements to minimize future occurrences.
• Supported company objectives by maintaining compliance with all relevant state and federal regulations governing medical billing practices.
• Advanced internal communication channels by sharing best practices among colleagues, fostering an environment of continuous learning and improvement.
• Maintained comprehensive knowledge of healthcare billing practices, staying current on industry updates and changes in regulations.
• Coordinated with insurance providers to verify customer's policy benefits in relation to claims.
• Maintained patient confidentiality by adhering to strict HIPAA guidelines when handling sensitive information.

Customer quality specialist verified patient insurance, entered patient records, collection of payments, benefit eligibility,

• Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
• Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
• Reduced errors in patient data entry with thorough verification processes and attention to detail.
• Completed intake assessment forms and filed clients' charts.

• Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
• Reduced churn rate by developing personalized retention strategies for high-risk clients.
• Adhered to appropriate legal scripting when required.
• Championed a company-wide initiative focused on creating a culture of exceptional customer service delivery across all departments.