Anissa R. Charles
Summary
Experienced healthcare professional with over 25 years in various roles such as Medical Support Assistant and Phlebotomist. Recognized for exceptional communication skills and reliability in delivering patient and customer service. Committed to high standards of integrity and adaptability in fast-paced settings. Proven track record of building strong relationships and achieving team objectives.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Advanced Medical Support Assistant-GS-0679-06
U.S. Department of Veterans Affairs
Decatur, GA
01.2024 - Current
- - Eligibility & enrollment specialist determining and verifying the eligibility of veterans for various benefits and programs offered by the Department of Veterans Affairs.
- Navigate electronic health systems (e.g., VistA, CPRS) to manage sensitive patient data, and schedule outpatient services.
- Serve as a key liaison between interdisciplinary care teams to enhance clinical coordination and patient satisfaction.
- Ensure compliance with healthcare regulations and the Privacy Act of 1974 by safeguarding PII and PHI.
- Facilitate accessible services for veterans with disabilities by coordinating with inclusion specialists.
- Demonstrate flexibility and adaptability within Patient-Aligned Care Teams (PACT), Specialty Clinics, C&P, and Call Centers.
- Provide timely telephone support and issue resolution through a globally-informed communication approach.
Medical Support Assistant-GS-0679-05
U.S. Department of Veterans Affairs
Tucker, GA
01.2024 - Current
- Temporarily assigned to support a short-staffed clinic, managing patient intake and scheduling.
- Ensured accurate entry of sensitive patient information, and supported interdepartmental communication.
- Maintained adherence to regulatory standards for patient care and administrative procedures.
- Utilized EHR systems to extract and update medical records while supporting veterans with accessibility needs.
- Scheduled surgeries and procedures according to departmental policies and procedures.
- Updated patient demographic information in the EHR system upon verification of accuracy.
Medical Assistant / Phlebotomist III
CRH Healthcare
Atlanta, GA
11.2023 - 12.2023
- Supported physicians with medical procedures, diagnostic tests, and patient intakes in a high-volume clinical setting.
- Conducted DOT and non-DOT drug screenings, and managed accurate documentation of patient interactions.
- Applied infection control measures, and maintained compliance with safety protocols.
- Delivered high-level customer service and training assistance, contributing to a cohesive team environment.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Registered new patients into the practice management software program (Cerner and Epic), accurately entering demographic information.
Flight Attendant
Southwest Airlines
Dallas, TX
04.2005 - 07.2022
- Enforced FAA safety standards, and responded swiftly to in-flight emergencies and customer needs.
- Delivered personalized, high-quality service to a diverse clientele, enhancing passenger satisfaction.
- Resolved conflicts quickly and tactfully while maintaining professionalism under pressure.
- Conducted evacuation drills, and maintained operational security and passenger safety.
- Adhered to company policies regarding security measures and protocol at all times.
- Responded to medical emergencies as needed during flights.
- Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally.
Licensed Medicare Health Insurance Agent
Humana Health Plans
Tampa, FL
10.2004 - 03.2005
- Delivered personalized Medicare insurance guidance to eligible individuals.
- Educated clients about policy options, enrollments, and benefits to meet healthcare needs.
- Fostered customer relationships through trust and clarity in a highly regulated environment.
- Analyzed customer feedback on policies in order to identify areas of improvement.
- Reviewed applications for accuracy before submitting them for processing.
- Responded timely to inquiries from customers via phone, email, or chat support systems.
- Maintained detailed records of all client interactions and updated customer information as necessary.
- Investigated customer complaints and resolved issues promptly.
Subcutaneous Dermatology Medical Assistant
Moffitt Cancer Center
Tampa, FL
04.2002 - 10.2004
- Conducted comprehensive skin assessments and diagnostic testing for oncology patients.
- Supported oncologists during patient procedures, and contributed to ongoing clinical research.
- Provided consistent, policy-aligned information, and effectively resolved patient concerns.
- Administered injections of medications prescribed by the physician according to protocol.
- Instructed patients on proper skincare techniques and provided education regarding skin diseases.
- Ordered lab tests for patients and collected specimens for analysis when necessary.
- Performed patient intake, including taking vital signs, medical history, and insurance information.
- Processed prescription requests from physicians and pharmacies while adhering to state regulations.
- Assisted dermatologists in examining patients and performing minor procedures such as skin biopsies, suture removal, and cryotherapy.
Phlebotomist III
St. Joseph's Hospital
Tampa, FL
04.2000 - 03.2002
- Performed 100-200 blood draws daily across pediatric, geriatric, and adult patients.
- Ensured strict labeling accuracy, and maintained compliance with hospital and lab protocols.
- Supported pre-op procedures and preserved sterile environments to uphold safety standards.
- Processed samples accurately and efficiently.
- Provided excellent customer service while interacting with patients.
- Adhered to HIPAA guidelines regarding patient privacy.
- Performed venipuncture and other blood collection procedures according to established standards.
- Assisted in the training of new phlebotomists.
- Maintained a clean, safe, and organized work environment.
- Documented patient information into electronic medical records system.
- Ensured compliance with federal regulations governing laboratory procedures.
- Verified patient information prior to specimen collection.
Patient Care Technician | Phlebotomist
Tampa General Hospital
Tampa, FL
07.1999 - 03.2002
- Executed phlebotomy, arterial blood draws, EKGs, and catheter insertions with precision.
- Assisted physicians in neurosurgery, Med Surg, and preoperative procedures.
- Maintained accurate documentation, and ensured a sterile, safe patient care environment.
- Ensured that all medical equipment was properly maintained and sterilized.
- Answered call lights promptly and responded appropriately to requests from patients, families, staff members.
- Provided direct patient care and assistance to healthcare team members.
- Collected specimens such as urine samples for testing purposes according to established protocols.
- Managed multiple tasks simultaneously while maintaining attention to detail.
- Collaborated with interdisciplinary teams to provide comprehensive care services.
Medical Assistant / Phlebotomist III
South Tampa Medical Group
Tampa, FL
08.1997 - 07.1999
- Successfully transitioned from externship to a full-time role, supporting multi-specialty providers.
- Managed lab operations, performed routine and urgent blood draws, and assisted in clinical procedures.
- Provided exemplary patient service across Internal Medicine, OB/GYN, Dermatology, and more.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Provided assistance to medical staff in performing minor surgical procedures.
Education
Certification Surgical Technologist | Sterile Processor - Surgical Care
Emory University
Atlanta, GA10-2025
Graduate Diploma - Medical Assistant & Phlebotomy
Concorde Career Institute
Tampa, FL01.1997
High School Diploma - Machinist Trade in Manual & CNC Lathe Machines
Tampa Bay Technical & Vocational High School
Tampa, FL01.1996
Skills
- Patient care and support
- Electronic health records management
- Medical terminology expertise
- Scheduling and coordination
- Phlebotomy and venipuncture
- BLS and CPR certification
- Biohazard waste management
- PPE compliance
- Blood-borne pathogen safety
- Customer service excellence
- Effective communication skills
- Time management proficiency
- Team collaboration strategies
- Data entry accuracy
- Diagnostic testing procedures
- OB/GYN assistance
- EKG administration skills
- Accessibility support services
- Clinical procedure execution
- Infection control practices
- Travel readiness for assignments
- Remote work efficiency
- Federal safety protocols adherence
- Patient scheduling
- Clinical coordination
- Attention to detail
- Polysomnography techniques
- Willingness to learn
- Clear communication
- Surgical assistance
- Centrifuge operation
- Cleaning and sanitizing
- Interpersonal communication
- Compassionate caregiver
- Record-keeping skills
- Problem-solving aptitude
Certification
- Medical Assistant & Phlebotomy Diploma, Concorde Career Institute, 1997
- Basic Life Support (BLS), National CPR Foundation, 12/31/25
References
References available upon request.
Timeline
Advanced Medical Support Assistant-GS-0679-06
U.S. Department of Veterans Affairs
01.2024 - Current
Medical Support Assistant-GS-0679-05
U.S. Department of Veterans Affairs
01.2024 - Current
Medical Assistant / Phlebotomist III
CRH Healthcare
11.2023 - 12.2023
Flight Attendant
Southwest Airlines
04.2005 - 07.2022
Licensed Medicare Health Insurance Agent
Humana Health Plans
10.2004 - 03.2005
Subcutaneous Dermatology Medical Assistant
Moffitt Cancer Center
04.2002 - 10.2004
Phlebotomist III
St. Joseph's Hospital
04.2000 - 03.2002
Patient Care Technician | Phlebotomist
Tampa General Hospital
07.1999 - 03.2002
Medical Assistant / Phlebotomist III
South Tampa Medical Group
08.1997 - 07.1999
Certification Surgical Technologist | Sterile Processor - Surgical Care
Emory University
Graduate Diploma - Medical Assistant & Phlebotomy
Concorde Career Institute
High School Diploma - Machinist Trade in Manual & CNC Lathe Machines
Tampa Bay Technical & Vocational High School
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