Carlette Howard
Chester,VA
Summary
Detail-oriented program support professional with over 11 years of experience in healthcare administration, compliance, and IT support. Expertise in system navigation, documentation verification, and troubleshooting complex workflows to enhance operational efficiency. Proven ability to manage diverse priorities independently while upholding strict confidentiality and fostering collaborative environments. Committed to driving improvements that align with organizational goals and elevate service delivery standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Assistant II
CarMax
Richmond, VA
02.2022 - 08.2025
- Verify compliance with lender guidelines and ensure all documents are accurate and legible.
- Process finance applications and manage the financial transactions of customer orders.
- Engage with customers via phone and online platforms, assisting with vehicle selection based on their requirements.
- Facilitate a smooth transition from online interest to in-store purchase, while mentoring new team members for optimal performance.
Scheduler
VCU Health Systems
Richmond, VA
04.2020 - 09.2021
- Coordinated outpatient appointment scheduling and ensured accuracy in patient demographic and insurance information entry.
- Provided appointment details and general assistance within established departmental guidelines, enhancing customer relations.
- Maintained and updated critical data in departmental systems, adhering to compliance standards including JCAHO and organizational policies.
Certified Medical Assistant
Interventional Pain & Spine
Chester, VA
06.2019 - 01.2020
- Conducted comprehensive patient triage, gathered full health histories, updated medication and medical records, and prepared patients for spinal procedures, ensuring all preoperative requirements were met.
- Administered medications, performed phlebotomy for PRP treatments, assisted with skin biopsies and ultrasound-guided injections, and managed urine drug screenings for medication monitoring.
Certified Medical Assistant
Bon Secours Liver Institute of Richmond
Richmond, VA
02.2017 - 03.2019
- Conducted patient care in adherence to physician guidelines, ensuring all patients received the appropriate level of care during their visit.
- Facilitated scheduling of outpatient procedures and provided administrative support for patient check-ins and check-outs.
- Managed the acquisition of prior authorizations, streamlining the process to maintain efficient patient service and care continuity.
Certified Medical Assistant
Chesterfield Family Practice
Chesterfield, VA
04.2016 - 10.2016
- Assisted physicians with in-office procedures and provided direct patient care, ensuring a high level of support and efficiency.
- Managed patient vitals, triage, and coordinated scheduling of appointments utilizing Electronic Medical Records (EMR) systems.
Certified Medical Assistant
Concentra Urgent Care
07.2012 - 08.2015
- Assisted with a variety of medical procedures, including physical examinations, EKGs, phlebotomy, DOT physicals, and pulmonary function tests, ensuring high standards of patient care and safety.
- Managed both front and back office operations, maintained treatment room readiness, sterilized instruments, and conducted respirator fit tests and regulated/non-regulated drug screenings.
Insurance Verification Specialist
Care Point Medical
03.2013 - 11.2014
- Verified insurance coverage for patients by liaising with insurance agencies, ensuring accurate entry of information into the system.
- Compiled necessary documentation and coordinated pre-authorization approvals, maintaining clear communication with patients, doctors, and insurance representatives.
- Supported Documentation Specialists in obtaining required documents for claim processing and assisted with various billing tasks, including payment posting and report management.
Registered Medical Assistant
HCA Primary Health Group Dr. Lloyd Bonner & Roderick-Haithcock
05.2011 - 06.2012
- Provided comprehensive patient care, including recording medical histories, measuring vital signs, and administering injections to support physician and mid-level practitioners during examinations and treatments.
- Managed patient scheduling for various medical procedures, ensured timely wound care, and performed venipuncture to facilitate efficient patient flow and care delivery.
Education
Certification - IT
CompTIA Tech+
Chester, Virginia12-2025
Medical Assistant -
Fortis College Richmond
10-2010
Skills
- Word Perfect
- Paychex Systems
- Working with people with developmental disabilities
- Insurance Verification
- Salesforce
- Cerner
- IT
- Employee Orientation
- Customer inquiry handling
- Phlebotomy
- Time management
- Able to Type 50 WPM
- As/400
- Live chat
- Anatomy Knowledge
- CPR Certified
- Microsoft Powerpoint
- Basic Accounting Skills
- Ekg/Ecg
- Urgent care center experience
- Technical documentation
- Managing technical support teams - Largest technical support team managed (1-5 team members)
- Health insurance authorizations
- DME
- Client services
- Proficient in Data Entry
- Medical Terminology
- Managed care
- Organizational skills
- ICD-9
- Microsoft Office
- Microsoft Outlook
- Microsoft Access
- Conflict management
- Google Suite
- EMR Systems
- Experience Administering Injections
- Excellent Oral/Written Communication Skills
- Operating systems
- Excellent Proofreading Skills
- Urine Sediment
- Vital Signs
- Eye Exams
- Primary care
- Epic
- Patient Care
- Typing
- Triage
- Interpersonal Skills on the Phone or Face to Face
- Medical Billing
- Technical support - Technical support experience (Less than 1 year)
- 10-Key
- Interpersonal skills
- Medical Scheduling
- Client interaction via phone calls
- Laboratory Experience
- Able to Complete Complex Assignments on Tight Deadlines
- Operate a 10-Line Switchboard
- English
- Salesforce
- Pharmacy software
- Medical Records
- Appointment Scheduling
- HIPAA
- Writing skills
- Customer communication
- Leadership
- Medical Office Experience
- Venipuncture
- Phone Etiquette
- Clerical Experience
- Workday
Certification
- BLS Certification
- Certified Medical Assistant
- CompTIA Tech+
- CPR Certification
- RMA
- Certified Notary Public
- CCMA Certification
- Driver's License
Timeline
Customer Experience Assistant II
CarMax
02.2022 - 08.2025
Scheduler
VCU Health Systems
04.2020 - 09.2021
Certified Medical Assistant
Interventional Pain & Spine
06.2019 - 01.2020
Certified Medical Assistant
Bon Secours Liver Institute of Richmond
02.2017 - 03.2019
Certified Medical Assistant
Chesterfield Family Practice
04.2016 - 10.2016
Insurance Verification Specialist
Care Point Medical
03.2013 - 11.2014
Certified Medical Assistant
Concentra Urgent Care
07.2012 - 08.2015
Registered Medical Assistant
HCA Primary Health Group Dr. Lloyd Bonner & Roderick-Haithcock
05.2011 - 06.2012
Certification - IT
CompTIA Tech+
Medical Assistant -
Fortis College Richmond