Monica Puentes
San Marcos,CA
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring over 8 years of relevant work experience to your team. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Healthcare Administrator with proven to deliver exemplary level of healthcare service delivery to patients. Coordinate admission and discharge of patients. Plan and implement strategies for developing improved health care management. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development leading to high performing teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Service Rep
Scripps
11.2023 - 03.2025
- Managed patient scheduling and appointment coordination to optimize clinic workflow.
- Managed over 100 patient scheduling per day
- Increased multi-therapy department appointments by 15%
- Ensured accurate patient registration and data entry using electronic health record systems.
- Developed strong relationships with patients, addressing inquiries and resolving concerns effectively.
- Collaborated with healthcare providers to streamline communication and improve patient experience.
- Trained new staff on office procedures and customer service best practices, enhancing team performance.
- Implemented process improvements to reduce wait times, increasing patient satisfaction levels.
- Monitored insurance verification processes, ensuring compliance with policies and regulations.
- Assisted in the development of training materials for continuous staff education on patient services protocols.
- Verified insurance eligibility and coverage for patients.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Epic to schedule appointments.
- Balanced deposits and credit card payments each day.
- Took copayments and compiled daily financial records.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
Pharmacy Technician
CVS Pharmacy
12.2017 - 01.2024
- Assist with Opening and Closing Pharmacy
- Assisting over 50 patients daily with picking up medications, setting up vaccine appointments or help resolve billing issues.
- Efficient and Thorough with Que Triage, from inputting new prescription into patient chart to creating new chart for any new patient.
- Communicating with patient to get pharmacy billing information and reaching out to insurance if any discrepancy comes up.
- Reaching out to doctor’s office to get diagnosis codes when not provided and needed for billing.
- Initiate prior authorization by sending rejections to doctor and providing them with information needed from insurance.
- Inventory specialist
- Processing all expired medications, doing weekly strong Pak for expired, damaged, recalled medications. As well for vaccine vials and expired vaccines.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Processing daily orders for medications out of stock and if unable to order making sure to refer patient to pharmacy where stock is available.
- Cash handling experience, ringing up prescriptions through register and charging patient copays.
- Work with patients with issues they are facing, from ordering medication, to billing issues, to waiting time. De-escalating difficult situations and making sure patients are served with the upmost respect.
- Taking initiative to start and complete pharmacy tasks.
- Managed inventory levels, ensuring timely restocking of pharmaceutical supplies.
- Assisted pharmacists in preparing and dispensing medications accurately.
- Provided exceptional customer service by answering patient inquiries regarding prescriptions.
- Conducted medication reconciliations to improve accuracy and reduce errors.
- Managed inventory levels, performing regular stock audits to maintain adequate supply.
Admin Asst/Accounting
Baja Designs
12.2015 - 12.2018
- Assisting the sales department
- Managed over 30 vendor accounts on a daily basis
- Taking payment from vendors, releasing orders to production and authorizing shipment to be processed.
- Collections, reaching out to past due customers to get payment or assist with setting up a payment plan.
- Answered all customer inquiries via email or phone and directed them to the appropriate department.
- Handled refunds, return credits, and oversaw marketing expenses.
- Completed daily reconciliations of our online merchant account as well as PayPal, and eBay account.
- End of month reconciliation
- Input all accounts receivable into excel spread sheet from ACH payments, cash, checks.
- Completed all audits in a time efficient manner.
- Handle petty cash
- Managed scheduling and coordination of meetings, ensuring optimal use of executive time.
- Managed customer accounts, resolving discrepancies and maintaining clear communication to enhance relationships.
- Reconciled accounts receivable ledgers against billing statements, improving data integrity across financial records.
- Assisted in month-end close processes by preparing reports and supporting documentation for audits.
- Trained junior staff on best practices for accounts receivable management, fostering team knowledge and performance.
- Developed streamlined invoicing procedures that reduced processing time and improved cash flow efficiency.
- Analyzed payment trends to identify issues, recommending strategic solutions for revenue optimization and risk mitigation.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Maintained up-to-date customer contact information, enabling effective communication regarding account status and payment inquiries.
- Used accounting software to reconcile accounts, track income, and generate invoices.
- Prepared billing statements and invoices for customer purchases and recorded transaction date, price and fees to support accuracy.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
- Responded to inbound inquiries regarding accounts and payments.
- Maintained strict adherence to company confidentiality policies when handling sensitive financial data and personal information for clients.
- Assisted in annual audit preparation, ensuring accurate representation of accounts receivable records and compliance with accounting standards.
- Increased efficiency of collections efforts through development of targeted strategies for contacting delinquent accounts.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
Education
Associate of Science - Science
Mt San Jacinto College
Temecula, CA05-2024
High School Diploma -
Foothills High
San Marcos, CA06-2016
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Payment collection
- Office administration
- Data entry proficiency
- FLUENT IN Spanish
- Phone and email etiquette
- Problem-solving
- Invoice processing
- Financial reporting
- Microsoft Excel
- SAP
- Accounts reconciliation
Certification
- Licensed pharmacy technician - 165168
Languages
Spanish
Native or Bilingual
Timeline
Patient Service Rep
Scripps
11.2023 - 03.2025
Pharmacy Technician
CVS Pharmacy
12.2017 - 01.2024
Admin Asst/Accounting
Baja Designs
12.2015 - 12.2018
Associate of Science - Science
Mt San Jacinto College
High School Diploma -
Foothills High