Elena Reed
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Clinic Profile Manager- Detail Position GS - 09
Department of Veterans Affairs
Joplin, MO
08.2024 - Current
- Coached, mentored and trained team members in order to improve their job performance.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Ensured compliance with regulatory requirements and industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Created monthly reports for senior management summarizing operational performance metrics.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted performance reviews for team members.
- Established processes to ensure efficient workflow throughout the organization.
- Coordinated cross-departmental projects to ensure timely and successful completion.
Administrative Officer GS - 09
Department Of Veteran Affairs-VHSO
Joplin, Missouri
02.2022 - Current
- Serves as the administrative liaison to the Assistant MCD
- Support Primary Care, SW, HBPC, Specialty care, Mental Health, and Specialty care services with a multifariousness of administrative, financial, and other related duties
- Recommend changes to policies and procedures to improve operations for over 100 employees
- Plan budgets for contracts, equipment, and supplies
- Monitor outpatient clinics to ensure that it remains safe and secure, and well maintained
- Oversee maintenance and repair of machinery, equipment, and electrical and mechanical systems
- Ensure facilities meet environmental, health, and security standards and comply with government regulations
- Monitor utilization of Primary Care clinics, for patient satisfaction
- Ensured outpatient clinics have appropriate supplies and services it needs- for everyday functionality
- Responsible for seeking and finding practical solutions which may be achieved in short- or long-range planning
- Coordinating space allocation requests, from service lines
- Presenting detailed requests, for designated space committee for VHSO
- Facilitated pulling, reviewing and monitoring statical data for managing clinic profile for daily reporting
- Interpreted balancing techniques for Service lines, to assist with the clinic profile management
- Review lease agreements, ensuring building Lessor honors contractual agreements made with government organizations, following government regulations and safety standards
- Oversee contracted projects, and report on progression timeline
- Suggestions of new or different equipment or supplies to lower energy costs or improve indoor air quality
- Coordinate with outside vendors for maintenance and future replacement of equipment, such as computers
- Prompt replacement of equipment can help save money for outpatient clinics
- Identifying costs for upgrading and maintaining equipment becomes higher priced than, the actual cost of buying new equipment
- Initiated supply and demand, capacity analyses for correct utilization- for clinical profile managing
- Prepared reports to assist business leaders with key decision-making and strategic operational planning
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates
- Standardized office structures and processes to promote collaboration and increased performance
- Established workflow processes, monitored daily productivity, and implemented modifications to improve the overall performance of personnel
- Develop long and short-range goals and plans for the CBOCs by coordinating the needs and initiatives of each service line, ensuring those plans are in-line with the Vision, Mission, and Values of the Veterans Health Administration
- Human resources matter (onboarding, sponsoring etc.), public relations outreach
- Interpreted management directives to define and document administrative staff processes
- Proposes and formulates solutions for handling complaints or time delays
- Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management
- Scheduled appointments and meetings, organized materials, and prepared rooms
- Consulted with company management to assess requirements and develop operational enhancements to streamline processes and increase team performance
- Developed troubleshooting for different service lines for clinical profiling
- Collected data, input records, and protected electronic files
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Maintained protocol throughout routine workdays and special events
- Offered office-wide software support and training, troubleshooting issues, and optimizing usage
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
- Established workflow processes, monitored daily productivity, and implemented modifications to improve the overall performance of personnel
- Conducts site visits and other building inspections
- Resolve problems of delivery, production, quality, differing site conditions, inspection, and other pertinent matters
- Perform other related duties, special projects as assigned.
- Ensured compliance with all organizational policies and procedures relating to administrative operations.
- Compiled daily activity logs and updated records with pertinent information on a regular basis.
- Assisted in the preparation of budgets by collecting data and inputting information into spreadsheets.
- Provided assistance with special projects as assigned by management team members.
- Reviewed and approved vendor invoices.
- Provided HR administrative assistance to management team.
- Maintained positive working relationship with fellow staff and management.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Supported senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Directed and oversaw office personnel activities.
- Organized and maintained filing systems for confidential documents, correspondence, and reports.
- Performed data entry tasks including entering financial transactions into the company's accounting system.
- Coordinated travel arrangements, including flights, hotels, car rental reservations, and ground transportation.
- Managed calendars to ensure efficient use of time; scheduled appointments as needed.
- Compiled data for statistical analysis and reporting purposes.
- Provided administrative support to department staff including typing letters and reports; preparing mailings; photocopying; collating; faxing; scanning documents.
Supervisory Medical Support Assistant GS - 08
Department Of Veterans Affairs, VHSO
Joplin, MO
11.2018 - 02.2022
- Manage daily operations within the satellite clinic by supporting the continuous delivery of excellent services and care
- Serving as a liaison with customers, addressing inquiries, managing meeting requests, and answering billing questions to supply outstanding customer care
- Training employees on best practices and protocols while managing teams to ensure the best productivity
- A valuable resource in supplying technical counsel to meet procedural, legal, and administrative requirements relating to the care and treatment of patients, thus achieving maximum use of this medical center's resources
- Administrative coordination of clinic preparation activities, and integration of administrative functions within primary care services
- Manage administrative program for primary care services including-efficient, effective, and economical assignment of staffing designed to supply adequate administrative support to clinical staff during regular tours of duty
- Formulate station policies and operational directives, which affect all clinical and administrative activities within the medical center, with the approval of PCA
- Coordinating supplies, setting schedules, and delegating assignments to keep the team on target and achieve productivity goals
- Keep files, logs, and records updated with current information
- Facilitated communication and increased work efficiency between clinical staff and administrative team members
- Improved screening process for Covid -19, by gathering data, analyzing trends, and perfecting processes
- Trained, coached, and motivated staff to keep high-performance levels
- Maintained supervisor itinerary and appointments and streamlined scheduling procedures
- Interpreted management directives to define and document administrative staff processes
- Coordinates individual duties after careful evaluation of each administrative team member's skill level and knowledge, which has increased productivity
- Assigning and evaluating the work to subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; naming educational or training needs; making final decisions on selections; evaluating performance and taking disciplinary action when necessary
- Established efficient workflow processes, checking daily productivity, and implementing modifications to improve the effectiveness of personnel activities
- Oversee office inventory activities, including ordering and requisitions, stocking, and shipment receiving
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Improved customer satisfaction scores through the application of superior conflict resolution and critical thinking skills
- Extracting and analyzing data to supply reports in support of performance measures to senior management
- Orienting and aiding new employees to the service line and VA policy and procedures, VISTA, CPRS, VSE, JLV, and all administrative activities of ambulatory healthcare and serving as a source for administrative staff
- Assure that the department follows JCAHO
- Conducting 90-day performance evaluations of office staff to check progress and productivity and recommend promotions, corrective, or disciplinary actions
- Boosting revenue, using highly proficient collection methods while adhering to regulatory compliance protocol
- Evaluating employee job performance and motivating staff to improve productivity
- Translating management directives into actionable mandates for front-line staff
- Supporting top talent identification processes by interviewing candidates and executing all HR steps, including onboarding, orientation, and benefits
- Guiding employees through routine and complex administrative situations with a decisive but motivational approach
- Promoting efficient and open communication by preparing for team and client meetings, taking notes, and distributing information to relevant parties
- Define and document office procedures, using updated SOPs to supply comprehensive training for all administrative support staff
- Coordinate travel arrangements, including booking hotel rooms, and or signing off on traveling arrangements to domestic locations myself/staff
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands
- Evaluate and find ineffective workflow processes, implementing solutions to improve productivity and personnel performance
- Provided backup support to office staff by completing billing and filing tasks, answering phones, and scheduling appointments
- Organized patient records to research records, extract medical information, and review records for completeness, accuracy, - review based on clinic profiling and integrated changes and or recommendations
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures
- Determining the nature and urgency of patient requests to refer patients to appropriate medical staff
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing
- Collaborated with medical and administrative personnel to maintain a patient-focused, engaging, and compassionate environment.
- Maintained confidentiality of patient information in accordance with HIPAA guidelines.
- Provided customer service assistance to patients by answering inquiries regarding their treatment plans or other related issues.
- Provided oversight and management of staff to ensure quality patient care.
- Reviewed records to verify accuracy of data entered into the system by clerical staff.
- Trained and supervised medical support personnel on proper protocols and techniques.
- Scheduled appointments for patients according to their needs.
- Resolved conflicts between staff members in a timely manner.
- Performed regular audits of medical records for accuracy and completeness.
- Identified areas where improvements can be made in terms of cost savings or increased productivity.
- Participated in meetings with department heads to discuss operational strategies.
- Analyzed financial data to determine optimal use of resources within the department.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Responded to patient callbacks and phone-in prescription refill requests.
- Incorporated outside records into charts and EHR.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Handled general office duties to support administrative staff during peak hours.
Lead Medical Support Assistant GS - 07
Department Of Veteran Affairs, KCVA
Kansas City, MO
05.2009 - 11.2018
- Leading team in specialty care clinics engaged in delivering aid to patients, family members, outside facilities, and other areas in the VA healthcare system daily
- Serving as Interim Supervisor for Specialty Care clinic gold
- Assuming staffing coverage
- Collaborating with various members of the patient care team to review/ assess clinic uses by using various reports to ensure that the clinic setup is closely checked to effectively support the needs of the clinic(s) and make necessary adjustments
- Conduct team meetings /huddles to manage and plan patient care, settings priorities, and deadlines, adjusting the flow and sequencing of the work to meet the team and patient needs
- Timekeeper
- Monitoring the work of current and newly assigned staff
- Develop exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Delivering an exceptional level of service to each customer by listening to concerns and answering questions
- Successfully leading key projects which resulted in accuracy in insurance buffing and updating patient information
- Proactively find and solve complex problems affecting operations management and business direction
- Resolving conflicts and negotiated agreements between parties to reach win-win solutions to disagreements and clarify misunderstandings
- Supplying onsite training
- Protect veterans' healthcare reputation and built a loyal patient base by working relentlessly to resolve problems and improve customer satisfaction
- Supplying outstanding customer service to new and long-standing patients and providers by attending closely to concerns and developing solutions
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Collaborated with medical and administrative personnel to maintain a patient-focused, engaging, and compassionate environment.
- Provided administrative support to the medical team and patients, including scheduling appointments, filing patient records, and answering phones.
- Assisted with admitting new patients into the hospital setting when necessary.
- Managed daily operations of the clinic while providing excellent customer service to all visitors.
- Scheduled follow-up appointments for patients based on their individual needs.
- Verified insurance eligibility prior to appointment scheduling.
- Maintained a clean and safe environment in the clinic by stocking supplies and cleaning exam rooms.
- Responded promptly to inquiries from staff members regarding patient care issues.
- Processed insurance claims in a timely manner to ensure prompt payment for services rendered.
- Entered codes, based on diagnosis to maintain accuracy for billing department.
Medical Support Assistant GS - 05
Department Of Veteran Affairs, KCVA
Kansas City, Missouri
04.2003 - 05.2009
- Engaged in delivering aid to patients, family members, outside facilities, and other areas in the VA healthcare system daily
- Assuming staffing coverage
- Collaborating with various members of the patient care team to review/ assess clinic uses by using various reports to ensure that the clinic setup is closely checked to effectively support the needs of the clinic(s) and make necessary adjustments
- Conduct team meetings /huddles to manage and plan patient care, settings priorities, and deadlines, adjusting the flow and sequencing of the work to meet the team and patient needs
- Timekeeper
- Monitoring the work of current and newly assigned staff
- Develop exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Delivering an exceptional level of service to each customer by listening to concerns and answering questions
- Successfully leading key projects which resulted in accuracy in insurance buffing and updating patient information
- Proactively find and solve complex problems affecting operations management and business direction
- Resolving conflicts and negotiated agreements between parties to reach win-win solutions to disagreements and clarify misunderstandings
- Supplying onsite training
- Protect veterans' healthcare reputation and built a loyal patient base by working relentlessly to resolve problems and improve customer satisfaction
- Supplying outstanding customer service to new and long-standing patients and providers by attending closely to concerns and developing solutions
- Provided backup support to office staff by completing billing and filing tasks, answering phones, and scheduling appointments
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures
- Determining the nature and urgency of patient requests to refer patients to appropriate medical staff.
Education
Bachelor of Business Administration - Business Administration And Management
Park University
true06-2025
Skills
- Clinical and Services Knowledge
- Multi-Cultural Team Building
- Leadership & Mentoring
- Process Improvement
- Planning and Prioritization
- Contract Management
- Strategic planning for growth
- Time Management
- Strategic Communications
- Performance Monitoring
- Problem Resolution
- Procurement
- Business Development
- Policy Implementation
- Project Management
- Financial Management
- Negotiation
- Operations Management
- Team Leadership
- Cross-functional team management
Certification
- COR Level 2
- HRO- NCPS (National Center for Patient Safety) Training Master (5/2024)
- Administrative INvestigation Board (AIB) Member (9/2023)
Proficient Software
VISTA/ Vista GUI, CPRS, BISL, VSSC, Microsoft EXCEL, DAU, VSSC, PowerPoint, SEQL, Canvas, Microsoft Word, Power BI, Lynx champion, E-COR, FCP (Federal Contractors Program) / IGCE (Independent Government Cost Estimate), FORCE (Forecast of Opportunities and Requirements Center for Excellence), Electronic Permission Access System (EPAS), ICB
References
References available upon request.
Timeline
Clinic Profile Manager- Detail Position GS - 09
Department of Veterans Affairs
08.2024 - Current
Administrative Officer GS - 09
Department Of Veteran Affairs-VHSO
02.2022 - Current
Supervisory Medical Support Assistant GS - 08
Department Of Veterans Affairs, VHSO
11.2018 - 02.2022
Lead Medical Support Assistant GS - 07
Department Of Veteran Affairs, KCVA
05.2009 - 11.2018
Medical Support Assistant GS - 05
Department Of Veteran Affairs, KCVA
04.2003 - 05.2009
Bachelor of Business Administration - Business Administration And Management
Park University
Similar Profiles
Gregory EllisGregory Ellis
Advanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans HealthcareAdvanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans Healthcare
Bruce RitenburgBruce Ritenburg
VETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits AdminVETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits Admin
Camilla LanierCamilla Lanier
Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)
Angela Antoinette PerkinsAngela Antoinette Perkins
Health System Specialist at Department of Veterans Affairs/ Veterans Health AdministrationHealth System Specialist at Department of Veterans Affairs/ Veterans Health Administration
Myranda BryantMyranda Bryant
Chief Nursing Officer/Director of Nursing at Tiffany Springs Rehabilitation CenterChief Nursing Officer/Director of Nursing at Tiffany Springs Rehabilitation Center