Monique Kilgore

Contracted by Bulfinch Temporary Service to perform multiple Patient Service Coordinator positions at Mass General Hospital

Patient Service Coordinator II- Temporary (April 2025-present)

• Primary contact for clients scheduling GI procedures and addressing inquiries.
• Provides procedural information through phone, patient gateway, and email communication channels.

Administrative Assistant III- Temporary (January 2025- April 2025)

• Scheduled plastic surgery cases in Epic, answered phone inquiries, set up workers compensation cases, coordinated clinic documents and assisted patients in check out during clinic.

Administrative Assistant III- Temporary (November 2024- January 2025)

• A surgical scheduler for the Chief Medical surgeon of Gastrointestinal and Oncologic Surgery, and Vice Chair of Research managing doctor calendars, scheduling appointments for post op and virtual office visits
• Sent surgery brief operative notes and clinic notes to the patients care team

Patient Service Coordinator II-Temporary (April 2024-November 2024)

• A liaison for communication between the ordering clinicians, responding clinicians and Radiologist to acknowledge Critical and Urgent Alerts
• Scheduled 3D CT exams and ran 3D status reports

Staff Assistant III – Temporary (November 2023-April 2024)

• Scheduled doctor appointments for patients for Pulmonary procedures
• Checked in patients, answered phones, sent faxes, requested CDs for doctor review, and coordinated visiting nursing services.

• Edited reports and authored monthly and grantee summaries.
• Assisted in strategic planning for contract deliverables.
• Approved invoices and created stipend check requests for advisory council members.

Contracted by the Beacon Hill Staffing Group agency to perform multiple administrative assignments in the Boston area.

Administrative Assistant- Temporary, Rock point Group (July 2022-September 2022)

• Created expense reports and entered expenses for the senior management team using the Concur software.

Intake Coordinator- Temporary, Metro Housing Boston (February 2022-July 2022)

• Requested CORI checks for the housing department, performed database management on CORI activity, added referrals for tracking Emergency Voucher spreadsheet, and organized member files
• Created and issued housing vouchers for applicants

Covid-19 Project Assistant - Temporary, Beacon Hill Staffing Group (January 2022-January 2022)

• Labeled and packaged Covid-19 testing kits to ship to other staffing sites

Mock Juror participant - Temporary, Beacon Hill Staffing Group (December 2021- December 2021)

• Participant in a mock trial: listened to arguments, wrote notes, asked questions, and deliberated a verdict.

Project Assistant - Temporary, Ernst & Young

(October 2021-October 2021)

• Conducted surveys on businesses usage of software to track field technicians, for billing and invoicing purposes.

• Conducted inbound and outbound calls to members to check eligibility for SSI/SSDI.
• Filled out SSI applications for eligible members, and conducted medically complex screenings.

• Answered provider inquiries about member benefits, claims, appeals and credentialing for Commercial, Medicare and Passport Connect products.

• Performed an in-depth analysis and reconciliation for updated membership data received from the state, as well as membership profile information within Monument Xpress.
• Mitigated any potential errors or delays by rapidly identifying and resolving any discrepancies or errors found within member data during the enrollment process.

• Subject matter expert used to update documentation during the development of a new documentation resource (Support point).
• Delivered comprehensive training and development to staff (including the Senior Provider Services Representative, Account Specialist, and new employees.
• Identified areas of improvement in staff progress and performance which directly resulted in significantly improved quality scores for temporary and permanent staff.
• Traveled to Halifax, Canada, aided the training team, and customer service representatives regarding NTT Data call center protocols.
• Resolved escalations internationally and locally
• Implemented training sessions on department needs for the new computer system Core Health Rules Migration (CHRM)/HRP system
• Awarded with the You Make a Difference Award due to the planning and launch of a one-week training class.
• Acquired the Platinum Award and Teamwork Award due to record of success.

• Delivered prompt, in-depth responses for in- and out-of-network providers on claims status, eligibility, benefits, online references, and provider contract status for Medicaid products.
• Ensured the timely completion of physician changes and the adjustment of paper claim correspondences.