Experienced Order Entry Professional with 20+ Years in Medical Admin

MONIQUE N. DUNCAN

************@*****.*** 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, and leadership skills. Dependable initiative-taker seeking to leverage opportunities and gain extensive knowledge with a progressive organization. SKILLS

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

Select Specialty Hospital I Cleveland, OH November 2024—Present Admissions Coordinator—LTACH

Oversees the pull-through process for the hospital under the direction of the Director of Business Development - providing support, customer service and timely resolution of all aspects for admissions and seeking assistance from the DBD or CEO as needed

Works with team to resolve occasional challenges and overcome obstacles

Enters patient data in HMS/MedHost when pre-admitting, and enters details of patient’s benefits and billing instructions.

Completes admissions paperwork and reviews all patient forms/demographics with patient/responsible party. Secures signatures on all necessary documents. Scans completed documents.

Leads the morning meeting with census, budgeted numbers, etc.

Communicates admissions time, bed number, physician, etc. to the hospital when there is a confirmed admission.

Provides tours of hospital.

Provides customer service by accurately answering questions, for internal and external customers.

Manages LOA's in HMS/MedHost, ensuring accurate entries for all LOA patients. Completes forms as necessary for corrections.

Review and enter daily census via Select Portal by 11am EST. Ensure accuracy on a daily basis, as well as initiating any changes/updates that might be necessary.

Lead Conversion Call with Business Development team each morning.

Verify Medicare benefits and secondary/supplemental insurance plans of all referred patients as they arrive in Transitions of Care (TOC).

Enter accurate referral, admission, denial and/or conversion data using various on-line programs and databases.

Ensure all deficiencies remain at 0% to eliminate holds and keep the hospital financially viable. Cleveland Clinic I Beachwood, OH April 2024 – October 2024 Patient Access Coordinator-CIG Digestive Disease Institute

Support GI physician(s) schedule, calendar, and administrative duties

Organizes and coordinates the activities and flow of work for the patient access area.

Assigns tasks, monitors performance of and assists in training patient service representative.

Screens candidates, recommends hires, conducts performance appraisals and recommends corrective counseling.

Develops implements and oversees programs to improve appointment utilization such as, reminder, and follow-up on no-show/cancellation program.

Coordinates activities and resolves operational problems. Makes adjustment in employees, patients and physicians schedules to respond to operational problems.

Controls and audits the reconciliation of staff messages including adjusting statistics in the computer data bank.

Produces reports as needed.

Cleveland Clinic I Beachwood, OH April 2020 – February 2025 Patient Flow Coordinator-Hospital Transfers Call Center (PRN)

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

MetroHealth I Cleveland, OH April 2022 - March 2023 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

Scheduled peer to peer meetings for insurance denials while providing physician updates

Answering multiple phone lines providing patient assistance and messaging

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

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 I Quantico, VA October 2018 - January 2019 Customer Care Representative-Marine Corps (contract)

Provided Marines and families transitional support back to civilian life

Located 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 I 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 I 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 add-ons, 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 I 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 within call center for Radiology while working independently and developing innovative practices

Coded exams for billing purposes; provided support for the Financial Clearance Team with insurance verifications 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 EDUCATION

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

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

Diploma in Medical Assisting

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