Dee Anne Berry
Belleville,IL
Summary
Diligent customer service advocate and supervisor with proven ability to manage and lead teams effectively. Successfully implemented process improvements that enhanced operational efficiency and team productivity. Demonstrated strong problem-solving and communication skills to drive team success.
Overview
9
9
years of professional experience
Work History
Supervisor Care in the Community
Department of Veterans Affairs
02.2024 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
- Increased customer retention rates by implementing customer feedback into actionable improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
Supervisor Health Administration Services
Department of Veterans Affairs
08.2023 - 02.2024
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Facilitated seamless communication between inpatient wards, ensuring that all teams were aligned with VA goals and mission.
Lead Advanced Medical Support Assistant
Department of Veterans Affairs
03.2022 - 08.2023
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- 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.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
- Used CPRS to maintain and record patient data and generate reports.
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
- Interviewed patients to verify and update clinical and demographic records.
- Facilitated positive relationships with external providers through effective coordination and communication of patient referrals.
- Performed medical records management, including filing, organizing and scanning documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Oriented and trained new staff on proper procedures and policies.
Advanced Medical Support Assistant
Department of Veterans Affairs
07.2020 - 03.2022
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- 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.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Performed medical records management, including filing, organizing and scanning documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
Referral Management Clerk
HSHS Medical Group
08.2019 - 10.2021
- Scheduled appointments with specialists on behalf of clients.
- Verified insurance benefits and eligibility for [Type] procedures before referring clients.
- Coordinated with medical staff and patients to find cost-effective options for services.
- Built professional relationships with service providers.
- Linked families to relevant community support to meet non-medical needs.
- Developed strong relationships with referring physicians, fostering trust and collaboration within the healthcare community.
- Enhanced patient satisfaction by efficiently managing and processing referral requests in a timely manner.
- Assisted in the development of referral guidelines, contributing to improved quality and consistency of care.
- Maintained accurate records of referrals, ensuring smooth communication between healthcare providers.
- Provided exceptional customer service to patients, addressing concerns and answering inquiries about the referral process.
- Expedited urgent referrals when necessary, promoting timely access to critical care services for high-risk patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Managed Care Support Liaison
Humana Military
11.2017 - 07.2019
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Collaborated closely with department heads to identify opportunities for process improvement initiatives.
- Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Educated staff on organizational mission and goals to help employees achieve success.
Referral Specialist
Federal Staffing Resources
11.2015 - 11.2017
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
- Streamlined referral processes for increased efficiency, resulting in timely appointments for patients.
- Verified insurance benefits and eligibility for [Type] procedures before referring clients.
- Promoted clear communication between primary care providers and specialists through detailed documentation and follow-up calls.
- Developed strong relationships with external healthcare facilities, fostering a collaborative approach to patient care coordination.
- Built professional relationships with service providers.
- Enhanced patient satisfaction by promptly addressing inquiries and resolving issues related to referrals.
- Acted as a liaison between referring physicians and specialists, establishing trust and rapport through professionalism.
- Provided ongoing training for new Referral Specialist staff members, ensuring consistent quality service delivery across the team.
- Maintained comprehensive knowledge of provider networks, ensuring appropriate specialist recommendations for patients.
- Processed referral requests from patients, doctors and other health care professionals.
- Processed medical insurance claims and payments.
- Assisted with medical coding and billing tasks.
Education
Associate of Arts - Early Childhood Care And Education
Kaplan University
Davenport, IA10-2016
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Staff development
- Complex Problem-solving
- Attention to detail
- Analytical thinking
- Team building
- Public speaking
- Epic, HSRM, RefDoc, PPMS, ECFax, CPRS, CTM, Excel, Word, MHV, and Vetext experience
Timeline
Supervisor Care in the Community
Department of Veterans Affairs
02.2024 - Current
Supervisor Health Administration Services
Department of Veterans Affairs
08.2023 - 02.2024
Lead Advanced Medical Support Assistant
Department of Veterans Affairs
03.2022 - 08.2023
Advanced Medical Support Assistant
Department of Veterans Affairs
07.2020 - 03.2022
Referral Management Clerk
HSHS Medical Group
08.2019 - 10.2021
Managed Care Support Liaison
Humana Military
11.2017 - 07.2019
Referral Specialist
Federal Staffing Resources
11.2015 - 11.2017
Associate of Arts - Early Childhood Care And Education
Kaplan University
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