EMILY A. ZELLMER
U.S. Department of Veterans Affairs
Adams,WI
1
Certification
7
years of professional experience
Experienced healthcare administrative professional with 12+ years of customer service, patient support, and administrative experience. Skilled in scheduling, patient communication, electronic medical records, insurance verification, care coordination, and maintaining confidentiality. Known for being organized, compassionate, dependable, and effective in fast-paced healthcare environments.
Work History
Advanced Medical Support Assistant (AMSA)
1 Year 2 Months- Provided specialized administrative patient support within interdisciplinary healthcare team, facilitating Veterans' navigation of appointments and access to care.
- Scheduled, canceled, and rescheduled patient appointments per scheduling policies, provider orders, clinic availability, and patient needs, ensuring seamless access to services.
- Review and manage electronic orders, consults, appointment requests, and other patient-care administrative tasks through VA electronic systems.
- Verify and update patient demographic and insurance information while maintaining accurate and confidential records.
- Acted as primary contact for Veterans, caregivers, providers, and clinical staff, professionally responding to inquiries, concerns, and communications.
- Coordinate administrative services and follow-up across clinical teams to support continuity of care and timely access to services.
- Monitor schedules, reports, no-shows, consults, and follow-up needs; identify issues and communicate with the care team.
- Independently prioritize work, resolve scheduling problems, meet deadlines, and follow VAVHA policies, procedures, and privacy requirements.
- William S. Middleton Memorial Veterans Hospital
Front Desk Coordinator / Orthodontic Dental Assistant
1 Year- Delivered compassionate patient support while coordinating front desk operations, managing appointments, handling phone calls, processing payments, addressing insurance inquiries, and resolving patient concerns.
- Coordinated scheduling, cancellations, and rescheduling of appointments; verified patient demographics and insurance; conducted chart audits and ensured accurate record maintenance.
- Maintained HIPAA confidentiality and collaborated with the clinical team to support patient care and follow-up.
- Assisted with orthodontic procedures, prepared patients and treatment areas, took x-rays, photographs and impressions, sterilized instruments, and maintained clinical setup.
- Instructed patients on oral hygiene and treatment protocols while addressing and resolving billing and scheduling issues.
Front Desk Coordinator
1 Year- Coordinated patient check-in, scheduling, and office organization while managing multiline phones, emails, payments, insurance verification, and billing inquiries.
- Delivered professional, welcoming service, safeguarded sensitive patient information, and resolved concerns promptly.
- Streamlined patient check-in process, enhancing overall efficiency and reducing wait times.
- Coordinated appointment scheduling utilizing advanced practice management software, optimizing clinic workflow.
- Implemented improved communication protocols between staff and patients, increasing satisfaction ratings.
Greeter / Treatment Coordinator
3 Months- Greeted patients and visitors, coordinated appointments and treatment scheduling, communicated treatment and payment information to enhance patient understanding.
- Facilitated communication between patients, providers, and insurance companies to ensure seamless information exchange and positive patient experiences.
Orthodontic Assistant
6 Months- Prepared patients for orthodontic visits, assisted with examinations and treatment, took x-rays and impressions, and maintained sterile treatment areas.
- Scheduled appointments, updated documentation, educated patients on oral hygiene, and assisted with molds and laboratory-related tasks.
Therapy Assistant
6 Months- Assisted licensed therapists with patient treatments, therapeutic exercises, activities of daily living, ambulation, and patient transport.
- Prepared patients and treatment areas while maintaining dignity, safety, and appropriate care standards.
- Helped train new employees and students through demonstrations and one-on-one mentoring.
PACU Nursing Assistant
2 Years- Provided direct patient care and basic nursing support, including transfers, repositioning, activities of daily living, and vital signs.
- Responded to call lights, supported patient comfort and safety, documented care in electronic systems, and communicated important patient information to healthcare staff.
Education
Licensed Esthetician - Esthetics
No Degree - Liberal Arts And General Studies
High School Diploma
Skills
Patient & Customer Service
Electronic Medical Records
HIPAA & Confidentiality
Data Entry & Documentation
Medical Scheduling
Insurance Verification
Medical Terminology
Problem Solving
Administrative Support
Care Coordination
Multiline Phone Systems
Microsoft Office
Compassionate patient service
Strong attention to detail
Organized and dependable
Quick learner
Effective communicator
Team-oriented
Comfortable in high-volume healthcare environments
Certification
Licensed Esthetician, Certified Nursing Assistant (CNA), Orthodontic Assistant I, Orthodontic Assistant II
Timeline
Advanced Medical Support Assistant (AMSA)
U.S. Department of Veterans Affairs
09.2025 - CurrentRead More
Front Desk Coordinator / Orthodontic Dental Assistant
McReath Orthodontics
09.2024 - 09.2025Read More
Front Desk Coordinator
Clear Dermatology and Aesthetics Center
07.2023 - 07.2024Read More
Greeter / Treatment Coordinator
AZPerio
11.2022 - 02.2023Read More
Orthodontic Assistant
Galati Orthodontics
05.2022 - 11.2022Read More
Therapy Assistant
Rehab, UW Health
08.2021 - 02.2022Read More
PACU Nursing Assistant
UW Health
01.2020 - 01.2022Read More
Southwest Institute of Natural Aesthetics
Licensed Esthetician from Esthetics
Read More
Madison Area Technical College
No Degree from Liberal Arts And General Studies
Read More
Baraboo High School
High School Diploma
Read More