DANYETTA SEALS

Coordinated care between VA and community providers, scheduled appointments, and supported timely, appropriate care for Veterans.

• Processed community care consults from intake through closure, contacted Veterans and community providers, scheduled appointments, and escalated issues per VHA directives and standard operating procedures.
• Completed accurate scheduling through electronic waiting list and VA scheduling systems, including patient input by phone or in person.
• Completed scheduling actions within 7 calendar days from consult file entry date or after consult/task assignment.
• Reviewed active and pending consults, electronic wait list, recall list, and audio care communications daily to ensure accuracy and proper disposition.
• Notified the VA shift supervisor when clinic access fell below desired level or when patient could not be scheduled within required clinic timeframes.
• Supported clinic access contingency plans by adjusting appointment times, locations, or dates and redirecting patients to other healthcare providers during staffing and coverage conflicts.
• Applied patient safety standards by verifying Veteran identity with two forms of identification, including name and full Social Security number.
• Used each patient interaction to confirm and update demographic data in person or by phone, reducing returned mail and contact issues tied to incorrect addresses or phone numbers.
• Explained VA requirement to collect insurance information, gathered, scanned, and updated health insurance data, and supported revenue processes by identifying patients with third-party coverage.
• Performed receptionist and administrative duties, including customer service, appointment scheduling for one or more clinics or units, operation of office equipment, material distribution, message delivery, and compliance with business standards and operating procedures.
• Entered required health and administrative information into CPRS or EHRM accurately, maintaining 98% documentation and data integrity standards.
• Demonstrated VA core values of integrity, commitment, advocacy, respect, and excellence in customer interactions.
• Addressed customer concerns promptly, initiated complaint response within 24 hours, and resolved issues within 48–72 hours.
• Protected privacy and confidentiality for patients, families, medical records, and electronic information by following applicable policies, procedures, and federal confidentiality regulations, including HIPAA.
• Secured medical records by maintaining computer screens out of view from unauthorized individuals and safeguarding Privacy Act material while adhering to guidelines for releasing confidential information.
• Achieved daily productivity targets of 37 touches and 10 resolutions while maintaining 95% appointment accuracy and 85% patient satisfaction.
• Completed required VA onboarding, HIPAA, privacy, confidentiality, information security, and cybersecurity training before beginning performance.
• Complied with applicable federal, state, and local laws, VHA policies, place-of-performance procedures, records management requirements under the Federal Records Act, and NARA regulations.

• Answered Blue Cross Blue Shield of Alabama member calls with professional phone support
• Clarified benefits, claims, and eligibility questions by applying company policy to enhance member understanding
• Resolved customer inquiries, issues, and complaints through website, telephone, and email to ensure satisfaction
• Verified member information before discussing protected health details
• Documented call details in customer service systems for accurate follow-up
• Resolved routine account concerns during high-volume call center shifts
• Assisted members with provider and coverage questions in a courteous manner
• Followed HIPAA guidelines while handling sensitive insurance information
• Built strong customer relationships through effective communication and personalized support

• Executed scheduling actions within timeliness standards, incorporating Veteran input to minimize unnecessary travel.
• Processed Community Care consults from intake through closure, including Veteran outreach, provider coordination, and appointment scheduling across multiple clinics.
• Conducted daily reviews of active/pending consults, the Electronic Wait List, and recall lists to ensure accuracy and proper disposition.
• Raised scheduling barriers, clinic access issues, and time-frame conflicts to supervisors in compliance with VA directives.
• Verified demographics and updated patient information during each interaction, enhancing contact accuracy and reducing returned mail.
• Explained insurance requirements, collected and updated third-party insurance information, and supported revenue processes.
• Maintained strict HIPAA and Privacy Act compliance, safeguarding medical records and ensuring secure handling of all patient information.
• Demonstrated ICARE values in interactions with Veterans and care teams. in every interaction with Veterans, families, and interdisciplinary care teams.

• Coordinated patient support services at Cooper Green Mercy Health Services.
• Verified patient records and insurance information for service eligibility.
• Processed referrals and appointment requests using clinic scheduling systems.
• Communicated care instructions with patients, families, and clinical staff.
• Updated electronic health records with accurate visit and contact details.
• Prepared forms, documentation, and correspondence for patient accounts.
• Supported care teams with daily administrative and front desk tasks.
• Provided technical support for customers in resolving complex issues.
• Assisted in developing strategies to increase customer satisfaction levels.
• Maintained accurate records of customer interactions and feedback.