Austin Riley
Austin,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Experienced medical support professional prepared for responsibilities of this role. Known for strong team collaboration, adaptability, and achieving results. Skilled in patient scheduling, electronic health records management, and medical billing. Valued for reliability, communication skills, and ability to meet evolving needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Advanced Medical Support Assistant
Department of Veterans Affairs
08.2024 - Current
- .Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Mailed patient appointment letters.
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Verified and updated clinical records.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
- Maintained and obtained medical records.
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
- Interviewed patients to verify and update clinical and demographic records.
- Managed approximately 35 incoming calls from patients
- Managed 100 outbound calls to schedule patients.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
Patient Access Office Manager
Go Care Community Health Center
01.2021 - 08.2024
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Oversaw accounting, budgeting, and financial reporting.
- Sorted, organized and maintained files.
- Performed administrative duties and staff support tasks.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Interacted with customers by phone, email, or in-person to provide information.
- Managed 6 Patient access representatives.
- Managed over 35 calls per day.
- Served over 200 patients weekly.
- Increased sales by 10%
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Consulted with healthcare professionals on business decisions.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Coordinated patient care services with staff, physicians, patients, and other practice departments.
- Provided administrative support by maintaining complete patient documents.
- Managed financial counseling, appointment scheduling and in-office payments.
- Verified patients had positive experience by providing exemplary customer service.
- Observed staff performance to monitor conflict management and performance skills.
- Partnered with clinic staff to manage patient satisfaction.
- Developed and executed standards and objectives to promote corporate vision.
- Reduced patient wait times by optimizing appointment scheduling and effectively managing staff workload
- Ensured compliance with healthcare regulations through diligent monitoring of policies and procedures, maintaining up-to-date knowledge on industry standards
- Upheld company reputation by adhering strictly to ethical guidelines when managing sensitive cases, ensuring fair and impartial treatment for all parties involved.
- Collaborated closely with underwriting teams to ensure appropriate risk assessment measures were applied during policy issuance.
- The audit team is compiled of call center auditors, claims, and claim registration auditors, and eligibility auditors. There will be regularly assigned duties, however, flexibility within the department may be required based on organizational needs.
- Develops the scope for operational, implementation, renewal, and internal controls audits, selecting/developing appropriate audit steps necessary to promote effective audit coverage.
- Responsible for reviewing and assessing processes, controls, practices, and related procedures according to approved audit plans for selected areas of the organization to ensure legal compliance and consistency of internal controls.
- Proposes value-added recommendations to improve the effectiveness and efficiency of operational and management processes and system controls.
- Collects and analyzes results of audits to identify discrepancies between work processes and documented standards, deficient controls, root causes of non-conformance, or non-compliance with laws, regulations, or plan documents.
- Conducts ad-hoc investigations and reviews as requested by management.
- Coordinates with external and client auditors to ensure data and information is provided to and received from auditors and auditing entities; provides timely response to audit reports and completes overviews for management review.
- Maintains integrity of data within Internal Audit database; develops and runs a variety of database reports for internal and external reporting requirements, and ad hoc reports as requested.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
Manager, Business Operations
Whataburger
11.2016 - 03.2021
- Leadership skills
- Customer service skills
- Accomplished multiple tasks within established timeframes.
- Managed over 35 Employee's.
- Increase sales by 15%
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Monitored workflow to improve employee time management and increase productivity
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed forecasting models for sales projections and financial planning purposes, enabling more accurate budgeting efforts
- Managed corporate restructuring initiatives that resulted in streamlined organizational structures while maintaining service quality standards throughout transition.
- Enhanced operational efficiency by streamlining processes and implementing cost-saving measures.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Bachelor of Science - Health Studies/ Minor Business Administration
University of Louisiana At Monroe
Monroe, LA12.2023
Skills
- Staff Management
- Strategic planning
- Profit improvements
- Loss prevention management
- Planning and Coordination
- Dependable and Responsible
- Medical Documentation
- Patient Scheduling
- Claims Processing
- Medical Transcription
- Organizational growth
- Conflict resolution techniques
- Patient communication
Software
Microsoft office
Certification
Food safety certification
Personal Information
Title: Health Administration/Marketing
Timeline
Advanced Medical Support Assistant
Department of Veterans Affairs
08.2024 - Current
Patient Access Office Manager
Go Care Community Health Center
01.2021 - 08.2024
Manager, Business Operations
Whataburger
11.2016 - 03.2021
Bachelor of Science - Health Studies/ Minor Business Administration
University of Louisiana At Monroe
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