A'Ja Waters
Baltimore,MD
Summary
Dedicated administrative support specialist with a proven track record in fast-paced healthcare environments. Recognized for reliability, adaptability, and a proactive approach to managing complex schedules, patient interactions, and confidential records. Committed to fostering teamwork and ensuring seamless operations through effective communication within medical settings. Proficient in medical terminology, office software, and maintaining patient confidentiality protocols, contributing to high standards of care and operational efficiency.
Overview
8
8
years of professional experience
Work History
Medical Secretary II
University of Maryland Medical Center
09.2024 - 07.2025
- Schedule new and existing patients for Sleep consultations, evaluations, and treatments.
- Implemented process improvements that reduced patient wait times significantly.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Facilitated insurance verification to streamline patient registration and reduce delays.
- Managed multi-line phone system and pleasantly greeted patients.
- Respond to requests from patients, DME companies (Durable Medical Equipment) and other staff.
- Request referrals and prior authorization of treatment plans.
- Maintained accurate patient records, ensuring compliance with healthcare regulations.
- Confirming insurance coverage, authorization and obtaining medical records, when necessary.
- Managed patient scheduling and appointments using electronic health record systems.
- Coordinated communication between patients and medical staff to enhance service delivery.
- Managed over 50 customer calls per day.
Front Office Coordinator
St Paul and Biddle Medical Associates
04.2024 - 09.2024
- Greet patients and other visitors, answer questions and aid when necessary.
- Schedule new and existing patients for consultations, evaluations, and treatments.
- Answer phone calls and respond to requests from patients, attorneys, and other staff.
- Managed patient scheduling and appointment coordination to optimize office efficiency.
- Confirming insurance coverage and authorization as applicable.
- Distribute forms and paperwork to patients while ensuring that required fields are properly complete.
- Facilitated communication between medical staff and patients, enhancing overall service delivery.
- Prepare patient charts while keeping them organized.
- Request authorization of treatment plans and referrals and medical records, when necessary.
- Input new patient demographics and scan paperwork.
- Oversaw inventory management for office supplies and medical materials, ensuring availability for daily operations.
- Developed strong relationships with patients, providing empathetic support and assistance throughout their visit.
- Keep office environment clean and organized.
Billing Specialist
Virginia Health Services
07.2023 - 01.2024
- Responsible for monthly, semi-monthly billing to residents, Medicare, Medicaid, and secondary insurance companies according to the resident’s billing status.
- Processed billing claims accurately using advanced billing software.
- Reviewed and reconciled patient accounts to ensure compliance with regulations.
- Prepares monthly reconciliations of collections and various accounting tasks.
- Researched and resolved billing discrepancies to enable accurate billing.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Complete insurance authorizations.
Administrative Assistant
Virginia Health Services
11.2022 - 07.2023
- Coordinated scheduling and logistics for executive meetings and departmental events.
- Managed office supplies inventory, ensuring cost-effective purchasing and timely replenishment.
- Developed and maintained filing systems to enhance document retrieval efficiency.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Assist billing and accounting staff as needed.
- Accounts Receivable
- Bank Deposits
Administrative Secretary
Virginia Health Services
11.2021 - 11.2022
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined appointment scheduling to enhance clinic efficiency and patient flow.
- Managed confidential medical records, ensuring compliance with HIPAA regulations.
- Responded to inquiries from callers seeking information.
- Preforms general office duties such as managing telephone calls, mail, and visitors.
- Oversaw inventory management for office supplies, ensuring adequate stock levels at all times.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assist corporate and accounting staff as needed.
- Responsible for facility banking and postal activities.
- Custodian of petty cash.
- Screened all visitors for COVID-19, while providing and stocking PPE gear for employees and visitors to wear.
- Completed New Hire Paperwork.
- Maintained accurate records of employee attendance, vacation days, sick leave, and overtime to facilitate payroll processing.
- Initiate and maintain communication with families and residents, informing parties of policies and procedures.
- Effectively communicate with member of the multidisciplinary care team.
- Prepare residents rooms for occupancy, ensuring functional equipment, cleanliness, and eliminating any environmental concerns.
Hospitality Aide
Bayside of Poquoson Health and Rehab
12.2020 - 12.2021
- Maintained positive lobby presence, pleasantly greeting guests and employees.
- Maintained a clean and safe environment by following infection control protocols.
- Screened all visitors for COVID-19, while providing and stocking PPE gear for nurses and visitors to wear.
- Sit with Residents and assisted as needed.
- Assisted residents with daily living activities, ensuring comfort and dignity in care.
Call Taker
AAA Club Alliance
03.2019 - 04.2021
- Managed high-volume inbound calls, providing efficient customer service and support.
- Demonstrated a pleasant and professional telephone manner while responding properly to members’ requests regarding Roadside Assistance.
- Provided empathetic support to distressed callers, offering guidance on available resources or directing them to appropriate channels for further help when necessary.
- Assisted members, utilizing maps to determine breakdown location.
- Collaborated with cross-functional teams to streamline processes and improve response times.
- Monitored multiple computer screens simultaneously.
- Prioritized time-sensitive calls effectively, ensuring efficient allocation of resources in emergency situations.
- Recalled, summarized, prioritized, and categorized information.
- Maintained a professional demeanor, managing difficult callers and deescalating tense situations.
- Managed over 50 customer calls per shift.
Customer Service
Walmart
09.2017 - 09.2018
- Answered inquiries and provided superior customer service to clients.
- Provided exceptional customer service by addressing concerns promptly and effectively.
- Operated cash registers, cashed checks, issued money orders and sent money.
- Handled issues of any returns, exchanges, and refunds.
- Answered phone calls and questions from customers, ensuring a high degree of customer satisfaction.
- Assisted stock workers and customer service agents throughout shifts.
Education
High School Diploma -
Heritage High School
Baltimore, MD05.2015
Skills
- Hospitality
- Time management
- Professional telephone etiquette
- ICD-10 coding
- Medicare/Medicaid
- Customer service
- HIPAA compliance
- Multi-line phone systems
- Microsoft Office: Outlook, Excel, Word, PowerPoint
- Copying, Scanning, Filing and Printing
- Medical terminology
- Medical administrative support
- Prior authorizations and Insurance verification
- EMR systems
- Clinical support
- Patient scheduling proficiency
Timeline
Medical Secretary II
University of Maryland Medical Center
09.2024 - 07.2025
Front Office Coordinator
St Paul and Biddle Medical Associates
04.2024 - 09.2024
Billing Specialist
Virginia Health Services
07.2023 - 01.2024
Administrative Assistant
Virginia Health Services
11.2022 - 07.2023
Administrative Secretary
Virginia Health Services
11.2021 - 11.2022
Hospitality Aide
Bayside of Poquoson Health and Rehab
12.2020 - 12.2021
Call Taker
AAA Club Alliance
03.2019 - 04.2021
Customer Service
Walmart
09.2017 - 09.2018
High School Diploma -
Heritage High School