Ciccily Hannah
Henrico,VA
Summary
Dedicated and detail-oriented Advanced Medical Support Assistant with over 5 years of experience in dynamic healthcare and customer service environments. Proven expertise in patient registration, team supervision, scheduling, and front-desk operations, consistently delivering high-quality support to providers and patients. Recognized for enhancing workflow efficiency and resolving escalations with professionalism and care. Eager to leverage leadership and medical administrative skills to improve patient care and optimize office operations.
Overview
8
8
years of professional experience
Work History
Advanced Medical Support Administrator
U.S. Department of Veterans Affairs
01.2023 - Current
- Schedule and register patients for various appointments including consults, emergency care, and mental health services.
- Respond to system notifications, review documentation for accuracy, and provide team support on administrative tasks.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Maintain data integrity in patient records while ensuring compliance with HIPAA and VA protocols.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
Lead Customer Services Coordinator
Capital One
03.2022 - 04.2023
- Supervised a team of coordinators and served as the primary contact for escalated customer service issues.
- Provided customers with account support, online banking assistance, and secure handling of sensitive information.
- Developed reports to track and reduce recurring escalations, contributing to improved team efficiency and service delivery.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
Patient Access Representative
VCU Health
09.2018 - 04.2022
- Registered patients and scheduled appointments and medical procedures while ensuring insurance eligibility and co-pay collection.
- Accurately entered and maintained patient demographic and insurance data in the system.
- Served as the lead trainer for onboarding new staff, ensuring consistent training and knowledge transfer across the team.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Human Resources Assistant
Amazon
06.2017 - 08.2018
Education
Medical Assistant Certification -
Concorde Career Institute
06.2012
Skills
- Medical Office Administration
- Leadership & Team Supervision
- Patient Communication & Support
- Insurance Verification & Billing
- EMR Systems (EPIC, CPRS)
- Conflict Resolution & Escalation Handling
- Microsoft Office Suite (Word, Excel, Outlook)
- Electronic Medical Records (EMR): EPIC, CPRS
- Patient Scheduling Systems
- HIPAA Compliance
- Insurance Verification Tools
Timeline
Advanced Medical Support Administrator
U.S. Department of Veterans Affairs
01.2023 - Current
Lead Customer Services Coordinator
Capital One
03.2022 - 04.2023
Patient Access Representative
VCU Health
09.2018 - 04.2022
Human Resources Assistant
Amazon
06.2017 - 08.2018
Medical Assistant Certification -
Concorde Career Institute
Personal Information
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