JENNIFER JOHNSON-LEANA
Advanced Medical Support Assistant
Hawaiian Gardens,CA
Summary
Seasoned Advanced Medical Support Assistant with a proven track record at the Department of Veterans Affairs, showcasing expertise in electronic health records management and exceptional patient communication. Demonstrates a continuous learning mindset and resourcefulness, significantly enhancing patient care coordination and healthcare billing processes. Renowned for professionalism and a strong commitment to HIPAA compliance and medical terminology proficiency.
Overview
21
21
years of professional experience
Work History
Advanced Medical Support Assistant (GS6,Step 10)
Department of Veterans Affairs
Long Beach, California
12.2023 - Current
- Checked in patients and visitors.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Recorded instances of no-show attendance.
- Coordinated creation of telehealth appointments and arranged for link dissemination to patients and providers.
- Ensured accurate and up-to-date documentation.
- Coordinated patient visits and maintained schedule integrity.
- Gathered comprehensive medical data from patients.
- Synchronized details and tasks concerning patient care and services.
- Collaborated with team to strengthen care plans and self-help strategies.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Responded to patient callbacks and phone-in prescription refill requests.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Contributed insights to resolve operational challenges during team discussions.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Other duties as assigned.
- Santa Ana CBOC - Long Beach VA Healthcare System - LONG BEACH, CA
Fort Yuma Indian Health Clinic
Winterhaven, CA
04.2018 - 12.2023
- Managed communication with healthcare providers to obtain necessary documentation to process payment for medical claims.
- Handled review of claims and analyzed them for accuracy.
- Facilitated purchase order processing and denials.
- Assessed patient eligibility, scope, and priority for PRC program.
- Confirmed coverage and details of patient benefits.
- Employed several online resources to enhance patient care including AZ AHCCCS, Medi-CAL, YRMC EPIC Carelink and IHS/PRC Fiscal Intermediary.
- Coordinated processing and clearance of pending claims through interaction with IHS/PRC Fiscal Intermediary.
- Applied knowledge of medical terminology and ICD-10/CPT coding to process claims.
- Handled diverse clerical activities, including data entry and front desk operations.
- Addressed PRC inquiries from private sector providers regarding claims and purchase order status.
- Facilitated effective communication among medical professionals for optimal service delivery.
- Organized appointments and arranged transportation to ensure patient needs were met.
- Managed referral processing with precision and ensured acurate and timely entry of appointment information and notes into RPMS/EHR.
- Addressed general questions regarding healthcare logistics efficiently.
- Purchased/Referred Care Dept - Winterhaven, CA
Call Center Agent (Federal Position, GS-6, Step 7)
Fort Yuma Indian Health Clinic
Winterhaven, CA
06.2020 - 02.2021
- Company Overview: Fort Yuma Covid Call Center - Winterhaven, CA
- Handled all incoming clinic calls.
- Facilitated communication between patients and medical assistants for scheduling requests.
- Notified medical team by recording a PC Agent message in the patient’s chart when initial contact failed.
- Organized appointments for COVID-19 testing and vaccines of both patients and their families.
- Determined criteria compliance for testing at IHS.
- Identified customer needs by asking probing questions and actively listening to responses.
- Connected patients to the appropriate nursing staff for COVID test results.
- Consistently verified and updated patient contact details, including address, phone number, place of employment.
- Create new charts for NON-IHS Beneficiaries coming thru clinic for COVID-19 testing
- Determined eligibility for current phases offered.
- Fort Yuma Covid Call Center - Winterhaven, CA
Medical Support Assistant/JVN Technician (Federal Position, GS-5, Step 6)
Fort Yuma Indian Health Clinic
Winterhaven, CA
07.2015 - 04.2018
- Company Overview: Nursing Department - Winterhaven, CA
- Schedule and confirm appointments for patients seeking medical care at the Fort Yuma Health Center
- Ensure that all appointments are entered accurately and timely in the RPMS/EHR appointment system
- Answering and route incoming calls
- Greet patients, medical staff/personnel, visitors, coming into the clinic
- Answer general questions from patients regarding referrals, transportation, appointments, etc
- Assist the Public Health Nurse with contacting patients, sending out emails, and various other duties
- Assist with other administrative duties including: Logging and documenting patient appointment reminder calls in EHR, tracking patient show and no shows reports for all In-House medical providers, and other duties as assigned by the Chief Nurse Executive
- Schedule and Coordinate medical transportation for patients
- Perform JVN eye exams with Topcon TRC-NW6S Non-Mydriatic Retinal Camera
- Transmit images and patient information via Global Retinal Imager Program
- Pull JVN Reports from Comprehensive Diabetes Managements Program for Indian Health Services
- Chart encounter note and JVN Reports in patient file in Electronic Health Records
- Code and Bill for JVN Eye Exams
- Assist with clinic access contingency plans by adjusting appointment times, provider schedules, or dates as well as shift patients to other healthcare providers as conflicts with staffing and/or coverage occurs
- Create new clinics as requested in the Resource Patient Management System
- Nursing Department - Winterhaven, CA
Receptionist/Secretary (Non-Federal)
Quechan Housing Authority
Winterhaven, CA
07.2014 - 06.2015
- Answer, log and route all incoming phones calls
- Greet and log all guests and visitors and assist them as needed
- Log and route all incoming mail
- Accept cash payments from tenants for rent, repairs, etc., and post them to the correct tenant accounts
- Generate and process work orders for home repairs, service calls, etc
- Data entry into Housing Data System to update tenant accounts and information
- Maintain monthly calendars for community center rentals, accept/distribute rental applications and deposits for community center rentals as well
- Prepared the agendas and meeting packets for all Quechan Housing Authority Board of Commissioners meetings
- Conserved executive's time by reading, researching, and routing correspondence; drafting letters, documents, resolutions, and prepared timesheets
- Maintained executive's appointment schedule by planning and scheduling meetings, conferences, teleconferences, and travel
- Responsible for recording the Board of Commissioners Regular and Special Meetings, completion of minutes in a timely manner and the preparation of the Board meeting packets
- Assisted in the hiring process by scheduling interviews, preparing packets and a seat on the Interview panel
- Assisted in sending delinquency notices and taking over receptionist duties when needed
- Maintained tenant confidentiality and protected operations by keeping information confidential
Hotel Reservations Agent (Non Federal)
Quechan Casino & Resort
Winterhaven, CA
08.2013 - 05.2014
- Answer and route all incoming calls to the facility
- Provide guests with information on room rates, availability, local attractions, entertainment, specials, etc
- Make Hotel reservations for guests
- Utilized the OPERA system daily to check-in/check-out guests from the hotel and to make adjustments/changes to their accounts as necessary
- Greet guests and provide door service and bell/valet service when needed
- Resolved and/or referred to Management, all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service
Patient Registration Clerk
Los Alamitos Medical Center
Los Alamitos, CA
06.2013 - 07.2013
- Conduct face to face and over the phone interviews with patients to pre-register and update patient profiles
- Collect Insurance Information and verify patient coverage and liability
- Collect insurance co-payments and/or deductibles
- Process patients who come in as walk-in with outside orders for radiology services, same day surgery, direct admits, etc., and make sure all orders had a proper diagnosis and procedure code listed, were signed by their Doctor and that insurance information was verified
- Answer incoming calls to the department to change patient status (inpatient/Discharged), admitting or attend physicians, or to reprint face sheets or ID labels
- Responsible for ensuring data entry and scanning of insurance cards, photo id's, physician orders, etc
- Was correct and that scanned documents were scanned to the correct patient profile/medical record
- Daily interaction with a variety of individuals including the general public, nurses and physicians
Full-time Temp for UnitedHealth Group-Cypress, CA
Volt Workforce Solutions
Cypress, CA
12.2012 - 05.2013
- Prepare UHC Medicare appeals/Denial Packets by gathering necessary documents and send them for external review by an outside entity
- Handle highly sensitive patient information and documentation so HIPAA rules and regulations must be utilized at all times
- Prepare appeal/denial letters and mail them out to medical provider and UHC Medicare recipients
- Utilize STARS, Stellent and UPS Websites daily to process packets, as well as Microsoft Excel, Word, Publisher, Adobe, Outlook and Internet Explorer
- Assist in all areas of administrative duties including data entry, research, preparing reports as requested, Xeroxing, filing, typing and ordering supplies
Medical Support Assistant (Federal Position GS-5, Step 4)
Contract Health Services-Fort Yuma IHS
Winterhaven, CA
07.2010 - 08.2012
- Logged and routed all incoming/outgoing mail for the department
- Made appointments for patients utilizing the RPMS/EHR appointment system
- Ensured that appointments were entered accurately and timely
- Coordinated transportation for patients with out of town medical appointments
- Verified patient benefits including private insurance, State Medicaid, Medicare, etc., and made sure patient charts were updated to reflect any changes in benefits
- Assisted in all areas of administrative work including data entry, receptionist duties and file organization
- Updated patient accounts and information on a daily basis
- Processed purchase orders
- Prepared reports as requested
Medical Support Assistant - Appointment Clerk (Federal Position, GS-5, Step 3)
Fort Yuma Indian Health Clinic
Winterhaven, CA
02.2009 - 07.2010
- Company Overview: Fort Yuma IHS - Winterhaven, CA
- Scheduled and confirmed appointments for entire medical staff, including specialty clinics and teams
- Ensure that all appointments are entered accurately and timely in the RPMS/EHR appointment system
- Receive telephone calls from patients requesting an appointment
- Ensure that physician orders such as labs, x-rays, referrals, etc
- Are processed and routed to the appropriate department, either via computer or hand carried
- Served as the first point of contact for patients, visitors, etc., so I strive to be polite and responsive to patient's needs and questions at all times
- Assisted with other administrative duties including: Preparing reports as requested Xeroxing, filing, typing, Ordering supplies and ensuring that policy is followed when ordering supplies, etc
- Consistently praised by management for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude
- Trained new employees on RPMS/EHR and data entry software
- Fort Yuma IHS - Winterhaven, CA
Hotel Reservations Agent (Non Federal)
Quechan Casino & Resort
Winterhaven, CA
01.2009 - 04.2010
- Accurately make guests' hotel reservations while implementing QCR service standards and ensure that I gave out current information on room rates, room availability and emergency procedures
- Operate multi-line phone (PBX) and promptly answered and routed all incoming phone calls while implementing QCR service standards
- Utilize the OPERA system to check-in/check-out guests from the hotel and to make adjustments/changes to their accounts as necessary
- Greet guests and provide door service and bell/valet service when needed
- Provide guests with information on local attractions, group and property events
- Resolved and/or referred to Management, all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service
- I also ensured management was aware of any guest special requests or needs and that guests' profiles were properly noted in the OPERA System prior to check-in
Medical Support Assistant (Federal Position, GS-4)
Contract Health Services-Fort Yuma IHS
Winterhaven, CA
02.2004 - 02.2009
- Schedule all specialty medical appointments and imaging studies
- Contact patients, via phone or mail, and make sure they are aware of their appointment date, time and location
- Ensure that all medical documents such as referrals, clinical notes, reports, etc
- Are faxed to the doctor's offices prior to a patient's appointment
- Obtained insurance authorizations for imaging studies like MRI/CT Scans make transportation arrangements for patients with out of town medical appointments
- Maintain a weekly schedule for our Medical Drivers and prepare the transportation manifests and maps for the driver as well
- Verify alternate resources for patients via the Arizona and California Medicaid websites
- Assist with processing purchase orders for medical bills/claims
- Check the status of medical claims for providers and patients as well
- General office duties including filing, copying, answering phones, etc
- Extensive data entry on a daily basis and I worked with numerous computer programs such as RPMS & RCIS packages, IHS-EHR, Microsoft Word, Excel, Adobe, Internet explorer, and many others as well
- Daily interaction with a variety of individuals including the general public, nurses and physicians
Education
AGCE - Certified Nursing Assistant w/Phlebotomy
Arizona Western College
Yuma, AZ05.2014
No degree received - General Studies
Arizona Western College
Yuma, AZ12.2000
High School Diploma -
San Pasqual Valley High School
Winterhaven, CA06.1995
Skills
- Proficient in patient scheduling
- Patient care coordination
- Healthcare billing
- Patient communication
- Professionalism and ethics
- Strong communication
- Electronic health records management
- Continuous learning mindset
- HIPAA compliance
- Resourcefulness and initiative
- Medical office support
- Medical terminology proficiency
- Medical office procedures
- Data entry proficiency
Timeline
Advanced Medical Support Assistant (GS6,Step 10)
Department of Veterans Affairs
12.2023 - Current
Call Center Agent (Federal Position, GS-6, Step 7)
Fort Yuma Indian Health Clinic
06.2020 - 02.2021
Fort Yuma Indian Health Clinic
04.2018 - 12.2023
Medical Support Assistant/JVN Technician (Federal Position, GS-5, Step 6)
Fort Yuma Indian Health Clinic
07.2015 - 04.2018
Receptionist/Secretary (Non-Federal)
Quechan Housing Authority
07.2014 - 06.2015
Hotel Reservations Agent (Non Federal)
Quechan Casino & Resort
08.2013 - 05.2014
Patient Registration Clerk
Los Alamitos Medical Center
06.2013 - 07.2013
Full-time Temp for UnitedHealth Group-Cypress, CA
Volt Workforce Solutions
12.2012 - 05.2013
Medical Support Assistant (Federal Position GS-5, Step 4)
Contract Health Services-Fort Yuma IHS
07.2010 - 08.2012
Medical Support Assistant - Appointment Clerk (Federal Position, GS-5, Step 3)
Fort Yuma Indian Health Clinic
02.2009 - 07.2010
Hotel Reservations Agent (Non Federal)
Quechan Casino & Resort
01.2009 - 04.2010
Medical Support Assistant (Federal Position, GS-4)
Contract Health Services-Fort Yuma IHS
02.2004 - 02.2009
AGCE - Certified Nursing Assistant w/Phlebotomy
Arizona Western College
No degree received - General Studies
Arizona Western College
High School Diploma -
San Pasqual Valley High School