Jenna Smith Kapter
La Crosse,WI
Summary
Experienced and highly organized receptionist and appointment setter with a decade of proven expertise in creating and maintaining schedules, as well as providing valuable administrative support to team members. A flexible and adaptable professional, adept at serving as the primary point of contact for prospective clients, effectively handling inquiries and questions over the phone, while ensuring compliance with security regulations. Previous experience as a federal contractor scheduling C&P exams for the Department of Veteran Affairs showcases a strong background in managing complex tasks with precision and efficiency.
Overview
16
16
years of professional experience
Work History
Lead Advanced Medical Support Assistant - FT 40h/w
US Department Of Veterans Affairs
10.2023 - Current
- Greet and check in patients, assist patients with mobile check-in if needed.
- Refer patients to appropriate member of health care team as needed.
- Ability to identify customer's concerns, perform the tasks required to resolve the issues accurately and timely, and follow-up as necessary to ensure a satisfactory resolution.
- Resolve difficult problems and diffuse potential dissatisfaction with VA services.
- Monitor copying and faxing.
- Answer and route incoming phone calls.
- Manage clinic grids.
- Serve as a technical advisor and liaison.
- Respond to and manage secure messages.
- Respond to and manage appointment requests through organizational systems.
- Follow the current VA Scheduling Directive, facility policies and operating procedures.
- Prepare for clinic including printing appointment and clinic lists.
- Monitor ICB (insurance) and patient demographics.
- Manage encounters, return to clinics, recalls, and consults to ensure these are completed daily.
- Interpret, verify, and disposition of provider orders.
- Monitor appointments for area of responsibility.
- Perform basic eligibility requirements
- Assist with clinic access contingency plans by adjusting appointment times, locations, or dates.
- Manage completion and accuracy of all data programs.
- Request medical records from Community Care providers and non-VA healthcare Institutions.
- Collect complete and appropriate data for reporting purposes.
- Organize and implement quality assurance documents for supervisor.
- Provide coverage for scheduling staff during intermittent shortages.
- Serves as a mentor to Grade 3-6 Medical Support Assistants (MSA)
- Complete all New Employee and New Patient Orientations
- Learn new processes to oversee training and implementation among other Medical Support Assistants (MSA).
- Provide remedial training for existing staff as needed.
- Resolve daily workplace issues.
- Provide guidance to staff members to include changes in policies and procedures.
- Provide guidance to Medical Support Assistants (MSA) staff on the most current VA Scheduling Directive and Minimum Scheduling efforts
Advanced Medical Support Assistant - FT- 40h/w GS6
U.S. Department Of Veterans Affairs
04.2022 - 10.2023
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Maintained and obtained medical records.
- Scheduled appointments for patients at La Crosse VA Outpatient Clinic.
- Verified and updated clinical records.
- Used VistA, VSE GUI, and CPRS to maintain and record patient data and generate reports.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Called and faxed pharmacies to submit prescriptions and refills.
- Kept digital records of patient details, medications, billing and other activities.
Scheduling Specialist - FT - 32 Hr/wk.
Gundersen Health System
04.2021 - 04.2022
- Answered phone calls and messages for 50-physician Cancer Center professionals, scheduling appointments and handling patient inquiries.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Procurement Specialist - FT - 40h/wk
Weber Health Logistics
01.2021 - 01.2021
- Oversaw inventory control, accounting and supply reports.
- Reviewed order updates to identify best practices aligned with corporate goals.
- Maintained complete documentation and records of all purchasing activities.
Administrative Assistant - FT - 40h/wk.
Weber Health Logistics
10.2020 - 01.2021
- Coordinated travel arrangements by booking hotel and ground transportation for over 20 office employees.
- Created detailed expense reports and requests for capital expenditures.
- Maintained staff directory and company policy handbook for human resources department.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
Market Relations Specialist - FT - 40hr/wk
UnitedHealth Group, D.b.a. OptumServe
04.2020 - 08.2020
- Scheduled veteran C&P exams and followed up with reminder phone calls.
- Kept detailed records of project progress, discrepancies and other funding issues.
- Provided suggestions for and actively participated in improving sales, margins and execution of all programs.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Supervised team of 48 medical professionals.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
Market Manager Support Specialist - FT 40h/wk
UnitedHealth Group, D.b.a. OptumServe
04.2018 - 04.2020
- Scheduled veteran C&P exams within contractual guidelines and followed up with reminder phone calls.
- Organized veteran files and streamlined operations to improve efficiency.
- Networked in market to build partnerships and connections with prospective clinics.
- Liaised between senior management and front-line team members to implement effective changes and revitalize market growth.
- Qualified and handed off prospects ready for next steps in sales process.
- Managed team scheduling and coordinated appointments between marketing teams and prospects.
- Organized promotional events and interacted with community to increase brand awareness.
- Held one-on-one meetings with sales team members to identify hurdles and offered insight into best remedy.
- Point of contact for 12 fixed facilities across 12 states, and several embedded facilities.
Office Manager - FT - 40hr/wk
Laser Product Technologies
04.2016 - 04.2018
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Compared vendor prices and negotiated for optimal savings.
- Provided primary customer support to internal and external customers.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Records Management Specialist - Temp 40h/wk
Logistics Health Incorporated
05.2015 - 03.2016
- Adhered to established procedures for handling sensitive and classified documents to retain chain of custody integrity.
- Engaged in daily communications with internal partners and identified document-related issues that required interdepartmental cooperation.
- Contacted document requestors and obtained additional information required to process document requests.'
- Documented work hours dedicated to research and processing of military document requests.
Direct Support Staff Member - PT - up to 40 Hr/Wk
The Family & Children's Center
07.2014 - 03.2015
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
- Developed rapport to create safe and trusting environment for care.
- Supervised daily activities and provided assistance to staff.
- Minimized injuries to staff or patients through support or restraint to control patient movements.
- Updated patient files with current vitals, behaviors and other data relevant to treatment planning.
- Assisted disabled clients to support independence and well-being.
Residential Coordinator - FT - 40 Hr/wk
Creative Community Living Services
03.2013 - 07.2014
- Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
- Supported personal needs of residents dealing with diverse conditions.
- Helped clients manage money, pay bills and shop for groceries or personal items.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Transported individuals to events and activities, medical appointments and shopping trips.
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
- Documented residents' mental status, sleep and eating patterns in medical record books.
Short Order Cook - FT 36 Hr/wk
Gundersen Health System
02.2012 - 03.2013
- Prepared food items such as meats, poultry and fish for frying purposes.
- Changed and sanitized cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Worked in fast-paced environment with sense of urgency to serve guests quickly.
- Served customers at steam tables with proper cooking, plating and delivery.
- Accepted payments and made change or wrote charge slips as necessary.
Dietary Aide - FT -40 Hr/wk
Gundersen Health System
12.2008 - 02.2012
- Distributed meals to about 300 hospitalized patients each meal every day.
- Verified accuracy and quality of orders before delivery.
- Arranged food, utensils and condiments on trays to serve meals with necessary items.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Completed ordered with speed and accuracy, maintaining exceptional service standards each day.
Education
Some College (No Degree) - Social Work
Viterbo University
La Crosse, WISome College (No Degree) - Psychology
Liberty University
Lynchburg, VASome College (No Degree) - Human Services
Western Technical College
La Crosse, WIMedical Coding
UW Whitewater
La Crosse, WIHigh School Diploma -
Coulee Region Christian School
West Salem, WI05.2008
Skills
- Schedule coordination expertise
- Professional demeanor
- Customer relations and communications
- MS Office
- Critical thinking
- Relationship-Building & Collaboration
- Conflict resolution
- Multi-Line Phone Systems
- Patient Appointment Management
- Patient Scheduling
- Problem Solving
- Patient Records Maintenance
- Medical Office Support Expertise
Timeline
Lead Advanced Medical Support Assistant - FT 40h/w
US Department Of Veterans Affairs
10.2023 - Current
Advanced Medical Support Assistant - FT- 40h/w GS6
U.S. Department Of Veterans Affairs
04.2022 - 10.2023
Scheduling Specialist - FT - 32 Hr/wk.
Gundersen Health System
04.2021 - 04.2022
Procurement Specialist - FT - 40h/wk
Weber Health Logistics
01.2021 - 01.2021
Administrative Assistant - FT - 40h/wk.
Weber Health Logistics
10.2020 - 01.2021
Market Relations Specialist - FT - 40hr/wk
UnitedHealth Group, D.b.a. OptumServe
04.2020 - 08.2020
Market Manager Support Specialist - FT 40h/wk
UnitedHealth Group, D.b.a. OptumServe
04.2018 - 04.2020
Office Manager - FT - 40hr/wk
Laser Product Technologies
04.2016 - 04.2018
Records Management Specialist - Temp 40h/wk
Logistics Health Incorporated
05.2015 - 03.2016
Direct Support Staff Member - PT - up to 40 Hr/Wk
The Family & Children's Center
07.2014 - 03.2015
Residential Coordinator - FT - 40 Hr/wk
Creative Community Living Services
03.2013 - 07.2014
Short Order Cook - FT 36 Hr/wk
Gundersen Health System
02.2012 - 03.2013
Dietary Aide - FT -40 Hr/wk
Gundersen Health System
12.2008 - 02.2012
Some College (No Degree) - Social Work
Viterbo University
Some College (No Degree) - Psychology
Liberty University
Some College (No Degree) - Human Services
Western Technical College
High School Diploma -
Coulee Region Christian School
Medical Coding
UW Whitewater