Heidi O'Brien
Veterans Healthcare Administration
Anaconda,MT
11
years of professional experience
Compassionate and organized Advanced Medical Support Assistant known for enhancing patient experiences and reducing wait times. Expertise in patient care coordination and meticulous recordkeeping ensures high-quality service delivery and improved patient satisfaction. These skills will transition into an efficient supportive Human Resources Assistant (Employee Benefits) - HR Navigator.
Work History
8 Years 2 Months
06.2018 - Current
8 Years 2 Months
Advanced Medical Support Assistant
Veterans Healthcare Administration | Helena, MT
06.2018 - Current
- Managed patient scheduling and appointment coordination for efficient clinic operations.
- Facilitated communication between medical staff and patients to enhance care delivery.
- Implemented electronic health record updates to maintain patient information accuracy.
- Developed and maintained organized filing systems for medical records management.
- Streamlined patient intake processes to reduce wait times and improve service quality.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
- Contributed to higher patient retention rates by consistently delivering compassionate care during check-in/check-out processes.
- Reduced errors in billing by diligently verifying insurance coverage and obtaining necessary prior authorizations for procedures.
- Interviewed patients to verify and update clinical and demographic records.
- Facilitated positive relationships with external providers through effective coordination and communication of patient referrals.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
3 Years 2 Months
04.2015 - 06.2018
3 Years 2 Months
Patient Intake Representative
Frontier Home Health Care & Hospice | Butte, MT
04.2015 - 06.2018
- Managed patient intake processes, ensuring accurate collection of demographic and insurance information.
- Coordinated communication between patients, families, and healthcare providers to facilitate smooth admissions.
- Trained new staff on intake procedures and use of electronic health record systems for efficiency.
- Streamlined data entry practices, enhancing accuracy and reducing processing time for patient information.
- Evaluated patient needs and directed them to appropriate services within home health care and hospice programs.
- Conducted regular audits of patient records for accuracy and completeness, addressing any discrepancies immediately.
- Managed high call volumes while maintaining professionalism and effectively addressing inquiries related to appointments, billing, insurance coverage, and general questions about the facility''s services.
- Completed intake assessment forms and filed clients' charts.
- Prepared and processed patient referrals and transfer requests.
- Resolved payroll discrepancies quickly and successfully.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Reviewed time records for 5 employees to verify accuracy of information.
Education
High School Diploma
Butte High School | Butte, MT
Associate of Applied Science - Accounting Technology With Human Resource Option
Montana Technological University | Butte, MT | 12-2010
Skills
Recordkeeping skills
Patient care coordination
Monitoring patient progress
As an Advance MSA and Specialty scheduler I am use to being point of connect for veterans and their family in the processes of scheduling required appointments.
I also make sure they have all required documents are filled out for upcoming appointments.
Detail orientated with the ability to prioritize which task needs to be done first.
Timeline
Advanced Medical Support Assistant
Veterans Healthcare Administration
06.2018 - CurrentRead more
Patient Intake Representative
Frontier Home Health Care & Hospice
04.2015 - 06.2018Read more
Butte High School - High School Diploma,
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Montana Technological University - Associate of Applied Science, Accounting Technology With Human Resource Option
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