Gabrielle Landrum

• Mailed patient appointment letters.
• Maintained and obtained medical records.
• Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
• Verified and updated clinical records.
• Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures.
• Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
• Interviewed patients to verify and update clinical and demographic records.

As an Advanced Medical Support Assistant at the GS-6 advanced performance level, you will work collaboratively under an interdisciplinary coordinated care delivery model (within Specialty Care Settings). The duties of the Advanced Medical Support Assistant include but are not limited to:

• Interpreting and verifying provider orders
• Scheduling, canceling, and re-scheduling patients' appointments and/or consults
• Entering no show information
• Monitoring outpatient appointments for areas of responsibility
• Ensuring encounter forms are complete to obtain appropriate workload credit
• Verifying and update demographics and insurance information
• Manages multi-line telephones in concert with other responsibilities and duties
• Interacts with staff from multiple clinics
• Coordinates administrative and clinical patient care needs
• Monitors and completes consults for the clinics to which assigned
• Supports multiple Specialty Clinical Departments
• Monitors the status and progress of work
• Makes day-to-day adjustments in accordance with established priorities
• Provides on-the-job training to new employees
• Works collaboratively with the Specialty Care clinics to review clinic utilization
• Uses various reports ensuring clinic setup is closely monitored
• Collaborates, communicates, set priorities, and organizes work
• Ensures compliance with established processes, policies, and regulations
• Participates in problem solving
• Provides input on operational issues or procedures in meetings
• Contacts patients to coordinate follow-up care
• Communicates tactfully and effectively, both orally and in writing
• Demonstrates advanced knowledge of the technical health care process
• Utilizes reference sources, sound judgement, and team collaboration to resolve problems within a complex systems environment.
• Possess a comprehensive knowledge of policies and procedures
• Enters, and retrieves information and data from clinical information systems
• Completes requested forms, manually or using automated systems
• Ensures all treatment requested by physician has been scheduled
• Coordinates the scheduling to avoid conflicts in different clinic schedules
• Ensures appointments are timely and in accordance with physician's request
• Ensures patient completes all necessary forms prior to being seen
• Captures Scheduling Preferences via the Consult Toolbox Management software
• Determines eligibility for those Veterans who Opt-In for Community Care
• Cancels/Denies, Forwards and Adds comments to consults

• Supported Howard County Schools through their designated COVID-19 testing program
• Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.
• Maintained up-to-date information in electronic medical records software.
• Remained educated on emerging healthcare technologies and wrote proposals for possible purchases of new equipment to stay at forefront of innovation.
• Coordinated with other healthcare providers concerning treatment plans for patients.
• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Communicated with patients, ensuring that medical information was kept private.
• Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
• Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
• Supported other health related needs as indicated by the school such as health screenings, supervision of wellness room, and other essential health and safety functions
• Supported other School Administrators in tracking COVID-19 testing consent forms and rosters of students who have "opted out" of testing
• In partnership with the principle and testing vendors, supported the implementation of the testing schedule to test all consenting students and staff weekly on the assigned testing date
• Managed testing attendance tracker to hold all staff and students accountable for required testing
• Assisted schools in parent communication around the testing program and COVID-19 response when tests were positive
• Assisted with identifying close contacts of student and staff that test

• Performed administrative duties as assigned by the Practice Administrator
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Maintained office supplies by taking inventory and submitted orders for low-stock items.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Read and responded to emails, answered telephone calls on multi-line phone system and transferred callers.
• Verified patient demographic information, copied documentation and directed to provided information.
• Greeted incoming visitors, verified credentials and purpose of visit in order to direct appropriate area or personnel.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Served as point of contact for clients, fulfilled requests and resolved conflicts within customer service department and forwarded all other inquiries to appropriate department and personnel.
• Trained all staff on front desk procedures and policies.
• Coordinated correspondence and scheduling between administration, employees and clients using calendaring software.
• Prepared weekly employee work schedules to meet operational needs.
• Resolved customer problems and complaints.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Organized, maintained and updated information in computer databases.
• Handled assignments independently with good judgement and critical thinking skills.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Collected and distributed messages to team members and managers to support open communication and high customer service.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Collaborated with Surgeons and interdepartmental staff and communicated with patients to ensure the accurate scheduling of escalated patient referrals
• Corresponded with referring doctor to obtain documentation necessary for patient appointments
• Answered multi-line phone system to schedule patients and/or route call to appropriate recipient
• Oversaw the day-to-day front desk operations of the practice and provided front office procedural guidance and implementation
• Maintained the professional appearance of the front office and developed a routine schedule to ensure routine cleaning procedures were adhered to
• Trained new onboarding departmental and interdepartmental staff in front office procedures
• Investigated and responded to front office patient complaints as appropriate and made appropriate determinations for escalations
• Assured quality control and made recommendations for technology process improvements to increase productivity
• Managed physician clinic schedules and maintained patient accounts for accuracy
• Communicated effectively with the practice administrator on a day-to-day basis
• Provided status reports on work progress, actions, and issues in a timely and effective manner
• Managed department meeting schedules for assigned departments, prepared agendas, and distributed meeting minutes to all participants, as well as Practice Administrator when not present
• Operated office equipment such as personal computers, facsimile machines, and photocopiers and other equipment as needed
• Acted as a liaison for the dental reception desk and security for the dental school to further assist patients to the appropriate destination
• Managed and monitored the online referral system and office emails for referred patients to schedule appointments with the referred providers.

• Responded to incoming calls promptly and in a polite and professional manner
• Obtained and entered precise demographic data into Centricity
• Managed appointment scheduling and reminders to patients by providing appointment date, time, location, and provider name
• Advised patient of required credentials for schedule appointment
• Directed calls to other departments as needed
• Practiced sound judgment in handling calls, particularly with upset patients
• Empathetic to patients when calls escalated to physicians/practice manager/triage nurse.
• Provided administrative support to senior team members.
• Built strong relationships with media outlets and communications professionals to expand personal network.
• Answered client queries and complaints to provide strong customer service.

• Served as patient access specialist to the community by providing quality customer care to insured and uninsured patients
• Greeted patients and guests and delivered additional patient related services in agreement with Total Health Care (THC) service superiority principles
• Collected accurate patient information at the time of service
• Assisted with pre-registration/registration processes, verified insurance coverage and copayments
• Ratified payer obligation for authorization and followed payer processes to obtain authorizations and notifications
• Documented all information into the EMR and other related systems to ensure maximum reimbursement including demographics and other related information
• Obtained all essential signatures and credentials required by the patients’ insurance plan
• Recorded the appropriate financial class and/or account type and properly assigned the primary and secondary insurance billing status when two insurance plans required coordination of benefits
• Verified patients’ insurance coverage in accordance with THC’s policies, guidelines, and operating principles as well as insurance companies and/or third party’s guidelines
• Scanned front and back of patients’ insurance cards and other identification to enter into EMR
• Collected payments, co-payments as well as deductibles and post receipts accordingly
• Determined eligibility of patients for 30-day, 6-month sliding fee scale and maintain file/records on 6-month sliding fee scale patients
• Completed daily self-pay log for self-pay patients and obtain appropriate sign-off at the clinic level Tracked Department of Social Services vouchers and other third party/community payer documentation as well as medical form and submit to Revenue Cycle Manager for billing
• Provided quality customer service to internal and external customers
• Reconciled receipts and prepared point of service collections for bank deposit
• Maintained an organized and safe work environment
• Resolved Athena holds related to front end billing edits within two business days in accordance with THC’s procedure, standards
• Adhered to HIPAA as well as THC’s privacy, confidentiality, and other related guidelines
• Followed established downtime procedures
• Adhered to company secure cash procedures.
• Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
• Collected and validated patient demographics and insurance information.
• Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
• Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
• Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
• Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
• Resolved patient billing issues in line with established guidelines.
• Educated patients on importance of preventive health care and insurance coverage.
• Verified patient insurance eligibility and entered patient information into system.
• Answered incoming calls, scheduled appointments and filed medical records.
• Provided excellent customer service to patients and medical staff.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.
• Facilitated communication between patients and various departments and staff.
• Followed document protocols to safeguard confidentiality of patient records.
• Trained new staff on filing, phone etiquette and other office duties.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Responded to inquiries by directing calls to appropriate personnel.
• Compiled and maintained patient medical records to keep information complete and up-to-date.
• Engaged with patients to provide critical information.
• Helped address client complaints through timely corrective actions and appropriate referrals.
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures.

• Provided administrative support to (130) Physicians in the Department of
• Medicine
• Coordinated referrals within the Department of Medicine
• Provided administrative support to (11) specialty practices:
• Gastroenterology, Hepatology, Rheumatology, General Internal Medicine
• Nephrology, Endocrinology, Pulmonary, Hypertension, Cardiology
• Geographic Medicine, and Ophthalmology
• Acted as the primary source of support for administrative issues regarding the Department of Medicine
• Supervised and trained new hires while ensuring health standards and protocols were maintained
• Collected and posted fees according to protocol; prepared and balanced daily financial registers while submitting all forms and fees to the fiscal department
• Maintained the reception area including opening the building at the designated time and ensured all front desk services were fully operational before each business day
• Transcribed and/or prepared correspondence, reports, and memos
• Managed and maintained Physician’s calendars and schedules.
• Verified patient insurance eligibility and entered patient information into system.
• Answered incoming calls, scheduled appointments and filed medical records.
• Provided excellent customer service to patients and medical staff.
• Trained new staff on filing, phone etiquette and other office duties.
• Followed document protocols to safeguard confidentiality of patient records.
• Facilitated communication between patients and various departments and staff.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.
• Greeted and assisted patients with check-in procedures.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Organized patient records and database to facilitate information storage and retrieval.
• Recommended service improvements to minimize recurring patient issues and complaints.