ALLEEN R. DAVIS
Richmond,VA
Summary
Experienced professional with 18 years in leadership, back-office operations, administrative support, and customer service. Organized and dependable, excels at managing multiple priorities with a positive attitude. Willing to take on added responsibilities to ensure team goals are met. Dedication to hard work frequently praised by peers.
Overview
18
18
years of professional experience
18
18
years of professional experience
Work History
Supervisory Medical Support Assistant
Radiology Department (FULL TIME GS8), Richmond VA Medical
08.2025 - Current
- Supervised daily operations of medical support staff, ensuring efficient patient flow and optimal resource utilization.
- Plans training programs for Medical Support Assistants, develops and maintains an efficient work force of employee which is an integral part of clinic operations.
- Coordinated scheduling for multiple departments, optimizing appointment availability and reducing patient wait times.
- Implemented quality control measures to ensure compliance with healthcare regulations and organizational standards.
- Maintains a strong and consistent focus on the complaint resolution which must always be accompanied by attempts at service recovery
- Responds to patient inquiries through multiple VA approved forms of contact where patient pose questions, complaints, compliments and suggestions; eg MyHealtheVet, Secure Messaging, E-mail, Phone, Walk-in, or Phone.
- Demonstrated strong problem-solving abilities by addressing patient concerns or complaints in a timely and empathetic manner.
- Promoted a positive patient experience through exceptional customer service skills when interacting with patients both in-person and over the phone.
Lead MSA- Radiology Department (FULL-TIME GS7)
Richmond VA Medical Center
Richmond, VA
11.2024 - Current
- Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow
- Trains all new AMSA staff on scheduling and front desk operations
- Works closely with direct supervisor to ensure directives are carried out
- Gathers and analyze information from a variety of sources and allocations that affect the daily operation of multidisciplinary clinic
- Performs timekeeping functions for over 50 employees
- Assuring coverage of all areas of responsibility; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Strengthened communication skills through regular interactions with others.
ADVANCE MEDICAL SUPPORT ASSISTANT- Primary Care (FULL-TIME-GS6)
Hampton VA & Richmond VA Medical Center
Hampton, VA
05.2023 - 11.2024
- Advanced ability to communicate tactfully and effectively, by phone, in person, and in writing with internal and external customers.
- Ensuring Veterans are scheduled in a timely and accurately manner.
- Ability to provide general clerical support such as incoming and outgoing materials to include release of information, reports, travel claims, and Memoranda.
- Advanced knowledge of CPRS, Vista Gui Scheduling, Vista R3, VSE, ICB, VistA Imaging Capture.
- Advanced knowledge of managing a Pact Team.
- Collect, compile and/or track data and statistical information in support of daily operation along with ensuring accuracy and validity of date which includes running daily Return to Clinic Query for assigned Pact Team.
- Direct and screen incoming calls.
- Advanced knowledge of medical terminology.
- Advanced knowledge of policies of administrative function to include but not limited to appointment cycles, follow-up care, overbooking, no blind scheduling, provider availability, attention to PID, etc. Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
Front Office Coordinator (FULL-TIME)
HCA Independence Park Imaging Center
Richmond, VA
12.2007 - 12.2022
- Provide high-level leadership skills overseeing a front office staff of 15 employees in a fast-paced environment.
- Responsible for the management of workload data related to all radiology modalities
- Assisted in projecting annual budget estimates, managed fiscal matters, and identified budget needs
- Ensure that we are providing high quality customer service to all our patients.
- Answer high phone call volume on a multiphone system.
- Schedules MRI’s, CT’s, Ultrasounds, Mammograms, Dexa scans and plain film X-Rays.
- Verify patient eligibility and benefits using multiple insurance websites and programs.
- Obtain medical authorizations from insurance companies which includes providing appropriate CPT and ICD-10 codes.
- Maintained accurate payroll records and submitted data to accounting department for processing.
- Resolved escalated complaints and answered questions regarding policies and procedures.
- Implemented and enforced corporate and departmental policies and service standards.
- Supervised direct reports and enforced adherence to established procedures and deadlines.
- Drafted and monitored employee scheduling to support effective resource allocation.
- Trained employees in job-specific tasks and evaluated continuing education needs to improve team performance.
- Collaborated with department leads, physicians, and senior management to coordinate operations and drive improvements.
- Built highly-efficient administrative team through ongoing team building, coaching, and professional development opportunities.
- Initiated feedback system for patients to express concerns and suggestions, leading to service improvements.
- Contributed to a positive team atmosphere by assisting colleagues when needed, fostering a supportive work environment for all employees.
Skills
- Insurance Verification
- ICB
- PATS
- Power BI
- Medical Terminology
- Kronos
- Microsoft Outlook
- Meditech
- Maintaining Office Records
- HIPAA Guidelines
- Confidence and Drive
- Microsoft Teams
- Epic
- VistA Gui
- CPRS
- Virtual Care Manager (VCM)
- Consult Tool
- Consult Tracking Manager
- VistA Imaging Capture
- VATAS
Timeline
Supervisory Medical Support Assistant
Radiology Department (FULL TIME GS8), Richmond VA Medical
08.2025 - Current
Lead MSA- Radiology Department (FULL-TIME GS7)
Richmond VA Medical Center
11.2024 - Current
ADVANCE MEDICAL SUPPORT ASSISTANT- Primary Care (FULL-TIME-GS6)
Hampton VA & Richmond VA Medical Center
05.2023 - 11.2024
Front Office Coordinator (FULL-TIME)
HCA Independence Park Imaging Center
12.2007 - 12.2022
Timeline
Supervisory Medical Support Assistant
Radiology Department (FULL TIME GS8), Richmond VA Medical
08.2025 - Current
Lead MSA- Radiology Department (FULL-TIME GS7)
Richmond VA Medical Center
11.2024 - Current
ADVANCE MEDICAL SUPPORT ASSISTANT- Primary Care (FULL-TIME-GS6)
Hampton VA & Richmond VA Medical Center
05.2023 - 11.2024
Front Office Coordinator (FULL-TIME)
HCA Independence Park Imaging Center
12.2007 - 12.2022