Monique Moore
Lawrenceville
Summary
Seasoned Medical Claims Analyst with comprehensive background in healthcare insurance claims processing. Familiar with interpreting and applying medical coding to ensure accurate claim resolution. Strong analytical skills coupled with solid knowledge of medical terminology, CPT, ICD-10 codes, and HCPCS. Demonstrated ability to streamline processes and enhance efficiency in past roles. Highly skilled Chat Support Representative with notable experience in customer service and technical support. Possess strong problem-solving skills, adaptability to evolving technologies, and ability to handle high-volume inquiries while maintaining customer satisfaction. Previous work has demonstrated a significant impact on improving customer retention through effective communication and prompt resolution of issues. Seasoned medical records clerk with several years of hands-on experience managing patient health files in healthcare facilities. Well-versed in preparing new patient records, processing admission procedures and discharge records and obtaining records from off-site storage facilities. Organized and coordinated individual committed to adhering to hipaa privacy policies.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Patient Care Technician
Northside Hospital
03.2021 - 07.2025
- Monitored patient vital signs, reporting changes to nursing staff promptly.
- Assisted with daily living activities, ensuring patient comfort and safety.
- Maintained accurate patient records, adhering to hospital protocols and standards.
- Collaborated with multidisciplinary teams to enhance patient care delivery.
- Trained and mentored new staff on operational procedures and best practices.
- Implemented infection control procedures, promoting a safe healthcare environment.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Reduced stress for patients and families through effective communication and empathetic support.
- Maintained strict adherence to infection control protocols, minimizing risk of disease transmission within the clinical environment.
- Educated patients on self-care techniques and post-discharge instructions, empowering them to take control of their own health maintenance.
Nutrition Aide
Northside Hospital
12.2021 - 02.2025
- Dietary needs and Nutrition needs for patients.
- Prepared and delivered nutritious meals in compliance with dietary guidelines.
- Assisted in maintaining cleanliness and organization of kitchen and dining areas.
- Supported dietary staff by accurately portioning and serving meals to patients.
- Collaborated with healthcare team to address individual patient nutritional needs.
Manager
Office Depot
02.2023 - 08.2024
- Developed and implemented training programs to enhance team performance and service quality.
- Streamlined inventory management processes, reducing discrepancies and improving overall accuracy.
- Coordinated scheduling and staff assignments to optimize workflow efficiency across departments.
- Led cross-functional teams in executing promotional initiatives, increasing customer engagement and sales.
Customer Service Representative
Fidelity National Financial
12.2017 - 07.2019
- Provided technical assistance to customers through online chat or telephone support.
- Assisted customers with inquiries about financial products and services.
- Resolved customer complaints through effective communication and problem-solving.
- Processed transactions accurately using company software systems.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Assisted customers with inquiries via chat platform.
- Educated customers on troubleshooting steps for common issues.
- Monitored chat queues to ensure timely responses to customer queries.
- Suggested alternative solutions when unable to resolve the issue at hand.
Customer Service Manager
Amerifleet Transportation
06.2014 - 12.2018
- Led customer service team in resolving complex issues, enhancing client satisfaction and loyalty.
- Developed training programs for new staff, fostering skill development and knowledge retention.
- Monitored performance metrics, providing insights and recommendations for continuous improvement strategies.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
Claims Analyst/Chat Support Representative
Agape Medical Service
02.2012 - 09.2016
- Managed customer inquiries through multiple channels, ensuring timely and accurate responses.
- Resolved complex client issues by collaborating with internal departments for optimal solutions.
- Implemented process improvements that enhanced service delivery and client satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Analyzed claims data to identify trends and discrepancies in submissions.
- Collaborated with clients to gather necessary information for claim processing.
- Reviewed documentation for accuracy and compliance with company policies.
- Conducted audits of processed claims to ensure adherence to regulations.
- Reviewed medical claims for accuracy and compliance with regulations.
- Analyzed claim denials to identify patterns and recommend solutions.
- Communicated with healthcare providers to resolve billing discrepancies.
- Resolved issues related to denied or underpaid claims in a timely manner.
Education
High School Diploma -
North Springs Charter High School
Sandy Springs, GAAssociate Degree in Nursing -
Gwinnett Technical College
Lawrenceville, GASkills
- Microsoft office (6 years)
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Documentation and reporting
- Relationship building
- Strategic planning
- Operations management
- Conflict resolution
- Claims processing
- Data analysis
- Medical billing
- Claims investigation
- Chat support
Languages
- English - Fluent
- Spanish - Beginner
Certification
- Insurance Claims Present
- Basic Life Support (BLS) September 2021 to September 2023
Timeline
Manager
Office Depot
02.2023 - 08.2024
Nutrition Aide
Northside Hospital
12.2021 - 02.2025
Patient Care Technician
Northside Hospital
03.2021 - 07.2025
Customer Service Representative
Fidelity National Financial
12.2017 - 07.2019
Customer Service Manager
Amerifleet Transportation
06.2014 - 12.2018
Claims Analyst/Chat Support Representative
Agape Medical Service
02.2012 - 09.2016
High School Diploma -
North Springs Charter High School
Associate Degree in Nursing -
Gwinnett Technical College