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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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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:
This resume is created in 7 minutes.
Summary

Dedicated and focused Advanced Medical Support Assistant who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.


Highlights
  • Meticulous attention to detail
  • Results-oriented
  • Self-directed
  • Professional and mature
  • Strong problem solver
  • Resourceful
  • Dedicated team player
  • Strong interpersonal skills
Accomplishments

Selected after a month and a half of employment to be the subject matter expert for the Veterans Choice Program for the Prime Care clinics. Coordinated the logistics of Mega Clinic with the Health Systems Specialist of Prime Care in successfully addressing a solution to access challenges by creating appointments and reducing the over thirty day wait times.

Worked on scheduling audits to recognize and correct errors ensuring proper scheduling procedures were being performed.

Experience
Advanced Medical Support Assistant Oct 2016 to Current
 VA AOPC － AUSTIN, TX
Responsible for running reports to complete daily administrative tasks to ensure properly scheduled appointments and perfoms self auditing to troubleshoot and correct any scheduling errors. Place multiple calls a day to schedule and inform patients of appointments in the womens clinic.
Annotate administrative notes to the nurses and doctors to ensure messages get to the appropriate personnel to assist the patient in a patient aligned care team concept.  Managed quality communication, customer support and promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax for each client.  Resolved minor issues at the front desk by being knowledgeable on policy and procedure using effective communication skills to inform and teach the patient, which resulted in multiple, "speak to the director" comments on excellent customer service recognition letters. 
Advanced Medical Support Assistant Jan 2015 to Oct 2015
 VA Medical Center － HOUSTON, TX
Organized and oversaw the logistics of the Mega Clinic which was a patient centered initiative to create more appointments to create more access for patients to be seen.  Responsible for coordinating with nurse managers and leadership to establish this initiative to schedule and ensure the doctors were informed and that the clinic ran smoothly.  Contributed in correcting scheduling errors on audits which were used to ensure access to care. 
Responsible for reading all policies and procedures for the Veterans Choice program in order to inform the Health System Supervisor in leadership meetings for the implementation and process improvement to access in the Prime Care Clinics. 
Medical Support Assistant Aug 2013 to Aug 2014
 VA Medical Center － Dallas, TX Chosen out of 300 applicants to be a part of a patient centered care initiative grant funded program called the HMMV (homeless mobile medical for veterans unit).  This very exciting and new program was created to engage and assist veterans become more involved in the multiple programs the VA had for homeless veterans.  This unit was mobile which went out in the community and on the streets of downtown Dallas.  Coordinated different services to prepare the mobile unit to be fully functional.  Responsible for training other personnel on the team to utilize this 300,000 thousand dollar machine and was responsible for driving it to various off sites in the downtown dallas area known to have high populations of homeless veterans.
This resume is created in 7 minutes.
Highlights
  • Expert in risk management
  • Excellent communication skills
  • Detail-oriented
  • Excellent time management skills
  • Customer service expert
  • Multi-unit operations management
  • Business performance improvement
  • Site access administrator
  • Department Timekeeper
  • MS Office certified
  • Customer relations
  • Hiring and retention
  • Regulatory compliance
  • Personnel records maintenance
  • Process improvement strategies
  • Work flow planning
  • Budget analysis
  • Security systems administrator
Summary
High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive organizational growth.
Experience
Medical Support Assistant (40 hours per week) $38K Annual Salary
February 2015 to Current Department of Veterans Affairs (McGuire Medical Center) － Richmond, VA Responsible for scheduling appointments, including interpreting and verifying provider request in accordance with VHA national scheduling guidelines. Screen telephone calls, ensuring timely communication to patient/staff, scheduling, canceling, -re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring appointments for areas of responsibility; ensuring encounter forms are competed in order to obtain appropriate workload credit; completion of pre-registrations when applicable, verifying and updating demographic and insurance information; performing basic eligibility and pre-authorization requirements for specific coverage. Assist with preparing simple word documents, memos and communications for clinical staff, reviewing documentation, date entry, reminder phone calls, printing and distribution of the EARR Report weekly for providers, Interact effectively with peers, patients, families, and members of the healthcare team; in house and private sector. Act independently to resolve or act on any problem within realm of responsibilities. Observe strict confidentiality and safeguard all patient-related information. Performs daily timekeeping responsibilities
SBA Portfolio Administration (40 -50 hours per week) $61K Annual Salary
April 2013 to July 2014 SunTrust Bank － Richmond, VA

Underwrote, structured, and documented independently all existing Small Business Administration loans in the Wholesale Lending Portfolio. Determined appropriate rate locks, issuance of disclosures, overage and underage waivers and fee waivers. Handled and submitted for approval to the SBA Loan Servicing request for the portfolio, to include; collateral substitution, troubled debt restructure and transfer to Special Assets for continuous monitoring or charge off. Responsible for manually logging into the WLS/SBA Production Support Help Line and daily monitoring of the SBA servicing email inbox. Educated customers on the variety of loan products and available credit options. Worked in collaboration with closing attorneys to execute the loan closing process, including ordering credit reports, appraisals and preliminary title reports. Primary Collection Specialist for all SBA funded loans. Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements. Maintained confidentiality of bank records and client information. Primary customer service contact for delinquent accounts. Gathered, analyzed and researched data from a variety of database systems. Coordinated with internal and external contacts to respond to underwriting and loan decision both written and orally.
Medical Call Center Specialist (40 hours per week) $32K Annual Salary
October 2012 to April 2013 VCU Medical Center － Richmond, VA

Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified time frames. Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Assisted with the development of the call center's operations, quality and training processes. Properly directed inbound calls in phone queues to improve call flow. Acquired insurance authorizations for procedures and tests ordered by the attending physician. Scheduled surgeries and procedures in conjunction with Surgical Coordinator. Scheduled patient follow up appointments. Completed registration quickly and cordially for all new patients. Efficiently performed insurance verification, pre-certification and pre-authorization functions.


Loan Administration Manager I (40-60 hours per week) $67K Annual Salary + Bonuses
June 2007 to October 2012 Wells Fargo & Company － Richmond, VA

Managed staff of up to thirty employees and lead the operations for the Centralized Credit Support Services Renewal Prep Team; responsible for customer service, loan monitoring, processing and documentation. Performed executive secretarial responsibilities for Site Manager to include: booking travel, completing expense reports and conference/meeting scheduling. Oversaw office automation duties to include clerical duties, telephone and correspondence to clients while establishing office guidelines and procedures of office support staff.  Responsible for budget management, achieving business goals, performance management, staff planning, and development, as well as implementation of long term business goals. Responsible for accuracy of all outgoing loan documentation and correspondence for customer renewals. Prepared, compiled and retrieved reporting statuses for distribution to team.  Successfully met and in many cases, succeeded, all established merger integration targets and time lines. Consistently provided clear expectations, tools, training, feedback, rewards and recognition. Effectively applied compensation philosophy and communicated overall business results to the team in a timely basis. Responsible for recruitment, staffing payroll, and performance management to include disciplinary or adverse actions. Utilized electronic and manual information systems for internal reporting requirements for staff. Gathered background information, prepared case files and formal correspondence on the full range of informal, disciplinary and adverse actions. Served as the primary administrator for the Physical Access Control System at site location. Verified personal identification authorization documents, temporary parking passes, parking permits and decals, or other forms to authorize access, and briefed employees and visitors on controls and restrictions associated with access to site location.

  • Primary customer service contact for Business loans within local footprint.
  • Service Excellence Award Winner
  • Star Manager Nominee
  • Multiple Shared Success, On the Spot, and Service Excellence recognitions.
Business Banking Portfolio Manager (40-50 hours per week) $48K Annual Salary
August 2006 to June 2007 SunTrust Bank － Richmond, VA

Portfolio Risk Manager for a $188 million portfolio of business banking loans focused on maintaining the credit quality goals as defined by credit administration. Responsibilities included: underwriting loan renewals, conducting annual reviews, and assigning appropriate risk ratings through spreading financial data, generating financial rations and determining liquidity and profitability. Assisted the new deal team with backlog of credits and direct lead for assigned collector to portfolio with final approval to transfer problem loans to Special Assets Department. Worked closely with local relationship managers, salespeople, and management teams to negotiate with and retain clients, as well as to increase sales of loans and other banking products.

  • Lending authority of $1 million on secured and unsecured credits.
  • Managed a portfolio of approximately 4000 complex business/small business banking loans for the entire North Carolina region.
Credit Analyst I (40 hours per week) $42K Annual Salary
April 2003 to August 2006 SunTrust Bank － Richmond, VA

Review and analyze financial data of individuals and businesses to determine the degree of risk involved in extending credit or lending money. Primary responsibilities included assessing credit risk through financial analysis to include borrowing bases, covenant ratios, collateral monitoring, and financial statement spreading to evaluate liquidity and profitability. Perform periodic reviews of both personal and business financial statements, tax returns and audited financial statements. Prepare reports; extract financial data of existing and potential credit customers.

Sr. Help Desk Specialist-Auto Loan Processing (40 hours per week) $32K Annual Salary
October 1998 to April 2003 SunTrust Bank － Richmond , VA

Provided customer service assistance in support of six dealer relationship managers, fourteen auto loan processors and twelve underwriters for a large regional financial services company. Collaborated effectively with loan underwriters, auto dealerships, individual consumers, legal department and loan processors ensuring accuracy and legal compliance of loan contracts. Funded, debited and charged back funds to dealerships as required.

  • Effectively processed 50-100 customer service calls daily
  • Selected by management to handle all underwriting service calls due to established reputation for providing outstanding customer service.
  • Earned Achievement Award November/1999
Education
Bachelor of Science : Criminal Justice/Sociology, 2018 Averett University － Chesterfield, VA, USA

Coursework in Criminal Justice, Criminology and Sociology. 60 hours of coursework in Juvenile Justice and Deviance in Society completed.  Anticipated graduation: June 2018

*GPA 3.92
Associate of Arts : Business Administration John Tyler Community College － Chesterfield, VA, USA

Coursework in Finance and Business Administration. Coursework in Financial Modeling.

Professional Training and Development

RMA (Risk Management Association), SunTrust Bank 2013

LDP (Lending Decisioning Process), SunTrust Bank 2013

Managing Diversity, Wachovia Bank 5/08

Situational Leadership, Wachovia Bank 9/07

Omega Performance, SunTrust Bank 5/06

Credit Management Tracking Software Training, SunTrust Bank 1/06

Credit Management Package Software Training, SunTrust Bank 9/05

Financial Analysis Training, SunTrust Bank 4/03

Medical Terminology Training, Veterans Administration Medical Center 8/90


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