Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Tonja Monroe

Moss Point,MS

Summary

Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level SR Medical screener position. Ready to help team achieve company goals.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Medical Receptionist/Screener

CSL Plasma Behring
Mobile, AL
05.2022 - Current
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained current and accurate medical records for patients.
  • Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
  • Deliver exceptional customer service to every customer by leveraging extensive knowledge and creating welcoming, positive experiences.
  • Conducted basic screening procedures to verify compliance with donation criteria.
  • Maintained clean, neat and properly sterilized work area.
  • Collected, verified, recorded and processed client demographics, insurance payments and referral information.
  • Opened and updated files with current donor information.
  • Maintained current and accurate medical records for patients
  • Transcribed phone messages and relayed to appropriate personnel
  • Enhanced office productivity by handling high volume of callers per day
  • Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases

Remote Customer Service Representative

Sykes | Sitel
Moss Point, MS
06.2021 - 04.2022
  • Answer inbound phone calls and provide information regarding HAS and FSA accounts
  • Handle denied claims, perform troubleshooting, and send out email correspondences
  • Utilize Google Chat to communicate with team members, document customer interactions, and update demographic information.
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives
  • Cross-trained and backed up other customer service managers
  • Maintained up-to-date knowledge of product and service changes
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Shift Leader

Wendy's
Moss Point, MS
04.2021 - 12.2021
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
  • Enforced company policies and regulations with employees.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Customer Service Representative

Alorica | US Bank
, AL
12.2019 - 03.2021
  • Interfaced with US Bank customers via inbound phone calls
  • Provided password troubleshooting and answered questions regarding account balances
  • Documented call interactions and acted with discretion when handling confidential information.

Homemaker

Stay at Home Parent
Moss Point, MS
12.2018 - 12.2019
  • Ensured household duties were completed and managed household budget
  • Coordinated medical care, meals, and social activities
  • Remained deadline-oriented and reliable while adjusting priorities and managing time wisely.

Retail Cashier / Customer Service / Stocker

The Old Country Store
Greenville, AL
08.2009 - 12.2018
  • Greeted customers and answered questions regarding services and products
  • Operated cash register, processed transactions, and accepted payments
  • Helped locate products, checked prices on merchandise, and stocked and organized shelves and displays
  • Worked as a team member and provided assistance when needed
  • Comfortable working in fast-paced environment with diverse customers and staff members
  • Volunteer experience includes 1+ year preparing and serving meals to vulnerable populations in Moss Point, MS

Shift Leader

McDonald's
Brewton, AL
01.2007 - 08.2009
  • Trained new employees and delegated daily tasks and responsibilities.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Enforced company policies and regulations with employees.
  • Monitored employee actions for safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Regulated pricing, inventory count and supply during shift hours.
  • Oversaw talented team by actively communicating project information, remedying issues and delivering positive feedback.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Created incentive programs and contests to support and award top performers.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

HIPAA Essentials for Healthcare Professionals Certificate -

Ultimate Medical Academy
Tampa, FL
06.2022

Diploma - Medical Administrative Assistant

Ultimate Medical Academy
Tampa, FL
06.2022

Skills

  • Microsoft Office Applications: MS Word MS Excel MS PowerPoint MS Teams Typing Speed: 25 WPM
  • Call Transfers
  • Cleaning and Sterilizing
  • Plasma Donation
  • Reading Comprehension
  • Claim Forms
  • Creative Thinking
  • Adaptable and Flexible
  • Computer Proficiency
  • Front Desk Operations
  • HIPAA Guidelines

Certification

Good Chat | Skype | Zoom. KEY QUALIFICATIONS Medical Administrative Assistant Medical Terminology Medical Transcription Patient Processing Patient Registration Medical Records Management Check In Check Out Data Entry Release of Information HIPAA Compliance Medical Laws & Ethics CMS 1500 Claim Form Billing Cycle Claims Appeal Process Medical Billing Knowledge Third Party Billing Medicare Medicaid HMO PPO Basic Coding Skills for ICD-10 & CPT Insurance Verification Anatomy & Physiology

Affiliations

Customer service oriented professional able to coordinate workflows and communicate effectively with co-workers, patients, and staff. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and safeguard patient privacy and confidentiality and accustomed to a fast-paced call center environment. Respond to customer inquiries and resolve problems in a timely manner to ensure efficient customer service. Able to work in a deadline-driven environment and meet company guidelines for productivity and quality. Function independently with minimal direction and guidance.

Timeline

Medical Receptionist/Screener

CSL Plasma Behring
05.2022 - Current

Remote Customer Service Representative

Sykes | Sitel
06.2021 - 04.2022

Shift Leader

Wendy's
04.2021 - 12.2021

Customer Service Representative

Alorica | US Bank
12.2019 - 03.2021

Homemaker

Stay at Home Parent
12.2018 - 12.2019

Retail Cashier / Customer Service / Stocker

The Old Country Store
08.2009 - 12.2018

Shift Leader

McDonald's
01.2007 - 08.2009

HIPAA Essentials for Healthcare Professionals Certificate -

Ultimate Medical Academy

Diploma - Medical Administrative Assistant

Ultimate Medical Academy

Similar Profiles

CREATE PROFILE
Tonja Monroe