Cassandra McFadden
Anchorage,Alaska
Summary
Dynamic and results-driven Supervisory Contact Representative committed to driving team success through dedication, meticulous attention to detail, and exceptional organizational abilities. Possesses a solid understanding of administrative operations and effective management techniques, complemented by training in technical skills. Eager to embrace new challenges and opportunities for growth while consistently striving for excellence. Passionate about fostering a collaborative environment that enhances productivity and supports team objectives.
Overview
15
15
years of professional experience
Work History
Supervisory Contact Representative
Department of Veterans Affairs Central Office
10.2023 - Current
- Direct a team of 17 customer service representatives, focusing on improving customer satisfaction and operational efficiency.
- Monitored and analyzed computer-generated metrics to evaluate employee adherence to performance benchmarks.
- Compiled and organized necessary paperwork for human resources to address proposed disciplinary measures effectively.
- Engaged in quality training initiatives with program analysts, fostering a supportive learning environment within team settings.
- Analyzed workload requirements and strategically planned work schedules to optimize work center performance.
- Administered work assignments, adhering to specific work center guidelines and protocols.
- Conducted thorough statistical analyses and prepared detailed daily and monthly work center reports to uphold center policy standards.
- Required to be occasionally onsite, as this position requires some direct supervision of CSR's and Lead CSRs in an office like setting however telework is available for this position.
Supervisory Medical Support Assistant
Dept. Of Veteran Affairs (Alaska VA Healthcare)
12.2018 - 07.2020
- Supervised and refined workflows of 19 advanced medical support assistants, focusing on excellence in administrative tasks.
- Oversee talented team by actively communicating project information, remedying issues and delivering positive feedback.
- Evaluated employee skills and customer requirements to strategically modify job assignments and schedules.
- Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Implemented staffing performance evaluations and provided targeted coaching and mentoring to support employee development.
- Executed daily management of work schedules, meticulously accounting for vacation and sick time to maintain operational efficiency.
- Evaluate employee performance monthly, coach and train accordingly, increasing quality of work and employee retention.
- Develop training, task and process guidelines and communicate clear and concise directions to employees.
- Evaluate employees' strengths and assigned tasks based upon experience and training.
- Managed the hiring process, including interviewing and training, to equip new staff with skills for advanced medical support assistant duties.
- Adhere to established procedures for handling sensitive and classified documents to retain chain of custody integrity.
- Review document management protocols and user activities against internal records policies and document management standards.
- Complete transmittal logs and store in files for specified durations.
Lead Medical Support Assistant
Dept. Of Veteran Affairs (Michael E. Debakey)
08.2017 - 12.2018
- Developed and implemented training programs to ensure new clinic personnel are proficient in operational procedures.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Organized and optimized patient appointment scheduling while performing reminder calls to maintain high levels of patient engagement.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Synthesized research findings into actionable reports for management to enhance decision-making processes.
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
- Implemented training sessions to equip new staff with knowledge of proper procedures and policies.
Advanced Medical Support Assistant
Dept. Of Veteran Affairs (Alaska VA Healthcare)
06.2015 - 08.2017
- Facilitated scheduling of telehealth appointments for patients, ensuring efficient healthcare delivery at Alaska VA Healthcare System.
- Conducted thorough verification and updates of clinical and demographic records within Vista and CPRS to maintain data integrity.
- Implemented care and efficiency improvements to support and enhance office operations.
- Executed collection of patient data for billing and insurance purposes by systematically gathering forms and scanning insurance cards.
Nursing Assistant
Dept. Of Veteran Affairs (Perry Point)
08.2013 - 06.2015
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Implemented targeted exercise plans to support mobility and address physical therapy requirements.
- Monitored and relayed significant patient information to healthcare professionals, ensuring optimized care strategies.
- Facilitated communication among multidisciplinary healthcare team members to enhance patient care through routine testing and monitoring of vital signs.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Furthered skills by actively taking part in employee trainings and taking classes in subjects to improve education.
- Implemented safe lifting techniques with mobility devices and equipment to facilitate patient transfers from chairs to beds, prioritizing patient safety.
Health Technician
Dept. Of Veteran Affairs
02.2013 - 08.2013
- Documented vital signs and health history for rehab patients daily .
- Taught patients about medications, procedures and care plan instructions.
- Maintained detailed records of test results by entering data and patient information into computer.
- Collected and documented patient medical information such as blood pressure and weight.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Prepared blood, urine, stool and sputum lab specimens for diagnostic evaluation.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Observed or examined patients to detect symptoms that required medical attention such as bruises, open wounds or blood in urine.
- Worked with peers, Nurses and Providers in weekly meetings to brainstorm new activities for patients and discuss ways to resolve issues.
- Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.
Nursing Assistant
Dept. Of Veteran Affairs
02.2011 - 02.2013
- Analyzed patient conditions to effectively identify and treat wounds, behavioral concerns, and significant medical symptoms.
- Tracked dietary intake and supported feeding efforts to ensure patients meet their nutritional goals and maintain overall health.
- Helped patients effectively manage routine bathing, grooming and other hygiene needs.
- Facilitated communication among multidisciplinary healthcare team members to enhance patient care through routine testing and monitoring of vital signs.
- Enhanced patient mobility through detailed organization of wheelchairs and preparation of assistive devices for seamless transitions.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Ensured thorough documentation of care activities by systematically updating records and logs within CPRS.
Education
Master of Science - Business Administration
Strayer University
Washington, DC09.2020
Bachelor of Science - Business Administration
Strayer University
Washington, DC03.2017
Associate of Applied Science - Business Administration And Management
Lansdale School of Business
North Wales, PA05.2012
Timeline
Supervisory Contact Representative
Department of Veterans Affairs Central Office
10.2023 - Current
Supervisory Medical Support Assistant
Dept. Of Veteran Affairs (Alaska VA Healthcare)
12.2018 - 07.2020
Lead Medical Support Assistant
Dept. Of Veteran Affairs (Michael E. Debakey)
08.2017 - 12.2018
Advanced Medical Support Assistant
Dept. Of Veteran Affairs (Alaska VA Healthcare)
06.2015 - 08.2017
Nursing Assistant
Dept. Of Veteran Affairs (Perry Point)
08.2013 - 06.2015
Health Technician
Dept. Of Veteran Affairs
02.2013 - 08.2013
Nursing Assistant
Dept. Of Veteran Affairs
02.2011 - 02.2013
Master of Science - Business Administration
Strayer University
Bachelor of Science - Business Administration
Strayer University
Associate of Applied Science - Business Administration And Management
Lansdale School of Business