Monique Pangelinan Norman
Long Beach,Ca
Summary
Dynamic and detail-oriented Medical Office Representative with a proven track record in delivering exceptional front desk support, optimizing administrative processes, and providing outstanding patient care. Brings over five years of progressive experience managing patient interactions, scheduling, and medical office operations in high-volume healthcare settings. Highly skilled in using Epic, Outlook, and Medpoint to streamline workflows and improve patient throughput. Recognized for managing over 120 patients weekly with precision, professionalism, and empathy. Adept at problem-solving, multitasking, and ensuring full HIPAA compliance. A natural leader and team collaborator, committed to enhancing patient satisfaction and supporting efficient, quality-driven healthcare delivery.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Peer Support Specialist
Tarzana Treatment Centers, Inc
Long Beach, CA
11.2025 - Current
- Facilitated peer support sessions to promote recovery and resilience among clients.
- Developed individualized coping strategies in collaboration with clients to enhance well-being.
- Assisted clients in navigating healthcare systems and accessing community resources effectively.
- Educated individuals about mental health issues and available treatment options through workshops.
- Trained new peer support staff on best practices for client engagement and resource navigation.
- Enhanced patient satisfaction by providing timely and accurate medication dispensing services.
Sr. Medical Office Rep
Providence St. John's Medical Center
Santa Monica, CA
01.2025 - Current
- Provided front desk support including patient check-in, appointment scheduling, and answering multiline phones
- Reduced wait times for patients by effectively prioritizing tasks and utilizing strong multitasking skills
- Facilitated smooth communication between patients and healthcare providers, effectively acting as a liaison for both parties
- Performed various administrative tasks by filing, copying and faxing documents
- Improved accuracy in insurance verification, resulting in reduced claims denials and faster reimbursements
- Increased revenue collection by accurately processing copays and deductibles at the time of service
- Verified insurance coverage and authorizations, collecting and processing patient documentation
- Maintained accurate electronic health records (EHR) and ensured HIPAA compliance
- Acted as a liaison between patients, providers, and clinical staff to support quality care
Front Office Coordinator
Colliers International Real Estate Firm
Las Vegas, NV
01.2023 - 12.2023
- Managed scheduling and front office communications in a busy corporate environment
- Responded to inquiries, maintained appointment calendars, and organized digital records
- Provided professional client-facing support and coordinated logistics for meetings
Lead Behavioral Health Technician / Medical Assistant
Muse Treatment
Culver City, CA
01.2021 - 09.2023
- Supervised and guided a team of behavioral health technicians to ensure consistent, quality patient care
- Conducted patient intakes, monitored daily progress, and maintained up-to-date charts
- Supported group therapy sessions and administered prescribed medications under supervision
- Maintained a safe, therapeutic environment and reported behavioral observations to clinicians
- Assisted with administrative functions, including documentation and appointment tracking
Member Services Advocate
Scan Health Plan
Long Beach, CA
01.2019 - 01.2021
- Managed high call volumes from members regarding insurance benefits, claims, and authorizations
- Coordinated appointments and referrals between members and healthcare providers
- Input and maintained accurate member data, ensuring adherence to HIPAA regulations
- Assisted with behavioral health needs and collaborated with clinical teams to ensure member support
Education
Certified Medical Assistant
North-West College
Long Beach, CARADT Certified - Registered Alcohol and Drug Technician (RADT)
CaliforniaCCAPP Member - California Consortium of Addiction Programs and Professionals
CaliforniaHigh School Diploma -
Maxine Waters High School
CPR/First Aid Certified -
Core Skills
Calendar & appointment management, Front desk operations & clinic oversight, Office administration & phone system handling, Planning, time management & multitasking, Patient interaction & check-in/out procedures, Insurance verification & billing support, Customer service & hospitality, High-volume inbound call handling, Epic, Outlook, and Medpoint proficiency, Electronic Health Records (EHR) management, HIPAA compliance, Medical assisting and prior authorizations, Effective verbal communication, Team coordination & leadership, Strategic, critical, and discretionary thinking, Remote work adaptability
Certification
CPR/First Aid Certified
Timeline
Peer Support Specialist
Tarzana Treatment Centers, Inc
11.2025 - Current
Sr. Medical Office Rep
Providence St. John's Medical Center
01.2025 - Current
Front Office Coordinator
Colliers International Real Estate Firm
01.2023 - 12.2023
Lead Behavioral Health Technician / Medical Assistant
Muse Treatment
01.2021 - 09.2023
Member Services Advocate
Scan Health Plan
01.2019 - 01.2021
RADT Certified - Registered Alcohol and Drug Technician (RADT)
CCAPP Member - California Consortium of Addiction Programs and Professionals
High School Diploma -
Maxine Waters High School
CPR/First Aid Certified -
Certified Medical Assistant
North-West College