MONIQUE N. DUNCAN

ad23f4@r.postjobfree.com 540-***-**** Brooklyn, Ohio 44144

PROFESSIONAL SUMMARY

Dedicated and detail-oriented Customer Service specialist with over 20 years of experience in the medical field. Goal-oriented team player with expertise in scheduling, customer relationship management, sales and leadership skills. Dependable initiative-taker seeking to leverage opportunities and gain extensive knowledge with a progressive organization SKILLS

EPIC OnBase Microsoft Office 365 Problem-Solving Call Center Typing 55 wpm Multi-tasking Training Time Management TEAMS Remote Time Management EXPERIENCE

Cleveland Clinic Beachwood, OH April 2020 – Present Patient Flow Coordinator—Hospital Transfers Call Center

Support centralized communications between referring and accepting provider services for regional hospitals, Main Campus, and Weston, Florida

Communicate accurate patient transfer and placement needs when collaborating with Access Nurse and Admission Specialist staff to prioritize daily admits

Provide feedback to the supervisors and Hospital Transfer department to redirect admissions due to facility census at capacity

Monitor future admissions and discharges to determine the impact on patient flow, resources, and enterprise capacity

Update spreadsheets at beginning and end of shift or as needed for department awareness and guidance

Implement HIPAA privacy regulations throughout the organization for patient safety and confidentiality

Training onboarding employees

Metro Health Cleveland, OH April 2022 – March 2022 Practice Support Specialist—Cancer Care

Support multiple physicians within Cancer Care/Hematology/Radiation Oncology

Work closely with nursing staff and physicians for timely scheduling and treatments

Answering multiple phone lines providing patient assistance and messaging

Coordinate medical visits, procedures, and imaging for optimum treatment evaluation

Opening and closing of physician’s and nurse practitioner’s schedules due to meetings or vacations

Providing adequate turnaround times for documentation for FMLA and disability

Retrieving faxes from outside medical facilities for new referrals, prescriptions, and order requests Wounded Warrior Regiment June 2019 - October 2019

The Bowen Group/Three Wire Systems Quantico, VA October 2018 - January 2019 Customer Care Representative—Marine Corps

Provided Marines and families transitional support back to civilian life

Locating former military service members through databases and social media

Keeping up to date on new resources and changes that may concern Marines and their lifestyle status

Making sure Marines are receiving their pay and entitlements in a timely manner

Checked standing of interactions with local VA visits and follow-ups

Assisted with insurance applications or explanations for appropriate benefits

Referred more in-depth cases to Non-Medical Case Managers to aid with more complicated cases Mary Washington Healthcare Fredericksburg, VA February 2017 - October 2018 Scheduler/Liaison—Radiology Call Center/Physician Office

Scheduled approximately 60 imaging exams daily exclusively for hematology patients as well as registered, canceled, and rescheduled appointments according to patient or physician preference

Collaborated directly with insurance verifiers for stat approvals for priority exams

Informed physicians of denied exams; peer to peer conferences arranged advocating for patient

Coordinated multiple tests in the proper sequence to ensure efficiency and optimum test results

Provided training and support to schedulers in other offices for backup resources as needed

Obtained authorization information from certain insurances per documentation or orders University Hospital Cleveland, OH May 2014 - July 2016 Senior Patient Access Coordinator—Radiology Scheduling

Supervised multiple satellite front desk staff in the radiology department

Prepared employee's weekly schedules for appropriate coverage for each site, checked the call- offline, found coverage for shifts, scheduled vacation

Delegated and distributed assignments such as modalities to work and prepare 2 to 3 weeks in advance

Scheduled radiology appointments, coordinated pediatric sedation, and anesthesia cases reconciled daily schedules for addons, no-shows, and revised exams

Traveled to multiple sites for proper staffing coverage, meetings and to implement universal processes

Provided weekly reports for the supervisor pertaining to staffing and scheduling quotas

Responsible for opening and closing multiple sites depending on assignment and staffing University Hospital Cleveland, OH May 2011 - May 2014 Scheduling Coordinator II—Radiology Scheduling

Excelled in a call center environment answering and scheduling upwards of 1000+ calls monthly

Provided superior customer service in a call center environment for Radiology; ability to work independently and develop innovative practices

Coded exams for billing purposes; provided support for the Financial Clearance Team to meet deadlines

Acquired reports and documentation for updated processes to share in meetings with staffing creating work balance and shared responsibilities

Trained new employees and secured access to needed applications for an efficient workflow Cleveland Clinic Cleveland, OH September 2008 - May 2011 Hospital Transfer Specialist—Hospital Transfer Center

Located appropriate bed assignments and availability for multiple hospitals depending on census and preference

Facilitated patient transfers and arranged transportation along with verification of insurance acceptance and performed data entry of patient demographics

Utilized strong communication skills to successfully connect multiple physicians with staff through conference calling in order to accurately share patient information

Answered and transferred multiple phone lines, faxed and emailed patient demographics and clinicals when needed

Reconciled and filed completed cases for reference guide for management meetings for examples and improvement

EDUCATION

eleV8T Workforce Development Training Program Cleveland, OH October 2020 Certified Software Tester

American Intercontinental University Skokie, IL Attended April 2010 - August 2011 Completed 60+ hours towards an Associate of Applied Science in Business Administration Remington College Cleveland, OH April 1998

Diploma in Medical Assisting

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