Greta Cowan
Summary
Goal-oriented Advanced Medical Support Assistant well-versed in report preparation, patient scheduling and medical record maintenance. Proficient in Computerized Patient Record System (CPRS), VistA Scheduling Enhancement (VSE GUI), Insurance Capture Buffer ( ICB), VEText, Consult Tracking Manager (CTM+) applications and Scheduling Manager (SM). Organized individual with 15 years of experience handling clerical duties for practitioners by scheduling appointments, greeting patients and managing filing systems.
Overview
16
16
years of professional experience
Work History
Lead Medical Support Assistant CITC
W.G. Bill Hefner Medical VA Medical Center
02.2023 - Current
- Monitors and makes work assignments for lower graded positions
- Providing the AMSA input on their performance, helping resolve daily workplace issues and maintains efficient workflow.
- Assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, orientating and providing on the job training for new and current employees, and an active liaison between staff and Supervisory MSA in order to resolve any day to day conflicts
- The Lead MSA monitors and makes work assignments for lower graded positions, provides input on performance, resolve daily workplace issues and maintains efficient workflow.
- Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, orientating and providing on the job training for new and current employees, and an active liaison between staff and Supervisory MSA in order to resolve any day-to-day conflicts.
- Serves as subject matter expert and support the management information components of all care in the community related programs.
- Assigned work and/or receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of a Lead MSA.
- Performs a variety of administrative functions associated with patient care and treatment for Care in the Community services which include inpatient, outpatient, and/or NIC (Non-Institutionalized Care) program services.
- Acquired the knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations.
- Creates and issues authorizations for approved care, assists with vendor location when needed, and resolves barriers to obtain care in the community to avoid patient care delay.
- Coordinates with the Care in the Community team to review consult utilization by using various reports and communication methods to effectively support the needs of the team
- Responsible for sending, receiving, and routing medical records from community vendors as needed by verifying services utilized by specialty and date of service.
- Ensuring the proper disposition of Care in the Community consults assigned by making comments as appropriate and placing the consultation in the proper status
Advanced Medical Support Assistant
W.G BILL HEFNER VA MEDICAL CENTER
10.2019 - 02.2023
- Provide excellent front desk and telephone customer service with a helpful and friendly attitude
- Exhibit VA Core Values of ICARE (Integrity, Commitment, Advocacy, Respect, and Excellence) in my daily tour of duty
- Smoothly assist with front desk day to day operations for Audiology and Speech Services (ASPS) consisting of numerous providers, speech therapist and triage technicians
- Generate daily reports consisting of Return to Clinic Query (RTC), Consult Tracking Manager (CTM+), Open Encounter Report, Veteran Appointment Request (VAR), My HealtheVet, VEText, ROES (Hearing aid program for Audiology). Scheduling Manager (SM), Virtual Care Manager (VCM video visit) to ensure timely appointments are scheduled or dispositioned appropriately following 2 attempted contacts 1 call 1 14 day letter
- Proficient in everyday usage applications Computerized Patient Record System (CPRS), ROES (Hearing aid program for Audiology), VistA Scheduling Enhancement (VSE GUI), VistA Scheduling Enhancements for Clinical Staff (VSE Clinical Staff) Insurance Capture Buffer (ICB), Beneficiary Travel (Bene-Travel), Consult Tracking Manager (CTM+), Scheduling Manager (SM) Virtual Care Manager (VCM video visit), Imaging VistA, and VetLink to better service Veterans
- Experienced Advanced Medical Support Assistant scheduler for medical specialties Audiology and Speech Services (ASPS), Urology, Rehabilitation Medicine Services (RMS), Community Care, Primary Care nursing clinics
- Expert in Return to Clinic (RTC), Consult Tracking Manger (CTM+) and self scheduling guidelines for high and low risk clinics for outpatient and inpatient
- Vastly knowledgeable for all check in/out, scheduling, rescheduling, cancelling, no show, disposition VCM and telephone appointments for Audiologic Evaluations (AE), Hearing Aid Fitting (HAF), Triage/Tech, Vestibular testing (VNG), Audio Processing Disorder (APD), Physical Therapy (PT), Occupational Therapy, Kinesiotherapy, Mobility Seating, Nurse visits, Audio Group, Multi-classes for TaiChi, Urology RTC and Nurse visits
- Adept in many scheduling terminologies and meanings withing the VA system, Patient Indicated Date (PID) The date in which Provider/Veteran request a future appointment, Internal Provider Indicated Date (IPID) External Patient Indicated Date (EPID), Patient Declined Ealrier Appointment (#PDEA#), Veteran Community Care Program Eligibility (VCCPE), Time Sensitive Appointments ( #NLT#), Community Care Opt-Out (#COO#), Community Care Opt-In (#COI#) Veterans Opting in or out for Community Care Services due to the 28 day Mission ACT, Non-Service Connected Veteran (NSC), Cancelled by Patient, Cancelled by Clinic,Appointment Management, New Patient Request, Blind Scheduling, Established Patient Appointment, Urgent Care
- Consistently update, edit and verify Veterans demographics and insurance information in applications such as but not limited to VistA Scheduling Enhancement (VSE GUI) and Insurance Capture Buffer (ICB),VetLink, VistA Scheduling Enhancement (VSE for Clinical Staff)
- Log in daily to manage copier, fax machine and multi-line phone systems, ACD and back line for high volume calls for Audiology and Speech (ASPS) , outside departments and facilities for Charlotte and Kernersville
- Access to cancel and restore Audiology and Speech Services (ASPS) clinics and other departments for multiple schedules at a time
- Works jointly with the Chief of Audiology, Administrative Officer (AOD), all providers, technicians and speech therapist in a professional manner for clinic planing to assure all clinics are scheduled correctly, timely, built into correct grids and secured with coverage
- Help coordinate all unpacked inventory and stock supplies, paperwork and Audiology forms for Hearing Evaluations, Vestibular testing(VNG) and Hearing Aid Fittings
- Maintain an organized, clean and professional work space and waiting area as Veterans arrive for appointments
- Versatile in assisting with coverage in other specialty departments when asked by management for staffing needs or scheduling
- Collaborated with past and current Supervisor with training of new employees to acclimate to the Audiology and Speech Services (ASPS) clinic
- Currently updated on all guidelines, rules and protocols to maintain Veterans HEALTH INFORMATION PORTABILITY and ACCOUNTABILITY ACT (HIPAA)
- Update TMS lessons complete in a timely manner
- Worked closely with the Chief Veteran Experience Officer to facilitate a compliment box for Audiology and Speech Services (ASPS), Urology and Sleep lab
- Able to work independently in Audiology and Speech Services (ASPS) to schedule, resolve issues, use comprehensive skills, meet COB deadlines while working on multiple task for Veteran needs
- Knowing proper email clinic groups for scheduling overbooks, cancelled clinics ,grid modification and other Veteran needs
- Assist Veterans with knowledge for eligibility and enrollment for Visin 6 facilities in Salisbury, Charlotte and Kernserville and medical records and to how acquire their information in building 3
- Adequate in Microsoft Word, Excel, Outlook and Power Point
- Speed typing 40-45 wpm
- Enter time in VATAS for appropriate timekeeping
Front Desk Medical Receptionist
Rowan Diagnostic Clinic
04.2011 - 10.2019
- Warmly welcomed 50-100 plus patients in a busy family and multi specialty independently owned clinic daily with 8 plus doctors and 15 Certified Medical Assistants (CMA)
- Coordinated check in and check out with 6 plus front desk personnel
- Scheduled, rescheduled, cancelled various appointments for primary care, specialty medicine, lab services, EKG, ultrasounds and bone density,
- Verified and updated patient demographics using Electronic Medical Records (EMR) systems in E-Clinical Works software for accuracy and HIPAA guidelines were followed
- Scanned multiple patient forms including patient data sheets, medicare questionnaires, bone density questionnaires, Advanced Beneficiary Notice (ABN),
- Scanned insurance, operated insurance scanners to ensure correct insurance was filed at time of billing
- Collected co-pays and balances at the time of patient arrival for primary care physician (PCP) , lab services, and specialty services (Rheumatology, Pulmonology, Gastroenterology, Interventional Pain Mangement services, Endocrinology, CAT scan, Ultrasound)
- Provided administrative and clerical support with different internal departments, Accounts receiveable (AR), medical records and clinical staff, billing
- Vast knowledge of Medicare and Medicaid guidelines, using ICD 10 codes that adhere to certain medical procedures,DME, office visits and inpatient admissions
- Properly explain Medicare deductibles and when to collect Medicaid copays
- Experienced non certified biller and coder in outpatient office primary/specialty, inpatient primary/specialty hospital charge entry.
- Coded complicated medical records having diagnostic, surgical , office and hospital procedures
- Receives, reviews analyze medical authorizations for billing purposes
- Served as a biller for inpatient/outpatient charge entry
- Managed over a 3 multi- line phone system for patients, vendors and staff
- Used E-Clincal Works computer program systems to schedule patients for routine and complex procedures..
- Applied knowledge of medical terminology, certain diseases, treatments and diagnostic testing and procedures
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Referred and screened patients to make best use of triage staff and certified medical assistant (CMA) for all issues
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care thru telephone encounters and triage notes
- Participate in team huddle meetings for improvement and idea training for better quality of services
- Provide administrative support to providers to assist with patient flow
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
- Completed patient referrals to other medical specialists.
- Resolving patient issues using critical thinking skills
Patient Access Registrar
Novant Health Rowan Medical Center
04.2007 - 04.2013
- Greeted patients and visitors while maintaining emergency room, outpatient, rehabilitation & imaging services
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Accurately completed and verified insurance for various commercial, Medicaid and Medicare billing documentation for patient visits.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Obtained payments from patients and scanned identification and insurance cards.
- Registered and verified patient records before triage with most up-to-date information.
Education
Certificate - Medical Coder
UNC Charlotte
Charlotte, NC12.2021
Non Degree - Medical Office Administration
Rowan Cabarrus Community College
Salisbury, NC2008
Diploma -
Salisbury High School
Salisbury, NC05.2000
Skills
- Explaining Instructions
- Being available to listen with a unbiased thought or opinion
- Delegate task equally
- Standard for Compliance
- Highly motivated
- Insurance Company Procedures Understanding
- HIPAA Compliance
- Call Transfers
- Medical Billing
- Medical Records and Documentation
- Medical Coding
- EMR Systems
- Charting Expertise
- Insurance Claims
- Family Support and Assistance
- Timely Processing
- Problem Anticipation and Resolution
- Patient Appointment Management
- Social Perceptiveness
- Multi-Line Telephone System Operation
Accomplishments
- Recently accepted into the Aspiring Supervisors Program, with desire to be a better leader, Achieved 2 On the Spot Awards within my first full year of service . I received my first On the Spot award from Chief of Audiology Dr. Tracy Cater for effectively helping Audiology and Speech Services (ASPS) accurately and efficiently schedule over 100 Veterans for sooner Audiological Evaluations (AE) appointments for 3 new providers being acclimated to our department . I also received an On the Spot Award for listening and correctly helping a disgruntled Veteran that appreciated not being transferred and helped with a situation that was not within the VA but another sector such as the VBA. He thanked me for looking into his situation.
Additional Information
W.G. Bill Hefner VA Medical Center
Full time/40hrs work week
Supervisor: Jennifer Cuyler-leath
Title: Lead Medical Assistant CITC
Date: February 2023-Present
Grade GS7 Step 3
Salary: 50,719
W.G. Bill Hefner VA Medical Center
Full time/40hrs work week
Supervisor: Latausha Hancock
Title: Advanced Medical Support Assistant
Date: October 2019- February 2023
Grade: GS6 Step 4
Salary: 44,997
Rowan Diagnostic Clinic
Full time/ 40hrs work week
Supervisor: Amanda Dunn
Title: Front Desk Medical Receptionist
Date: April 2011- October 2019
Salary: 31,200
NH Rowan Regional
Full time/ 40hrs work week
Supervisor: Tina Potts
Title: Patient Access Specialist
Date: February 2007- April 2011
Salary: 27,040
Timeline
Lead Medical Support Assistant CITC
W.G. Bill Hefner Medical VA Medical Center
02.2023 - Current
Advanced Medical Support Assistant
W.G BILL HEFNER VA MEDICAL CENTER
10.2019 - 02.2023
Front Desk Medical Receptionist
Rowan Diagnostic Clinic
04.2011 - 10.2019
Patient Access Registrar
Novant Health Rowan Medical Center
04.2007 - 04.2013
Certificate - Medical Coder
UNC Charlotte
Non Degree - Medical Office Administration
Rowan Cabarrus Community College
Diploma -
Salisbury High School
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