Elizabeth Munoz
Surprise
Summary
Dynamic Front Office Lead at Honor Health Heart Care, skilled in optimizing workflows and enhancing patient experiences. Proven ability in team leadership and training, ensuring compliance with HIPAA regulations. Recognized for exceptional attention to detail and effective communication, driving operational efficiency and fostering strong patient relationships.
Overview
27
27
years of professional experience
Work History
Front Office Lead Reg/Front Office Reg/Patient Scheduler
Honor Health Heart Care North Mountain
Phoenix
10.2024 - Current
- Coordinated scheduling for appointments and follow-up visits.
- Supervised administrative staff and provided training as needed.
- Assisted with patient inquiries and resolved concerns efficiently.
- Collaborated with medical staff to streamline communication processes.
- Greeted guests upon arrival and provided excellent customer service.
- Maintained accurate records of all transactions related to front office activities using computerized systems.
- Assigned tasks to other front office personnel based on workloads and availability.
- Attended regular meetings with managers to discuss operational matters relating to the front office department.
- Assisted in the training of new front office staff members.
- Processed mail deliveries promptly and distributed them accordingly within the departments.
Registration/Scheduler
Honor Health Heart Care
Phoenix
01.2020 - 09.2022
- Contacts/greets and communicates with customers
- Responsible for answering telephone calls, retrieving and responding to voice mail messages
- Receives and transfers incoming calls
- Directs all information to appropriate individual
- Directs patients to appropriate department with directions and instructions
- Assists in maintaining efficient patient workflow
- Scheduling: Performs a variety of scheduling for procedures such as scheduling patients for initial and follow-up appointments
- Tracks no-shows, documents in appropriate system and communicates with physician
- Provides schedule in directed format to staff as needed
- Registration: Performs a variety of registration duties
- Providing patient with the initial registration information, creates and/or chooses appropriate electronic record, gathers signature (electronic or otherwise), medical authorization/referral coordination and/or financial responsibility
- Completes daily data entry and scanning of patient registration information
- Obtains authorization from insurance companies as applicable
- Collects co-pays and payments required for procedures
- Completes and submits daily deposits and or billing as applicable
- Completes patient chart process and maintains with appropriate information, complying with HIPPA
- Communicates with applicable insurance carriers and hospital billing for authorization updates
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Registered and verified patient records before triage with most up-to-date information.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Answered phone calls and messages for all physicians in the Heart Group medical facility, scheduling appointments and handling patient inquiries.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Chiropractic, Office Manager
Injury
Glendale
05.2019 - 12.2019
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated special projects and managed schedules.
- Maintained computer and physical filing systems.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Managed office operations while scheduling appointments for department managers.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Scheduled patient appointments for busy chiropractic practice with revenues of $100k annually.
HIPAA Compliance Officer
Honor Health
Phoenix
05.2019 - 12.2019
- Directly lead a team of five in the business office
- Indirectly lead teams at each individual clinic, total of 6 clinics
- Overseeing and filling in for the biller, intake specialist, lien processor
- Recorded medical county liens
- Processed lien releases through county recording office
- Enter and maintain missing patient information on a spreadsheet
- HR related issues including attendance tracking, time card updates, approving/denying PTO, employee status changes, hiring and firing staff
Office Supervisor
NOAH Cholla Health Center
Scottsdale
07.2018 - 04.2019
- Supervise activities of office personnel
- Maintain a lead role in performing the tasks of those supervised
- Payroll and updating time cards as well as approving time off
- Plan, establish and review work assignments
- Manage and assist with overall operation of the office with interaction from the COO to ensure policies and procedures are followed
- Communicating with staff of all updates or changes
- Operate front office/back office areas within budget
- Maintain and audit physician's schedules
- Audit medical assistants charting for patients
- Interviews, selecting and hiring personnel
- Performs employee evaluations
- Recognizes employee behavior and acts accordingly
- Registers patients when needed
- Ensure office equipment is working properly to maintain the daily operations of the clinic
- Conduct one on one's with staff members regularly
- Conduct monthly staff meetings
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
Collections Department Manager
Alliancemed
Phoenix
04.2017 - 07.2018
- Managed and coach a team of collectors and negotiators to bring in the maximum reimbursement for each medical claim while keeping them motivated
- Create and Update job descriptions for the department
- Established a system to coordinate and monitor collections
- Evaluate effectiveness of current collection policies and procedures implementing changes as needed
- Manage all key account
- Handled a variety of calls per day to address customer inquiries and concerns.
Office Manager
Alliancemed
Phoenix
09.2014 - 04.2017
- Maintains office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions
- Design and implement filing systems
- Ensure security, integrity and confidentiality of data
- Co-ordinate schedules, appointments and bookings
- Monitory and maintain office supplies inventory
- Review and approve office supply acquisitions
- Handle customer inquiries and complaints.
- Communication skills
- Problem solving and judgement
- Decision making
- Planning and organizing
- Work and time management
- Attention to detail and high level of accuracy
- Delegation of authority and responsibility
- Information gathering and monitoring
- Coaching skills
- Initiative
- Integrity
- Adaptability
- Teamwork and collaboration
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
Administrative Assistant
ALW Sourcing, LLC/NCO Financial
Phoenix
08.2011 - 08.2014
- Process Payroll and finalize bonus spreadsheets
- Tracking attendance and paid time off for agents and management
- Pulling location hours, weekly
- Running reports for monthly production, OT, PTO, and Training hours broken down by team
- Processing termination paperwork, job abandonment letters, unemployment claims, new hire paperwork, I-9's, activating and deactivating badges, direct deposits, tax forms, employee changes, leave of absences
- Updating and maintaining Paid Time Off logs
- Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events
Coordinator
Maricopa
Phoenix
01.2011 - 08.2014
- County's Trip Reduction, -attending monthly webinars, updating TRP board with up to date information, hold monthly drawings for qualified participants, tracking monthly winners, ensuring we comply with audits
- Reviewing and updating positions reports as needed
- Updating monthly capacity reports
- Creating New Hire rosters with pertinent information-19, DOH, complete name, EEID #'s, Position numbers, pay rates, and hiring supervisors
- Ordering supplies as needed within our budget guidelines
- Assisting HR and Benefits by attending conference calls, meetings, and webinars
- Handling incoming mail and deliveries by sorting and distributing to individual departments
- Culture Committee Lead-weekly calls, planning and following through with plans
- Notarizing documents as needed
- Managed filing systems for electronic and hard copy documents to keep organized records
Executive Administrative Assistant/Facilities Manager
OSI/NCO Financial Systems, Inc
Phoenix
02.2007 - 08.2011
- Processing payroll and commission spreadsheets from beginning to end
- Tracking attendance and paid time off for agents and management in multiple office
- Purchasing office and facility supplies within allotted budget
- Regular maintenance of inventory on all supplies
- Working in collaboration with internal and external vendors
- Processing termination paperwork, unemployment claims, new hire paperwork, 19's, direct deposits, tax forms, employee changes, activating and deactivating badges
- SPIFF reconciliations
- Handling and recording petty cash
- Responded to emails and other correspondence to facilitate communication and enhance business processes
Servicing Liaison
OSI Collection Services, Inc
Phoenix
07.1998 - 02.2007
- Responsible for professionally servicing multiple clients and assisting customers with collection accounts by obtaining their needs within client guidelines
- Clients included Bank of America, LaSalle Bank, Bank of Hawaii, Merrill Lynch, Nissan, GE Capital, BMW, and Wells Fargo Bank
- Reading and responding to daily customer mail, handling disputes and bankruptcy's in a timely manner
- Excellent customer service and phone skills
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
Education
High School Diploma -
Ajo High School
Ajo, AZ01.1991
Some College -
University of Phoenix
Tempe, AZElectronic Assembly
Tucson Job Corp
Tucson, AZSkills
- Multitasking Abilities
- Attention to Detail
- Data Entry
- Teamwork and Collaboration
- Training and Development
- Written Communication
- Dependable and Responsible
- Good Telephone Etiquette
- Interpersonal Communication
- Team-building
- Clerical Support
- Appointment scheduling
- Patient registration
- HIPAA compliance
- Records management
- Customer relationship management
- Front office operations
- Workflow optimization
- Staff supervision
- Team collaboration
- Effective communication
- Problem solving
- Attention to detail
- Training and coaching
- Time management
- Strong leadership
- Staff training and development
- Exceptional communication
- Mail sorting
- Front office management
- Travel arrangements
- Office supplies ordering
- Office supplies inventory management
- Scheduling appointments
- Sensitive information handling
- Schedule coordination
- Maintaining confidentiality
- Interpersonal relations
- Reception duties
- Customer service
- Document management
- Appointment confirmation
- Insurance verification
- Calendar management
Languages
Spanish
Timeline
Front Office Lead Reg/Front Office Reg/Patient Scheduler
Honor Health Heart Care North Mountain
10.2024 - Current
Registration/Scheduler
Honor Health Heart Care
01.2020 - 09.2022
Chiropractic, Office Manager
Injury
05.2019 - 12.2019
HIPAA Compliance Officer
Honor Health
05.2019 - 12.2019
Office Supervisor
NOAH Cholla Health Center
07.2018 - 04.2019
Collections Department Manager
Alliancemed
04.2017 - 07.2018
Office Manager
Alliancemed
09.2014 - 04.2017
Administrative Assistant
ALW Sourcing, LLC/NCO Financial
08.2011 - 08.2014
Coordinator
Maricopa
01.2011 - 08.2014
Executive Administrative Assistant/Facilities Manager
OSI/NCO Financial Systems, Inc
02.2007 - 08.2011
Servicing Liaison
OSI Collection Services, Inc
07.1998 - 02.2007
High School Diploma -
Ajo High School
Some College -
University of Phoenix
Electronic Assembly
Tucson Job Corp
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