Heather Boyles

Advanced Medical Support Assistant, GS-6.2

Ernest Childers VA Outpatient Clinic

08.2023 - Current

40 Hours a week Full Time
Presently assigned to the Transitions of Care Team, I function as the AMSA for clerical and ancillary tasks.
Work directly with the team physician and RN to coordinate patient care, and independently manage workflow priorities and to adjust the flow of work to meet team and patient needs.
Effectively communicated patient needs and care plans across interdisciplinary teams, achieving desired outcomes and ensuring continuity of care.
Coordinate care between the TOC team and the veterans' PACT teams with the ability to organize work, set priorities, and delegate tasks and responsibilities in order to meet deadlines
Demonstrated ability to prioritize high-demand tasks, organize clinic workflows, and delegate responsibilities to ensure team efficiency and deadline adherence.
Provided training and mentorship to new AMSA staff, improving their efficiency in scheduling, patient communication, and system navigation.
AMSA's were trained through a combination of direct education and task demonstration followed by a period of supervised task performance.
Manage patient information, scheduling, and care coordination, using various medical record systems.
• Resolving difficult problems and diffuses potential dissatisfaction with VA services.
• Assists both the Veteran and appropriate professional staff in coordinating scheduled procedures and return appointments.
• Schedule appointments at various clinics throughout the medical center and coordinate with appropriate staff members. Ensure appropriate staffing for coverage of all clinics. Cancel and reschedule clinics when there is not adequate staffing when instructed by the service over the clinic.
• Provide a detailed daily report to the Medical Administration Service leadership to include missed opportunities, consults, encounters, unsigned notes and orders and any other clinic issues that arise.
• Perform administrative follow-up actions.
• Participate in team meetings to manage and plan patient care. Independently share information and collaborate with the medical team to assure continuity of care. Set priorities and deadlines. Estimate and report on expected milestones for completion of tasks. Communicate team success in performance goals and report progress to the supervisor.
• Monitor the status on progress of work and adjust in accordance with established priorities. Obtain assistance from their supervisors as needed for major issues or problems that arise.
• Resolving complex problems to ensure patient services are met.
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
• Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required
• . Performs duties to capture increase through Insurance Capture Buffer (ICB), Patient Check-IN (PCI), Consult Toolbox, Consult Tracking Manager (CTM+), My HealtheVet (in-person authentication/secure messaging), patient updates and demographic changes. Ensure all consults are resolved within seven days and encounters are resolved daily.
Advanced knowledge of medical terminology
Ability to utilize numerous advance patient systems such as EMR, CPRS, Vista-GUI, Vista- R2 ,CTM, ISS, MyHealthyVet)
Adept at communications to include email, direct messaging, and secure/encrypted formats
Proven ability to manage complex clinical flow processes and coordinate access to care across multiple clinics, specialties, and community resources.
Staff Training and development
Advanced Clinical Workflow Management
Interdisciplinary Team Coordination
Adhering to the scheduling policies and procedures
• Ensure appointments are made from a provider's order.
• Coordinating administrative services for veterans, family members, caregivers, and public, administrative, and clinical staff to ensure continuity of inpatient and outpatient care.
• Patient check-in process (in its entirety), including the printing of documentation needed for appointment.
• Explaining the VHA (Veterans Health Administration) mandate to collect insurance information to Veterans and their families.
• Collecting, scanning, and updating health insurance information to aid in the revenue collection process.
• Completing patient check-out process daily, including completion of Return to Clinic (RTC) orders, creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete appointment process.
• Utilizing reports to assist in care delivery process
.• Resolving difficult problems and diffuses potential dissatisfaction with VA services.
• Assists both the Veteran and appropriate professional staff in coordinating scheduled procedures and return appointments.
• Schedule appointments at various clinics throughout the medical center and coordinate with appropriate staff members. Ensure appropriate staffing for coverage of all clinics. Cancel and reschedule clinics when there is not adequate staffing when instructed by the service over the clinic.
• Provide a detailed daily report to the Medical Administration Service leadership to include missed opportunities, consults, encounters, unsigned notes and orders and any other clinic issues that arise.
• Perform administrative follow-up actions.
• Participate in team meetings to manage and plan patient care. Independently share information and collaborate with the medical team to assure continuity of care. Set priorities and deadlines. Estimate and report on expected milestones for completion of tasks. Communicate team success in performance goals and report progress to the supervisor.
• Monitor the status on progress of work and adjust in accordance with established priorities. Obtain assistance from their supervisors as needed for major issues or problems that arise.
• Resolving complex problems to ensure patient services are met.
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
• Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required
• . Performs duties to capture increase through Insurance Capture Buffer (ICB), Patient Check-IN (PCI), Consult Toolbox, Consult Tracking Manager (CTM+), My HealtheVet (in-person authentication/secure messaging), patient updates and demographic changes. Ensure all consults are resolved within seven days and encounters are resolved daily.

Medical Support Assistant, GS-5

Ernest Childers VA Outpatient Clinic

06.2023 - 08.2023

I functioned as an MSA in various departments where I gained experience in scheduling, MyHealtheVet, travel pay, and general VA healthcare operations with the ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

Patient Service Representative

PT Solutions

07.2022 - 06.2023

Responsibilities include patient scheduling, canceling, rescheduling, patient check in/out, copayment collection and insurance verification, and patient assistance
Making sure all documents are scanned into the patient EMR chart, Additional duties are preparation of patient files for therapists, coordination with referring physician offices, file archival, and data entry
Ordering all the clinic supplies, making sure the front office and exam rooms are clean and ready for the next patient.

Manager

Bahama Sun Tanning

12.2011 - 07.2022

Work experience included extensive customer service and managerial tasks
I was responsible to provide staff development and training, manage staffing requirements, and conduct business operations
My customer service is excellent with considerable experience in customer relations to include customer acquisition and retention along with conflict resolution by utilizing skill in communicating with individuals to obtain the desired effect.

Medical Assistant

Pediatric Neurology of Tulsa

01.2001 - 06.2002

In-house trained Medical Assistant for pediatric neurology group
Duties included patient check in, patient education, coordination of patient admission, communication with referring offices, and assistance with office procedures.

Patient Service Representative

Pediatric Neurology of Tulsa

08.1998 - 01.2001

Duties included patient scheduling, patient check in/out, copayment collection and insurance verification, and patient assistance
Additional responsibilities were communicating with referring offices, preparing files and records for physicians, and arranging patient follow-up.

Radiology Clerk

Saint Francis Health System

01.1998 - 08.1998

Responsible for film filing, preparing prior films for review, patient scheduling, and patient check in/out for procedures.

Data Entry Clerk

Foundation Health Insurance

08.1994 - 01.1998

Data entry for health claims.

Summary

Overview

Work History

Advanced Medical Support Assistant, GS-6.2

Medical Support Assistant, GS-5

Patient Service Representative

Manager

Medical Assistant

Patient Service Representative

Radiology Clerk

Data Entry Clerk

Education

Associate of Arts -

Skills

Timeline

Advanced Medical Support Assistant, GS-6.2

Medical Support Assistant, GS-5

Patient Service Representative

Manager

Medical Assistant

Patient Service Representative

Radiology Clerk

Data Entry Clerk

Associate of Arts -

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