Courtney Powell
Las Vegas
Summary
Results-driven Supervisory Administrative Specialist with expertise in workflow optimization and team leadership. Experienced in staff training and patient flow management, enhancing operational efficiency. Skilled in CPRS and Microsoft Office, promoting collaboration and streamlining office operations.
Overview
15
15
years of professional experience
Work History
Supervisory Administrative Specialist
Department of Veterans Affairs
North Las Vegas
11.2024 - Current
- Developed and implemented office policies that enhanced operational efficiency.
- Supervised administrative staff, ensuring efficient office operations and high performance.
- Conducted regular staff meetings to align team on progress and address policy changes.
- Managed multiple projects simultaneously while meeting tight deadlines across various departments.
- Analyzed financial statements to identify cost-saving opportunities and optimize budgets.
- Resolved employee conflicts by thoroughly investigating complaints and taking appropriate action.
- Developed training materials for new employees to enhance understanding of administrative processes.
- Streamlined communication between departments to facilitate service delivery and improve coordination.
- Oversaw CRM updates and backups, report generation, and troubleshooting requisition.
- Responded promptly to customer inquiries via phone or email ensuring excellent customer service standards were met.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Lead Medical Support Assistant GS 7
VA Loma Linda Healthcare System
Loma Linda
12.2022 - 11.2024
- Oversaw daily appointment list, managing scheduling, cancellations, and no-shows to optimize patient flow.
- Managed patient scheduling and appointment coordination for efficient healthcare delivery.
- Scheduled and managed medication refills and renewals efficiently.
- Supported the implementation of patient care initiatives across the healthcare system.
- Addressed patient inquiries and concerns with empathy and professionalism.
- Communicated pertinent information and potential problems to physicians and nurses.
- Evaluated training records to identify MSAs' interdisciplinary support needs, facilitating targeted development.
- Coordinated comprehensive training with HAS Trainer to ensure accountability in data management.
- Trained employees on operational procedures and best practices, improving service delivery and support quality.
- Monitored employee performance and provided regular feedback for improvement.
- Communicated effectively with stakeholders to maintain transparency and collaboration.
Advance MEDICAL SUPPORT ASSISTANT GS 6
Loma Linda
California
07.2020 - 12.2022
- Managed incoming and outgoing telephone and electronic communications efficiently.
- Identified and escalated urgent issues to professional staff for prompt resolution.
- Checked patients in and out, ensuring accurate record-keeping.
- Developed scheduling processes and training programs, improving operational efficiency.
- Answered inquiries regarding patient eligibility, appointment availability, and procedures.
- Scheduled return consultations for multiple providers, maintaining optimal workflow.
- Educated patients on procedures, medications, and physician instructions to improve outcomes.
- Oriented new medical staff and students on administrative protocols and systems, ensuring smooth integration.
- Assisted healthcare providers with patient scheduling and appointment management.
- Processed patient records using electronic health record systems efficiently.
- Maintained confidentiality of patient information in compliance with regulations.
- Verified accurate patient demographic and insurance information to enter into electronic medical system.
- Collaborated with multidisciplinary teams to improve patient care delivery.
- Updated employee schedules based on business needs and attendance patterns.
- Verified accuracy of timesheets before submitting them for processing.
- Collaborated with Human Resources staff to resolve discrepancies related to payroll issues.
Environmental Services Housekeeper
US Department of Veterans Affairs
Loma Linda
05.2019 - 07.2020
- Cleaned patient exam rooms, surgery suites, and common areas to ensure a hygienic environment.
- Disinfected and mopped bathrooms, ensuring sanitary facilities for user safety.
- Utilized personal protective equipment to protect against hazardous materials during cleaning.
- Disposed of trash and recyclables daily to prevent waste accumulation.
- Vacuumed rugs and carpeted areas in offices and corridors to enhance cleanliness.
- Hand-dusted and wiped down office furniture and windowsills for a tidy workspace.
- Inspected all areas post-cleaning to confirm thorough sanitation and compliance with health standards.
- Followed safety protocols when using cleaning chemicals and laundering linens.
Medical Front Office Receptionist
CORNERSTONE MEDICAL GROUP
San Bernardino
12.2014 - 05.2019
- Executed front office functions by greeting patients, retrieving charts, and verifying insurance eligibility to enhance patient flow.
- Scheduled appointments and collected co-pays during patient visits.
- Coordinated patient check-in, check-out, and billing processes to streamline operations and reduce wait times.
- Adhered to HIPAA guidelines to ensure patient privacy was maintained.
- Managed administrative tasks including phone inquiries, payment plans, and insurance appeals.
- Maintained customer satisfaction by proactively addressing needs and concerns, fostering a welcoming environment.
- Reviewed job descriptions, updated requirements, and interviewed candidates for hiring decisions.
- Developed training materials and facilitated orientation for new hires.
Customer Service Supervisor
Walmart Supercenter
Highland
09.2011 - 12.2014
- Supervised training and mentoring of new team members to improve customer service quality and team efficiency.
- Resolved customer issues promptly to maintain satisfaction and loyalty.
- Monitored customer feedback data to identify trends and implement corrective actions for enhanced service delivery.
- Managed teams of over 10 members, ensuring accurate cash handling and adherence to financial protocols.
- Evaluated employee performance based on established criteria to foster improvement.
- Collaborated with management on departmental initiatives and training materials for staff.
- Maintained up-to-date knowledge of store promotions and effectively communicated sales to customers.
- Operated cash register for cash, check, and credit card transactions with high accuracy.
Education
High School Diploma -
Penn Foster High School
California01-2007
Skills
- Healthcare administration
- CPRS applications
- HIPAA compliance
- Project management
- Workflow optimization
- Data management
- CRM systems
- CRM management
- Microsoft Office suite
- Excel proficiency
- Spreadsheet creation
- Word expertise
- Office management
- Time management
- Workflow planning
- Patient flow
- Team leadership
- Staff training and development
- Employee training
- Information management
- Calendar management
- Team collaboration
- Coaching
- Relationship building
- Staff development
- Critical thinking
- Communication skills
- Customer service
- Leadership skills
Timeline
Supervisory Administrative Specialist
Department of Veterans Affairs
11.2024 - Current
Lead Medical Support Assistant GS 7
VA Loma Linda Healthcare System
12.2022 - 11.2024
Advance MEDICAL SUPPORT ASSISTANT GS 6
Loma Linda
07.2020 - 12.2022
Environmental Services Housekeeper
US Department of Veterans Affairs
05.2019 - 07.2020
Medical Front Office Receptionist
CORNERSTONE MEDICAL GROUP
12.2014 - 05.2019
Customer Service Supervisor
Walmart Supercenter
09.2011 - 12.2014
High School Diploma -
Penn Foster High School