Monique White

Solid team player with a positive attitude, seeking a challenging a rewarding position that will enable me to utilize my skills, education training, and experience. As well as enhance my abilities with the opportunity for advancement and professional growth.

Lead Patient Access Liaison at WESTCHESTER MEDICAL CENTER (2024-01 – Present)

As a Lead Patient Access Liaison, I am responsible for overseeing the patient access team to ensure efficient and effective patient registration, scheduling, and insurance verification processes. I collaborate with healthcare providers to streamline patient flow and enhance the patient experience from the initial point of contact through to the conclusion of their care. My duties include training and mentoring staff, resolving complex patient access issues, and implementing process improvements to increase operational efficiency.

I work closely with other departments to facilitate communication and ensure compliance with regulatory requirements. Additionally, I analyze patient access data to identify trends and develop strategies to optimize service delivery and patient satisfaction.

• Successfully led a team to reduce patient wait times by 20% through process optimization.
• Implemented a new scheduling system that increased appointment availability by 15%.
• Developed a comprehensive training program for new hires, improving onboarding efficiency by 30%.
• Resolved over 95% of complex patient access issues within 24 hours, enhancing patient satisfaction.
• Collaborated with IT to integrate a new electronic health record system, improving data accuracy.
• Consistently achieved a patient satisfaction score of 90% or higher in quarterly surveys.

Patient Access Liaison at WESTCHESTER MEDICAL CENTER (2022-06 – 2024-01)

As a Patient Access Liaison, my primary responsibility was to facilitate seamless access to healthcare services for patients by coordinating with medical staff and administrative teams. I ensured that patients received timely appointments and maintained accurate patient records to streamline the intake process. My role involved verifying insurance coverage, obtaining necessary authorizations, and addressing any barriers to care.

I collaborated with healthcare providers to optimize the patient experience, providing education on healthcare policies and procedures. Additionally, I handled patient inquiries and resolved any issues related to access, ensuring a compassionate and efficient service delivery. My expertise in managing patient flow and administrative tasks contributed to improved patient satisfaction and operational efficiency.

• Successfully reduced patient wait times by 20% through process optimization.
• Streamlined insurance verification process, improving accuracy by 30%.

Call Center Representative at Essen Medical Center (2020-06 – 2022-06)

As a Call Center Representative, my primary responsibilities included handling a high volume of inbound and outbound calls, addressing customer inquiries, resolving complaints, and providing product information to ensure customer satisfaction. I was responsible for maintaining detailed records of customer interactions, processing orders, and managing account details. I utilized CRM software to track and manage customer interactions and collaborated with team members to improve service efficiency.

My role required excellent communication skills, patience, and the ability to work under pressure to meet performance targets. I consistently adhered to company policies and procedures while striving to enhance the customer experience through empathy and problem-solving skills.

• Successfully handled over 75 calls daily, maintaining a high level of customer satisfaction.
• Reduced average call handling time by 20% through efficient problem-solving techniques.
• Achieved a 95% customer satisfaction score in quarterly reviews.
• Trained and mentored new team members, improving overall team performance.
• Consistently met or exceeded monthly sales and service targets.
• Implemented feedback mechanisms that improved service delivery and customer retention.

High School Diploma – Lincoln High School (2005-09 – 2009-06)