Monica Munoz
Milwaukee,WI
Summary
Accomplished medical administrative professional specializing in patient registration, insurance verification, and compliance. Demonstrated success in reducing scheduling errors by 20% while maintaining HIPAA standards and enhancing operational workflows, ensuring seamless patient experiences across diverse healthcare settings.
Overview
22
22
years of professional experience
Work History
Medical Administrative Senior Representative
Evernorth Care Group
Collinsville, Illinois
10.2022 - 01.2026
- Handled high-volume calls (60-100 calls daily), consistently meeting performance metrics; resolved issues at first contact and educated patients on MyChart features.
- Processed referrals and prior authorizations per payer guidelines and tracked them to completion.
- Scheduled provider and nurse visits, diagnostics, and procedures for 18 locations while maintaining zero banner errors, contributing to a 20% reduction in overall errors.
Medical Administrative Senior Representative
Cigna Medical Group
Gilbert, AZ
09.2019 - 06.2022
- Delivered end-to-end patient access in Epic; scheduling, eligibility verification, referrals, and check-in/check-out; raising patient satisfaction scores by 25% quarter over quarter.
- Handled multiline phones, accurately entered ICD-10 and CPT codes, posted payments, enrolled patients into MyChart.
- Streamlined front-office workflows and supported clinicians while ensuring compliance with HIPAA regulations.
Lead Scheduling Coordinator
Froedtert Health
Milwaukee, WI
05.2019 - 06.2019
- Led onboarding and training for schedulers in a cancer care clinic, served as Epic Super User and go-live floor support.
- Built and optimized provider templates, partnered with leadership to refine workflows and resolve escalations.
- Monitored scheduling accuracy and access, coached staff on best practices, reducing scheduling errors by 20%.
Scheduling Coordinator
Froedtert Health
Milwaukee, WI
10.2018 - 05.2019
- Scheduled follow-ups, procedures, and nurse visits, coordinated diagnostics and treatments across departments.
- Trained new hires and float staff, earned promotion to Lead Scheduling Coordinator based on performance.
- Built and edited provider templates, served as Epic Super User.
Medical Administrative Associate
Cigna Medical Group
Tempe, AZ
09.2017 - 06.2018
- Scheduled appointments, verified insurance, processed referrals, performed patient check-in and check-out in Epic.
- Managed multi-line phones, entered ICD-10 and CPT codes, posted payments, enrolled patients in MyChart.
- Sorted and distributed mail, provided administrative support to clinicians, upheld HIPAA standards.
Medical Receptionist
Eye Care Specialists
Milwaukee, WI
05.2013 - 06.2017
- Scheduled ophthalmology follow-ups, injections, and laser procedures.
- Accurately posted patient payments and resubmitted denied claims for payment.
- Coordinated referrals to subspecialty offices and processed medical records requests, including Social Security Disability claims.
- Obtained prior authorizations for radiology procedures to comply with payer requirements.
Medical Support Assistant
Department of Veterans Affairs
Milwaukee, WI
10.2012 - 04.2013
- Supported Rapid Response and Code calls; maintained accuracy of Bed Management System.
- Arranged admissions; printed labels and wristbands; ordered and maintained supplies.
- Verified provider orders, entered data into EMR, and prepared pre-op and Cath Lab packets to ensure smooth operations.
- Assigned pagers and telemetry phones, configured Jeron system, and responded to patient calls to facilitate timely nursing notifications.
Patient Relations Rep II
Medical College of Wisconsin
Wauwatosa, WI
11.2009 - 10.2012
- Supported clinic staff during go-live as Epic super user, ensuring smooth implementation and user adoption.
- Managed multi-line phones; scheduled, canceled, and rescheduled appointments.
- Processed medication refills, prior authorization requests, and insurance pre-certifications.
New Patient Scheduling
Advanced Pain Management
Greenfield, WI
03.2007 - 11.2009
- Coordinated scheduling of new patient visits, radiology, and procedures for 24 physicians across 22 locations, ensuring efficient patient flow.
- Entered demographic and insurance information into NextGen EMR; verified eligibility.
- Requested, tracked, and scanned medical records from referring offices into the EMR.
Receptionist/Screener
Social Development Commission
Milwaukee, WI
08.2006 - 03.2007
- Greeted clients and screened documents in compliance with HIPAA regulations.
- Managed multi-line phone systems, scheduled appointments, and routed calls efficiently.
Receptionist
David Abelson MD, S.C.
Milwaukee, WI
06.2004 - 08.2006
- Greeted patients and visitors; managed phones; registered and scheduled appointments.
- Verified insurance via Medifax, automated phone systems, and payer websites.
- Processed medical records releases; facilitated medication pre-authorizations and referrals.
Education
Human Services Associate Degree -
Milwaukee Area Technical College
MilwaukeeSkills
- Patient registration
- Appointment scheduling
- Insurance verification
- Prior authorization
- Medical records
- HIPAA compliance
- EPIC EMR system
- Medical terminology
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Office administration
Timeline
Medical Administrative Senior Representative
Evernorth Care Group
10.2022 - 01.2026
Medical Administrative Senior Representative
Cigna Medical Group
09.2019 - 06.2022
Lead Scheduling Coordinator
Froedtert Health
05.2019 - 06.2019
Scheduling Coordinator
Froedtert Health
10.2018 - 05.2019
Medical Administrative Associate
Cigna Medical Group
09.2017 - 06.2018
Medical Receptionist
Eye Care Specialists
05.2013 - 06.2017
Medical Support Assistant
Department of Veterans Affairs
10.2012 - 04.2013
Patient Relations Rep II
Medical College of Wisconsin
11.2009 - 10.2012
New Patient Scheduling
Advanced Pain Management
03.2007 - 11.2009
Receptionist/Screener
Social Development Commission
08.2006 - 03.2007
Receptionist
David Abelson MD, S.C.
06.2004 - 08.2006
Human Services Associate Degree -
Milwaukee Area Technical College