Andrea Williams
Miami,FL
Summary
Experienced in working extended shifts under challenging circumstances to assess system operations, resolve issues, and adjust settings. Proficient in inspecting instruments, identifying concerns, and implementing necessary corrective measures. Strong organizational and analytical skills, along with a decisive nature and independent judgment. Adapted to hazardous conditions and high-stress environments during active duty, demonstrating exceptional attention to detail and a task-focused mindset. Exhibits flexibility and unwavering determination to achieve success. Proactive Administration Clerk with editing and proofreading expertise and understanding of all microsoft programs. Proven success organizing information while managing emails and calls for various personnel.
Overview
8
8
years of professional experience
Work History
Administration Clerk
Miami VA Healthcare System
2023.09 - 2024.01
- Handled incoming phone calls and answered questions from callers.
- Established and maintained standard office procedures to achieve demanding targets.
- Reduced errors in data entry tasks through diligent attention to detail and thorough verification procedures.
- Supported administrators by efficiently managing daily scheduling, appointment setting, and calendar organization.
- Typed, formatted and edited professional correspondence.
Medical Support Assistant
VISN 23 Health Connect
2023.03 - 2023.09
- Independently performs a full range of duties related to the delivery of healthcare services in a VISN CCC
- Advises clinical staff on current administrative processes
- Works collaboratively with CCC team in resolution or direction of calls via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging, and video
- The MSA is responsible for answering telephones, secure messages, and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
- Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients
- Provides information and resolution to Veterans' requests within scope, uses administrative judgment to refer clinical concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution
- Screens incoming contacts and independently routes the contacts to the appropriate area for resolution
- Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness
- Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit
- Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software
- Provides accurate details of organizational information to Veterans regarding the different services the VA offers
- Provides high-quality customer service to Veterans and their families/caregivers
- Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught
- Resolve Veteran complaints as appropriate
- Performs duties as assigned to ensure efficient and effective operations.
- Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
Telephone Operator
Miami VA Medical Center
2022.06 - 2023.03
- Operated office equipment including computers, PBX system, fax machine, and email
- Programmed various PBX computer to operate phone system based on requests such as wake-up calls, flight reminders, and tour times
- Communicated with on-call representatives and dispatched emergency calls of several types while keeping composure in highly stressful situations
- Operated and maintained sensitive radio equipment ensuring clear communication between platoon members and higher members of the chain of command
- Developed, maintained, and implemented the medical center telephone directory, critical code program, and revised emergency preparedness program
- Operated telephone communication system and provided information services/switching incoming calls, placing long-distance calls, and paging and maintaining the message center
- Provided advanced troubleshooting of internet navigation, authentication, billing concerns, and miscellaneous personal computer software
- Provided luxury language and professionalism to maintain appropriate levels of privacy formality, and decorum
- Maintained confidentiality, security, and integrity of patient or customer and organizational data by adhering to all company privacy policies.
Petroleum Supply Specialist
Defense Finance and Accounting Service
2017.05 - 2021.02
- Tracked inspection results and submitted reports outlining data and highlighting deviations
- Took samples of products for further analysis and standardized testing
- Maintained well-calibrated systems to keep inspected equipment, performed basic repairs, and conducted scheduled maintenance actions
- Supervised reception, storage, and shipping of fuel
- Logged all transactions in real time to keep tracking system updated
- Collaborated with other operators to synchronize product flow from pumphouses and control contamination
- Observed and tracked information from gauges, instruments, and meters to proactively identify and address issues
- Performed daily evaluations of wells by measuring tank levels, checking flow, and documenting pressures
- Maintained an active secret security clearance.
Dental Assistant
The Dental Care Group
2015.12 - 2017.05
- Prepared rooms for patient treatment by cleaning and sterilizing tools and equipment
- Administered desensitizing agents by applying numbing gel to prepare patients for anesthetic injections
- Helped the Doctor's complete routine and advanced procedures by preparing patients and instruments for expected needs
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate
- Completed tooth impressions to support creation of accurate dental work to correct problems such as missing teeth
- Educated patients on dental hygiene, pre-surgical instructions, and post-surgical care
- Supported dentists during procedures to restore teeth, like dental fillings, permanent and temporary crowns, root canals and oral surgeries
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings, temporary crowns, casts, and impressions
- Cleaned and sterilized instruments between patients to protect from infection risks
- Took dental images following strict patient protection rules by mentioning risks during pregnancy and applying lead aprons
- Scheduled appointments for new and existing customers, factoring in provider availability, and scheduling loads
- Educated patients on postoperative care, including how to protect dental work and boost healing
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse
- Used Dentrix software to document and maintain patient information and health background
- Scheduled appointments, prepared bills, and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
Education
Certificate - Medical Insurance Billing
D.A. Dorsey Technical College
Miami, FL04.2022
Certificate - Dental Assisting
Concorde Career College
Hollywood, FL06.2016
High School Diploma -
Miami Northwestern Senior High School
Miami, FL06.2010
Skills
- Computer skills
- Shipping and transportation planning
- Telephone reception
- Data Entry
- Paperwork and documentation
- Data entry proficiency
- Telephone Etiquette
- Scheduling appointments
- Word Processing
Accomplishments
- Awarded the Overseas Service Ribbon in 2020.
- Trained and supervised more than four Army personnel.
- Created community outreach programs to educate public on oral health and care.
- Trained and mentored two new dental assistants.
- Maintained 100% accountability of all assigned equipment worth more than $300,000 with no loss of equipment.
- Developed a tracking system that became the standard for the battalion.
Hobbies and Interests
- Reading
- Drafting short stories
- Poetry
Timeline
Administration Clerk
Miami VA Healthcare System
2023.09 - 2024.01
Medical Support Assistant
VISN 23 Health Connect
2023.03 - 2023.09
Telephone Operator
Miami VA Medical Center
2022.06 - 2023.03
Petroleum Supply Specialist
Defense Finance and Accounting Service
2017.05 - 2021.02
Dental Assistant
The Dental Care Group
2015.12 - 2017.05
Certificate - Medical Insurance Billing
D.A. Dorsey Technical College
Certificate - Dental Assisting
Concorde Career College
High School Diploma -
Miami Northwestern Senior High School
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