FELICIA MUNGO
Indian Land,South Carolina
Summary
Dynamic Medical Office Administrator with a proven track record at Atrium Healthcare, excelling in insurance verification and customer service. Adept at utilizing electronic health records to enhance operational efficiency and improve patient experiences. Recognized for exceptional problem-solving skills and staff training, fostering a collaborative environment that elevates care quality.
Overview
17
17
years of professional experience
Work History
Medical Office Administrator
Atrium Healthcare
Charlotte, NC
04.2016 - 11.2024
- Greeted patients, answered phones and scheduled appointments.
- Performed data entry tasks accurately within specified timeframe.
- Verified patient insurance coverage, eligibility and benefits.
- Provided support to clinical staff when needed.
- Answered incoming calls from pharmaceutical representatives.
- Created reports utilizing practice management software systems.
- Interacted with physicians on a daily basis to coordinate patient care plans.
- Processed payments for services rendered and collected co-payments.
- Prepared charts prior to patient visits.
- Reviewed documentation for accuracy before submitting claims.
- Resolved customer complaints in a professional manner.
- Assisted with billing inquiries, coding and collections activities.
- Maintained medical records in accordance with HIPAA regulations.
- Ensured compliance with all applicable laws and regulations related to healthcare industry.
- Scheduled follow up appointments for patients after their visit.
- Ordered office supplies and maintained inventory of medical equipment.
- Updated patient demographics regularly in the electronic health record system.
- Registered new patients into the practice management system.
- Analyzed accounts receivable aging reports monthly.
- Conducted administrative duties such as typing correspondence and filing documents.
- Maintained consistent patient confidentiality in alignment with HIPAA protocols by using encryption software.
- Coordinated communications between patients, physicians and hospital personnel.
- Scheduled appointments, oversaw check-ins and resolved patient concerns in high-volume practice.
- Maintained current knowledge of health records system and trained all new employees on correct usage.
- Provided exceptional patient experience through friendly and compassionate communications.
- Organized patient files and streamlined operations to improve efficiency.
- Furnished educational services to promote optimal office workflow.
- Managed office inventory and completed new purchases.
- Worked with insurance company representatives to verify benefits and obtain balances owed.
- Organized and managed medical supply inventory to foster continuous availability of required items.
- Communicated with patients regarding payments on outstanding accounts.
- Conducted insurance verification and pre-authorization, coded medical procedures and managed patient charts.
- Submitted diagnosis and procedure codes for insurance companies.
- Collected information, verified insurance and collected co-payments for patients as part of check-in process.
- Registered patients and scheduled appointments.
- Gathered information to file appeals for denials and minimized inaccuracies by maintaining accurate records of approvals.
- Explained policies, procedures and services to patients.
- Assisted with referrals and prepared medical records for patients.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Directed, supervised and evaluated medical, clerical or maintenance personnel.
- Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Executive Office Manager
US Army
Joint Base McGuire, Dix, Lakehurst, NJ
09.2012 - 10.2015
- Proofread documents prepared by executive staff members before being sent out.
- Updated databases on a regular basis with relevant information pertaining to customer accounts.
- Managed office operations and procedures, including filing systems, to ensure organizational effectiveness and efficiency.
- Greeted visitors upon arrival at the office; scheduled appointments; arranged refreshments for visitors when necessary.
- Developed and implemented new administrative systems, such as record management and financial tracking.
- Compiled data relating to customer inquiries or requests for assistance.
- Provided administrative support to senior executives by managing calendars, arranging conference calls, video conferences, and scheduling meetings, and appointments.
- Created and distributed agendas prior to executive staff meetings.
- Answered incoming telephone calls in a professional manner; screened callers; took messages; transferred calls or provided information as needed.
- Monitored inventory levels of office supplies and ordered items as necessary.
- Organized travel arrangements for executives, including booking flights, hotels, transportation.
- Assisted with the preparation of presentations for executive team meetings.
- Acted as liaison between executive staff members and other departments within the organization.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices.
- Managed office budget to handle inventory, postage and vendor services.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Managed, scheduled and coordinated office functions and activities for employees.
- Assigned work and monitored performance of project personnel.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented quality control measures to uphold company standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed business performance data and forecasted business results for upper management.
Executive Office Manager
US Army
Honolulu, HI
09.2007 - 07.2012
- Proofread documents prepared by executive staff members before being sent out.
- Handled confidential documents ensuring they remain secure.
- Managed office operations and procedures, including filing systems, to ensure organizational effectiveness and efficiency.
- Welcomed visitors to the office.
- Developed and implemented new administrative systems, such as record management and financial tracking.
- Coordinated meetings and events for executive staff members.
- Maintained an organized filing system for easy retrieval of documents when needed.
- Provided administrative support to senior executives by managing calendars, arranging conference calls, video conferences, scheduling meetings, appointments.
- Created and distributed agendas prior to executive staff meetings.
- Maintained confidentiality regarding all aspects of client interactions and sensitive documents related to the organization's activities.
- Answered incoming telephone calls in a professional manner; screened callers; took messages; transferred calls or provided information as needed.
- Researched various topics as requested by executive staff members or other departments within the organization.
- Assisted with the preparation of presentations for executive team meetings.
- Prepared expense reports and maintained budget records.
- Acted as liaison between executive staff members and other departments within the organization.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Interpreted and communicated work procedures and company policies to staff.
- Oversaw office budget for inventory, postage and vendor services.
- Used judgment and initiative in handling confidential matters and requests.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Set goals for team members and delegated work accordingly.
Education
Associate of Science - Legal Studies
Liberty University
Lynchburg, VA05-2019
Bachelor of Science - Paralegal Studies
Liberty University
Lynchburg, VA05-2019
High School Diploma -
East Aurora High School
Aurora, IL05-1989
Master of Arts - Executive Leadership
Liberty University
Lynchburg, VASkills
- Insurance verification
- Electronic health records
- Practice management software
- Customer service
- Quality assurance
- Staff training
- Data entry efficiency
- Problem-solving
Accomplishments
- Employee of the Quarter Award (1) · Cash Awards (5) · Time-off Awards (2)
Languages
English
Full Professional
Timeline
Medical Office Administrator
Atrium Healthcare
04.2016 - 11.2024
Executive Office Manager
US Army
09.2012 - 10.2015
Executive Office Manager
US Army
09.2007 - 07.2012
Associate of Science - Legal Studies
Liberty University
Bachelor of Science - Paralegal Studies
Liberty University
High School Diploma -
East Aurora High School
Master of Arts - Executive Leadership
Liberty University
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