Elaina R. Nix
Houston,TX
Summary
I have amassed nine years of direct professional administrative experience as a Program Support Assistant at Michael E. DeBakeyVA Medical Center. Every task includes always serving directly as an advocate for our customers (Veterans and VA stakeholders). My meticulous attention to detail and ability to work well with the Veterans and staff at all levels underscore my commitment to delivering exceptional results. My actions are results driven by applying the model "Veterans First".
Overview
9
9
years of professional experience
Work History
Program Support Assistant; Mental Health Care Line, BHP Program (GS 7)
Department of Veterans Health Administration- MEDVAMC
04.2019 - Current
- Responsible for the administrative aspect of patient care, including access, overseeing scheduling/coordination of appointments using advanced clinic access principles, collecting and updating demographic insurance information, and ensuring stellar customer service is rendered to all VA beneficiaries.
- Essential duties are assuring various aspects of staffing, training, compliance, reporting, quality assurance, and meeting the organization's goals and objectives.
- Responsible for leading, mentoring, planning, and assigning workload to accomplish the VA's mission to MHCL/BHP.
- This work requires a high degree of judgment in responding to peers' and Veterans' concerns and providing solutions to process problems impacting day-to-day operations.
- Successfully engaged in service recovery regarding scheduling Veteran appointments to increase patient satisfaction.
- Effectively communicated with Veterans (including those who may be demanding or escalated) enrolled in the Behavioral Health Program with concerns, complaints, or general feedback about their care experience to facilitate resolution.
- When appropriate, escalated Veteran concerns and complaints to the Program Director for review and resolution.
- Maintained knowledge of patient experience organizational strategy within MEDVAMC MHCL and best practices to always strive toward improving the experience of care for Veterans.
- Demonstrated understanding of Veteran and customer experience principles and practices to support the Program Director and guide clinical staff questions when appropriate.
- Exceeded scheduling productivity standards within MHCL while following National scheduling guidelines.
- Demonstrate knowledge and accuracy in completing timecards, ePAS requests, equipment orders, and PIV sponsorship.
- Support program need and operations by entering LEAF requests, encounter/workload reports, clinic cancellations/modifications, and researching procedures and policies.
Advanced Medical Support Assistant; Medical Care Line (MCL) (GS 6)
Department of Veterans Health Administration- MEDVAMC
04.2017 - 04.2019
- Responsible for the administrative aspect of patient care, including access to care, scheduling/coordinating appointments using advanced clinic access principles, and customer service.
- Involved in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, and patient flow.
- Function as a receptionist at the clinic, face-to-face and telephonically, which required excellent customer service skills.
- My work required a high degree of judgment in responding to employee and patient concerns and providing solutions to process problems affecting day-to-day operations.
- Selected amongst peers to act as the lead service recovery representative; successfully engaged in service recovery regarding scheduling Veteran appointments to increase patient satisfaction.
- Customer Service Manager - Provided top-notch service recognized by Veterans and Staff.
- Resolved workplace issues to maintain efficient workflow and provide reviews on quality of work, ensuring accurate and timely scheduling of appointments.
- Managed inpatient scheduling, reduced data on incomplete reports, and provided workload reports to the nurse manager to facilitate departmental operations better.
- Consult Management- Led the MCL department in significantly decreasing pending consults and assisted fellow MSAs.
- Provided guidance to staff members on appointment scheduling and clarification on policies and procedures.
- Successfully provided on-the-job training to new employees, ensuring all training requirements are met increasing employee knowledge capability.
- Collaborate with Program Support Assistants and medical staff to deliver a robust interdisciplinary approach to care.
Education
No Degree -
Houston Community College
Houston, TXHigh School Diploma -
John H. Reagan High School
Houston, TX05-2001
Timeline
Program Support Assistant; Mental Health Care Line, BHP Program (GS 7)
Department of Veterans Health Administration- MEDVAMC
04.2019 - Current
Advanced Medical Support Assistant; Medical Care Line (MCL) (GS 6)
Department of Veterans Health Administration- MEDVAMC
04.2017 - 04.2019
No Degree -
Houston Community College
High School Diploma -
John H. Reagan High School