Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Christina Acosta

Yukon,United States

Summary

Results-oriented professional with extensive experience in document management and customer service at DJW Consulting. Demonstrated leadership in team environments, leveraging strong communication skills to drive performance. Achievements include enhancing operational efficiency and producing accurate medical documentation, leading to improved client satisfaction.

Overview

7
7
years of professional experience

Work History

General Clerk III Lead (Aerospace Medical Certification Division Call Center Lead)

DJW Consulting
Lanham, MD
06.2023 - Current
  • Company Overview: Contractor to the Federal Aviation Administration
  • As Phone Center Lead, I oversee the phone center, AMCS, and AME Seminars. I lead my team with knowledge and dignity. I have a strong knowledge in various human resource practices including regulations involving the civil rights act and equal employment opportunity. Further duties include assigning tasks, trainings, helping with protocol change, timesheets, sending fax and emails to airman and doctors. My knowledge and ideas have made a huge impact on the phone center and other departments I oversee. I have had many compliments from my supervisor, reviewers, Doctors, and other supervisors on how great all my departments are doing. My leadership skills, hard work, ability to work with no direction and knowledge of medical conditions are why I was promoted to Call Center Lead.
  • MEDICAL DOCUMENTATION EXPERIENCE: I have experience using “Document Imaging Workflow System” (DIWS) and reviewing medical documents that denote the diagnosis and treatment of disease, injuries and deformities and include prescription and all over-the-counter medicines and pharmaceuticals. I have reviewed documents in thousands of case files for completeness and accuracy, using a variety of legal or regulatory references for document verification. I have analyzed data obtained from documentation such as claim forms, application forms, lab reports, pathology reports, radiology reports, ECG, Holter Monitors, Hospital records, and Discharge summaries. I am well trained with the resources used to review over airman’s medical files to make sure they are submitting the correct documents, medical certification manual and guide for aviation medical examiners. I review FAA medical certification letters to make sure I accurately communicate to the caller what the FAA doctor or reviewer is requesting in the FAA information letters. I review and am familiar with the different letters sent by medical certification division, drug and alcohol, Medical Appeals and general review letters. I train on how to use “Document Imaging Workflow System” (DIWS). I am responsible for training new hires on policy and procedures of the FAA medical certification division at the FAA.
  • KNOWLEDGE, EXPERIENCE AND UNDERSTANDING OF MEDICAL TERMINOLOGY: I have exceptional knowledge and understanding of medical terminology. Since I have a strong knowledge of medical terminology, doctors and airman call in and ask questions about medical documents required for a medical terminology to answer their questions. When training new hires, I make sure they are taught and familiar with medical terminology and can answer the caller’s questions.
  • ABILITY TO PRESENT CLEAR EXPLANATION AND RATIONALE OF DECISION OR DETERMINATION: I regularly provide applicants applying for medical certification with a clear explanation and rationales regarding FAA determination. Due to my skill at providing clear and concise explanations, I am the go-to person in my office when a complex case needs to be explained and responsible for taking all supervisor calls. I have had many compliments from supervisors and callers about how I explain and communicate to callers and my team.
  • ABILTIY TO UTILIZE AND UNDERSTAND THE FUNCTION OF VARIOUS COMPUTER AND AUTOMATED SOFTWARE SYSTEMS: I have in depth knowledge of different computer software that I use daily, such as (DIWS) Document Imaging Workflow System, Microsoft Office, Access and Excel.
  • Contractor to the Federal Aviation Administration
  • Supervisor: Jo Powers (405) 954-4783
  • Okay to contact this Supervisor: Yes

General Clerk III (Aerospace Medical Certification Division Phone Operator)

DJW Consulting
Lanham, MD
11.2022 - 05.2023
  • Company Overview: Contractor to the federal Aviation Administration
  • For this position, I would answer up to a hundred calls a day from airmen, Doctors, Attorneys, Flight Standards District Offices (FDSO), employers and other departments within the FAA. During these phone conversations I review airmen’s electronic files located in our database system “Document Imaging Workflow System” (DIWS) and help answer the caller’s questions regarding medical conditions and letters that are sent from the FAA medical certification reviewers and doctors.
  • MEDICAL DOCUMENTATION EXPERIENCE: Experience using “Document Imaging Workflow System” (DIWS) and reviewing medical documents that denote the diagnosis and treatment of disease, injuries and deformities and include prescription and all over-the-counter medicines and pharmaceuticals. I have reviewed documents in thousands of case files for completeness and accuracy, using a variety of legal or regulatory references for document verification. I have analyzed data obtained from documentation such as claim forms, application forms, lab reports, pathology reports, radiology reports, ECG, Holter Monitors, Hospital records, and Discharge summaries. I am well trained with the resources used to review over airman’s medical files to make sure they are submitting the correct documents, medical certification manual and guide for aviation medical examiners. I review FAA medical certification letters to make sure I accurately communicate to the caller what the FAA doctor or reviewer is requesting in the FAA information letters. I review and am familiar with the different letters sent by the medical certification division, drug and alcohol, Medical Appeals and general review letters. I train on how to use “Document Imaging Workflow System” (DIWS). I am responsible for training new hires on policy and procedures of the FAA medical certification division at the FAA.
  • ABILITY TO PRESENT CLEAR EXPLANATION AND RATIONALE OF DECISION OR DETERMINATION: I regularly provide applicants applying for medical certification with a clear explanation and rationales regarding FAA determination. Due to my skill at providing clear and concise explanations, I have had many compliments from supervisors and callers about how I explain and communicate to callers and my team.
  • ABILTIY TO UTILIZE AND UNDERSTAND THE FUNCTION OF VARIOUS COMPUTER AND AUTOMATED SOFTWARE SYSTEMS: I have in depth knowledge of different computer software that I use daily, such as (DIWS) Document Imaging Workflow System, Microsoft Office, Access and Excel.
  • Contractor to the federal Aviation Administration
  • Supervisor: Jo Powers (405) 954-4783
  • Okay to contact this Supervisor: Yes

Paycom Specialist

Paycom Payroll LLC
Oklahoma City, OK
03.2022 - 11.2022
  • This job requires receiving on average about 80 calls a day from clients, requiring great written and oral communication. I would resolve any inquiries the clients had about the Paycom software. Assisting clients with their payroll, onboarding, tax set up, garnishments and any other software they use for their business. I would train the clients how to use the software they purchased and be their point of contact if they had any questions or issues. I would conduct one-on-one meetings over zoom to provide top-tier service to the clients to ensure they knew how to use the software properly and effectively. I had over a hundred clients I maintained on my own, answering their calls and emails daily utilizing my problem solving and analytical skills. Often, I would assist clients in excel for imports and exports of data with ability to perform moderately complex tasks, such as working with large data sets, collecting data, pivot tables and completing formulas. I worked with each client, usually the CEO’s, HR Managers, and the Payroll Specialist of the company. We worked as a team to initiate solutions and to assist team members in meeting performance goals.
  • Knowledge and Experience: Paycom provides eighteen different software packages for clients, I was knowledgeable of each one. I provided professional customer service experience along with knowledge of basic auditing and reconciliation to improve their business. Strong customer service skills and little to no errors while working with my clients. Provided system feedback to product management on behalf of clients. Actively engage in continuous learning and self-improvement to complete required training programs, enhance system knowledge, and stay up to date on legislation impacting clients. Coordinated with internal departments and higher-level specialists as needed to resolve client projects.
  • Supervisor: Darrin Cranford

General Clerk III (Aerospace Medical Certification Division Phone Operator)

DJW Consulting
Lanham, MD
09.2018 - 01.2020
  • Company Overview: Contractor to the federal Aviation Administration
  • For this position, I would answer up to a hundred calls a day from airmen, Doctors, Attorneys, Flight Standards District Offices (FDSO), employers and other departments within the FAA. During these phone conversations I review airmen’s electronic files located in our database system “Document Imaging Workflow System” (DIWS) and help answer the caller’s questions regarding medical conditions and letters that are sent from the FAA medical certification reviewers and doctors.
  • MEDICAL DOCUMENTATION EXPERIENCE: Experience using “Document Imaging Workflow System” (DIWS) and reviewing medical documents that denote the diagnosis and treatment of disease, injuries and deformities and include prescription and all over-the-counter medicines and pharmaceuticals. I have reviewed documents in thousands of case files for completeness and accuracy, using a variety of legal or regulatory references for document verification. I have analyzed data obtained from documentation such as claim forms, application forms, lab reports, pathology reports, radiology reports, ECG, Holter Monitors, Hospital records, and Discharge summaries. I am well trained with the resources used to review over airman’s medical files to make sure they are submitting the correct documents, medical certification manual and guide for aviation medical examiners. I review FAA medical certification letters to make sure I accurately communicate to the caller what the FAA doctor or reviewer is requesting in the FAA information letters. I review and am familiar with the different letters sent by the medical certification division, drug and alcohol, Medical Appeals and general review letters. I train on how to use “Document Imaging Workflow System” (DIWS). I am responsible for training new hires on policy and procedures of the FAA medical certification division at the FAA.
  • ABILITY TO PRESENT CLEAR EXPLANATION AND RATIONALE OF DECISION OR DETERMINATION: I regularly provide applicants applying for medical certification with a clear explanation and rationales regarding FAA determination. Due to my skill at providing clear and concise explanations, I have had many compliments from supervisors and callers about how I explain and communicate to callers and my team.
  • ABILTIY TO UTILIZE AND UNDERSTAND THE FUNCTION OF VARIOUS COMPUTER AND AUTOMATED SOFTWARE SYSTEMS: I have in depth knowledge of different computer software that I use daily, such as (DIWS) Document Imaging Workflow System, Microsoft Office, Access and Excel.
  • Contractor to the federal Aviation Administration
  • Supervisor: Jo Powers (405) 954-4783
  • Okay to contact this Supervisor: Yes

Phlebotomist

Hunters Pharmacy
Oklahoma City, OK
11.2017 - 09.2018
  • This job required routine blood draws performed on the patients, ordered by their physicians. I follow procedures to ensure proper procedure of blood draw and delivery of samples to laboratory. Adhere to policies and procedures regarding confidentiality of patient information.
  • Maintained a safe and clean work environment by keeping work areas free of hazards and complying with safety rules and regulations. I performed routine laboratory tasks according to procedures. Assisting customers including answering phones and responding to customer inquiries. As well as assisting laboratory staff in the daily operation of the lab by collecting, labeling, processing, and preserving blood, urine, and other specimens according to established laboratory procedures. Enters, accesses, and executes lab orders in the appropriate laboratory and electronic medical record system. Ensured a clean laboratory, stocked necessary supplies and maintained work area. Updating statistical records, labels tubes, and schedules processing runs daily and reporting the data to my superiors weekly. Performs a variety of administrative and clerical duties including admission activities, insurance verification, order entry processing and medical record processing.
  • Supervisor: Haleigh Bush

Education

Bachelor’s - Business Administration and Management

Franklin University
Columbus, OH
04.2025

Skills

  • Document management
  • Data analysis
  • Medical terminology
  • Customer service
  • Team leadership
  • Communication skills

References

Tammy Williams, FAA, LIE, (405) 250-2346, Tammysuniqueboutique@hotmail.com

Timeline

General Clerk III Lead (Aerospace Medical Certification Division Call Center Lead)

DJW Consulting
06.2023 - Current

General Clerk III (Aerospace Medical Certification Division Phone Operator)

DJW Consulting
11.2022 - 05.2023

Paycom Specialist

Paycom Payroll LLC
03.2022 - 11.2022

General Clerk III (Aerospace Medical Certification Division Phone Operator)

DJW Consulting
09.2018 - 01.2020

Phlebotomist

Hunters Pharmacy
11.2017 - 09.2018

Bachelor’s - Business Administration and Management

Franklin University

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Christina Acosta