Jackie White
Menlo Park,CA
Summary
Experienced in administrative medical setting with advanced skills in patient scheduling, secure messaging, and clinical flow processes. Proven ability to train and lead teams, manage patient records, and streamline clinic operations. Seeking to leverage expertise as a Administrative Support Medical Office Manager to contribute to an efficient and patient-focused healthcare environment. Demonstrating strong organizational skills and meticulous attention to detail, bring expertise in managing patient records, scheduling appointments, and coordinating medical services. Proficient in using healthcare software to maintain accurate data and support clinical staff, ensuring smooth operations within medical facilities. Known for solid work ethic and problem-solving abilities, consistently meeting deadlines with minimal errors. Ready to contribute as Lead Medical Support Assistant with focus on efficient patient care and administrative support. Reliable candidate with extensive experience providing excellent patient care. Skilled in patient intake, data entry, and clinical procedures. Possesses excellent communication and problem-solving skills, with a commitment to providing quality healthcare services.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Medical Support Assistant
Department of Veterans Affairs
11.2023 - Current
- As a Lead Adv. Medical Support Assistant I trained newly hired Adv. Medical Support Asst. between Menlo and Palo Alto VA dental. I coordinate staff to assist with patient care scheduling when short staff. Trained adv. MSA's on how to run an extremely busy dental clinic.
- How to communicate with call center Medical Support Assistant as it relates to policy procedures when canceling/rescheduling dental appointments, what to include when scheduling surgery, prosthodontics, and endodontist duration of time from 3 hours extractions, 90 min crown preparation to 15 min post-op and oral surgery follow-up.
- Also trained staff on how to read and respond to head & neck consults, address HVRP (homeless) veteran’s inquiries as it relates to schedule routine appointments, provide brochure as an alternative coverage dental plan through MetLife Dental to veterans who don’t meet the 100% service connection eligibility.
- I have trained dental staff on how to monitor and process secure messages through my healthevet, with the intent to address veteran concerns, forward secure message to the appropriate dental staff, and close out the message. Served as a key resource for new employees by providing comprehensive orientation training on department procedures and expectations.
- I have cancelled appointment with the intent to block doctors schedules by placing a leaf request, and contact veterans to offer new appointments when appointments are canceled by the clinic for six attending, six residents, two endodontists, two periodontists, two oral surgeons, and a one prosthodontist.
- As a Lead Medical Support, I have scheduled and cancelled routine appointments providing excellent patient care in areas of Monterrey, Livermore, Menlo Park, and Palo Alto VA clinics. Answer and respond to over 50-75 incoming calls and voicemails a day.
- Track status and progress of work, and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the dental supervisor on problems that may arise such as a backlog consults, return to clinic orders, and the high volume of calls which cannot be disregarded.
- Instruct new dental residents, medical support assistants in specific tasks, and job techniques as a lead medical support assistant, provide newly hired dental residents that are in rotation with adequate duration of time when scheduling veterans’ appointments in accordance with established procedures. Maintained current knowledge to advise and answer questions of other employees on procedures, policies, and directives.
- Met with dental supervisor to express the need to implement ways in which could help the dental run efficiently with the high volume of incoming and returning voicemails in a timely manner by introducing a call center MBA's to handle some of the heavy calls volume. How the RDA staff can monitor check- in routine appointments for veteran on their computers rather than relying of Lead Adv. MSA to announce every appointment on a loud speaker. Another, is to have the dental staff attending, residents, oral surgeon provide a written document outlining what the veteran should expect during their follow up appointment.
- With leadership experience it has allowed me to review medication orders to request prescriptions refill, review notation in CPRS as it relates to the status of community care request, nature of a return call to veteran regarding eligibility or denial, and to address any other patient healthcare concerns.
- As a Lead MSA I can effectively communicate with our triage, community care, and nor-cal dental team to ensure we are providing excellent patient care, provide immediate feedback to medical support assistant’s questions that may arise, and provide feedback to the supervisor’s questions or matters not covered by standards and problems in meeting performance standards.
- Monitored working conditions such as seating, ventilation, lighting, safety, while performing daily duties, inform staff of available services and employee activities, resolve informal complaints of employees and refer others to dental supervisors.
- As a Lead MSA I have a prompt response to patient advocate concerns, to determine and provide clinical care coordination when necessary, provided training materials and spreadsheets necessary for tracking work progress in the unit by using Microsoft Word, Excel, and PowerPoint.
- Improved patient satisfaction by providing efficient and timely support to medical professionals. Increased efficiency in handling emergency situations by developing an effective triage process based on patient needs assessment. Provided compassionate customer service, addressing patient concerns and fostering positive relationships between patients and healthcare providers.
- With advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
- Possess the ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting like cprs, ISS, share point(office of business analytics), patient scheduling, and x-drive to receive scanned and faxed documents, can organize work, set priorities, and delegate tasks responsibilities in order to meet deadlines.
- With administrative knowledge and skill, I can process incoming consultations and return to clinic reports through the office of analytics, and consult tracking, print daily encounter forms, and weekly appointment list.
- Track, review forward consult image request via email to the dental staff that is required to close out by the end of the week including daily notations of dental service rendered to the veterans after the set appointments. Enhanced team productivity by proficiently delegating tasks and coordinating daily operations.
Advanced Medical Support Assistant
Department of Veterans Affairs
08.2022 - 12.2023
- An Advanced Medical Support Assistant I can monitor patient enrollment, verify patient primary care providers, inform patients of new rules, regulations as it pertains to the many services provided within the Ophthalmology, Ears Nose, and Throat clinic. Work in a fast-paced medical clinics, multitask assignments, apply sound judgment, and make informed decisions.
- When short staff I have manage and prioritize the workload within the Ambulator A/B, GMC, Ophthalmology/ENT clinic by providing support to staff for daily 30min lunch and 15 breaks.
- Previously as a Cert.Nurse Assistant, I can apply medical terminology to my daily duties as an adv, MSA when reviewing CPRS, understanding orders, labs, reports, meds, consults and patients’ surgery notes.
- Set daily work priority as it relates to contacting patients to schedule appointments, once consults have been reviewed by the doctor, return patient voicemails, and process electronic clinic cancellations letters within a medical setting.
- Worked with providers to ensure that appointments are made correctly, and timely to maximize available slots of no-shows, and coordinate cancellations.
- Monitor incoming and outgoing faxes from other nursing home providers and the veteran’s affairs general medicine providers and can generate and print a wide variety of clinics patients encounter forms to ensure that the patient has the appropriate health summary at the time of their clinic check-in appointments.
- Ensured my computer is shut down upon departure from my desk and my PIV is in hand to ensure that patient’s information is safe and secure.
- Verified Ophthalmology/ENT consultations in the CPRS computer system to monitor data that is communicated directly to the patient, and staff as it relates to pending or triage appointments.
- Provided training to staff on how to update the clinic supervisor’s names by contacting IT, utilizing the ICB computer system to clear uninsured patients from the list, reviewing social worker notation, verifying RTC orders, and confirming if prescriptions can be refilled.
- Monitored daily consults, returned to clinic reports, and completed with accuracy. Scheduled routine appointments utilizing ISS computer system.
- Reviewed doctor’s notation, verified lab/x-ray, and informed patients of these requests before the next follow-up appointments. I consider myself to be the first line of communication for clinical providers, patients, staff, and their families concerning complex issues.
- Managed workflow priorities and adjust the flow of work to meet the team and patient needs and utilize several advanced patient computer systems to support a wide variety of clinics in a vast setting.
- Assisted as an advocate for patients who need extra assistance with services within the VA setting. Coordinated travel by contacting Navarre Transportation to assist in picking up/dropping off veterans to their residency, medical facilities, and nursing homes.
- Provided training to the newly hired lead MSA, and supervisors within a medical setting of Ophthalmology, ENT, GMC, Ambulatory, and Podiatry clinic when scheduling routine appointments on a non-available grid, and reiterated that per the national regulations, all medical clinics are prohibited overbook, limiting to no more than 2 overbook a day.
- Reviewed, explained, and executed MCCR regulations accurately to reflect current operational procedures such as appointment management, schedule procedures for special tests, eligibility of care, and maintaining professional control of the patient’s medical record.
- Follow-up on issues related to canceled clinics, reschedule patients’ future/canceled appointments, and corresponded with call center Adv. Medical Support Assistant to ensure that patients are scheduled in the right clinic and are called if clinics are canceled
- Knowledgeable in computer based systems and functional areas, and can interview, observe, and record patients that may demonstrate some form of anxiousness, frustration, or a visible physical and mental disability.
- Utilized ICB computer system to verify and update the patient’s private insurance information. Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy. Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team. Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance. Verified and updated clinical records.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information. Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
- Interviewed patients to verify and update clinical and demographic records. Implemented care and efficiency improvements to support and enhance office operations.
Nurse Assistant/Administrative Associate
Department of Veterans Affairs
03.2017 - 07.2022
- Performed daily rounds, cleaned rooms, changed bedding, provided personal hygiene, fitted gowns, and other medical room items in preparation for new admission and discharge patients.
- As an established Certified Nurse Assistant, I can connect standard electrodes ECG to monitor and record electrical signals from the patient’s heart such as an electrocardiogram while working within the MICU, CCU medical setting.
- Ensured floors throughout the unit were clean and free from hazardous liquid chemicals, debris, and empty bed rails, and monitored the location of hospital crash carts and fire extinguishers for the safety of the patients and staff.
- It is my responsibility to be aware of the unit crash cart and medical items are up to date in case of a medical emergency, performed finger sticks to record sugar levels for diabetic patients. Administered daily vital signs, recorded intake, and the output of patient urinalysis, and was knowledgeable in computer systems and functions.
- Performed monthly safety drills to ensure that patients’ rooms were locked in case of outside threats. Directed medical staff, family, and visitors to designated locations in the event of a bomb threat and fire hazard. Organized events for Valentine’s Day received funds to raise money for recruitment, recognition, and retention nurse week fundraisers.
- Answered incoming calls from multiple lines and transfer calls to the appropriate party within the Department of veteran affairs. Performed employment reference checks for potential candidates and evaluated the candidate based on a listed competency requirement.
- Screened calls and addressed inquiries from patients concerning choice programs, women’s clinics, or urology appointments. Utilized the meeting planner software to search available rooms, by specific dates and planned department meetings three months out.
- As a Cert. Nurse Assistant, I can apply medical terminology to my duties as I review and understand patient medical history. Proofread information for the Pathway & Magnet crosswalk in the form of Excel. Analyzed the year worked as a registered nurse and verified the step and grade promotion.
- Ensured the previous year’s date of evaluation is within one year of the current date. Made and transported training attendance sheet for On the Moment & Pathway to Excellence to EEO. I have utilized standard medical training to keep my BLS certificate up to date.
- Created ICARE certificate that includes the name and date in recognition of employee enthusiasm of the work of commitment to serve the veterans. Assisted with PIV schedule appointments and processed new hire and permanent employee expired PIV card access.
- Clarified the total professional nurse experience if the employee has obtained an MSN or doctoral degree. Managed the employee board action to ensure the license was present along with other educational information.
- Check employee rating by office documentation to determine if the employee meets high satisfactory or unsatisfactory criteria for the nurse practice, interpersonal relationship, and overall rating for promotion consideration.
- Created labels, folders, and verified registered nurse licenses, transcripts, and educational documents that I filed in alphabetical order and placed in a secure cabinet.
- Pre-screened candidates to determine eligibility for possible employment as a registered nurse, nursing assistant, sitter, intermittent or escort positions during the job fair week.
- Asked candidates several pre-hiring questions, verified resumes and verified current certifications that required years of experience working in a hospital setting.
- Supervised and trained new employee on billing and accounting systems to process payment and utilize the intranet phonebook to locate employee, sent email correspondence to employees concerning current mail, request that mail is picked up within the nursing department promptly and scanned confidential document that I forward via email to the chief of workforce solution.
- Assisted the director of the Magnet program and Pathway to Excellence with fact-finding, created PTE standards and Magnet Model Component by creating a spreadsheet format and typing a wide variety of data into it, and contacted ADPAD to assist with establishing computer access for new employees during the hiring process.
- Established potential prospects during the VA Dallas HealthCare System Hiring Job Fair. Set up tables within the Dallas VA auditoriums in the hospital setting, and created hiring packets to ensure proper documents were included in the folder for RN, LVN, and Nurse Assistant positions for the nurse recruitment fair
- Utilize spider phones to set up committee meetings, skype software to join the chief of the workforce and other employees.
- Sent order request and follow-up via email to Bonham VA requesting specific color and copies of reproduction request review. Prepared, organized, and printed training packets for the On the Moment & Pathway to Excellence.
- Perform administrative office support functions such as employee record keeping, distributing incoming mail, and picking up office supplies and maintain collective working relationships with internal employees, customers, and operating officials.
- Supported needs of 1 chief of nursing and 2 nurse managers with administrative duties.
Administrative & Finance Analyst Assistant
Stanford University
12.2007 - 12.2013
- Contacted students concerning debt owed on services rendered provided temporary badges for faculty or visitors who may need temporary access to campus facilities and utilized Oracle procurement to submit purchase orders supplies within the chemical engineering, finance and planned giving departments.
- Improved financial operations with careful, in-depth analysis and proactive recommendations for improvement.
- Developed monthly variance reports to track actual performance against projected budgets, facilitating corrective action when necessary. Updated, reconciled and resolved issues with computerized accounting system.
- Verified requisition number, receipt item and supplier’s price with vendor and priced items through internet and phone calls, made outgoing calls to alumni affiliates to confirm attendance to meetings or conferences.
- Obtained, gathered, created folder packet and acceptance letter for Stanford’s post-doctoral engineering program. Verified student transcript recommendation letters and other forms of identification prior to student entry and retrieved, re-read legal document prior to final draft with the intent to correct grammar misspelled word or punctuation error and printed spreadsheet expense and purchase requisitions report to resolve unpaid debt through verbal contact.
- Created invoice locate and print purchase orders faxed and received incoming documentation correspond by email and monitored payments and closed out accounts for services provided to Stanford students and vendors tracked client by internet research contact accounting department regarding identified discrepancy.
- Provided Alumni affiliates brochures of Planned Giving information during meetings and processed student travel & hotel reimbursement by requesting receipt of logging and travel. Provide a wide variety of administrative and financials services to Stanford University faculty, students, and staff.
- Assisted in the recruitment of students by phone or mail. Prepared, and set up conference rooms for daily planned giving meetings. Shredded legal documentation on a daily basis
- Reviewed weekly expenditures, used code data to produce documents, created and mailed letters of debt, paid printed invoice using excel spreadsheet assist in analysis of expenditures and prepared financial statements.
Medical Support Assistant
Department of Veterans Affairs
01.2005 - 09.2007
- Greeted a wide variety of staff, students, and veterans in a highly professional manner. Provided compassionate support, addressing patient concerns and inquiries in a professional manner. Provided routine lunch break for staff when short staff.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information. Scheduled routine appointments for clinics such as Psychology, GMC, Podiatry, Ambulatory A/B, Ophthalmology, and ENT.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff. Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect. Participated in ongoing professional development opportunities, staying current on industry best practices and regulatory guidelines.
- Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities. Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
- Assisted in the reduction of appointment wait times by coordinating schedules and optimizing available resources.
- Answered over 30 telephone calls daily offer office information, answer questions, and direct calls to staff. Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
Education
Associate of Arts - Behavioral Sciences
Mission College
Santa Clara, CA12.2018
Skills
- ISS
- Dental Record Manager (DRM)
- Microsoft Office XP
- Excel
- Outlook
- Secure Messaging
- DEAR CC
- TEAMS
- Consult tracking management
- CPRS
- Visual Aid for Clinical Office of Business Analytics
- OBA
- SharePoint
- Patient Accounts
- Critical thinking
- HIPAA compliance
- Insurance verification
- Scheduling management
- Direct patient care
- Maintaining confidentiality
- Electronic health records
- CPR
- Patient scheduling
- Data entry
- Medical terminology
- Patient flow management
Certification
- Basic Life Support (BLS), American Heart Association
- CPR/AED Certification
WEBSITE, PORTFOLIO AND PROFILES
WWW: Bold Profile
Accomplishments
- Recognized for outstanding dedication to patient care.
- Recognized for going above and beyond the call of duty.
- Supervised team of 3 staff members.
Timeline
Lead Medical Support Assistant
Department of Veterans Affairs
11.2023 - Current
Advanced Medical Support Assistant
Department of Veterans Affairs
08.2022 - 12.2023
Nurse Assistant/Administrative Associate
Department of Veterans Affairs
03.2017 - 07.2022
Administrative & Finance Analyst Assistant
Stanford University
12.2007 - 12.2013
Medical Support Assistant
Department of Veterans Affairs
01.2005 - 09.2007
Associate of Arts - Behavioral Sciences
Mission College
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