Open to opportunities

Angelina Virgo

@angelinavirgo1

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Healthcare operations leader specializing in patient registration, revenue cycle compliance, and team development.

United States

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What I'm looking for

I’m looking for a healthcare operations leadership role where I can drive compliance, strengthen patient registration and revenue cycle processes, mentor teams, and improve patient outcomes through efficient documentation and strong service quality.

I lead patient-centered healthcare operations with a strong focus on regulatory compliance, secure handling of patient information, and consistent service quality. I streamline workflows to improve efficiency while keeping teams aligned with company standards.

As a Patient Registration Representative Team Lead at WakeMed mycare365, I direct daily operations, monitor performance and key metrics, and serve as the primary escalation point. I develop and maintain compliance frameworks, coach employees through leadership training, and support seamless patient check-in while managing documents through OnBase and Epic.

Previously, I supported large call-volume revenue cycle and patient account needs as an Operational Float Pool Specialist (remote) for Duke University. I handled inbound inquiries, interpreted EOBs, and used knowledge of UB04/HCFA1500, CPT/ICD9 coding, and insurance terminology to resolve balances, claims, refunds, and eligibility issues.

I also bring long-term leadership experience, including Patient Services Manager and Patient Services Supervisor roles at WakeMed and UNC Rex Healthcare. I mentor and onboard teams, coordinate performance evaluations, maintain health and patient satisfaction benchmarks, and ensure daily operational readiness—always with critical thinking and standards-driven execution.

Experience

Work history, roles, and key accomplishments

Current

Patient Registration Team Lead

Current

WakeMed MyCare365

May 2024 - Present (2 years 1 month)

Directed daily operations as first escalation for complex patient billing, insurance, and service issues while ensuring regulatory compliance and adherence to company standards. Managed document processing and HIM workflows using OnBase and Epic, performed insurance verification and copay collection, and led training and coaching to improve team performance.

Team Leadership Regulatory Compliance Onbase Epic Insurance Verification Revenue Cycle Support Patient Registration Cash Handling

Patient Account Representative (PRN)

WakeMed MyCare365

Jul 2023 - May 2024 (10 months)

Provided PRN patient access support by registering and scheduling patients, supporting front-office administrative tasks, and resolving account balance and payment concerns. Verified coverage/eligibility, requested insurance authorizations as needed, and maintained accurate Epic records for efficient appointment preparation and service delivery.

Patient Scheduling Epic Insurance Authorization Revenue Cycle Support Data Entry Patient Balances Resolution

Operational Float Pool Specialist

Duke University

Jul 2023 - Apr 2024 (9 months)

Provided high-volume support via call center, instant chat, and email to resolve patient account questions related to billing, eligibility, balances due, and unmanageable debt write-offs. Researched accounts, interpreted EOBs, processed refunds, and updated primary/secondary insurance details to complete and correct claims.

Call Center Support Patient Billing Insurance Verification EOB Interpretation Claims Processing Refund Coordination

Patient Account Representative

WakeMed MyCare365

Jan 2022 - Jul 2023 (1 year 6 months)

Registered, preregistered, and admitted patients to prepare for medical appointments, handling scheduling changes and patient support for billing, insurance, and account balance questions. Collected copayments, requested insurance authorizations, performed Epic updates for demographics and patient files, and coordinated financial referrals to support payment of clinical services.

Patient Registration Epic Scheduling Insurance Authorization Billing Coordination Data Entry

Patient Services Manager

WakeMed Cary Hospital / Compass Group

Jan 2020 - Jan 2022 (2 years)

Managed department scheduling and PTO requests while mentoring employees through performance tools, training, and regular coaching. Ensured regulatory compliance to Joint Commission and local health department standards, maintaining a 98% health inspection score and 90% patient satisfaction score, while coordinating team meetings, evaluations, and onboarding.

Team Management Training & Coaching Scheduling Regulatory Compliance Joint Commission Onboarding Data Reporting

Patient Services Supervisor

UNC Rex Healthcare

Jan 2006 - Sep 2019 (13 years 8 months)

Led quality assessment monitoring and provided work direction and scheduling while coordinating across interdisciplinary teams. Maintained HACCP and food service documentation, achieving a 98.5% health inspection score and strong patient satisfaction performance (35.1%/80th percentile for food friendliness and 51.1%/80th percentile for helpfulness), while managing opening/closing and daily operati

Quality Assurance HACCP Scheduling Team Supervision Regulatory Compliance Performance Monitoring Customer Service Operational Readiness