Carlene Lambert-Gangaram
Summary
FEDERAL EMPLOYEE: Supervisory Medical Support Assistant with 33 years of extensive expertise in healthcare administration, quality assurance, and team leadership. Demonstrates exceptional skills in customer service, staff training, and data entry, ensuring efficient and accurate operations. Committed to enhancing patient care and administrative excellence through innovative solutions and detailed attention to regulatory compliance.
Overview
33
33
years of professional experience
Work History
Income Verification Representative, GS5
Department of Veterans Affair, F-time 40hrs WKLY
Atlanta, GA
12.2024 - Current
- Participated in ongoing training opportunities to expand knowledge of industry-specific regulations or advancements relevant to our clientele base''s unique needs.
- Maintained patient records and paperwork while observing company protocols for data confidentiality.
- Asked appropriate questions to obtain information necessary for patient paperwork.
- Warmly greeted all patients, insurance company representatives and personnel, whether in person or on telephone.
- Streamlined the verification process with efficient organization and time management skills.
- Adhered to company policies and procedures, promoting consistency in the verification process across all departments.
- Managed multiple priorities simultaneously, consistently meeting deadlines while maintaining high-quality work standards.
- Enhanced the accuracy of verification reports by diligently reviewing and cross-checking information.
- Conducted thorough background checks for clients, ensuring accurate results and timely delivery.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Checked documentation for accuracy and validity on updated systems.
- Ensure eligibility by verifying Veterans information with the IRS and Social Security.
- Performs other related duties as assigned to me,
Owner/CEO
Stylz Collections Inc, P-time 20hrs WKLY
St. George's, Grenada
12.2018 - Current
- Issues certificates or lists of eligible applicants to management utilizing automated staffing systems
- Conducts interviews for hiring
- Generates reports to track training by content, item source, modality, accreditation type, occupation and geographic location
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Managed day-to-day business operations.
- Serving as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities and services are available
- Present patient issues and data at various facility meetings and committees
- Creates and edits tools in a variety of information technology applications (Microsoft Power Apps, Microsoft SharePoint, Microsoft Office, etc.)
- Produce on a regular basis, a cumulative report which includes a categorization of patient inquiries to track and trend the patterns to identify opportunities for improvement
- Working closely in identifying, training, and consulting with SLAs, and front-line staff, in resolving issues on first contact within their service area and use of PATS
- Performs quality ASSURANCE
- Routes errors to appropriate HR staff when discrepancies are found and provides information to assist HR staff in correcting the discrepancies
- Shifts work from routine to priorities in order to correct critical personnel actions, such as when pay or accessions are impacted with employees
- Utilizes evaluative and analytical techniques to identify, analyze and resolve problems with position management and staffing through use of information systems
- Develops and performs on demand training when requested by management and/or VISN/medical center personnel
- Change workflows and work assignments to balance workloads and increase effectiveness of operations and personnel utilization
- Collaborate with risk owners in tracking the implementation and revision of risk mitigation and issue corrective action plans
- Facilitated smooth patient flow throughout the clinic by efficiently coordinating appointments, referrals, and room availability
- Implemented innovative staff scheduling solutions to optimize coverage during peak hours while minimizing overtime expenses
- Coordinate with internal and external stakeholders to track risk mitigation activities and its impact on the project implementation activities, using the enterprise risk/issue tracking tools
- Boosted staff morale and performance through effective communication, training, and team-building initiatives
- Responsible for ordering and purchasing of merchandise
- Manage records, publications and timesheets
- Responsible for planning and carrying out special events and holiday activities for the kids
Telephone Operator, GS8
Department of Veterans Affairs, F-Time 40hrs WKLY
Miami, FL
07.2024 - 12.2024
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Increased efficiency by adeptly using a multi-line telephone system while simultaneously logging call details into the database.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
- Supported company operations by performing various administrative tasks such as data entry, filing, and scheduling appointments as needed.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Operated switchboard and routed incoming calls to appropriate departments.
- Streamlined communication between departments by accurately transferring calls and relaying messages in a timely manner.
- Maintained an organized workspace for optimal productivity while adhering to health and safety standards set forth by the employer.
- Collaborated with IT department to troubleshoot telecommunication system issues, minimizing downtime.
- Collected personal information from customers to accurately document requests.
- Gathered customer information and promptly input data into computer system.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Properly directed inbound calls in phone queues to improve call flow by [Number]%.
- Provided new employees with voice and accent training to teach proper customer service etiquette.
Supervisory Medical Support Assistant, GS8
Department of Veterans Affairs, F-Tme 40hrs WKLY
Miami, FL
01.2020 - 06.2024
- Maintain files while developing a system for efficiently organizing, storing, and retrieving electronic and paper records
- Evaluate work performance and complete performance appraisals and disciplinary actions for all employees assigned to section
- Evaluating new products, equipment, and systems in order to make recommendations for improved operations
- Provides briefings, orientations, staff development, and training for OASIS, OASIS+ and HCaTS Programs
- Conducts ongoing reviews of MSA's work product to ensure quality of work is maintained and that appointments are scheduled accurately and timely
- Develop detailed procedures and guidelines to supplement established administrative regulations or program guidance such as TMS, Federal Procurement Data System, Next Generation (FPDS-NG) Contract Payment Reporting Module (CPRM), FAS Sales Reporting Portal (SRP), Integrated Technology Solutions System (ITSS) and identifying conflicting and inconsistent data that requires a resolution
- Planning, organizing and directing the work of non-supervisory medical support assistants
- Responsible for time managing for the clerks, such as approving/disapproving AL/SL
- Assist leads and clerks on payroll matters to include, but not limited to resolution of timekeeping discrepancies involving the corrections of timesheets, providing general and specific guidance for timekeeping and the usage of the payroll system
- Performing leave audits for staff to be used for maternity leave usage projections, leave without pay and leave of absences and to resolve related QuickTime Time and Attendance and/or Payroll Oversee medical support team, ensuring efficient operations, quality work, and timely appointments while managing staff performance and development
- Implement and refine administrative systems, evaluating new technologies to enhance operational efficiency and streamline record management processes
- 40hrs WK
- Maintained strict compliance with HIPAA regulations by conducting regular employee training sessions on privacy practices.
- Promoted a positive patient experience through exceptional customer service skills when interacting with patients both in-person and over the phone.
- Facilitated smooth patient flow throughout the clinic by efficiently coordinating appointments, referrals, and room availability.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Oriented and trained new staff on proper procedures and policies.
Lead Medical Support Assistant, GS7
Department of Veterans Affairs, F-time 40hrs WKLY
Miami, FL
07.2016 - 01.2020
- 40hrs WK
- Handles escalated calls after attempts to resolve the caller's issue is unsuccessful due to the caller's level of emotion.
- Increased efficiency in handling emergency situations by developing an effective triage process based on patient needs assessment.
- Reduced administrative errors through meticulous attention to detail in documentation management processes.
- Implemented innovative solutions for office organization, optimizing overall workflow efficiency.
- Exceeded patient satisfaction targets by consistently providing empathetic support and addressing their individual needs throughout the healthcare process.
- Enhanced team productivity by proficiently delegating tasks and coordinating daily operations.
- Improved patient satisfaction by providing efficient and timely support to medical professionals.
- Obtained client medical history, medication information, symptoms, and allergies.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Works with the supervisor in the assignment of duties and functions to staff in order to meet routine deadlines.
- Leads a unit or team of Clerks.
- Monitors the status and progress of work assignments and ensure that they are completed in a timely manner within the set guidelines.
Patient Access Representative
University of Miami Hospital-Ftime 40hrs WKLY
Miami, FL
09.2015 - 05.2016
Medical Assistant/Clerk
Ave C Medical PC F-Time 40hrs WKLY
Brooklyn, NY
12.2012 - 06.2015
- Responsible for scheduling appointments for patients
- Coordinate meetings between the supervisor with staff
- Answer heavy volume of phone calls
- Knowledge of Joint Commission standards, medical terminology, and Epic system
- Calendaring
- Reports to supervisors on job performances, progress and necessary training that was done
- Effectively plan, organize and execute a wide range of responsibilities and interactions with staff and patients
- Serve as a timekeeper
- A member of various administrative programs (Stepping with pride2020, MSA M.E.E.T and MSA Mentorship program)
- Knowledge of a variety of office software and systems
- Proactively identifying existing or potential problem areas and suggesting solutions or alternatives to existing procedures which contribute to these problems
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions
- Responsible for gathering billing information (CPT, Diagnosis Codes, ICD9 codes/ICD10 codes, office notes and authorization forms), which applies to different insurance companies for payment purposes and medical records
- Create and file patient charts for medical records and follow-up on all patient information regarding insurance (i.e., workers' compensation and no fault)
- Responsible for scheduling appointments for patients
- Type letters for patients (i.e., work, school and type narrative report for lawyers, office notes for the doctors)
- Obtain authorization for patients needing MRI's, surgical procedures and physical therapy from various insurance companies
- Arrange surgery dates between booking office and patient
- Inform doctors of consults regarding ER, and other departments
- Answer heavy volume of phone calls
- Took notes and transcription of meetings
- Knowledge of Joint Commission standards, medical terminology, and Epic system
- Responsible for coordinating Doctors meetings and taking notes from peer meetings
- Calendaring
- Worked directly with the Chief to prepare reports as well as preparing statistical documentation as required by the department
- Responsible to answer inquiries from the Chief and patients regarding patient care
- 40hrs WK
Orthopedic Administrative Assistant III, Surgical Coordinator
Long Island College Hospital F-Time 40hrs WKLY
Brooklyn, NY
09.2001 - 07.2012
- Accounts Payable
- Supervise employees' time for payroll purposes
- Responsible for ordering and purchasing of merchandise
- Responsible for scheduling appointments for patients
- Type letters for patients (i.e., work, school and type narrative report for lawyers, office notes for the doctors)
- Obtain authorization for patients needing MRI's, surgical procedures and physical therapy from various insurance companies
- Arrange surgery dates between booking office and patient
- Inform doctors of consults regarding ER, and other departments
- Answer heavy volume of phone calls
- Took notes and transcription of meetings
- Knowledge of Joint Commission standards, medical terminology, and Epic system
- Responsible for coordinating Doctors meetings and taking notes from peer meetings
- Calendaring
- Worked directly with the Chief to prepare reports as well as preparing statistical documentation as required by the department
- Responsible to answer inquiries from the Chief and patients regarding patient care
- 40hrs WK
President/Owner
Lamberts Furniture Inc F-Time 40hrs WKLY
Brooklyn, NY
05.2009 - 12.2010
- Manage records, publications and timesheets
- Responsible for planning and carrying out special events and holiday activities for the kids
- Responsible for interviewing and processing of information to hire and terminate employees
- Enhanced company performance by implementing strategic plans and overseeing daily operations
- In charge of Inventory control, policies practice and procedures
- Meets the needs of customers including complaints related to merchandise returns
- Arranges meetings with potential clients to set up new accounts
- Create and develop ways to advertise the store on social media, radio and television
- Compose correspondence and written reports for the business
- Assemble and organize data for the store workers to improve efficiency
- Trained employees to maintain current knowledge on procedures, policies and directives
- Recognizes employees outstanding performances
- Provides the staff with guidelines and performance expectations
- Observes workers performances and conducts critiques
- Knowledge of Budget functions to ensure expenditures are consistent with budget plans
- 40hrs WK
Property Manager/Supervisor
Phillip Fordyce Constructions F-Time 40hrs WKLY
Brooklyn, NY
06.2008 - 08.2009
- Responsible for cash transactions, rent collections and closing of cash balance
- Answered heavy volume of calls
- Responsible for data entry, typing of correspondence, and filing, Account management for billing purposes
- Arranged and coordinated meetings
- Supervise and monitor employee's time for payroll purposes
- Assist prospective renters with showing them the available apartments
- Inform prospective renters of the necessary documents needed to qualify them for the apartment
- Collect the necessary documents to rent the property
- Advertise the property
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics
- Managed budgetary constraints to maximize profitability while maintaining high-quality living environments for residents
- 40hrs WK
Sales Representative/Cashier
Macys Department Store F=Time 40hrs WKLY
Brooklyn, NY
02.2000 - 04.2000
- Increased sales revenue by identifying and targeting high-potential accounts
- Expanded customer base through cold calling, networking, and relationship building
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service
- 40hrs WK
Home Health Aide
Caregivers, Inc. F-Time, 40hrs WKLY
Brooklyn, NY
11.1997 - 05.1998
- Assisted patients with daily hygiene (i.e., washing, dressing, etc.)
- Responsible for recognizing vital signs for patients - Administered medication to ensure proper daily dosage for patients
- Improved patient well-being by providing compassionate and attentive personal care
- Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes
- Maintained a clean and safe home environment for patients, reducing falls and accidents
- Collaborated with healthcare professionals to develop individualized care plans, addressing specific needs and goals of each patient
- Transported patients to medical appointments and social outings, fostering community engagement and overall wellbeing
- Completed thorough documentation of patient care activities, maintaining accurate records for effective communication amongst the healthcare team
- 40hrs WK
Sales Representative/Cashier
Sonia's Fashions, F-Time, 40hrs WKLY
Brooklyn, NY
05.1994 - 06.1996
- Assist customers with cash transactions for the purchases of sale items as well as other merchandise
- Responsible for making accurate transactions for payment of purchases - Maintained inventory of merchandise in store
- Answered a heavy volume of phone calls
- Accounts receivable
- Increased sales revenue by identifying and targeting high-potential accounts
- Expanded customer base through cold calling, networking, and relationship building
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service
- 40hrs WK
Customer Service Representative
Back to the Lands Health Foods, F-Time, 40hrs WKLY
Brooklyn, NY
05.1993 - 03.1994
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally
- Enhanced team productivity by implementing effective training programs tailored to individual needs
- 40hrs WK
Customer Service Representative/Manager
Willner's Pharmacy, F-Time. 40hrs WKLY
Brooklyn, NY
09.1991 - 04.1993
- Streamlined communication with customers through the development of a user-friendly online support platform
- Boosted employee morale by fostering a positive work environment and recognizing outstanding performance
- 40hrs WK
- Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
- Reduced response times to customer inquiries by optimizing staff schedules for peak hours.
- Collaborated with cross-functional teams to ensure seamless service delivery across all departments.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
No Degree - Health Administration
Kaplan University
Davenport, IA04.2017
ASSOCIATES DEGREE - Business Management, Pharmacy Tech
Taylor Business Institute
New York, NY06.1994
Skills
- Healthcare Administration (Expert)
- Insurance Verification (Experienced)
- Staff Training
- Team Leadership (Expert)
- Quality Assurance (Experienced)
- Customer Service (Expert)
- Data Entry (Experienced)
Training
- Stepping with pride2020, MSA M.E.E.T, MSA Mentorship program, DE&I Committee, Apr2022 - Present
- DEPARTMENT OF VETERANS AFFAIRS
Accomplishments
- Hero Award-March/2021
- Great Catch Award -June/2018
- Certificate Of Commitment-May2019
- Certificate Of Advocacy-June2018
- On the Spot Award-March/2024
Languages
English (Native)
Timeline
Income Verification Representative, GS5
Department of Veterans Affair, F-time 40hrs WKLY
12.2024 - Current
Telephone Operator, GS8
Department of Veterans Affairs, F-Time 40hrs WKLY
07.2024 - 12.2024
Supervisory Medical Support Assistant, GS8
Department of Veterans Affairs, F-Tme 40hrs WKLY
01.2020 - 06.2024
Owner/CEO
Stylz Collections Inc, P-time 20hrs WKLY
12.2018 - Current
Lead Medical Support Assistant, GS7
Department of Veterans Affairs, F-time 40hrs WKLY
07.2016 - 01.2020
Patient Access Representative
University of Miami Hospital-Ftime 40hrs WKLY
09.2015 - 05.2016
Medical Assistant/Clerk
Ave C Medical PC F-Time 40hrs WKLY
12.2012 - 06.2015
President/Owner
Lamberts Furniture Inc F-Time 40hrs WKLY
05.2009 - 12.2010
Property Manager/Supervisor
Phillip Fordyce Constructions F-Time 40hrs WKLY
06.2008 - 08.2009
Orthopedic Administrative Assistant III, Surgical Coordinator
Long Island College Hospital F-Time 40hrs WKLY
09.2001 - 07.2012
Sales Representative/Cashier
Macys Department Store F=Time 40hrs WKLY
02.2000 - 04.2000
Home Health Aide
Caregivers, Inc. F-Time, 40hrs WKLY
11.1997 - 05.1998
Sales Representative/Cashier
Sonia's Fashions, F-Time, 40hrs WKLY
05.1994 - 06.1996
Customer Service Representative
Back to the Lands Health Foods, F-Time, 40hrs WKLY
05.1993 - 03.1994
Customer Service Representative/Manager
Willner's Pharmacy, F-Time. 40hrs WKLY
09.1991 - 04.1993
ASSOCIATES DEGREE - Business Management, Pharmacy Tech
Taylor Business Institute
No Degree - Health Administration
Kaplan University