Norma Munoz

Phoenix,AZ

Summary

Compassionate and detail-oriented administrative professional with years of experience in administrative roles and behavioral health.

Overview

Certification

years of professional experience

Work History

Benefit Specialist / Behavioral Health Technician (BHT)

Resilient Health

01.2023 - 07.2026

Supported behavioral health participants with healthcare benefits and access to needed services.
Processed AHCCCS applications for nutrition and medical benefits.
Handled Social Security applications for SSI and SSDI.
Monitored AHCCCS renewal information to help prevent patient coverage lapses.
Coordinated with the clinical team regarding case management needs and documentation.
Collaborated with administrative and clinical teams to align participant benefit needs and updates.
Supported participants in navigating healthcare and community resources to enhance access to necessary services.
Accompanied patients to medical and counseling appointments.
Coordinated transportation for appointments outside the facility.
Assisted case managers in coordinating client services and resources.
Maintained accurate client records using electronic health record systems.
Scheduled appointments and follow-up visits for clients with service providers.
Documented case notes and progress reports for ongoing assessments.
Educated clients on available resources and support programs.
Facilitated communication among clients, families, and healthcare professionals to ensure continuity of care.
Maintained accurate records and documentation of all cases in accordance with agency policies and procedures.
Provided support services such as assessment, information and referral, advocacy, crisis intervention, and follow-up services.
Coordinated transportation arrangements for clients attending appointments or classes.
Assisted clients in accessing needed benefits such as food stamps or housing assistance programs.
Monitored progress of clients through regular contact with them or family members.
Collaborated with medical personnel to develop treatment plans for clients based on their individual needs.
Participated in multidisciplinary team meetings to discuss cases and develop strategies for providing effective care.
Established relationships with social service providers to improve coordination of client care.
Served as a liaison between the agency and other organizations providing services for mentally ill individuals.
Resolved customer complaints by identifying issues and providing solutions.
Responded to customer emails and phone calls promptly, courteously, and professionally.
Communicated with clients to confirm appointments and address scheduling conflicts.
Developed and implemented group activities to encourage team building and communication skills.
Provided case management services and referrals to individuals who require additional assistance.
Answered incoming phone calls to assist clients and direct inquiries. to take messages or redirect calls to colleagues.
Provided administrative support to the executive team.
Managed daily office operations, including scheduling appointments and managing incoming calls.
Provided assistance to other departments when needed.
Delivered exceptional customer service through direct communication with clients and team members.
Greeted visitors at the front desk to ensure a welcoming environment. and signed in visitors to facilitate front office operations.
Documented case notes and maintained accurate client records in the system.

Prior Authorization Specialist / Medical Front Office Receptionist

Transitions Counseling & Consulting

01.2019 - 12.2022

Prioritized incoming authorization requests based on urgency.
Contacted insurance carriers to verify eligibility and coverage details.
Obtained authorizations through payer websites and telephone communication.
Followed up on pending authorization cases.
Maintained individual payer files with current requirements for successful authorizations.
Initiated appeals for denied authorizations to secure approvals.
Responded to clinic inquiries regarding payer medical policy guidelines.
Confirmed accuracy of CPT and ICD-10 diagnoses in procedure orders.
Discussed authorization status with patients and ensured clear communication.
Conducted financial assessments to determine client eligibility for assistance programs.
Recommended resources such as local non-profit organizations or government assistance programs.
Assisted patients without healthcare coverage to find resources, services and assistance needed.
Managed customer accounts, including collections on overdue amounts.
Examined customer payment history and coordinated collections arrangements.
Performed data entry tasks related to billing and collections procedures.
Monitored collections activities to ensure timely payments.
Managed multi-line phone system and routed calls efficiently.
Handled incoming mail and distributed correspondence to relevant departments.
Provided excellent customer service by responding promptly to inquiries and requests from clients, customers in person or via telephone, email.
Coordinated and confirmed patient appointments to maintain clinic efficiency.
Monitored daily behavior and reported concerns to the care team.
Oversaw youth recreational activities during intensive outpatient and partial hospitalization programs.

Medical Biller

Concentra

Phoenix, Arizona

01.2018 - 12.2018

Coordinated collections process for overdue accounts, ensuring timely payments through effective client communication. for overdue accounts while ensuring effective client communication.
Monitored accounts receivable reports to identify late, delinquent, or missing invoices and payments.
Prepared monthly statements for customers and sent out reminder notices.
Resolved customer billing issues to facilitate receipt of overdue payments and maintain positive customer relationships.
Created weekly aging reports to track overdue payments and initiate follow-up actions with clients.
Communicated effectively with patients regarding outstanding balances and payment options.
Responded to incoming calls regarding billing inquiries from patients and providers, providing accurate information. regarding billing inquiries from patients and or providers in a professional manner.
Maintained confidentiality of patient information according to HIPAA regulations.
Revised vendor files to include up-to-date contact information and changes in payment terms for accuracy. with new contact information or changes in payment terms upon request.
Coordinated daily administrative tasks to support smooth office operations and enhance productivity. to ensure smooth office operations.

Education

Diploma - Medical Administration /Billing

UEI College

Phoenix, AZ

01-2019

Skills

AHCCCS Processing
Authorization Management
Medical billing
Case documentation
Patient Care Coordinator
Insurance verification
Customer relationship management
EHR Systems TEBRA-KAREO-CREDIBLE
Healthcare benefits
Patient advocacy

Administrative support
Office equipment proficiency
Inbound and outbound calling
Payment processing
Scheduling
Multi-line telephone operations
Behavioral Health Tech
Financial Counselor
Collections management
Customer Service