Colleen Monroe
Dilkon Medical Center
Winslow
1
Language
29
years of professional experience
Experienced Referral Coordinator with expertise in insurance verification, prior authorization, patient scheduling, and accurate documentation. Skilled at managing high-volume referrals, HIPAA-compliant records, and timely follow-up to support smooth care transitions.
Experienced with managing patient referrals and coordinating communication between healthcare providers. Uses organizational skills to streamline referral processes and enhance patient care. Strong understanding of healthcare systems and adept at multitasking in fast-paced environments.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Work History
Referral Coordinator
13 Years 4 Months- Coordinated patient referrals, specialist appointments, and follow-up care using medical scheduling systems.
- Verified insurance requirements and prior authorization details before submitting referral requests.
- Tracked referral status, document completion, and appointment outcomes for continuity of care.
- Communicated with providers, patients, and outside facilities to resolve referral delays.
- Maintained accurate medical records, authorization files, and referral documentation in electronic systems.
- Reviewed referral requests for completeness and routed cases according to clinic workflow.
- Supported care teams by prioritizing urgent referrals and escalating unresolved cases appropriately.
- Improved referral processing accuracy by applying established protocols and timely record updates.
- Scheduled appointments with specialists on behalf of clients.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Developed and maintained strong working relationships with referral sources to streamline processing.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Kept healthcare providers informed of referral status updates, promoting optimal continuity of care throughout the referral process.
- Assisted with completion of referral forms and verified data accuracy and completion
- Monitored referrals to foster timely completion and followed up with physicians to facilitate.
- Facilitated referrals to other healthcare providers and resources to bridge service gaps.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout the process.
- Streamlined referral process by implementing efficient tracking and communication systems.
- Contributed to practice growth by maintaining positive relationships with both patients and referring providers.
- Weighed patient need, provider availability, and insurance coverage to determine optimal scheduling.
- Improved departmental workflow by assisting colleagues with tasks such as appointment scheduling or insurance verification when needed.
- Supported clinical team in managing complex cases through effective coordination of multiple referrals and appointments.
- Provided thorough follow-up support after completion of referred services, ensuring proper billing procedures were followed.
- Assisted with staff training initiatives related to the referral process, sharing expertise gained from professional experience.
- Implemented tracking system for referral outcomes, enabling continuous improvement of the referral process.
- Assisted patients in understanding their referral plans, leading to enhanced patient compliance and satisfaction.
- Improved inter-departmental collaboration by establishing effective referral protocols.
- Contributed to development of referral policies and procedures, ensuring compliance with healthcare regulations.
- Contributed to patient education by providing relevant information about their referral process and expectations.
Medical Support Assistant
2 Years 3 Months- Verified patient demographics, insurance information, and eligibility to support accurate registration and encounter processing.
- Answered incoming calls, routed inquiries, and provided courteous assistance to patients, families, and clinical staff.
- Maintained confidential medical records, updating charts and filing documentation according to federal privacy requirements.
- Prepared daily reports, correspondence, and documentation supporting administrative operations and patient services.
- Assisted clinic staff with front-desk operations, resolving scheduling conflicts and supporting smooth patient intake processes.
- Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
- Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
- Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
- Participated in ongoing professional development opportunities, staying current on industry best practices and regulatory guidelines.
- Streamlined patient check-in process with effective communication and organization skills.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
- Enhanced office workflow for medical staff by maintaining accurate records and timely data entry.
- Obtained client medical history, medication information, symptoms, and allergies.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before they were depleted.
- Performed medical records management, including filing, organizing and scanning documents.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
Child Support Enforcement Officer
6 Years 9 Months- Established paternity and support obligations through case review, document verification, and client interviews.
- Investigated child support cases, gathered evidence, and prepared enforcement actions for court proceedings.
- Tracked delinquent accounts, identified payment issues, and initiated appropriate enforcement remedies.
- Coordinated with courts, probation staff, and tribal offices to resolve complex support matters.
- Maintained accurate case records, legal filings, and confidential participant information in automated systems.
- Enforced support orders through wage withholding, payment monitoring, and follow-up correspondence.
- Advised families on program requirements, rights, and responsibilities throughout case lifecycle.
- Resolved delinquent cases by negotiating payment plans and ensuring compliance with support orders.
- Maximized efficiency in case processing by utilizing advanced software applications and databases.
- Ensured fair treatment of all parties by objectively evaluating evidence presented during hearings or negotiations.
- Improved child support compliance by conducting investigations and monitoring cases.
- Contributed to a positive work environment within the office through active participation in team meetings and ongoing professional development activities.
- Promoted parent accountability through monitoring compliance with court orders and initiating enforcement actions as needed.
- Enhanced enforcement efforts for better case resolution by collaborating with other agencies.
- Facilitated communication between custodial and non-custodial parents, resulting in more amicable resolutions.
- Managed caseload effectively to ensure prompt action on cases requiring attention or escalation.
- Conducted thorough financial investigations to accurately determine non-custodial parents'' ability to pay child support obligations.
- Streamlined processes by maintaining accurate records, updating case files, and completing required documentation promptly.
- Expedited legal actions to secure child support payments through coordination with attorneys and court officials.
- Reduced outstanding debts by negotiating payment plans with delinquent parents and pursuing wage garnishments when necessary.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
Office Specialist
3 Years 5 Months- Managed front office communications, directing calls, visitors, and inquiries with professionalism and accuracy.
- Scheduled appointments, coordinated calendars, and maintained efficient daily workflow for office operations.
- Processed patient or client information, ensuring complete records and confidential handling of sensitive data.
- Resolved service issues promptly, providing clear guidance and supporting positive customer experiences.
- Organized files, correspondence, and office documentation to improve retrieval and record accuracy.
- Monitored office supplies and equipment needs, preventing disruptions to daily operations.
- Coordinated with internal teams to streamline administrative processes and maintain consistent front desk support.
- Managed multi-line phone system, professionally handling incoming calls while simultaneously attending to in-person visitors at the reception desk.
- Assisted patients with completing necessary paperwork accurately and efficiently, expediting the check-in process for a smooth visit experience.
- Trained new team members on front office procedures, ensuring a consistent level of service excellence across all staff members.
- Provided forms to fill out or update and added latest information computer system.
- Maintained a clean, welcoming atmosphere in the reception area, setting the stage for positive interactions with patients and visitors.
- Greeted, registered, and checked in patients.
Collector Agent
1 Year 2 Months- Negotiated payment arrangements with delinquent accounts while maintaining compliant collection practices.
- Resolved debtor disputes by explaining balances, fees, and repayment options clearly.
- Reviewed account histories to identify balances, contact updates, and resolution opportunities.
- Documented call outcomes, promises to pay, and account status changes accurately.
- Conducted outbound collection calls to recover overdue payments and reduce account aging.
- Applied skip-tracing methods to locate hard-to-reach customers and improve contact success.
- Monitored payment commitments and followed up on broken arrangements promptly.
- Maintained accurate records of customer payments and contact information, ensuring efficient collection processes.
- Improved customer satisfaction by effectively negotiating payment plans tailored to individual financial situations.
- Exceeded performance targets consistently through diligent work ethic, excellent negotiation skills, and strong attention to detail.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Maintained consistently high success rate of collecting on overdue accounts.
Education
No Degree - Health Information Management
No Degree - Associates Degree Health Information Management
No Degree
GED
Skills
Pre-authorizations
Insurance verification
Medical terminology
Patient scheduling
Multi-line phone proficiency
Medical terminology knowledge
Data entry proficiency
Appointment scheduling
Follow-up coordination
Accurate documentation
HIPAA regulations
Database management
Notetaking and documentation
Multi-line telephone operation
Lead generation
Organizational growth
Healthcare systems
Referral tracking
Patient records oversight
Medical scheduling
Diagnostic appointments
Outbound calls
HIPAA guidelines
Critical thinking
Process improvement
Decision-making
Records management
Employee training program
Additional Information
ddd
Languages
navajo
C2
Bilingual or Proficient
Timeline
Referral Coordinator
Dilkon Medical Center
06.2013 - CurrentRead More
Medical Support Assistant
Chinle Indian Health Service
02.2010 - 05.2012Read More
Child Support Enforcement Officer
Navajo Nation Department of Child Support Enforcement
05.2003 - 02.2010Read More
Office Specialist
Navajo Nation Department of Child Support Enforcement
12.1999 - 05.2003Read More
Collector Agent
Central Creditors of Flagstaff
02.1998 - 04.1999Read More
Anthem Online College
No Degree from Health Information Management
Read More
Dine College
No Degree from Associates Degree Health Information Management
Read More
Coconino High School
No Degree
Read More
Coconico Community College
GED
Read More