Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dominique Graves

Hopewell,VA

Summary

Performance-focused Medical Support Assistant offering broad-based experience in medical administration and patient care management. Talented at building and cultivating professional relationships, coordinating appointments and performing wide range of treatment procedures. Well-defined communication, technical and analytical aptitudes.

Overview

13
13
years of professional experience

Work History

IN HOME CARETAKER

Nursing Assistant
10.2019 - 01.2022
  • Assist clients with ambulation and mobility around the house or outside (doctor's appointments, walks etc.)
  • Managed medication schedules to ensure timely administration and improve client health outcomes.
  • Developed personalized care plans tailored to each client''s unique needs, promoting overall wellness.
  • Assist clients with personal care and hygiene
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Conducted safety assessments within clients'' homes, implementing modifications as needed to reduce fall risks and other hazards.
  • Assisted with mobility exercises and range-of-motion stretches to maintain or improve physical functioning in clients.
  • Prepared nutritious meals according to dietary guidelines, promoting healthy eating habits among clients.
  • Monitored vital signs and reported changes to healthcare providers, ensuring prompt intervention when necessary.
  • Supported cognitive function through engaging conversation and mental stimulation activities tailored to individual interests.
  • Assisted clients with daily living tasks for improved independence and wellbeing.

MEDICAL SUPPORT ASSISTANT

MCGUIRE VA HOSPITAL
03.2021 - 05.2021
  • Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports
  • Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
  • Ability to schedule medical appointments in a clinical setting
  • Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
  • Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers
  • Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.
  • Streamlined patient check-in process with effective communication and organization skills.
  • Enhanced office workflow for medical staff by maintaining accurate records and timely data entry.
  • Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
  • Provided compassionate support, addressing patient concerns and inquiries in a professional manner.

CHILD AND YOUTH PROGRAM ASSISTANT CDC

YORKTOWN CDC, FORT LEE
02.2020 - 12.2020
  • Enhanced children''s social skills by organizing group activities and promoting positive interactions.
  • Fostered a safe and nurturing environment for children to learn, play, and grow in both indoor and outdoor settings.
  • Collaborated with colleagues to develop age-appropriate programs that met the needs of diverse learners.
  • Assisted in planning and executing special events for families, fostering strong community connections.
  • Monitored children''s behavior and intervened when necessary, ensuring a respectful learning atmosphere.
  • Conducted regular assessments of children''s development, using results to inform individualized instruction strategies.

BILLING SPECIALIST/MEDICAL ASSISTANT

Twin Rivers Medical Center
11.2018 - 09.2019
  • Charge entry of daily office visits received from physicians; registers patients, verifying insurance, as well as data entry and data analysis
  • Partners as collections which included mailing of correspondence, working with patients to establish promissory notes for payment and if necessary forwarded accounts to collection agency
  • Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
  • Post payments to patient's accounts and verified medical insurance while training/mentoring new hires
  • Oversaw and ran necessary reports to ensure that all statuses were worked in a timely manner and helped in any capacity necessary
  • Researched and resolved denials and EOB rejections within standard billing cycle timeframe
  • Poses and updates account data to company and client hospital systems to ensure accuracy
  • Implements working reports for credit balances, refunds, bad debt, and IME billing
  • Rebilled Inpatient/Outpatient claims, updated insurance information
  • Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
  • Re-evaluates & improves policy manual, developed standards for HIPPA, OSHA, managed care, billing and medical compliance.

MEDICAL OFFICE SPECIALIST

Appomattox Imaging Center
07.2017 - 09.2018
  • Facilitates better patient care through effective communication and time management of office flow
  • Counsel patients on the payment process of their financial responsibility as well as creating credit agreements for outstanding balances
  • Maintains appointment schedule to notify patients of changes, cancellations and confirming of appointments, obtains pre-authorization/medical necessity, state license checks, and OIG sanctions
  • Collect and follow up on all accounts assigned prior to, during, or after admission and discharge
  • Communicated financial policies to all patients
  • Verified, researched, and completed all paperwork to billed Medicare and Medicaid claims for reimbursement
  • Served as patient advocate during the entire cycle of the account through telephone, mail, and research efforts
  • Medicare Collector/Billing
  • Implements working reports for credit balances, refunds, bad debt, and IME billing
  • Rebilled Inpatient/Outpatient claims, updated insurance information
  • Achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
  • Re-evaluates & improves policy manual, developed standards for HIPPA, OSHA, managed care, billing and medical compliance
  • Prior experience with insurance authorizations and appointment scheduling in a medical office or hospital setting.

PROGRAM SUPPORT ASSISTANT, OPERATING RM

MCV Hospital/VCU Health Systems
01.2017 - 06.2017
  • Efficiently handled the administrative duties (e.g., answering phones, scheduling appointments, maintaining medical records, processing patients, billing and bookkeeping) that allowed doctors and nursing staff to focus on the health concerns of their patients
  • Collected laboratory specimens & perform interoffice testing
  • Supported and implemented practice's quality assurance and control program
  • Ensured all patient records, activities, and data remained within compliance of HIPPA regulations
  • Performed high level administrative duties for physicians and handled correspondence needs while using the following systems: Patient Registration, Insurance Registration, GE-IDX Scheduling, Image Now, Cerner, SurgiNet, and Inpatient and Outpatient Visit Management Systems.

LAB REGISTRATION REPRESENTATIVE

Southside Regional Medical Center
02.2016 - 12.2016
  • Attained and finalized full patient registration into billing system while working directly with clinics, patients and sales reps to gather complete and accurate demographic and insurance data
  • Completed benefit investigation of patient's primary and secondary insurance coverage to identify proper payer billing
  • Interconnected with patient to provide Company overview, Insurance coverage details, financial responsibility and overview of Patient Assistance Program.

CUSTOMER SERVICE REPRESENTATIVE

Staffmark Temporary agency
10.2015 - 02.2016
  • Maximized revenue by proactively building and managing key customer relationships, further illustrating communication and problem-solving abilities
  • Prepared and presented variance reports and cost plans to the senior staff and various departments
  • Analyzed, scrutinized and collected data from various interdepartmental databases in order to make frim business decisions.

SENIOR RISK COORDINATOR

Capitol One
03.2013 - 09.2015
  • Performed in the top 5% of the staff by handling 150-200 calls daily
  • Maintained QA standards for staff, ensured calls were compliant with firm standards, escalated issues as needed, and maintained communication with customers and management teams
  • Trained staff and monitored progress for the extent of their probationary period while achieving high levels of productivity, handling 700+ calls weekly during off-season, and averaging 100+ calls daily in peak season
  • Demonstrated ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change
  • Increased efficiency in risk monitoring by automating data collection and reporting processes.
  • Enhanced decision-making for senior management by providing detailed risk analysis and recommendations.
  • Reduced risk exposure by implementing comprehensive risk assessment methodologies and processes.

SENIOR CUSTOMER SERVICE REPRENTATIVE

Vangent Inc.
10.2008 - 02.2013
  • Performed call monitoring and provided trending data to the site management team on a Day- to -Day bases
  • Effectively and efficiently responded to high volume calls, assisting members with questions and concerns they may have about their Medicare insurance, Medicare Part A, B, and DME claims trained
  • Acting on behalf of supervisor, taking supervisor calls exercising good judgment and independent decision-making skills
  • Demonstrate exceptional listening, questioning, call control, and de-escalation techniques.
  • Streamlined customer service processes for increased efficiency and improved response times.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.

Education

Associates in Applied Science - Medical Assistant

ECPI MCI
Moorefield, Virginia
01.2017

Skills

  • Scheduling/ Appointment Setting
  • Logistics Knowledge
  • Multitasking/Time Management
  • Electronic Medical Records
  • Electronic Health Records
  • Insurance Verification
  • Analytical
  • Critical Thinker
  • Computer -Based Medical
  • Knowledge of Basic Medical Procedures
  • Patient Preparation Skills
  • Phone Etiquette
  • Attention To Detail
  • Team Work
  • Active Listening
  • Customer Service

Timeline

MEDICAL SUPPORT ASSISTANT

MCGUIRE VA HOSPITAL
03.2021 - 05.2021

CHILD AND YOUTH PROGRAM ASSISTANT CDC

YORKTOWN CDC, FORT LEE
02.2020 - 12.2020

IN HOME CARETAKER

Nursing Assistant
10.2019 - 01.2022

BILLING SPECIALIST/MEDICAL ASSISTANT

Twin Rivers Medical Center
11.2018 - 09.2019

MEDICAL OFFICE SPECIALIST

Appomattox Imaging Center
07.2017 - 09.2018

PROGRAM SUPPORT ASSISTANT, OPERATING RM

MCV Hospital/VCU Health Systems
01.2017 - 06.2017

LAB REGISTRATION REPRESENTATIVE

Southside Regional Medical Center
02.2016 - 12.2016

CUSTOMER SERVICE REPRESENTATIVE

Staffmark Temporary agency
10.2015 - 02.2016

SENIOR RISK COORDINATOR

Capitol One
03.2013 - 09.2015

SENIOR CUSTOMER SERVICE REPRENTATIVE

Vangent Inc.
10.2008 - 02.2013

Associates in Applied Science - Medical Assistant

ECPI MCI

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Dominique Graves