IDONICA JOHNSON
Salisbury,NC
Summary
Dynamic Advanced Medical Support Assistant with extensive experience at W.G. (Bill) Hefner Salisbury Department of Veterans Affairs Medical Center. Expert in appointment scheduling and insurance verification, I excel in enhancing clinic workflows and ensuring compliance with HIPAA regulations. Recognized for my compassionate communication and leadership in training staff to deliver exceptional patient care.
Overview
5
5
years of professional experience
Work History
Advanced Medical Support Assistant (AMSA)
W.G. (Bill) Hefner Salisbury Department of Veterans Affairs Medical Center
Salisbury, NC
02.2024 - Current
- Work collaboratively within interdisciplinary coordinated care delivery models supporting outpatient and specialty clinics.
- Serve as a lead-level administrative resource assisting AMSA/MSA staff with scheduling accuracy, clinic workflows, and policy interpretation.
- Assure appointment schedules are properly maintained and adjusted to support clinic operations and provider availability.
- Assist with contingency planning for access to care by adjusting appointment times, locations, and dates and coordinating reassignment to alternate providers.
- Coordinated with patient care teams to assess clinic utilization and recommend adjustments to clinic setup and scheduling templates.
- Maintain effective communication with Veterans, interdisciplinary teams, management, VA medical centers, and non-VA medical facilities.
- Facilitated inpatient-to-outpatient discharge coordination and ensured effective follow-up care.
- Facilitate secure messaging, notify patients of routine lab results per protocol, and manage consult, test, and recall tracking systems.
- Explain VA insurance collection mandates; collect, scan, verify, and update insurance information to support revenue processes.
- Identify patients with third-party insurance and promote My HealtheVet enrollment and utilization.
- Trained, mentored, and monitored progress of MSAs/AMSAs, serving as a preceptor for developmental staff.
- Maintain compliance with HIPAA, VHA policies, and federal regulations.
Customer Service Representative
TD Bank
Salisbury, NC
01.2023 - 01.2024
- Addressed customer issues with knowledgeable, friendly service, resulting in high satisfaction levels.
- Acted as primary contact in high-volume environment, resolving issues with tact and diplomacy to enhance customer satisfaction.
- Achieved performance standards for call quality, efficiency, and customer satisfaction.
- Delivered solutions that exceeded customer expectations, fostering loyalty and trust.
- Collaborated with peers to share knowledge, contributing to improved team performance.
- Maintained precise electronic documentation to support operational accuracy.
- Executed daily responsibilities efficiently and accurately.
Patient Access / Medical Office Specialist
Novant Healthcare
Salisbury, NC
01.2021 - 01.2022
- Verified insurance coverage and collected co-payments, ensuring accurate documentation for seamless patient experience.
- Guided patients through admissions and eligibility screening, facilitating timely appointment scheduling.
- Scheduled appointments to reduce patient travel and enhance continuity of care.
- Reviewed and updated electronic medical records while maintaining confidentiality standards.
Education
High School Diploma -
A.L. Brown High School
Kannapolis, NCAssociate of Science - Medical Assisting
Keiser University
Fort Lauderdale, FLMedical Office Administration -
Martinsburg University
Martinsburg, WVBachelor of Science - Health Science
Keiser University
Fort Lauderdale, FLPhlebotomy / Lab Technician Training -
Continual Health Education And Training
Charlotte, NCSkills
- Appointment scheduling
- Insurance verification
- Electronic medical records
- Contingency planning
- HIPAA compliance
- Customer relationship management
Specialized Experience
- Lead-capable Medical Support professional with federal VA experience working within interdisciplinary coordinated care delivery models. Demonstrated ability to lead and support AMSA/MSA staff, ensure compliance with VHA Scheduling Directives, manage clinic utilization, and maintain Veteran-centered access to care.
- Experienced in appointment scheduling, electronic waitlists, consult tracking, insurance collection, My HealtheVet Messages, and interdepartmental communication. Known for professionalism, tact, and compassionate service when supporting Veterans, families, and clinical teams in high-volume outpatient and specialty care settings.
- Experienced in Team leadership, staff oversight, training, mentoring, and precepting team.
- Insurance collection, scanning, verification, and revenue support activities.
Timeline
Advanced Medical Support Assistant (AMSA)
W.G. (Bill) Hefner Salisbury Department of Veterans Affairs Medical Center
02.2024 - Current
Customer Service Representative
TD Bank
01.2023 - 01.2024
Patient Access / Medical Office Specialist
Novant Healthcare
01.2021 - 01.2022
High School Diploma -
A.L. Brown High School
Associate of Science - Medical Assisting
Keiser University
Medical Office Administration -
Martinsburg University
Bachelor of Science - Health Science
Keiser University
Phlebotomy / Lab Technician Training -
Continual Health Education And Training