Evita D. Johnson
Miami,USA
Summary
Detail-oriented and compassionate Medical Support Assistant (MSA) with over 3 years of experience providing comprehensive support in inpatient healthcare settings. Proven expertise in scheduling, coordinating patient care, and managing medical records with high accuracy. Strong customer service skills, dedicated to improving patient satisfaction and healthcare outcomes. Adept at working in fast-paced environments, collaborating with clinical teams, and utilizing multiple healthcare systems.
Overview
15
15
years of professional experience
Work History
Medical Support Assistant (MSA)
Veterans Administration Hospital
02.2021 - Current
- Perform a variety of administrative duties essential to the delivery of healthcare services for veterans in inpatient and outpatient settings
- Utilize multiple electronic healthcare systems to schedule, cancel, and reschedule appointments for patients, ensuring adherence to VHA national scheduling guidelines
- Greet and interact with veterans and their families, providing compassionate service while responding to inquiries regarding appointments, consultations, and healthcare services
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Collaborate with clinical staff and other MSAs during daily team huddles to assess patient needs, manage workload, and ensure the smooth functioning of the healthcare unit
- Handle phone calls, relay messages, and distribute information to the appropriate clinical or administrative staff, maintaining confidentiality and adhering to HIPAA guidelines
- Manage patient no-show lists, updating systems as necessary and ensuring follow-up communication is handled in a timely manner
- Interpret and verify provider orders, ensuring accuracy in the healthcare delivery process, and maintaining detailed records of all transactions and communications
- Consistently manage over 100 patient appointments per week, contributing to the reduction of appointment backlogs and improving patient care accessibility
- Recognized for exemplary customer service and ability to de-escalate stressful situations with patients, enhancing overall patient satisfaction ratings
- Organized patient records to research records, extract medical information and review records for completeness and accuracy.
Customer Service Staff
Publix Supermarkets
09.2009 - 02.2021
- Delivered high-level customer service in a fast-paced supermarket environment, managing a diverse set of tasks including cashier operations, customer inquiries, and financial transactions
- Processed a variety of payment types including cash, money orders, and Western Union transfers, ensuring accuracy and efficiency in all financial dealings
- Assisted in the supervision of daily front-end operations, providing overflow support to managers and department heads during peak hours, ensuring seamless workflow
- Interacted with customers from diverse backgrounds, addressing complaints and resolving issues promptly while maintaining a positive and courteous demeanor
- Trained new staff members on customer service protocols, safety procedures, and operational efficiency techniques
- Processed over 200 financial transactions per day with zero errors, ensuring timely and accurate handling of payments and money transfers
- Received frequent recognition from customers for delivering friendly, helpful service and creating a welcoming environment in the store
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Miami Senior High School
Miami, FL06-2001
Skills
- Appointment scheduling
- Patient management
- Electronic healthcare systems proficiency
- Customer service
- Patient care communication
- HIPAA compliance
- Microsoft Office Suite
- Administrative tools
- Inpatient healthcare support
- Team collaboration
- Patient communication
- Detail-oriented
References
Available upon request.
Timeline
Medical Support Assistant (MSA)
Veterans Administration Hospital
02.2021 - Current
Customer Service Staff
Publix Supermarkets
09.2009 - 02.2021
High School Diploma -
Miami Senior High School
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