DIMETRICE THOMAS

• Demonstrated expertise in providing efficient and effective administrative patient support in a collaborative, interprofesssional care environment.
• implemented specialized administrative judgement and effectively utilized diverse clinical work flow processes to optimize access to care throughout multiple clinics specialties, and community resources.
• Implemented a range of communication channels such as phone calls in secure messaging and chat, text messages and video in collaboration with VISN programs, services and healthcare professionals to meet the needs of Veterans.
• Responsible for answering telephones, secure messaging, and chat messages, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, and interpreting and varying provider orders in accordance with VHA national scheduling guidelines.
• Ensured seamless communication between patients, inter-professional care delivery teams, and VA medical centers.
• Managed patient scheduling by monitoring and adjusting appointments, while also entering accurate no-show data.
• Monitored appointment requests from veterans' electronic platforms, ensuring timely responses.
• Oversaw outpatient appointments within assigned areas.
• Obtained medical information from patients and processed medication refill requests.
• Checked electronic health records and medical records daily, consulting with other MSAs and/or VISN CCC staff during huddles to assess the daily needs of the VISN CCC.
• Working in a call center, taking inbound and outbound calls daily.

• Collaborated with the patient care team to analyze clinic utilization using diverse reports.
• Assisted in managing and organizing appointments for veteran specialty clinics as a member of the referral coordination team.
• Maintained effective and efficient communication with patients, interdisciplinary teams, VA medical centers, and other agencies.
• Streamlines the process of delivering lab results to patients by implementing a secure messaging system.
• Contributed to collaborative discussions regarding patient care team huddles and meetings.
• Ensured timely delivery of results by effectively managing workload to meet patient experience.
• Effectively managed electronic wait lists, ensuring optional functionality.
• Coordinate care with the Office of Community Care.
• Processed referrals, specialty care, and in-house referrals.
• Updating and verifying patients' demographics.

. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

• Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Perform vital signs, intake/output, EKGs, point-of-care testing, and phlebotomy/collection/delivery of specimens.
• Assist the patient in and out of the car, wheelchairs, stretchers, etc., in a safe, efficient manner. Handles all telephone calls in an efficient manner by maintaining clear and concise communication with callers, and delivers accurate information.
• Communicates with insurance carriers in order to recover claim balances.
• Follow up on internal and external requests accurately and expeditiously to process information and resolve issues.
• Responds to directives and assignments in a timely manner, while conveying professionalism and cooperation during interactions with coworkers, provider representatives, clients, as well as patients.
• Achieves and consistently maintains daily, weekly, and monthly productivity and equality goals, as determined by department needs and standards.
• Reviews documentation in the system, notes required correspondence and action, corrects inaccurate information as appropriate, and notifies the Team Lead of any unusual occurrences, issues, or trends as directed by department guidelines. Perform a variety of office tasks (Print, Copy, & Fax). Manage multi-phone lines.
• Correct billing errors within coding guidelines, and resubmit claims for proper payments.
• Correct billing errors within coding guidelines, and resubmit claims for proper payments.
• Worked (Cigna, BCBS, Tricare, Aetna) daily to view claims for resubmission.

• Working knowledge of basic medical terminology, ability to work independently in a changing environment, and handle stressful situations.
• Demonstrated multitasking, proficiency, and problem-solving skills.
• Proficient in Microsoft Word, Excel, Outlook, SMS, Epic, CSC papers, and scheduling systems.
• Stays aware of insurance authorization needs, and follows department policies on establishing appointments that do not have confirmed authorizations.
• Confirms schedule with doctors' offices, including the time of the procedure, and communicates and resolves any conflicts about daily schedules.
• Utilizes a computerized scheduling system and electronic order management functions and capabilities (may be required to use a computerized scheduling system to maximize the efficiency of block scheduling, e.g., typing, data entry, alpha/numeric filing, and computer skills).
• Completes quality assurance for all scheduled patients. Trained new employees.