ARTHUR WILLIAMS
El Paso,TX
Summary
Reliable healthcare administrative and patient support professional with a strong foundation in documentation, scheduling, and customer service. Known for accurate record updates, organized clinic support, and respectful communication with veterans, patients, and clinical staff.
Overview
1
1
Language
1
1
Certification
16
16
years of professional experience
Work History
Medical Support Assistant
Veterans Health Administration
El Paso, TX
08.2022 - Current
- • Schedule, reschedule, and cancel patient appointments while checking provider orders against VHA national scheduling guidelines.
- • Answer phones, greet veterans, and respond to secure messages as first contact for patient questions and concerns.
- • Review, document, and update electronic health record data, including consults, orders, and patient demographics.
- • Route patients to specialty clinics, support community care referrals, and inform clinical staff on administrative steps.
- • Address veteran concerns and support smooth clinic operations through timely issue resolution.
- Coordinated veteran appointments using VistA and CPRS scheduling systems to ensure efficient patient care.
- Completed patient registration and verified eligibility for Veterans Health Administration services to facilitate access to care.
- Managed the coordination of consults, referrals, and follow-up visits across service lines to ensure comprehensive patient management.
- Conducted thorough reviews of patient records and corrected demographic information in medical systems to maintain accurate data.
- Developed daily schedules and maintained provider calendars for outpatient clinics to ensure organized patient flow.
Customer Service Associate I
Family Dollar
El paso, Tx
01.2023 - 08.2023
- Answered customer questions via phone, email, live chat, or in person, ensuring prompt and effective support.
- Retrieve order status, account details, and transaction records in CRM to support accurate customer help.
- Process orders, returns, exchanges, payments, credits, and account updates by following set procedures.
- Solve standard issues using approved guidelines and decision paths, and send out-of-scope cases to supervisor.
- Record each customer interaction in CRM or ticketing tool, noting issue, action, and outcome.
- Explained product details, promotions, policies, and service terms clearly, enhancing customer understanding and satisfaction.
- Meet individual targets for handle time, CSAT scores, schedule adherence, and quality review results.
- Engaged in training on product updates and policy changes to ensure accurate customer support.
- Report repeat issues or system errors causing recurring customer contacts to team lead or supervisor.
- Maintained calm, professional communication with frustrated or difficult customers during interactions, fostering positive resolutions.
Front Office Coordinator
Border Therapy Services
El Paso, TX
08.2021 - 05.2023
- Greeted visitors, issued badges, maintained visitor logs, and kept front desk area professional.
- Answered multi-line phone systems, routed calls, and shared information with callers.
- Scheduled conference rooms, arranged staff appointments, and coordinated internal meetings.
- Received, sorted, and distributed incoming mail; prepared outgoing shipments.
- Handled data entry, filing, photocopying, and clerical support for other departments.
- Kept reception and common areas tidy and monitored office supply inventory.
- Applied front-desk security procedures, including visitor badges and access logs.
- Served as central point of contact for employee questions about office procedures and general information.
Mental Health Technician
University Behavioral Health
El Paso, TX
02.2018 - 04.2021
- Observed patient behavior and mood, then reported major changes to clinical staff.
- Supported daily living needs, including hygiene, meals, and medication adherence.
- Led therapeutic activities, including coping skills groups, art therapy, and recreational programs.
- Followed safety procedures, including suicide precautions, room searches, and de-escalation techniques.
- Assisted during crisis events involving assaultive behavior, suicide attempts, or medical emergencies.
- Provided basic nursing support by taking vital signs, collecting samples, and assisting with examinations.
- Recorded observations and incidents in electronic medical records.
- Escorted patients to appointments, activities, and other facilities.
- Provided one-on-one monitoring for high-risk patients.
- Supported treatment progress through communication, behavior modeling, and treatment plan participation.
Psychiatric Nursing Assistant
El Paso Psychiatric Center
El Paso, Tx
08.2010 - 02.2020
- Assisted patients with daily living tasks, including bathing, dressing, grooming, and eating.
- Observed and documented patient behavior, vital signs, and emotional changes, then reported concerns to nursing staff.
- Offered emotional support by listening to patient concerns and promoting positive interactions.
- Supported therapeutic, educational, and recreational activities.
- Maintained clean, safe surroundings and completed housekeeping tasks such as linen changes and room cleaning.
- Escorted patients to examinations, therapy sessions, and activities.
- Assisted with medication administration under nursing supervision, where permitted.
- Provided crisis support, including safe restraint procedures when trained and required.
- Recorded patient progress, incidents, and daily observations.
Education
BBA - Business Administration
The University of Texas At El Paso
El Paso, TX05-2028
CNA License -
Anamarc College
El Paso12-2010
GED -
Thomas Jefferson High School
El Paso12-2010
Skills
- Infection control expertise
- Charting and rehabilitation
- Patient Support
- Patient Admission
- Medical Histories and Vital Statistics
- Patient Activity Documentation
- Recreational therapy
- Safety protocols
- Mental Health
- Psychiatric Evaluation
- Rehabilitative Nursing
- Crisis Intervention
- Specimen Collection
- Medication Management
- Supporting Daily Living Needs
- Maintain Patient Safety
- Personal Hygiene Assistance
- Emergency Situations
- Accompany Patients
- Vital Signs Management
- De-escalation techniques
- Collecting Medical Specimens
- Staff Training
- Appointment Confirmation
- Clinic Operations Management
- Healthcare Administration
- Administration and Operations
- Training Junior Team Members
- Office record management
- Microsoft Office
- Insurance Processing
- Patient Check-In
- Eligibility Verification
- Medical Office Support
- Healthcare operations
- Patient scheduling
- Office coordination
- Electronic records
- Customer service
- Data entry
- Patient Appointment Management
- Medical billing
- Team communication
- Medical office administration
- Patient communication
- Attention to detail
- Billing Coordination
- Medical terminology
- Appointment scheduling
- Room preparation
- Medical record assessment
Certification
- CPR Certified through American Heart Association
LANGUAGES
Spanish, Professional Working
Languages
Spanish
Professional
Affiliations
- Volunteer - El Paso Child Crisis Center
- Volunteer - Humane Society of El Paso
Timeline
Customer Service Associate I
Family Dollar
01.2023 - 08.2023
Medical Support Assistant
Veterans Health Administration
08.2022 - Current
Front Office Coordinator
Border Therapy Services
08.2021 - 05.2023
Mental Health Technician
University Behavioral Health
02.2018 - 04.2021
Psychiatric Nursing Assistant
El Paso Psychiatric Center
08.2010 - 02.2020
BBA - Business Administration
The University of Texas At El Paso
CNA License -
Anamarc College
GED -
Thomas Jefferson High School