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Skillful Medical Support Assistant resume

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Career Overview
To assure programs, projects, systems and tasks are efficiently performing above expectations. Technical Quality Manager versed in software administration and data communications.
Qualifications
  • Kali & Ubuntu
  • Windows OS: ME, XP, 7, 8, 8.1, 10, Server 2008, & Server 2012
  • Adobe: Illustrator, Photoshop
  • MS: Access, Active Directory, Excel, Outlook, PowerPoint, Project, Publisher, SharePoint, SQL Server, Visio
  • Citrix Receiver - Eclipse Java Neon - EnCase - FTK Imager - Instant WordPress - jGrasp - Mobile Iron - NetCat - Nmap - Remedy - Security Center - VMWare - Win-Hex - Wireshark
  • Languages-HTML - Java - SQL - PL/SQL -T-SQL
  • Oracle: 11g, 12c, SQL Developer, Virtual Box
Work Experience
Senior Information Technology Specialist/Data Analytics Project Coordinator 06/2016 to Current STS Systems Integration, LLC/The AM Agency
  • Qualitative and Quantitative analysis of Information Technology Asset Management, and Tier 2 & Tier 3 Support.
  • Routine performance assessments of project goals and measurement of service levels.
  • Data mine Remedy, Mobile Iron, Active Directory, System Center Configuration Manager (SCCM), Tenable Security Center.
  • Develop reports and dashboards leveraging MS Word, PowerPoint, Excel and Access.
  • Identify and report deviations and errors for resolution.
  • Generate, assign, review, escalate and manage support requests in Remedy.
  • Schedule vulnerability scans in Tenable Security Center.
  • Monitor and report vulnerability remediation.
10/2015 to 06/2016 Diamond Solutions, Inc
  • Project Quality Assurance Lead on FDA Center for Tobacco Products programs.
  • Manage 27 Quality Assurance Specialists.
  • Manage and monitor work schedules, leave, task distribution and completion, time & attendance.
  • Monitor and report staff, project and task key performance indicators.
  • Perform annual evaluations, conduct team meetings, training & counseling.
  • Develop MS PowerPoint presentations for training and reporting purposes.
  • Contribute to an IDIQ proposal by serving as a subject matter expert and developing the Quality Assurance Plan.
  • Interview and evaluate prospective employees.
  • Gather project requirements and performance standards.
  • Design & implement processes for quality analysis & control of FDA compliance processes and documents with MS Word.
  • Asses and make recommendations for changes to tasks, projects or the program.
  • Design processes for record keeping implemented in SQL server Database.
  • Develop MS SQL Server Database.
  • Administrate MS SQL Server Database.
  • Create MS SQL Server users accounts.
  • Perform MS SQL Server account password resets.
  • Create MS SQL Server queries.
  • Develop MS Access forms, reports, queries.
  • Connect local MS Access files to Network SQL Server database.
  • Perform data quality checks.
  • Develop MS Excel workbooks.
  • Administrate project (DHCP, Print & File) server.
  • Create Active Directory users & groups.
  • Perform Windows network account password resets.
  • Create network share folders.
  • Manage access to network share folders.
  • Track FDA issued assets.
  • Workstation setup, mapping of network folders & printer configuration.
  • Utilize MS Outlook email, calendar, address book, and voting functions.
  • Quality Assurance Lead on FDA Center for Tobacco Products programs.
  • Managed 16 Quality Assurance Specialists.
  • Managed and monitor work schedules, leave, task distribution and completion, time & attendance.
  • Monitored and report staff, project and task key performance indicators.
  • Performed annual evaluations, conduct team meetings, training & counseling.
  • Developed MS PowerPoint presentations for training and reporting purposes.
  • Developed the Quality Assurance Plan for the task mod that resulted in a staffing increase.
  • Design & implement processes for quality analysis & control of FDA compliance processes and documents with MS Word.
  • Assessed and made recommendations for changes to tasks, projects or the program.
  • Designed processes for record keeping implemented in SQL server Database.
  • Developed MS SQL Server Database.
  • Administered MS SQL Server Database.
  • Created MS SQL Server users accounts.
  • Performed MS SQL Server account password resets.
  • Created MS SQL Server queries.
  • Developed MS Access Forms.
  • Developed MS Access reports.
  • Created MS Access queries.
  • Connected local MS Access files to Network SQL Server database.
  • Performed data quality checks.
  • Develop MS Excel workbooks.
  • Administrated project (DHCP, Print & File) server.
  • Created Active Directory users & groups.
  • Performed Windows network account password resets.
  • Created network share folders.
  • Managed access to network share folders.
  • FDA issued asset tracking.
  • Workstation setup, mapping of network folders & printer configuration.
  • Utilize MS Outlook email, calendar, address book, and voting functions.
Teaching Assistant 02/2015 to 05/2015
  • Assist instructors to teach basic computer skills & MS Office.
Program Analyst/Quality Analyst 09/2014 to 12/2014 Alutiiq LLC Navy's National Naval Medical Center NNMC
  • Patient Appointment Call Center (PACC).
Lead Computer Instructor 05/2014 to 05/2015
  • Lead classroom instruction of basic computer skills & MS Office with MS PowerPoint and MS Word.
  • Reported regular class attendance and grading with MS Excel.
Lead Patient Appointment Coordinator 03/2012 to 09/2015 Department of Defense's
  • Integrated Referral Management and Appointing Center for the National Capital Area.
  • Supervised eight appointing agents.
  • Verified timecards, coordinated leave authorizations.
  • Conducted individual & team meetings.
  • Trained new employees.
  • Utilized the Composite Health Care System (CHCS) for scheduling & the Armed Forces Health Longitudinal Technology Application (AHLTA) to document & communicate patient concerns & needs to providers.
  • Verify patient orders for specialist services, laboratory testing, and imaging.
  • Modify healthcare provider schedules and input order at provider's request.
  • Trained, staff in the use of CHCS, AHLTA, MICROLOG and customer service.
  • Performed error correction, conflict resolution, and advocated for patient needs.
  • My team was the most productive team on multiple occasions.
Lead Medical Support Assistant 10/2011 to 03/2012
  • for Depart of the Army's DeWitt Army Community Hospital Central Appointment Service.
  • Supervised ten contractors.
  • Coordinated leave requests, and managed the staff schedule that featured rotating weekend shifts.
  • Verified and signed time cards.
  • Served in an advisory capacity to noncontract staff.
  • Trained, staff in the use of CHCS, AHLTA, DMRSi, MICROLOG and customer service.
  • Error correction, conflict resolution, and patient advocacy.
  • Utilized the Composite Health Care System (CHCS) for scheduling & the Armed Forces Health Longitudinal Technology Application (AHLTA) to document & communicate patient concerns & needs to providers.
  • Verify patient orders for specialist services, laboratory testing, and imaging.
  • Modify healthcare provider schedules and input order at provider's request.
  • Developed, revised and disseminated standard operating procedures (SOPs) with MS Word to give staff access to information that improved service throughout the hospital.
  • In particular the integration of the Radiology appointing services that often required laboratory verification.
  • MICROLOG System administrator, performed system monitoring & maintenance, managed call routing, & operational hours through IVR configuration.
  • Data mined MICROLOG, CHCS & AHLTA to generate reports for leadership with MS Excel and MS PowerPoint.
  • Recognized by the Chief of Appointing, Clinical Support, Radiology, and Primary Care Administrator for my improvements in department service.
  • Utilized MS Outlook's email and address book functions.
Lead Medical Support Assistant 04/2011 to 09/2011 GAP Solutions Inc
  • Provided quality analysis and management operations for the service administrative support.
  • Designed methods for recording, analyzing and reporting effectiveness of operations relative to leadership standards.
  • Monitored and assessed service provided by the staff of 25 Reported findings in MS Excel to Call Center Administrator, Training Manager and floor Supervisors.
  • Presented findings at individual staff evaluations, and Group meetings with MS Excel and PowerPoint.
  • Developed and revised training materials with MS Word.
  • Conducted training in the use of CHCS, AHLTA and Customer Service with MS PowerPoint.
  • Coach and counseled the staff as necessary.
  • for the Department of the Army's DeWitt Army Community Hospital Central Appointment Service.
Computer C.O.R.E. Computer Refurbishment Technician 09/2010 to 04/2011
  • Hardware troubleshooting, FRU installation & upgrade.
  • Utilized PXE boot re-image workstations through ghost cast installation.
  • Configured Windows & installed MS office.
01/2008 to 09/2010 IAP World Services
  • Supervised ten contractors.
  • Coordinated leave requests, and managed the staff schedule that featured rotating weekend shifts.
  • Verified and signed time cards.
  • Served in an advisory capacity to noncontract staff.
  • Trained, staff in the use of CHCS, AHLTA, DMRSi, MICROLOG and customer service.
  • Error correction, conflict resolution, and patient advocacy.
  • Utilized the Composite Health Care System (CHCS) for scheduling & the Armed Forces Health Longitudinal Technology Application (AHLTA) to document & communicate patient concerns & needs to providers.
  • Verify patient orders for specialist services, laboratory testing, and imaging.
  • Modify healthcare provider schedules and input order at provider's request.
  • Developed, revised and disseminated standard operating procedures (SOPs) with MS Word to give staff access to information that improved service throughout the hospital.
  • In particular the integration of the Radiology appointing services that often required laboratory verification.
  • MICROLOG System administrator, performed system monitoring & maintenance, managed call routing, & operational hours through IVR configuration.
  • Data mined MICROLOG, CHCS & AHLTA to generate reports for leadership with MS Excel and MS PowerPoint.
  • Recognized by the Chief of Appointing, Clinical Support, Radiology, and Primary Care Administrator for my improvements in department service.
  • Utilized MS Outlook's email and address book functions.
Medical Support Assistant 10/2005 to 01/2008 Army's Walter Reed Army Medical Center (WRAMC) Appointment Service
  • Utilized the Composite Health Care System (CHCS) for scheduling & the Armed Forces Health Longitudinal Technology Application (AHLTA) to document & communicate patient concerns & needs to providers.
Education and Training
August 2016 George Mason University, Volgenau School of Engineering
Bachelor of Science (BS): Internetworking Technology June 2013 Strayer University Cum Laude Internetworking Technology
Database Specialist Certificate December 2016 Northern Virginia Community College
Cyber Security Certificate December 2015 Summa Cum Laude
Network Administration Certificate May 2015 Summa Cum Laude
Information Technology Technical Support Certificate December 2014 Summa Cum Laude
Certifications
  • CompTIA Advanced Security Practitioner (CASP)-November 2015
  • Security+-September 2014
  • Network+-January 2015
  • A+-August 2014
  • Six Sigma Lean Black Belt Professional-September 2016
  • Executive Management Certified-April 2016
  • Change Management Specialist-December 2014
  • Total Quality Management Professional-May 2015   
Skills
Active Directory, administrative support, Adobe, Photoshop, Army, Armed Forces, Asset Management, book, c, Call Center, Citrix, Coach, Community Hospital, basic computer skills, conflict resolution, counseling, Customer Service, Database, Database Design, DHCP, Eclipse, email, Forms, ghost, Hardware troubleshooting, HTML, Illustrator, image, imaging, Information Technology, instruction, IVR, Java, laboratory testing, Leadership, Linux OS, Clinical Support, meetings, Access, MS Access, MS Excel, Excel, MS Office, Windows OS, MS Outlook, Outlook, MS PowerPoint, PowerPoint, Publisher, SharePoint, Win, Windows, MS Word, mod, Network Administration, Network, Object Oriented Programming, Oracle, Developer, PL/SQL, patient advocacy, presentations, Primary Care, printer, Design processes, processes, Process Design & Improvement, proposal, PXE, quality, Quality Assurance, Quantitative Analysis, Radiology, record keeping, recording, reporting, Research, routing, scheduling, MS SQL Server, SQL, SQL Server, staffing, System administrator, Systems Administration & Design, Technical Support, Technical Writing, training materials, T-SQL, upgrade, Visio

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Job-winning Medical Support Assistant resume

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Summary

Solutions-focused, versatile management professional offering a comprehensive background supporting U.S. military operations in roles of increasing responsibility during a 20-year career in the United States Air Force. An effective communicator who quickly masters new roles and technologies to achieve positive results.

Skills
  • Proficient Microsoft Office skills
  • Exceptionally organized
  • Courteous demeanor
  • Energetic work attitude
  • Strong communication skills
  • Results oriented
  • Strong attention to detail
  • Excellent team-builder
  • Calm under pressure
  • Conflict resolution
Experience
Medical Support Assistant
August 2016 to Current Veterans Administration － Worcester, MA
  • Manage the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
  • Serve as technical advisor and liaison with contacts at all levels.
  • Able to work in a busy environment, multi-task, and ensure compliance.
  • Process and follow-up on a very high volume of phone calls and written requests.
  • Assist with clinic access contingency plans by adjusting appointment times, location, or dates.
  • Determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
  • Prioritize deadlines to meet team and patient needs.
Pharmacy Technician
August 2015 to August 2016 Veterans Administration － West Roxbury, MA
  • Worked closely with pharmacists and used medication input software to safely and accurately dispense medication.
  • Provided friendly customer service at prescription drop-off and pick-up counters.
  • Efficiently answered multi-line phone and processed high volume of order requests from nurses, doctors and pharmacists.
  • Maintained proper storage and security conditions for all drugs.
  • Strictly maintained customer and patient confidentiality.
  • Successfully assisted customers with medical issues and provided valuable healthcare counseling.
Pharmacy Technician
April 2015 to July 2015 Walmart － North Oxford, MA
  • Worked closely with pharmacists and used medication input software to safely and accurately dispense medication.
  • Maintained drug inventory levels by ordering necessary medications and supplies and verifying deliveries against purchase orders.
  • Provided critical information and advice to customers regarding possible drug interactions, side effects, dosage and proper medication storage.
  • Verified patient data and billing information.
  • Regularly completed paperwork and entered prescription and insurance billing information into patient profiles.
Senior Clinical Implementation/ Analyst Consultant
April 2013 to August 2014 Xerox － Norwalk, CT
  • Conducted activity-based analysis of business processes and made recommendations based on the findings.
  • Maintained security and data integrity of databases.
  • Developed metrics used to determine inefficiencies and areas for improvement.
  • Tracked, analyzed and interpreted trends in data.
  • Documented process flows and developed requirements for functional improvements and enhancements.
  • Identified business requirements and devised implementation strategies.
Facilities Manager
April 2012 to April 2013 Sodexo － Gaithersburg, MD
  • Managed fiscal matters, forecasted resources and equipment needs.
  • Researched and applied staffing concepts, practices, policies, and procedures.
  • Maintained awareness of available resources and made budgetary and projection recommendations to leadership.
  • Worked with subordinates to diagnose malfunctions and determine repair needs.
  • Arranged employee schedules to ensure work was distributed to accomplish all goals.
Senior Analyst Product Implementation
August 2004 to August 2011 CareFusion / Pyxis － San Diego, CA
  • Install and support Pyxis hardware and software.
  • Mentor team members on strategic products, best practices and customer education.
  • Conduct client training on the use of Pyxis products.
  • Provide advanced problem solving, troubleshooting and system consultation as needed for client.
  • Manage new and existing accounts.
  • Perform upgrades to Pyxis software and hardware.
  • Demonstrate a mastery of the established Pyxis project management process.
  • Ability to prioritize and manage multiple complex projects within time, technical and resource constraints.
Human Resources / Recruiter
July 1986 to July 2007 United States Air Force － Westover, MA
  • Recruit qualified personnel for entry into the Air Force in accordance with applicable regulations.
  • Advise management on organizing, preparing, or implementing recruiting or retention programs.
  • Evaluate recruitment or selection criteria to ensure conformance to professional, statistical, or testing standards, recommending revisions, as needed.
  • Assist in planning training and operational activities to ensure a productive work environment.
  • Explained occupational and organizational structure of the Air Force to applicants, parents, and interested groups of individuals.
  • Evaluated and initiated in-processing of qualified applicants and maintained prospect files.
  • Recorded data for each employee, such as address, weekly earnings, absences, amount of sales or production, supervisory reports, and date of and reason for termination.
  • Prepared badges, passes, and identification cards, and performed other security-related duties.
  • Requested information from law enforcement officials, previous employers, and other references to determine applicants' employment acceptability.
  • Select applicants meeting specified job requirements.
  • Conducted new employee orientation to foster positive attitude toward organizational objectives.
Education
Bachelor of Science : Business, 2017 Ashford University － Clinton, IA

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Experienced Medical Support Assistant resume

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Accomplishments
  • Increased office organization by developing more efficient filing system and customer database protocols.
  • Proficient in CPRS, Vista, Microsoft Word, Outlook and PowerPoint, Tracer.
  • Advanced Medical Support Asst.
  • full time 40+ hours a week) December 2015 to current (Supervisor Bridgit Bass) Scheduling, cancelling or rescheduling appointments in accordance with VHA national scheduling guidelines.
  • Interpreting and verifying provider orders as appropriate.
  • Monitoring appointments in areas of responsibility to ensure smooth patient flow.
  • Capturing and verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) System.Obtaining medical information from patients, documenting this information accurately in the appropriate system and communicating accurately and timely to the appropriate clinician or team as needed.
  • Interacting with internal and external customers to achieve desired outcomes.
  • Entering no-show information.
  • Assisting clinicians in completing encounter forms to obtain workload credit.
  • Verifying and updating demographics and insurance information.
  • Medication refills and tracking.
Professional Summary
Dedicated and focused Advanced Medical Support Asst who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.

ABILITY TO COLLABORATE, SET PRIORITIES, AND ORGANIZE THE WORK IN ORDER TO MEET DEADLINES, ENSURING COMPLIANCE WITH ESTABLISHED PROCESSES, POLICIES AND REGULATIONS.

ABILITY TO COMMUNICATE TACTFULLY AND EFFECTIVELY, BOTH ORALLY AND IN WRITING, INORDER TO MEET PROGRAM OBJECTIVES. THIS MAY INCLUDE PREPARING REPORTS IN VARIOUS FORMATS AND PRESSENTING DATA TO VAARIOUS ORGANIZATIONAL LEVELS.

ADVANCED KNOWLEDGE OF THE TECHNICAL HEALTH CARE PROCESS AS IT RELATES TO ACCESS TO CARE.ADVANCED KNOWLEDGE OF POLICIES AND PROCEDURES ASSOCIATED WITH OPERATIONAL ACTIVITIES THAT AFFECT THE PATIENT FLOW, PATIENT CARE, AND THE REVENUE PROCESS. .

ABILITY KNOWLEDGE OF MANAGING A CLINIC. THIS INCLUDES INDEPENDENTLY UTILIZING REFERENCE SOURCES, DECISION MAKING, AND EMPOWERING THE TEAM TO COLLABORATE AND RESOLVE PROBLEMS WITHIN A COMPLEX SYSTEM ENVIRONMENT.

ADVANCED KNOWLEDGE OF POLICIES AND PROCEDURES ASSOCIATED WITH OPERATIONAL ACTIVITIES THAT AFFECT THE PATIENT FLOW, PATIENT CARE, AND THE REVENUE PROCESS. ADVANCED KNOWLEDGE OF MEDICAL TERMINOLOGY DUE TO THE TECHNICAL NATURE OF LANGUAGE UTILIZED BY CLINICIANS.

Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.

Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians, At least 1 year of experience equivalent to theGS-5 grade level that demonstrates the core competencies described at that level to include 

Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. 

Knowledge of basic medical terminology. 

Ability to make appointments in a clinical setting. 

Ability to work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. 

Ability to communicate effectively and professionally with employees at varying grade levels. 

Ability identity customer's concerns perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; and one year above high school. I have both the equivalent combination of experience and education qualifying for entry level for which both education and experience are acceptable.

Level-headed health professional who remains calm and effective in extremely difficult and stressful situations. Strong belief in importance of companionship and support in patient care.
Skills
  • Microsoft Office proficiency Professional and mature
  • Meticulous attention to detail Strong problem solver
  • Results-oriented Advanced MS Office Suite knowledge
  • Self-directed Resourceful
  • Time management Dedicated team player
  • Self-starter Strong interpersonal skills
  • Patient charting Insurance eligibility verifications
  • Medical terminology
  • Patient-focused care
  • Trustworthy companion
  • Companionship and emotional support
  • Compassionate
  • Efficient and reliable team player
  • Committed team player
  • Adaptable
Work History
Advanced Medical Support Assistant, 01/2014 to 03/2015
Contracted Nashville VA. Hospital – Nashville, TN
  • Advanced Medical Support Asst (full time 40 + hours a week Designed electronic file systems and maintained electronic and paper file.
  • Maintained the front desk and reception area in a neat and organized fashion.
  • Maintained an up-to-date department organizational chart.
  • Dispersed incoming mail to correct recipients throughout the office.
  • Supplied key cards and building access to employees and visitors.
  • Made copies, sent faxes and handled all incoming and outgoing correspondence.
  • I worked collaboratively in an interdisciplinary coordinated care delivery model and performs duties related to the receipt, intake, and indexing of health and administrative information.
  • I have worked well with interface with personal computer (PC) applications.
  • Scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
  • Assignments at this level include scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring outpatient appointments.
  • Ability to operate computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports.
  • Coordinates with the patient care team to review the clinic utilization by using various reports.
  • Ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
  • Develops/maintains effective and efficient communication with patient, interdisciplinary team, VA medical centers, and Other agencies.
  • Participates in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
  • May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record.
  • Monitors pre-appointment requirements to assure readiness for patient visit/procedure (e.g.
  • x-ray, lab work).
  • Manages electronic wait list to verify and validate accuracy and resolves issues.
  • Participates and provides input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions.
  • Participates in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care.
  • Evaluates patient information and clinic schedule lists to determine whether patient is vested.
  • WALKER,MELVIN (3738) WALKER,MELVIN (3738) - Educates providers about shared patients (those who receive their care at multiple VAs or those who have care.
  • Processes requests to update Veterans' personal eligibility and enrollment information by transmitting information to the Health Eligibility Center (HEC) database for subsequent transmission to other VHA facilities involved in the Veteran's care.
  • Assist Veterans with completion and entering of financial assessments for copay and bene travel determination.
  • Counsel & thoroughly explains to Veterans and their representatives regarding the outcome of their application and eligibility for VA benefits.
  • Orient and direct Veterans and visitors, answer routine inquiries, and make appropriate referrals of questions concerning eligibility.
  • Provides training to new employees joining the Health Administration Service staff.
  • Ensures the organization's "vision" is integrated into the section's goals, strategies, activity plans, and work products.
  • Provide eligibility documents to the Health Eligibility Center on a routine basis.
  • Makes health benefits eligibility determinations independently.
  • When documentation is not available, initiates a search for the needed verification.
  • Obtains all key information needed and initiates medical administrative processing of basic requests and forms.
  • Provide eligibility determinations and information to the medical and administrative staff.
  • Notifies the patient when eligibility is denied, in adequate detail and suggests alternative sources for obtaining medical care or refers the patient to another specialized advisor.
  • Ensures all required reports are provided within established time frames with accurate and concise information.
  • Identifies potential problems in patient processing and initiates corrective action to resolve delays.
  • Notifies supervisor immediately of delays in patient processing which have not been resolved.
  • Assist Veterans in obtaining appropriate documentation needed to determine eligibility for medical care.
  • Intervenes and initiates corrective action to resolve patient complaints.
  • Prepare appropriate documentation regarding such incidents.
  • Advise Veterans on non-medical benefits of a routine nature.
  • Investigate problems or situations of an eligibility nature that may require special attention.
  • Maintains extensive knowledge of various VA directives, Medical Center policies and publications pertinent to patient care, (i.e., monetary benefits, types of discharges, methods of applying for death benefits, eligibility of care, etc.), and the priorities associated to them (i.e., travel regulations, consents for surgery, autopsy, etc.).
  • Analyzes situations to determine what decisions can be made or if advice of a higher authority is needed on special problems that may involve public relations.
  • community) and bringing to the attention of the provider.
  • Additional duties in support of efficient patient flow and practice management as required I have mastered the skills of scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing emergency and non-emergency transfers to other VA facilities or private hospitals; and performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
Insurnace Specialist, 10/2010 to 06/2013
Fresenius Medical Support Asstiant – Franklin , TN
  • 1000 Corporate Centre Dr, (Supervisor Lynda Hart) 40 + hours a week civilian (40,00 year) Updated patient accounts and information on a daily basis.
  • Scheduled and confirmed appointments for entire management team.
  • Standardized department filing system to increase efficiency.
  • Communicated with patients via phone, email and in person to obtain payments on outstanding accounts or accounts requiring deductibles or co-pays.
  • Handled and processed confidential patient information.
  • Streamlined systems for record retention by creating database for daily correspondence tracking.
  • Verifies insurance coverage by phone, online or through E1 (electronic system) transactions for all new patients and/or changes in coverage.
  • Contacts all new patients (via telephone) to verify the amount(s) that will be paid out-of-pocket/co-pays.
  • Maintains confidentiality of information at all times.
  • Assists patients with understanding their pharmacy benefits and available resources.
  • Educates patients regarding availability of alternative insurance options, such as providing Medicare part D assistance and education.
  • Assists when insurance coverage changes between companies or to Medicare, and/or refers patients to a social worker.
  • Answers patients' questions regarding insurance coverage.
  • Refers escalated questions/situations to supervisor or appropriate department (such as Billing to address a Billing error), or if a patient wants to opt out of the program.
  • Enters patient insurance information under the patient's account in the pharmacy data system.
  • Reviews all enrollment forms.
  • Ensures insurance information and appropriate referrals have been completely and accurately obtained.
  • May be required to follow up with social worker, insurance company, and/or patient to complete the application and verify insurance.
  • Demonstrates knowledge and understanding of insurance billing requirements.
  • Monitors all patients' insurance information to ensure that it is updated and accurate.
  • Addresses any identified anomalies or discrepancies, researches and answers questions as needed.
  • Analyzes patient reports from pharmacy data system as an audit check to ensure the correct insurance information is entered and that other changes are not overlooked.
  • Researches and corrects any discrepancies identified.
  • Prepares monthly reports to track work progress.
  • 1.
  • ABILITY TO SUPPORT EDUCATION PROGRAM AND COMPUTER-BASED FUNCTIONS.
  • 3.
  • ABILITY TO PROVIDE ADMINISTRATIVE ASSITANCE TO OVERALL ORGANIZATION 4.
  • KNOWLEDGE AND SKILLS IN ORGANIZATION PROCEDURE.
  • Completes work within authorized time to assure compliance with departmental standards.
  • Other duties as assigned.
  • Researched and updated all required materials needed for firm and partners.
  • Performed initial client assessment and analysis to begin research process.
  • Analyzed departmental documents for appropriate distribution and filing.
  • Created boardroom and courtroom multimedia presentations including video and text- sync'd depositions for enhanced understanding.
Member Services Rep II, 11/2005 to 07/2009
CVS\ Caremark – Nashville
  • full time 40 + hours a week) 445 Great Circle Rd, (Supervisor Chris Davis) civilian (32,00 year) accurately recorded and reported test results according to established procedures.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Maintained up-to-date records at all times.
  • Developed effective relationships with all call center departments through clear communication.
  • Prevented store losses using awareness, attention to detail and integrity.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
  • Create a positive emotional connection with customers.
  • Facilitate training that focuses on the skills required to achieve or exceed the required customer care standards consistently.
  • Track performance against goals on a regular basis using key metrics; analyze and immediately act on any issues that could affect achievement of service levels.
  • Collaborates with managers to improve upon identified performance.
  • Performs the duties of a customer service associate (CSA) to service Customers periodically to maintain the subject matter expertise required to effectively train and develop CSAs.
  • Provide side-by-side support, using training or coaching to reinforce and develop the classroom leanings.
  • Manage/prioritize workflows to ensure control and compliance requirements while providing extraordinary customer service.
  • Continually look for ways of streamlining processes and procedures, eliminating rework and reducing productivity variations wherever possible.
  • Partner with other team leads/technical coaches to identify training needs.
  • Assist with the development or improvement of training materials and managing the training logistics required for classroom trainings.
  • Maintains all company and regulatory compliance guidelines.
Advanced Medical Support Assistant, 12/2015 to 10/2017
Veterans Affairs Medical Center Long Beach – Long Beach, CA
  • Responded appropriately to the physical, emotional and developmental needs of patients.
  • Maintained sanitary residents' and program rooms.
  • Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
  • Answered patient calls for care and feeding.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease, and muscular dystrophy.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Obtained information about clients' medical history, drug history, complaints and allergies.
  • Obtained household supplies and ran daily errands.
  • Maintained a clean, healthy and safe environment.
  • Helped residents programming goals and increase their independence.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Reported any unusual circumstances in the patients' condition or environment.
  • Educated patients and families about infant care, preparation of healthy meals, independent living and adaptation to disability or illness.
  • Provided a comforting and soothing environment.
  • Took advantage of opportunities for continuing education, quality assurance and performance improvement activities.
  • Scheduled and accompanied clients to medical appointments.
  • Assisted with patient transfer and ambulation.
  • Documents objective data and routine aspects of patient care.
  • Performed direct patient care aimed at increasing comfort, psycho, social and spiritual well-being by providing assistance with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety.
Health Benefits Assistiant, 10/2017 to Current
VA Hospital – Nashville, TN
  • Took advantage of opportunities for continuing education, quality assurance and performance improvement activities.
  • Maintained accurate records of patient care, condition, progress and concerns.
  • Responded appropriately to the physical, emotional and developmental needs of patients.
  • Enrolled veterans into the VA Heath Care system.
  • Processed enrollment applications.
  • Educated veteran on their Health Care Benefits.
Education
Associate of Arts: Nursing, Nashville State Tech - Nashville -
Nursing
No Degree:

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