Monique L. Redd

The Deposit Operations Representative will perform multiple entry level functions and transactions in General Processing. Areas of responsibilities include but are not limited to remittance processing, account maintenance, and reconcilement of official checks. We pride ourselves on offering world class service in a collaborative and supportive team environment. Our success is dependent upon flexible employees who are self-motivated, dependable, diligent, and team and member focused.Fulfills member requests submitted through Activity Manager/Move.
• Processes various account transactions which can include but not limited to posting payments, certificate of deposits, IRA deposits, decedent accounts, account inquiries, statement requests, and check copies, etc.
• Respond to inquiries from branches, members, and internal departments for deposit related products and services that are in compliance with the general processing policies and procedures.
• Receives and reviews incoming mail for processing.
• Must secure and maintain confidential member information.
Other responsibilities and opportunities:
• Evaluates and resolves unique situations such as demanding or complicated member requests.
• Prioritizes workload to manage high priority cases.
• Offers alternatives when dealing with complex situations that would require extensive research.
• Additional job-related projects and duties as assigned by management.

• Schedule, coordinate, and set up meetings for the Director and Faculty, ensuring all logistics are handled efficiently.
• Circulate meeting invitations, agendas, and minutes assigned, and ensure all participants are well-informed and prepared.
• Provide comprehensive administrative support, including document formatting, typing meeting agendas, materials, and minutes, ensuring all documents meet departmental standards.
• Make travel arrangements and coordinate the travel schedules for the Director and Faculty, including booking flights, and accommodations, and managing itineraries.
• Maintain and edit the department's website, ensuring all content is up-to-date, accurate, and aligned with the department's goals.
• Handle confidential materials from inside and outside the department with the utmost discretion and professionalism.
• Assist in the planning and execution of departmental events, including seminars and conferences.
• Assist in monitoring and tracking departmental budgets, including processing invoices, expense reports, and purchase orders.
• Act as a liaison between the Director, Faculty, and other departments, ensuring clear and efficient communication.
• Serve as a backup to the Senior Academic Program Coordinator, stepping in as needed to ensure continuity of operations.

• Medical Administrative Support. Professionally and efficiently handle incoming requests from patients and ensure that issues are resolved both promptly and thoroughly.
• Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts, and document interactions in applicable systems.
• Provide quality service and support in a variety of areas which may include, but are not limited to scheduling, registration, and care coordination.
• Serve as a resource for other medical office staff and other administrative support staff.
• Train new staff and may serve as a superuser for new systems.
• Talk to prospective patients and/or family members to determine the appropriate healthcare provider for a patient.
• Advanced discussion includes whether the provider is an appropriate specialist, or if someone else may be more appropriate based on area of specialization, timeframe to get an appointment, insurance coverage, and geographic location. Offer effective alternatives to patients when appropriate.
• Routinely addresses patient-related situations based on past experiences, and knowledge and understanding of healthcare resources and how they should be used. Examples may include working with VIP patients, working with international patients, and unique scheduling situations.
• Coordinate all pieces of patient visits. This includes scheduling all preliminary exams, imaging studies, and other tests in a timely fashion, and then gathering results for physician review.
• And/or Coordinate patient visits within a specialty program that requires more complex coordination of care across departments and/or multiple locations, departments, institutions and/or entity lines of service, and multiple systems.
• Patient Scheduling: EPIC, schedule appointments in EPIC.
• Schedule new and follow-up clinic appointments, and assist in canceling and rescheduling of clinics as their MOC.
• Collect insurance information, and complete registration in EPIC.
• Answer more complex questions from patients about billing and refer to JHU Physician Billing Services and/or JHH Patient Financial Services.
• Support the physician with insurance preauthorization and particular case agreement processes by submitting necessary clinical information as instructed by the physician.
• Coordinate follow-up office visits by providing information about treatment, and testing locations. Schedule lab tests and other procedures, and/or coordinates with other areas to complete the scheduling process.
• When physician's clinic is cancelled, call the patient to re-schedule the physician and/or testing appointments pertaining to that visit.
• If requested by the physician, complete courtesy calls to patients to remind them of appointment arrival times and answer questions about location, parking, what to bring, etc.
• All information entered into EPIC will be subject to evaluation, quality controls and performance management standards.
• Provide administrative support for medical matters on behalf of physicians.
• Answer in-coming calls from patients and provide information to patients, as appropriate.
• Routinely check voice mail and return calls to patients within 24 hours.
• Coordinate with patient and/or referring physician to obtain outside medical records.
• Ensure that all relevant outside medical records are received and scanned into Epic in advance of clinic.
• Ensure that physician gets medical records in advance per protocol as appropriate.
• Refer patient to appropriate resources/clinical areas.
• Send out letters to referring physicians, if needed.
• Send out confirmation letters to patients when appointment is scheduled in less than 2-week timeframe as needed.
• Receive from physician completed and signed forms requested by the patient such as: Disability, Family Medical Leave, Workers Compensation, Medical Assistance Application, MVA, etc.
• All completed forms should be scanned into EPIC and send original to the patients for their records.
• Review clinic schedules, and make adjustment as appropriate.
• Other activity processed in EPIC.
• Enter patient phone messages and route to physician.
• Print and send patient letters as necessary.
• Document inbound/outbound phone messages to patients.
• Pend RX refills requested and route to physician.
• Pend orders based on defined “Practice Preferences.”
• In-basket – Check messages daily and respond as directed by department policy.
• Provide information to patients.
• Reinforce information for office visits (e.g. Scheduled dates of service, information to bring to the visit, driving instructions, where to park, etc.
• Act as a liaison for patient, coordinating future consultations, diagnostics tests, or procedures.
• Able to answer more complex questions with accuracy and provide up to date insurance information found on Johns Hopkins Managed Care website.
• Facilitate scheduling of lab tests and other procedures.
• Determine appropriate schedule for clinical appointments based on physician schedule, and does three-way call to hand off patient to call center.
• Prescription refills: Gather information to send RX requests and route to the physician.
• Assist as needed with insurance authorizations for non-formulary medications.
• If applicable, prepare to support clinic activities from home in case of JHU closure (install a virtual desktop and keep electronic reference lists as needed, and make sure you have cell or home phone numbers for physicians, supervisors, and clinic manager).
• Provide general administrative support to one or more physicians.
• Answer office phone, schedule meetings/maintain a calendar for physicians, make travel arrangements, maintain filing system (copy or scan as indicated).
• Assist with the preparation of correspondence, reports, posters, and related documents.
• Compiles information for reports, grant applications, manuscripts, etc.
• May coordinate large meetings and/or seminars (e.g., arrange logistics for speakers, meeting space, refreshments, invitations).
• Decision Making: On a regular and continuous basis, exercises judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
• Authority: This position does not supervise any other staff member.
• Communication: I must have excellent communication skills. Exchange non-routine information using tact and persuasion as appropriate requiring good oral and written communication skills.

• Provides administrative and clinical support to the Chief of Surgical Oncology fulfilling administrative and clinical duties to support the overall Division.
• This position will be the first point of contact for patients, faculty, and staff, inside and outside referring providers.
• Administrative Coordinator will serve as a liaison with other University Departments, medical center departments, and external organizations.
• Sr. Administrative Clinical Surgical Coordinator will work in a fast-paced and demanding environment and must be able to function independently.
• The qualified candidate must demonstrate the ability to communicate on a professional level, act appropriately and effectively with all levels of staff, exercise good judgment, and think creatively to manage complex projects and resolve operational issues.
• Administrative Duties: Primary duties and responsibilities include coordination of all administrative needs of the Division of Surgical Oncology, Faculty, Surgical Fellow, and Research Fellow (Completed business travel arrangements, managed Outlook calendars, meetings and clinical schedules, Society fulfillments, and conferences, Fellowship yearly coordination responsibilities, etc.)
• Act as an information resource and assist faculty, division administrator, Surgical Fellow, Research Fellow, trainees, and staff as well as contacts from outside the Division on administrative matters.
• Provide professional-level administrative support to the Division of Endocrine Surgery and Department administrator in implementing policies and decisions and assisting with projects and new initiatives as needed.
• Monitor workflow and develop documentation of standard operating procedures as part of continuous improvement of administrative operations.
• Will be responsible for HR coordination of incoming Surgical and Research Fellows and Faculty including hiring, onboarding, and off-boarding of staff members, with guidance from and in partnership with departmental HR resources.
• Coordinate and process invoice payments, check requests, and reimbursements for the Division of Endocrine Surgery in a timely and accurate manner.
• Prepare and edit presentations, slides, manuscripts, and reports as requested.
• Assist faculty member(s) with bio sketches, other support, and any other documents as requested.
• Coordinate all division group meetings, agendas, and materials.
• Coordinate all visiting professors' invited talks, meetings, agendas, dinners, flights, lodging, and processing of reimbursements.
• Prioritize workloads as needed to meet competing deadlines.
• Machines and/or equipment used on the job include a PC, laptop, phone, fax, copier, scanner, and printer.
• Perform other duties and special projects as requested or assigned.
• Manage phone lines.
• Provide Administrative coverage for other department staff.
• Clinical Duties: Primary duties and responsibilities include coordinating and managing all surgery cases for the Chief and junior faculty of the division at all locations.
• Patient coordination of all appointments, paperwork, and outside pre-operative risk stratification documents.
• Posting OR cases.
• Coordination of all patient clinic documents for Chief and Junior faculty clinics in all locations.
• Chief 6-7 clinics per month.
• Junior faculty 4 clinics per month.
• Obtain additional necessary outside patient clinical documentation and/or imaging for faculty.
• Arrange further testing as needed for a patient care plan.
• Manage surgical on-call schedule for division.
• Create, post, and update the on-call schedule on the Intelliweb program and surgeon's calendars.
• Triage phone patient phone calls disseminate information to Advanced Practice.
• Reports to the Division Administrator of the Department of Surgery.

• Provide administrative support and work as part of the administrative team providing general office management and office coverage in the Pediatrics Marketing and Communications Department, a fast-paced and busy office environment serving a large and complex clinical department.
• Responsible for scheduling and calendaring that can be complicated and highly involved in meetings and activities within the department and across the institution.
• Coordinate events and prepare materials for meetings and educational seminars, training programs, community forums, and conferences.
• Assist the Director and team with special projects for the Administrator and the department.
• Assist with planning meetings, and special events/functions by coordinating scheduling, preparation, set up, and logistics as needed.
• Produce reports, presentations, and documents that may be handwritten and/or drafted form using appropriate software applications.
• Answer multi-line phone systems, screen callers, take detailed messages, and relay messages as needed.
• Greet and assist visitors.
• Assist with general office support: copying, faxing documents, and filing confidential information.
• Order office supplies using a centralized process.
• Providing travel reimbursements, ordering supplies; processing invoices; paying vendors; answering telephones, taking messages and arranging conference calls, photocopying; faxing; mailing; scanning documents; proofreading, and excellent typing skills.
• Research programs, articles, publications, and other print and web-based material on development, mentorship, and leadership to establish and maintain a resource directory.
• Responsible for creating a work environment that maintains confidentiality.
• Exercise administrative judgment and assume responsibility for decisions and results that may have an impact on cost and quality of service within the functional area of administrative activities for the department.
• Perform other clerical duties or office support duties as needed.
• Requires excellent typing skills and demonstrated proficiency in the use of various software applications, (including but not limited to Excel, Word, PowerPoint, and Outlook), databases, and other information systems.
• The position requires good organizational skills with memory for details and the ability to perform a varied assortment of tasks.
• Ability to act proactively and independently, exercise good judgment, and think creatively.
• A professional demeanor to adequately represent the marketing and communications office is required.
• Knows the formal and informal departmental goals, standards, policies, and procedures which may include some familiarity with other departments within the division.
• It is sensitive to the interrelationship of both people and functions within the department.
• On a regular and continuous basis, exercises administrative judgment and assumes responsibility for decisions, consequences, and results having an impact on people, costs, and/or quality of service within the functional area.
• Operate personal computer to access e-mail, electronic calendars, and other basic office support software such as PowerPoint, Excel, and Microsoft Word.
• Ability to answer a multi-line telephone system.

• Exchanges triages, and relays pertinent, confidential, deadline-driven, non-routine information on behalf of the Directors.
• Serves as liaison and administrative representative of Directors.
• Maintains Directors' calendars and schedules appointments for others as needed.
• Meet & greet and assist visitors.
• Serve as backup support for incoming phone calls from the general public.
• Coordinates timely flow of work products and communications between the Directors and staff.
• Handles all conferences, meetings, and travel arrangements for Directors and their staff as needed.
• Edits, revises, and prepares correspondence, reports, and manuscripts for Directors.
• Establishes and maintains subject matter files required by the Directors.
• Exercises judgment and initiative in file maintenance.
• Receives and fulfills internal and external requests for routine, background material concerning work under the control of the Director.
• Assists in the preparation of management reports, and presentation materials for the directors.
• Organize catering events when necessary.
• Ability to work on a tight deadline.
• Ability to communicate clearly and effectively.
• Ability to maintain confidentiality of sensitive information.
• Ability to manage workflow for self and others.
• Ability to communicate orally and in writing with precision and objectivity.
• Demonstrated commitment to schedules and office procedures.
• Proficiency in office suite software, e-mail, and teleconferencing.
• Commitment to work as part of a team.

• Schedules and coordinates patient appointments for laboratory tests, medical examinations, and consultations with Central Scheduling (includes Cardiology, Radiology, labs, and PFTs, Specialty Appointments).
• The Medical Office Coordinator in the surgical practice provides for the smooth flow of patients through the health system, for the proper disposition of telephone calls that are received by and originate from the Case Coordinators, Intake RN, IMC staff & health providers, and for the coordination of patient appointments and correspondence.
• Coordinates activities and provides support to Intake RN, IMC staff, and Case Coordination.
• Offers friendly, courteous assistance to every customer and patient to ensure they have a positive, professional experience.
• Coordinates appointments with various clinics, including troubleshooting issues, concerns with the appropriate personnel overseeing those clinics, monitoring template usage, and other developing issues.
• Telephone various appointments without side providers and obtain accurate pre-registration information and confirm appointments; fill vacancies due to cancellations; print and mail directions, maps, and department-specific information to patients.

• Coordinates a multi-faceted clinical/research office.
• Schedules and coordinates patient appointments for laboratory tests, medical examinations, and consultations with Central Scheduling (including Cardiology, Radiology gyn, labs, and PFTs); registers patients for clinical appointments using computerized database.
• Coordinates the administrative activities for the Fellows clinic, including troubleshooting issues, concerns with the appropriate personnel overseeing those clinics, monitoring template usage, and other developing issues.
• Telephones and interviews patients and/or family members to obtain accurate pre-registration information and to confirm appointments; fills vacancies due to cancellations; prints and mails directions, maps, and department-specific information to patients.
• Coordinates visits either within the department or between several departments.
• Uses personal computer to assist with the preparation of manuscripts, grant proposals, statistical reports, tables, and charts using knowledge of scientific, medical, literary, or other technical terms; types routine correspondence and reports from dictation or handwritten copy using personal computer.
• Coordinates administrative assignments for the Sr.
• Administrative Manager of the Division of Pulmonary and Critical Care Medicine; interprets operating policies; exercises independent judgment in the resolution of administrative problems; organizes and arranges travel accommodations, electronic calendars, and other basic clerical duties as assigned.
• Maintains records through filing, retrieval, retention, storage, compilation, coding, updating, and destruction; Picks up and delivers materials as required; opens, sorts, and screens mail.
• Answers telephone, screens callers, relays messages, and greets visitors.
• Coordinates special projects and events, office activities, and committee meetings.
• Maintains calendar, schedules appointments, and meeting rooms.
• Completes various request forms for office supplies and equipment as directed.

• Greeted all patients according to the Customer Service Standards of Excellence.
• Completed accurate data entry of all patient and guarantor information; Scheduled, canceled, confirmed, and re-scheduled patient appointments.
• Validated and corrected insurance information; collected appropriate fees, i.e., co-pays and outstanding charges before service.
• Investigated insurance and co-pay information; Maintained accurate receipt book and cash drawer; read and transmitted credit card machine.
• Pulled and requested patient charts as identified on the appointment schedule; prepared new charts when needed; Assured necessary documents in the charts, i.e., history and refract sheets.
• Contacted appropriate physician's office for necessary referral documents; assured the correct referral documents are present in the chart.
• Answered all incoming phone calls and handled them properly via appropriate transfer, taking a message and/or conducting a follow-up phone call; maintained an organized filing system.
• Coordinated with the back office staff for timely turnaround of patients.
• Completed other projects and tasks as assigned.

• Coordinated a multi-faceted office; Answered telephone, screened callers, relayed messages, and greeted visitors.
• Managed appointment scheduling and prepared for multiple clinics per week.
• Assisted patients, patients' families, referring physicians, and third-party carriers to resolve patient-related issues.
• Researched and prepared specialized reports and budgets.
• Scheduled patients for laboratory tests, medical examinations, and consultations.
• Relayed information to patients regarding preparation for laboratory tests and examinations.
• Arranged or assisted in arranging patient transportation.
• Typed routine correspondence and reports from dictation or handwritten copies using a personal computer.
• Transcribe machine-dictated medical reports and other documentation using medical terminology.
• Used personal computer to prepare manuscript grant proposals, statistical reports, tables, and charts using knowledge of scientific, medical, literary, or other technical terms.
• Maintained calendar, scheduled appointments, and meeting rooms.
• Assisted with making routine travel and accommodation arrangements.
• Coordinated the servicing of office equipment.
• Operated personal computer to access e-mail, electronic calendars, and other basic office support software.

• Greeted incoming patients and visitors; Opened, sorted, and screened mail.
• Registered patients perform insurance verifications and collect co-pays.
• Answered phones, scheduled patients, and responded to patient questions and concerns.
• Coordinated with the back office staff for timely turnaround of patients.
• Maintained familiarity with various types of medical insurance to explain these plans.
• Obtained PR-certifications as required by patients' health care insurers or managed care providers.

• Professionally and efficiently handle incoming requests from patients and ensure that issues are resolved both promptly and thoroughly.
• Gather patient information, fulfill patient needs, educate patients, where applicable, to prevent the need for future contacts, and document interactions in applicable systems.
• Provide quality service and support in a variety of areas which may include, but are not limited to scheduling, registration, and care coordination.
• Serve as a resource for other Medical Office staff and other administrative support staff.
• Train new staff, and may serve as a super user for new systems.
• Talk to prospective patients and/or family members to determine the appropriate healthcare provider for a patient(s).
• Advanced discussion includes: if the provider is an appropriate specialist, or if someone else may be more appropriate based on area of specialization, timeframe to get an appointment, insurance coverage, and geographic location.
• Offer effective alternatives to patients when appropriate.