Andrea Lacey

Directed care by the Rappahannock Area Community Services Board and Developmental Disabilities Medicaid Waiver Program

• Provided personalized care and support to individuals with diverse needs.
• Assisted clients with daily living activities, promoting independence and dignity.
• Developed and maintained positive relationships with clients and families.
• Collaborated with healthcare professionals to ensure comprehensive care plans.
• Monitored clients' health status, reporting changes to relevant stakeholders promptly.
• Assisted clients with activities of daily living, promoting independence and quality of life.
• Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
• Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
• Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Built strong relationships with clients to deliver emotional support and companionship.
• Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
• Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
• Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
• Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
• Assisted patients with self-administered medications.
• Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
• Provided safe mobility support to help patients move around personal and public spaces.
• Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
• Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
• Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
• Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
• Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
• Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
• Transported individuals to events and activities, medical appointments, and shopping trips.
• Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
• Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
• Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
• Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
• Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
• Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
• Monitored vital signs regularly, detecting any abnormalities or changes in condition to promptly inform medical professionals.
• Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
• Laundered items, changed sheets and made bed to keep patients' bedroom clean.
• Assisted with daily living activities, running errands, and household chores.
• Cooked meals and assisted patients with eating tasks to support healthy nutrition.
• Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
• Provided compassionate and patient-focused care to cultivate well-being.
• Transported clients to and from medical appointments with safety and efficiency.
• Replaced bandages, dressings, and binders to care for wounds and encourage healing.
• Handled incoming mail, bills and invoices and completed appropriate actions.
• Maintained entire family's schedule and organized events.
• Assisted clients with daily living activities, ensuring comfort and safety.

• Department of Pediatrics Multi-Specialty Practice
• Insurance verification, coordinating referrals for incoming and outgoing specialty visits, writing letters of medical necessity
• Coordinated care plans with multidisciplinary teams to optimize patient outcomes.
• Managed insurance authorizations and referrals, ensuring compliance with regulatory requirements.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Facilitated communication between patients, providers, and insurers to resolve concerns efficiently.
• Oversaw implementation of electronic health record systems to enhance information sharing among stakeholders.
• Contributed significantly towards organizational goals by constantly seeking opportunities to improve processes and outcomes.
• Streamlined workflow processes to enhance efficiency in care coordination operations.
• Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
• Communicated with patients, ensuring that medical information was kept private.
• Strengthened relationships between patients, families, and medical teams by serving as a knowledgeable liaison and advocate.
• Developed strong working relationships with insurance companies to streamline prior authorization processes.
• Enhanced patient satisfaction with personalized care coordination, addressing individual needs and concerns.
• Ensured compliance with regulatory standards by staying current on industry best practices and incorporating them into daily operations.
• Contacted insurance company to verify patient coverage before visit.

• Leading support staff in daily medical practice operations, appointment scheduling, closing procedures, physician and resident schedule development
• Department of Pediatrics Multi-Specialty Practice
• Coordinated patient scheduling and appointment management to optimize clinic operations.
• Facilitated effective communication between patients, healthcare providers, and administrative staff.
• Implemented electronic health record (EHR) systems to enhance patient data accessibility and accuracy.
• Trained new staff on patient service protocols and system navigation for improved efficiency.
• Streamlined patient intake processes, reducing wait times and enhancing overall patient experience.
• Oversaw resolution of patient inquiries and concerns to ensure high satisfaction levels.
• Led initiatives to improve workflow efficiencies within the department, boosting operational effectiveness.
• Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
• Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
• Collected patient co-pay and issued receipt to confirm payment.
• Scheduled appointments to enter appointment date and time into computerized scheduler.
• Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
• Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
• Used Centricity to maintain electronic patient files, successfully maintaining over 600 patient files.
• Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
• Maintained accurate patient records by diligently updating information in the electronic health record system.
• Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
• Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
• Verified patient's insurance eligibility and benefits coverage.
• Contributed to a positive clinic environment by consistently displaying compassion, empathy, and professionalism when interacting with patients.
• Respected patients by recognizing rights and maintaining confidentiality.
• Established strong relationships with referring physicians'' offices by maintaining open lines of communication for seamless coordination of care across providers.
• Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
• Reduced wait times for patients through effective coordination of appointment schedules with providers.
• Collected forms, insurance card, and co-pay to facilitate registration process and prepare patient for appointment.
• Communicated with primary care offices and insurance companies to obtain authorization.
• Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
• Organized administrative workflows within the office space to improve overall efficiency among team members while minimizing disruptions during busy periods.
• Facilitated the onboarding process for new clinical staff members by providing comprehensive training and support in navigating administrative tasks within the clinic environment.
• Inputted accurate patient insurance, billing, and payment information in Centricity.
• Assisted in improving overall clinic efficiency by managing patient flow during peak hours and high-volume situations.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Provided excellent customer service to patients and medical staff.
• Engaged with patients to provide critical information.
• Greeted and assisted patients with check-in procedures.
• Facilitated communication between patients and various departments and staff.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Verified patient insurance eligibility and entered patient information into system.
• Recommended service improvements to minimize recurring patient issues and complaints.
• Trained new staff on filing, phone etiquette and other office duties.
• Followed document protocols to safeguard confidentiality of patient records.

• Scheduling appointments, checking patients in, supporting faculty and nursing with schedules, medical records management, patient advocacy and compliance
• Department of Pediatrics Multi-Specialty Practice
• Coordinated patient scheduling and follow-up communications to enhance appointment efficiency.
• Managed patient inquiries and resolved issues to improve overall patient satisfaction.
• Collaborated with healthcare providers to ensure accurate patient information exchange.
• Led initiatives to enhance coordination between departments, improving patient care delivery.
• Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
• Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
• Scheduled appointments to enter appointment date and time into computerized scheduler.
• Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
• Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
• Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
• Maintained accurate patient records by diligently updating information in the electronic health record system.
• Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
• Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
• Respected patients by recognizing rights and maintaining confidentiality.
• Contributed to a positive clinic environment by consistently displaying compassion, empathy, and professionalism when interacting with patients.
• Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
• Collected forms, insurance card, and co-pay to facilitate registration process and prepare patient for appointment.
• Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
• Assisted in increasing patient retention rates by conducting follow-up calls for appointment reminders and satisfaction surveys.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Provided excellent customer service to patients and medical staff.
• Engaged with patients to provide critical information.
• Answered incoming calls, scheduled appointments and filed medical records.
• Greeted and assisted patients with check-in procedures.
• Delivered support to medical staff in completion of patient paperwork.
• Organized patient records and database to facilitate information storage and retrieval.

• Managed technician schedules, record of payments, customer appointments and managed a 4-line phone system
• Streamlined office operations to enhance workflow and efficiency.
• Managed scheduling and appointment coordination for service teams.
• Collaborated with management to optimize service delivery processes.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
• Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
• Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
• Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

PACE East Alternative School

• Assisted teachers in delivering instructional materials and managing classroom activities.
• Supported student learning by providing individualized assistance and feedback.
• Collaborated with educators to develop engaging lesson plans and educational resources.
• Monitored student progress and helped identify areas for improvement or additional support.
• Organized classroom activities to foster a collaborative and positive learning environment.
• Implemented strategies to improve student participation and academic performance across diverse learning styles.
• Managed classroom behavior effectively, creating a positive learning atmosphere conducive to academic success.
• Supported classroom maintenance and upkeep, organizing books, and materials.
• Supported classroom activities, tutoring, and reviewing work.
• Helped with grading assignments and tests, providing constructive feedback to students based on results.
• Provided additional support for students with special needs, ensuring they received appropriate accommodations and resources.
• Collaborated with fellow teaching assistants to create a consistent and supportive learning environment for students.
• Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
• Facilitated activities in small groups to reinforce concepts taught by class teacher.
• Tutored struggling students individually and in small groups to reinforce learning concepts.
• Worked with teacher to optimize learning plans based on student test grades and evaluations.
• Designed and implemented engaging classroom activities, resulting in higher student interest and motivation.
• Actively participated in departmental meetings, collaborating with colleagues to identify areas for improvement within the school community.
• Maintained safety and security by overseeing students in recess environments.
• Completed daily reports on attendance and disciplinary performance.
• Assisted the lead teacher in developing comprehensive lesson plans tailored to individual student needs and abilities.
• Contributed to positive learning environment by addressing individual student needs, promoting equity and inclusion.
• Assisted students in developing effective study habits, promoting academic success and self-sufficiency.
• Participated in professional development workshops, staying current with educational best practices.
• Managed classroom technology, enabling seamless integration of digital resources into teaching.
• Supported lead teacher in developing curriculum materials, tailoring instruction to meet diverse learning needs.
• Organized and maintained classroom resources, ensuring materials were readily available for lessons.
• Assisted in grading assignments efficiently, contributing to timely feedback for students.
• Built and maintained professional relationships with students and faculty members.
• Documented attendance and completed assignments to maintain full class and student records.