Amy Kawaguchi
Roseburg,OR
Summary
A highly motivated and committed MSA with proven history of superior performance at individual, team and organizational levels. Ability to multitask and prioritize workload with little or no supervision. Detail-oriented professional looking to bring medical background and administrative skills to continued use in the VA environment. An experienced MSA with an acute knowledge of medical regulations and government policies. Offering a strong dedication to informed patient care, administrative excellence and confidentiality. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Medical Support Assistant
Veteran's Affairs
04.2021 - Current
- Provides backup support to office and clinical staff by maintaining medical records management, including filing, organizing and scanning documents, answering phones and scheduling appointments.
- Determine nature and urgency of patient requests to refer patients to appropriate medical staff.
- Interviewed patients to verify and update clinical and demographic records.
- Used CERNER to maintain and record patient data and generate reports.
- Built positive rapport with patients, using ICARE values to make patients feel comfortable and confident.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Independently offers coverage for vacant/understaffed areas.
- Maintaining timely completion of Talent Management System.
- Performing duties above pay grade, as necessary, to ensure continued level of treatment for our veterans.
Physical Therapy Receptionist/Aide
Edge Physical Therapy & Rehabilitation
09.2019 - 12.2020
- Checked patient insurance, demographic, and health history to keep information current. Verifying benefits and getting authorizations.
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Interacted with customers by phone, email, or in-person to provide information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Processing insurance and patient payments to ensure financials are correct and current.
- Assisting physical therapists, as needed
Customer Service Based Phone Agent
Costco
03.2018 - 08.2019
- Pleasantly greeted customers on phone and asked open-ended questions to determine reason for call.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Placed orders, located products and services and troubleshot issues to meet customer needs.
- Connected callers with appropriate professional, department, or business.
Office Manager
Lasley Orthodontics
09.2014 - 11.2017
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Monitoring, ordering and requisitioning supplies for both clinical and office staff.
- Greeting patients, answering phones and scheduling appointments for two office locations.
- Crossed-trained to assist in clinical when need arises.
- Preparing orthodontic cases with Lighthouse software
- Creating financial arrangements and treatment coordination for patients.
- Insurance billing and patient advocating.
- Public relations with referring and surrounding general dentist clinics
Education
No Degree - General Studies
Bellevue College
Bellevue09.1997
Skills
- CERNER trained
- Medical Billing and Coding
- Patient Communication and Flow Management
- Exam Room Preparation
- Patient Scheduling
- Patient Records Maintenance
- Medical Office Administration
- Data Entry
- Payment Collection
- HIPAA Compliance
- Adaptable
- Inventory and Supply Management
- Medical Terminology Knowledge
- Customer Service
- Reliable Team Player
Timeline
Medical Support Assistant
Veteran's Affairs
04.2021 - Current
Physical Therapy Receptionist/Aide
Edge Physical Therapy & Rehabilitation
09.2019 - 12.2020
Customer Service Based Phone Agent
Costco
03.2018 - 08.2019
Office Manager
Lasley Orthodontics
09.2014 - 11.2017
No Degree - General Studies
Bellevue College
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