Ferrell Jordan
Smiths Station,United States
Summary
Accomplished Health System Specialist with over 20 years of experience at the Defense Health Agency, specializing in healthcare service management and conflict resolution. Proven track record in optimizing operations through health information systems, resulting in improved patient care quality. Expertise in medical office administration contributes to heightened professionalism and operational efficiency, directly enhancing beneficiary satisfaction. Committed to leveraging extensive knowledge to drive further advancements in healthcare delivery.
Overview
29
29
years of professional experience
Work History
Dir of RM -Clinical Support and Ops
Defense Health Agency-DHA/Southwest Georgia Market
Fort Moore, United States
05.2023 - Current
- Over 20 years of experience to include providing health benefit information to beneficiaries on insurance benefits
- Provides assistance when it comes to New Comers-Orientation, delivers benefit education on medical and dental benefits to providers, beneficiaries and military treatment facility staff
- Resolves health care complaints, enters data using various systems to include (ART) Assistance Reporting Tool
- Responds to healthcare requests and/or inquiries using medical terminology and processes
- Provides customer service in person or by telephone, provides correspondence and answers to complaints via Interactive Customer Evaluation (ICE) database
- Advise and assist in reviewing and overseeing the Beneficiary/Civilian Personnel Records Management function for a comprehensive range of personnel actions for a very large customer base
- Research and interpret regulations, guidelines, policies and directives from higher echelons and conduct comprehensive research to apply problem-solving skills to difficult cases
- Evaluate the potential impact of alternative solutions and take appropriate action to modify procedures or make recommendations for ways to solve complex processing situations
- Corrects problems, uses alternative approaches for problem resolution, and coordinate with appropriate human resources specialists to implement corrective actions
- Work with users and automation information technology personnel to develop automated solutions to streamline/automate Records Management functions
- Coordinate internally as well as with Human Resources Specialists external to the CivPRC to develop or refine operational procedures and resolve recurring problems
Health System Specialist, Debt Collection Coordinator, BCAC/DCAO/Patient Advocate-Referral Management
Military Treatment Facilities under DHA-Small Market and Stand-Alone Organization (SSO)
Warner Robins, United States
04.2016 - 05.2023
- Provided healthcare benefit information to beneficiaries on Tricare healthcare services to include Medicare
- Delivers Tricare education on medical and dental benefits to providers, beneficiaries and military treatment facility staff
- Resolves health care complaints, enters data onto various database for records to include (ART) Assistance Reporting Tool
- Responds to healthcare requests and/or inquiries using medical terminology and processes
- Assists in identifying problems, to include third-party claims, LOD, pharmacy reimbursement and analyzing and/or making recommendations
- Prepares Retirees separation packages by way of vMPF systems
- Maintains reference materials, project files and relevant background documents and makes available policies, procedures, and written instructions when needed
- Resolves claim issues with providers, beneficiaries and other insurance agencies
- Reviews corrections on medical claims, provides advise on cancellation that may effect member and their family
- Processes data in a timely manner
- Manages multiple databases unique to the TRICARE Benefits and Referral program
Medical Education/Personnel Coordinator
Department of the Army-Family Medicine-Martin Army Community Hospital
Columbus, United States
11.2014 - 04.2016
- Performed clerical or administrative tasks such as composing correspondence, planning agendas and scheduling meetings, data entry to process and maintain records, operated automated and/or web-based personnel databases to prepare reports, determined program cost requirements for areas such as TDY
- Served as primary Defense Travel Administer (LDTA) for Defense Travel system
- Completed tasks involving purchase card reporting, gathering expenditure reports and receipts
- Made computations and prepared forms for the military pay and the various departments time was worked
- Served as Primary point of contact between military personnel and Department of Army facility resources
- POC for Onboarding and filing out proper security forms
- Counseled and provided advisory assistance to Resident to ensure compliance within program guidelines
- Set up travel, conferences, MFR’s, Awards, Invites and Graduation Ceremonies
- Served as point of contact for monitoring automated time and attendance systems
- Served as Notary, POC for PECOS, provided orientation and tours for new Residents
Health System Specialist
Department of the Army-Referral Management-Kimbrough Army Hospital
Fort George Meade, United States
09.2012 - 11.2014
- Responsible for analytical, administrative and clinical management within the medical group
- Coordinated patient referral appointments; maintained patient records, utilized office automation systems to complete administrative tasks
- Assisted in the delivery of education on medical benefits
- Explained certain Medicare concerns
- Ability to deal with TPL Third Party Liability claims that did not pay
- Responded to beneficiaries, on Tricare health care issues and resolved departmental complaints
- Handled difficult situations with patient billing and unauthorized care, to include working with 3-5 PEBLO’s, assist Medical units with Line of Duty issues
- Provides family support on referral programs, administrative procedures and prepared brochures and flyers for retirees and their family
- Conduct personal interviews to establish eligibility and identify the source of an issue related to consults/referrals
- Collected data for management studies relevant to delivery of healthcare
- Instruct clinical and clerical staff in all aspects of the appointing processes and consult/referral management
Medical Program Support
Centers for Disease Control-CDC-Occupational Health & Safety Div.
Atlanta, United States
06.2011 - 09.2012
- Assisted employees with demographic data, used medical record system, help members to complete travel forms, giving information for upcoming immunizations for the various countries traveled
- Directed patients on how to set up travel appointments
- Prepared employees for out of country travel/immunization packages
- Transmitted, received messages through MedGATE GX system
- Processed and coded electronic time/leave for employees
- Reviewed and maintained clinic personnel folders & HR items
- Established appointments for Commissioned Corps Officers
Health Benefits Advisor/Budget Assistant
Department of the Army-Referral Management-Lawrence Joel Army Hospital
East Point, United States
10.2008 - 06.2011
- Served as an advocate for patients in transit and guides through the military treatment facility medical appointment process
- Forwarded Line of Duty claims to MMSO for processing
- Served as subject matter expert on the TRICARE programs, Retiree benefits etc
- Provided information on rights and benefits of personnel, retirees, Med Board beneficiaries, Terminal leave issues
- Responsible for advising the leadership of assigned departments on funding requirements and expenditures
- Performed detail budget administration functions
- Trained Referral Management Center staff on front desk functions
Medical Support Assistant (0303)
Department of Veteran Affairs-Division of Geriatrics- VA Medical Center
Decatur, United States
02.2008 - 10.2008
- Scheduled Veteran appointments with providers using VistA or other software scheduling options
- Appointments may have included clinic visits, consultations, and entries into the Recall Reminder system and Electronic Wait List (EWL)
- Made sure all appointments were scheduled in a timely fashion and that the provider and patient's desired dates were met
- Set up clinic for next day appointments
- Received patients & visitors, responded to patient questions, determined urgency
- Assisted Management with Compensation & Pension action
- Receives and reviews correspondence and communications for the C&P function and determines which items require immediate attention and which are confidential in nature
- Resolved human resources issues, provided information on employee packages
- Retrieved and data entered pertinent data into VISTA and CPRS programs, maneuvers and retrieves medical documentation from the VISTA
- Searched database for extracting medical information
- Assisted Service Chief with processing incoming personnel
- Responsible for patient registration, admissions
- Referred to third party program
- Trained new medical support assistants
Medical Supply Assistant (0326)/Secretary (0318)
Department of Veteran Affairs-Division of Radiology VA Medical Center
Hampton, United States
10.2006 - 01.2008
- Performed a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting; answered phones; greeting patients; relayed messages to appropriate staff inside or outside of the unit; scheduled Radiology appointments; including interpreting and verifying provider orders to schedule follow ups within scheduling guidelines
- Booked appointments with the Radiology, Nuclear Med, & MRI clinics
- Provided rotation coverage when needed
- Set up clinics for next day appointments
- Attended monthly meetings with providers and Chief of Radiology
- Served as the alternate Time & Attendance person for the service employees who require knowledge of time and leave and coding of time and attendance reports according to the standards
- Worked with the (ADPAC) and attended meetings for the service
- Act as recorder for all section staff meetings
- Recorded and prepared minutes for signature and distribution
- Responsible for patient registration, reviewed admission eligibility
- Assist patients with processing orders for various departments
- Scheduled appointments, Radiology, Cardiology, MRI, Nuclear Medicine
- Screened all incoming correspondence for Director/Providers
- Gave input into problem solving on operational issues or procedures in team meetings
- Served as point of contact for Director of Spinal Cord
- Made travel arrangements for meetings, briefings and conferences
- Advised AO on administrative and clerical procedures and processes
Program Support Assistant (0679)
Department of Veteran Affairs-Division of Surgery VA Medical Center
West Palm Beach, United States
09.2005 - 09.2006
- Provided department support to include booking appointments for Veterans, mailing out cancellation letters, set up meetings, worked weekends
- Updated financial means information based on system generated report
- Rotated within clinics to cover support staff
- Medical Support for Primary Care, Specialty Care to include Eye, Urology, Surgery, Podiatry and Orthopedic clinics
- Managed EWL/VCL, planned next day work schedules
- Referred serious and unresolved complaints to higher level if needed
- Able to make adjustments to schedules based on provider needs
- Verified eligibility, through VistA, CPRS and File Manager
- Interpreted VA regulations and medical center policies and procedures
- Entered no-show information
- Verified and updated demographics
- Contacted other VA’s within the area/to include CMS poc’s
- Processed all emergency and non-emergency transfers to other VA Centers
Legal Assistant – Workers’ Compensation Department
Northrup Grumman-Worker’s Compensation Department/ OWCP
Newport News, United States
09.2003 - 09.2005
- Company Overview: This was NOT a government civilian job
- Worked as skilled Legal Assistant, assisted office Attorneys involving Worker’s Compensation injuries within shipyard
- Updated stop work and bring employees back to work, used employee database for all updates
- Set appointment with Attorneys when needed
- Prepared cases daily for Workers’ Compensation claims
- Filed reports/Updated demographics
- Used the Stop pass/Back to work system for shipyard employees
- This was NOT a government civilian job
Benefits Service Representative
Blue Cross Blue Shield of North Carolina/Tricare Contractor
Newport News, United States
09.1998 - 08.2003
- Worked in the Referral Management Section under Tricare Contract
- Set up appointments for military members and family
- Register beneficiaries with the assistance of DEERS
- Processed and tracked referrals to include (CLR) reports and authorizations for network care
- Confirm accuracy and consistency of enrollee information within the Defense Enrollment and Eligibility Reporting System (DEERS), Composite Health Care System (CHCS)
- Retrieve referrals sent from the TRICARE Regional Contractor and applied processes necessary for acceptance or denial
- Advise beneficiaries regarding the services available in the Military Medical Treatment Facility and how to access those services
Office Assistant
Department of the Air Force-Human Resources
Hampton, United States
05.1996 - 05.1997
- Serve as a Human Resources Assistant (Office Automation), responsible for performing a wide variety of technical support, prepared training and recurring correspondence
- Answered questions regarding completion of application forms
- Counseled customers on employee benefits programs
- Assisted in the daily operations of the relocation program for transferring employees
- Utilized automated Human resources (HR) management systems
- Processed personnel actions
- Served as timekeeper for Human Resources Office by entering time and attendance in automated timekeeping system
Education
Associate's Degree - Administration of Justice
Thomas Nelson Community College
Hampton, VA, United States05.2009
Skills
- Appointment coordination
- Medical office administration
- Conflict resolution techniques
- Professionalism and ethics
- HIPAA regulations
- Clinical documentation management
- Population health management
- Quality improvement
- Healthcare marketing
- Healthcare delivery systems management
- Health information systems
- Healthcare Service Management
References
Available
Job Related Training
Experienced typist since 1987 and I certify that I can type at least 100 wpm., Customer Service, Database Management Systems, Insurance, Technical Competence
Timeline
Dir of RM -Clinical Support and Ops
Defense Health Agency-DHA/Southwest Georgia Market
05.2023 - Current
Health System Specialist, Debt Collection Coordinator, BCAC/DCAO/Patient Advocate-Referral Management
Military Treatment Facilities under DHA-Small Market and Stand-Alone Organization (SSO)
04.2016 - 05.2023
Medical Education/Personnel Coordinator
Department of the Army-Family Medicine-Martin Army Community Hospital
11.2014 - 04.2016
Health System Specialist
Department of the Army-Referral Management-Kimbrough Army Hospital
09.2012 - 11.2014
Medical Program Support
Centers for Disease Control-CDC-Occupational Health & Safety Div.
06.2011 - 09.2012
Health Benefits Advisor/Budget Assistant
Department of the Army-Referral Management-Lawrence Joel Army Hospital
10.2008 - 06.2011
Medical Support Assistant (0303)
Department of Veteran Affairs-Division of Geriatrics- VA Medical Center
02.2008 - 10.2008
Medical Supply Assistant (0326)/Secretary (0318)
Department of Veteran Affairs-Division of Radiology VA Medical Center
10.2006 - 01.2008
Program Support Assistant (0679)
Department of Veteran Affairs-Division of Surgery VA Medical Center
09.2005 - 09.2006
Legal Assistant – Workers’ Compensation Department
Northrup Grumman-Worker’s Compensation Department/ OWCP
09.2003 - 09.2005
Benefits Service Representative
Blue Cross Blue Shield of North Carolina/Tricare Contractor
09.1998 - 08.2003
Office Assistant
Department of the Air Force-Human Resources
05.1996 - 05.1997
Associate's Degree - Administration of Justice
Thomas Nelson Community College
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