Angela Monaco
Pompano Beach,Florida
Summary
Dynamic Director oversees every facet of production with strong project management and decision-making skills. Brings comprehensive knowledge of production writing, planning and technical operations. Skilled at coordinating production plans and personnel resources to complete work under tight deadlines. Detail-oriented and knowledgeable Medical Office Manager skilled at completing patient-facing and office-based tasks by applying strong multitasking and organizational abilities. Independent worker with extensive medical experience dedicated to optimal patient care.
Overview
24
24
years of professional experience
Work History
Fraud Detection Specialist
Bank of America
04.2020 - 07.2023
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Evaluated customer data to identify and prevent fraudulent activities.
Medical Office Manager
South Florida Women's Health/Hormonify
07.2023 - Current
- Addressed and remedied all patient or team member issues.
- Oversaw accounting, budgeting, and financial reporting.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Developed close working relationships with front office and back office staff.
- Assisted with regulatory issues such as compliance.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Consulted with healthcare professionals on business decisions.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Created reports, presentations and other materials for executive staff.
- Organized and updated databases, records and other information resources.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Customer Service Agent
Alliance Title And Mortgage
09.2006 - 07.2016
- Communicated with clients regarding account services, statements, and balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Entered customer information into customized computer system with [Software] to document and organize client records.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted to new applications and maintained knowledge of current technologies.
Licensed Mortgage Broker
Elite Finance Mortgage
03.2000 - 08.2006
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Oversaw scheduling of timely loan closing to satisfy home builder and borrower needs.
- Fielded customer complaints and provided solutions.
- Explained very technical financial information to applicants in easy to understand language.
- Monitored pipelines to track and log status of loans.
- Compiled closing packages for drafting and presentation accuracy.
- Proactively identified solutions for customers experiencing credit issues.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Resolved problems, improved operations and provided exceptional service.
Education
Certified HHA/CPR - Home Health Aide
Ruby's Academy For Health Occupations
Fort Lauderdale, FL05.2022
Licensed Mortgage Broker - Mortgage Finance
Gold Coast School Of Real Estate And Mortgage
2000
Just Under 2 Years - Business/Psychology
Broward College
Fort Lauderdale, FL09.1994
High School Diploma -
Brewster High School
Brewster, NY05.1989
Skills
- Issues resolution
- Script review and revision
- Business planning
- Business Development
- Staff Management
- Negotiation
- Strategic planning
- Medical Practice Operations
- Insurance Eligibility and Verification
- Patient Registration
- Reception Management
- Attention to Detail
- Conflict Resolution
- Billing Processes
- Team Supervision
- Team Leadership
- Strong Work Ethic
- Sound Judgment
- Professional telephone etiquette
- Patient Needs Assessment
- Schedule Creation
- Administrative Support
- Medical Procedures Scheduling
- Continuous Process Improvement
- Team Leadership and Motivation
- Critical Thinking
- Medical terminology knowledge
- Effective Multitasking
- Persuasive Communication
- Inventory Control
Timeline
Medical Office Manager
South Florida Women's Health/Hormonify
07.2023 - Current
Fraud Detection Specialist
Bank of America
04.2020 - 07.2023
Customer Service Agent
Alliance Title And Mortgage
09.2006 - 07.2016
Licensed Mortgage Broker
Elite Finance Mortgage
03.2000 - 08.2006
Certified HHA/CPR - Home Health Aide
Ruby's Academy For Health Occupations
Licensed Mortgage Broker - Mortgage Finance
Gold Coast School Of Real Estate And Mortgage
Just Under 2 Years - Business/Psychology
Broward College
High School Diploma -
Brewster High School