Avia Wade

• Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
• Enhanced office workflow for medical staff by maintaining accurate records and timely data entry.
• Streamlined patient check-in process with effective communication and organization skills.
• Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
• Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
• Provided backup support to office staff by scheduling GI procedures
• Used CPRS and Vista to maintain and record patient data and generate reports.
• Scheduling, canceling, re-scheduling patient's appointments and/or consults
• Verifying and updating demographics of veterans
• communicated with physicians and health professional staff using interpersonal skills

• Three year experience working in the Call Center as an MSA performing duties such as data entry into Patient Records(CPRS), coordinating with the patient care team for various healthcare needs such as medication refills, renewals, and escalations, appointment scheduling functions for various primary care and specialty clinics, medication refills, renewals, and escalations.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Answered over 70 calls per day to meet fast-paced call center demands.
• Verified and updated veterans demographic records though Vista and Cprs

• Data entry into patient records, providing excellent customer service, knowledgeable of pertinent VHA Directives and service line processes and procedures. Completed mandatory TMS, job related TMS, On the Job training, and pursued additional training as time permitted.

• Effective and efficient communication both verbally and in writing with patient, clinical staff, colleagues, VA medical centers, non-VA medical centers, supervisors, and management.

• Participate and provide feedback and valuable input in weekly huddles, monthly staff meetings, and other work groups to assist with coordinating care for eligible veterans receiving care throughout all Ralph H Johnson VAMC .

• knowledge, skills and abilities are listed as followed

Advanced knowledge of policies and procedures

associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.

Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.

Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.

Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, [with internal and external customers. This may include preparing reports in various formats and presenting

• Maintained daily facility operations.
• Analyzed and identified equipment failure root causes and initiated correction actions.
• Applied correct chemical solutions and used proper equipment to avoid damage to floors and fixtures.
• Cleaned, vacuumed and dusted all areas of building to maintain organized, professional appearance for employees and clients.
• Sanitized, cleaned and scrubbed restroom fixtures and surfaces in detail.
• Cleaned offices and common areas, emptied trash and restocked supplies in restrooms.

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• • Inbound call center, averaging 50-65 calls per day.
  • Daily interaction with customers, appraiser, technicians and managers.
  • Handle inbound calls from our customers regarding all facets of their vehicle accounts, including warranty and billing services.
  • Scheduled pick up and return of customer loaner vehicles.
  • Completed daily spreadsheets of vehicle products being shipped and returned from customers on various vehicle models.
  • Settled discrepancies on late payments.
  • Made cross-sells and up-sells on company’s vehicle warranties and rental luxury vehicle assistance.
  • Coordinate repair needs for dealership associates.

• Delivered exceptional customer service to individuals contacting company's office for support and assistance.
• Checked that each scheduled route was appropriately covered by transportation drivers.
• Handled incoming calls and emails from customers regarding issues with transportation.
• Responded to over 100 daily caller requests with information about assistance and time frames.
• Created transportation routes and optimized plans for traffic, road conditions and other factors.
• Worked closely with customers to effectively resolve issues and complaints.
• Scheduled and dispatched drivers to locations in the Charleston and Tri County area.
• Directed all dispatching, routing and eta of 6 fleet vehicles.
• Evaluated and adjusted over 100 routes based on daily needs, available workers, traffic hazards and weather conditions.
• Responded to over 100 daily caller requests with information about assistance and timeframes.

• Evaluated patients to identify and address wounds, behavioral concerns and medically-relevant symptoms.
• Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
• Maintained best-in-class standards for individualized care in 12 bed unit by continuously checking in with patients and families and quickly providing care.
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
• Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
• Participated in fun activities, including crafting and group excercises with patients to boost mood, improve overall memory and provide light entertainment.
• Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
• Obtained client medical history, including medication information, symptoms and allergies.