Angelena Barnes
East Helena,United States
Summary
Dedicated Customer Service Representative focused on providing high-quality care for optimal customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Skilled in identifying customer needs and delivering effective solutions. Exceptional time management skills and extensive knowledge of the customer service industry. Ready to contribute to the success of my next team.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Lead Medical Support Assistant
Montana Veteran Affairs
Fort Harrison, Montana
12.2022 - Current
- Collaborates, communicates, sets priorities, and organizes assigned work to meet deadlines, ensuring compliance with established processes, policies, and regulations
- Communicates tactfully and effectively, both orally and in writing to meet program objectives
- Provides orientation to medical support assistants, advanced medical support assistants, telehealth clinical technicians, program support assistants, and any other staff assigned to support the VISN 4 Clinical Resource Hub
- Provides detailed job instructions regarding policies and procedures, keeping all support staff informed on new practices and procedures
- Reviews the work of newly assigned CRH support staff closely for errors, making corrections and re-instructing as necessary
- Spot checks the work of other support staff to assure that the work is performed accurately, efficiently, and according to the correct procedures
- Communicate any areas of concern with VISN 4 Supervisory MSA
- Assists new support staff to develop the ability to make work priority decisions
- Acts as a role model to other employees in team concepts, customer relations, and efficient organization of CRH scheduling and communication functions
- Coordinates the work schedule of the CRH support staff by assigning them based on the workloads of the providers by conducting frequent conference calls with staff and personally assisting in the heaviest workload areas
- Run monthly scheduling L1 audits for the AMSA and report findings to the Supervisory MSA
- Assists all CRH support staff with daily practice problems and questions
- Keeps the supervisor and CRH leadership informed of individual practice problems and/or the need for additional educational interventions
- Provides regular leave coverage to the other lead MSAs; able to cover any geographical area or CRH provider's support team
- Types of minutes of staff meetings, in-services, or other meetings at the request of CRH management
- Skill in the operation of non-complex equipment typically including, E-Fax, VISTA, CPRS, CTM, and TMP
- Incumbent is responsible for technical tasks associated with the maintenance and custody of medical records on the unit
- This requires good knowledge of VA requirements for a record format and filing
- Joint Commission (JC), national and facility scheduling policies, and medical-legal requirements for documentation, medical terminology, and DRG issues as they relate to HUB operations and documentation of treatment provided
- Schedules new consults, canceling existing consults when appointments are canceled or patients declines and care is not needed, follow-up appointments as needed, utilizing either both patient side (outside facility) and provider side VISTA/VSE, Telehealth Management Platform, VISN 4 Scheduling SharePoint or other programs
- Provides information to new CRH clinical and administrative staff on such things as the location of patient files, format for common requests, an overview of SharePoint scheduling calendars, and electronic requests for leave, and clinic cancellations
- Provides information to them relative to administrative rules, regulations, procedures, and policies in the capacity of the medical support assistant
- Other assignments at this level include but are not limited to participating in team huddles, system redesign teams, and team meetings to manage and plan patient care; setting priorities and deadlines, coordinating meetings with staff in his/her respective geographical areas, adjusting the flow and sequencing of the work to meet program and patient needs
- Assist with V-Signals follow-up completion with guidance from Supervisory MSA
- Completes other duties as assigned
- Act as supervisor when ours was on leave
- Train new MSA’s for Specialty/Surgical and Primary Care Departments
- Train Program Support Assistant for The Nutrition/ Diabetes Department
- Helped get Release of Information up to date with sending medical records to other medical entities requesting for patient care/procedures
- Assist the Lead ward clerk in training new hires
- Assist MSA supervisor with reference checks for new hires
Advanced Medical Support Assistant
Montana Veteran Affairs
Fort Harrison, Montana
04.2018 - 04.2022
- Worked to ensure a positive and hassle-free customer experience
- Settled any customer disputes in a professional and pleasant manner
- Efficient in Word, Excel, Outlook, Microsoft Teams and all other forms of communication and information systems
- Can read consults accurately and effectively
- Efficient at notating Veteran’s file on CPRS/CTM
- Resolve employee issues or concerns at the lowest level possible
- Train coworkers in scheduling, as well as for new departments
- Utilize the 'comment and other' to document every scheduling change, such as reschedules and cancellations
- Act as liaison for Veteran with team members and other clinical services
- Compliant in VA Policies and Privacy procedures
- Remains logged into the system and available to take calls during designated hours
- Able to help answer questions, instruct, and lead coworkers
- Schedule PACT Pharmacy, MOVE, Diabetes/Nutrition, Neurology, Physical Therapy, Neurology, Ophthalmology, Orthopedics, Urology, Endoscopy, Sleep Medicine, Occupational Therapy, Pacemaker for the whole state of Montana
- Fill in for out of office team members
- Accurately verifies and updates Veteran's demographics using approved VA software
- Provides timely, courteous, and appropriate service to internal and external customers, seeking to exceed the customer's expectations, remembering to ask if there is anything more, I can assist them with
- Assisted in the hiring process for Clinical Providers to include interviewing
- Scheduled and coordinated in house consults
- Entered authorizations into FBCS for payment on non-VA care claims
- Actively worked pending consult list and ensured follow-up action if needed
- Efficiently answered multi-line telephone queue; answered calls for the entire state
- Prepared accurate and clear reports and correspondence
- Scheduled all new patient appointments for specialty care throughout the state
- Communicated with a diverse Veteran population
- Scheduled follow-up care for various Community-Based Outpatient Clinics (CBOCs) throughout Montana
- Verified veteran eligibility to ensure proper scheduling
- Scheduled in-house consult appointments for specialty clinics throughout the state; notified patients via phone or mail
- Scheduled text orders for all specialty care throughout Montana
- Reviewed and analyzed patient records to ensure proper scheduling
- Mailed notices of follow-up appointments, missed appointments, and clinic cancellations to patients
- Utilized the outputs report for appointment listings and clinic cancellations
- Mailed non-count letters for our recall system; analyzed patient records to determine if patient was due for appointment
- Schedules all appointments using PID
- Ensures all Veteran data is input accurately
- Maintains Veteran appointments using VA approved software
Phlebotomist
American Red Cross
Helena
12.2017 - 03.2018
- Comply with applicable Federal, State, and local regulations as well as all American Red Cross policies, procedures, and guidelines
- Perform whole blood collection procedures (allogeneic, autologous, directed, therapeutic)
- Performs donor health history screening procedures
- Perform drive set-up, donor greeting, collection set labeling, processing, and packing blood, and donor reaction care as assigned
- Perform daily function checks, assemble, and maintain supplies and equipment to ensure a state of readiness and to maintain compliance
- Function with team effort to ensure efficient donation process focused on donor and sponsor expectations
- Maintain positive public relations to promote a professional image
- Operate any ARC vehicle
- Operate assigned vehicles according to applicable regulations
- May perform vehicle checks and complete DOT paperwork per established protocol
- Perform vehicle loading and unloading as assigned
- Complete required readings and training assignments by assigned deadline
- Perform other related duties as necessary
- Responsible for patient privacy concerning HIPAA
- Worked to ensure a positive and hassle-free customer experience
Club Manager
Planet Fitness
Helena
11.2016 - 12.2017
- Responsible for answering phones, assisted callers with a variety of questions, concerning promotions, discounts, rates, and equipment
- Responsible for the administration of gym operations to ensure customer satisfaction and positive experience
- Greet members, prospective members, and guests, providing exceptional customer service
- Responsible for maintaining a positive atmosphere for prospective members, current members, and visitors
- Respond to front desk related activities
- Check members into the system
- New member sign-up
- Take prospective members on tours
- Facilitate needed updates to member’s accounts
- Respond to club members' questions and concerns in a timely professional manner
- Assist in overseeing the neatness and cleanliness of the club
- A self-starter
- Member Services Trainer
- Recruit, hire, train and develop a high performing staff consisting of Assistant Managers, Member Service Representatives, Trainers and Custodians
- Create and maintain a welcoming atmosphere for all members, prospective members and guests and ensure staff follows superior customer service guidelines
- Schedule staff and ensure all shifts are covered
- Lead by example and maintain consistent accountability for direct reports by training and coaching, ensuring adherence to PF’s values and goals
- Administration and processing of all weekly/bi-weekly employee payroll
- Resolve employee issues or concerns
- Manage disciplinary/termination activities
- Involved in all front desk related activities including answering phones in a friendly manner and assisting callers with a variety of questions
- Check members into the system
- New member sign-up
Office Administrator
Town Center Chiropractic
Helena
01.2013 - 11.2016
- Responsible for answering telephone inquiries from internal and external patients concerning scheduled appointments, opening and closing of doctor’s office and receiving medical payments
- Scheduled appointments for internal and external customers, confirm appointments with follow up letters or phone calls
- Responsible for organization of patient records
- Responsible for patient privacy concerning HIPAA
- Reschedule patients for cancelled appointments
- Call patients to remind them of upcoming appointments
- Some bookkeeping
- Ability to examine and/or negotiate denied bills for medical providers and handle escalated claim/bill issues
- Ability to review, analyze, investigate, and authorize payment of claims/bills within established guidelines
- Ability to investigate and ensure member coverage with Health Insurance carriers
- Ability to enter demographics for internal and external customers/patients, create documents and prepare summaries of insurance coverage and obtain prior records from external customers
- Ability to schedule appointments for internal and external customers, prepare appointments and/or follow up letters to confirm with patients/customers
- Responsible for patient privacy concerning HIPAA
- Schedule patients in the proper clinics
- Reschedule patients for follow up appointments
- Call patients to remind them of appointments
Office Manager
Diamond Construction
Helena
09.2015 - 05.2016
- Responsible for answering incoming and outgoing phone calls from internal and external customers concerning contracts, contractors, subcontractors, projects and bids
- Typing up contracts and dropping bids off to contractors
- Dealing and communicating with local and out of town subcontractors
- Faxing and Emailing Bid Requests
- Corporate and Administrative filings
- Correspondence pickup and drop off
- Creating spreadsheets for contractors and projects
- Corporate purchase card holder
- Responsible for Fleet Vehicles
- Ordering building permits and licenses
- Organizing office events and business luncheons
Education
Phlebotomy Training -
American Red Cross
Helena, Montana04.2018
Certificate - Pharmacy Technician
Skagit Valley College
Oak Harbor, Washington01.2002
HIGH SCHOOL DIPLOMA -
Coconino High School
Flagstaff, Arizona05.1996
Skills
- Flexibility and Adaptability
- Hard Working
- Self-motivation
- Microsoft Office Word
- Leadership and Teamwork
- Creativity
- Communication
- Effective Time Management
- Leadership Skills
- Ability to Multitask
- Teamwork
- Leadership
- Fast Learner
- Adaptability
- Computer Skills
- Ability to Work Under Pressure
- Communication Skills
- Microsoft Excel
- Ability to Work in a Team
- Microsoft Office
- Customer Service
- Insurance Verification
- Appointment Setting
- Medical terminology proficiency
- Patient Care Coordination
- Quality assurance monitoring
- Healthcare administration
- Critical thinking abilities
- Staff Training and Development
- Check-in coordination
- Medical Terminology
- HIPAA Compliance
- Patient-focused care
- Patient Flow Management
- Patient Scheduling
- Medical office administration
- Medical records confidentiality
- Medical Records Management
- Conflict resolution abilities
- Inventory and supply management
Accomplishments
- Received many kudos from my team and Supervisors.
Certification
- Pharmacy Technician Certificate 2014/2015
References
References available upon request.
Timeline
Lead Medical Support Assistant
Montana Veteran Affairs
12.2022 - Current
Advanced Medical Support Assistant
Montana Veteran Affairs
04.2018 - 04.2022
Phlebotomist
American Red Cross
12.2017 - 03.2018
Club Manager
Planet Fitness
11.2016 - 12.2017
Office Manager
Diamond Construction
09.2015 - 05.2016
Office Administrator
Town Center Chiropractic
01.2013 - 11.2016
Phlebotomy Training -
American Red Cross
Certificate - Pharmacy Technician
Skagit Valley College
HIGH SCHOOL DIPLOMA -
Coconino High School
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