Jessica Norton
Hastings,NY
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
Work History
AMSA-GI Clinic
Syracuse VA Medical Center
Syracuse, NY
12.2025 - Current
- Multi telephone use (placing Veterans on hold, reaching out to their PCP, other specialty providers and care teams, sending to the correct extension and doing warm hand offs).
- HIPPA compliance with all my encounters with Veterans/customers and staff members
- Using the various systems for scheduling RTC’s and consults (CPRS, VISTA, VSE, CTM, ISS)
- I receive new incoming consults for the GI clinic (procedures) (determine the priority of the consult and set consult labels)
- Experience with excel spread sheet
- Advanced use of secure messaging (myhealthyyvet)
- Ability to communicate respectfully and effectively, electronically, by phone, in person or in writing, with internal and external customers/employees/patients/providers. This may include resolving patient concerns with assistance of clinical providers/nursing staff also.
- I’m able to organize my day-to-day workload so deadlines are met with established process, policies, and regulations to meet all expectations of the facility.
- Has advanced knowledge for scheduling different clinics (Physical therapy, Occupational therapy, procedures)
- I’m able to independently set priorities for myself and my team to ensure efficient and timely care for our Veterans needs while being HIPPA compliant, and using Icare values
- I have advanced knowledge of medical terminology
- Experience with excel spread sheet
- I have advanced knowledge of medical terminology
- Send faxes to receive PT care from the community (request outside records/images) (stream fax, ECFax)
- Hours per week: 40
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
AMSA-Podiatry
Chattanooga VA Medical Center
Chattanooga, TN
07.2023 - 12.2025
- Ability to communicate with a wide range of medical clinics across multiple areas of the medical center (medical doctors, nurse practitioners, physician assistance, social workers, and nursing staff) to ensure medical care to the patient is met.
- My ability to resolve patient concerns is always handled with respect and what is in the best interest of the patient. (Icare values)
- Multi telephone use (placing Veterans on hold, reaching out to their PCP, other specialty providers and care teams, sending to the correct extension and doing warm hand offs).
- HIPPA compliance with all my encounters with Veterans and staff members
- Experience with excel spread sheet
- Advanced use of secure messaging (myhealthyyvet)
- Using the various systems for scheduling RTC’s and consults (CPRS, VISTA, VSE, GUI, CTM, ISS)
- I’m able to organize my day-to-day workload so deadlines are met with established process, policies, and regulations to meet all expectations of the facility.
- Advanced follow-up care to ensure patients orders are scheduled with the correct clinic, and or out in the community, overbooking with approval of the provider or support staff for the best patient care
- Point of service check in and out and Process travel pay request
- Has advanced knowledge for scheduling different clinics (Mental Health, Home O2, Lab, Radiology, Podiatry, Women’s Health, Specialty Injections, Nurse visits, Walk in appts, PCP appts, phone appts, VVC apts, Nutrition)
- I’m able to independently set priorities for myself and my team to ensure efficient and timely care for our Veterans needs while being HIPPA compliant, and using Icare values
- I have advanced knowledge of medical terminology (4.5 yrs)
- Provide training for new hires and others (scheduling, correct verbiage, CPRS training, CTM training, ICBWEB) (I have also created cheat sheets if someone needs additional help)
- Send faxes to receive PT care from the community (request outside records/images) (stream fax, ECFax)
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Hours per week: 40
Advanced Medical Support Assistant
Syracuse VA Medical Center
Syracuse, NY
01.2021 - 07.2023
- • Multi-line telephone use
• Sending faxes to receive PT care from the community
• Insurance capture (ICBWEB)
• Multi-modality point of service check in/out
• Scheduling patient appointments using various systems (eg. CPRS, VSE, VistA, CTM)
• Ability to communicate with a wide range of medical clinicians across multiple areas of the medical center (e.g.
medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists,
and nursing staff) to ensure medical care to patients is met for those with any imaging/diagnostic care needs
• Independently set priorities and organize workload of the imaging department to meet deadlines, ensuring
compliance with established processes, policies, and regulations to meet all expectations of the facility and National VHA
Radiology Program.
• Ability to communicate respectfully and effectively, electronically, by phone, in person or in writing, with internal and
external customers/employees/patients/providers. This may include resolving patient concerns with assistance of clinical
providers/nursing staff also.
• Advanced knowledge of the technical health care process (including, but not limited to, scheduling in VSE/CTM/
VistA, coordinating care delivery and/or care in the community with staff via CTM VCCPE Admin Radiology consults) as it
relates to access to care.
• Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or
care in the community operational activities that affect patient flow, and patient support care administrative functions to
include, but not limited to appointment cycles, outside patient referrals with use of CTM VCCPE Admin Consult, follow-up
care to ensure patients orders are placed for care in the community, overbooking with approval of technologist staff for
best patient care practices, etc.
• Advanced knowledge of medical terminology for the Imaging Department and various providers due to the technical
nature of language utilized by clinical staff
• Burn images to a CD
• Schedule IR
• Schedule MRI
MHA
USPS
Syracuse, NY
11.2019 - 01.2021
- Sort Mail
- Repair mail
- Train new hires
- Air mail
- Sort packages
- Hazmat
- International mail
- Weekend group leader of 5 people
- Operate machinery (jitney certified)
- Communicate with supervision
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Resolved problems, improved operations, and provided exceptional service.
USPS
Syracuse, NY
11.2019 - 01.2021
- Sort Mail, Repair mail, Train new hires, Air mail, Sort packages, Hazmat, International mail, Weekend group leader, Operate machinery, Communicate with supervision
- Hours per week: 50
Crew Member
Central Square, NY
11.2018 - 11.2019
- Take orders, Clean, Train new people, Do daily temps.
- Hours per week: 35
Co-Owner
Bernhards Bay, NY
06.2016 - 11.2018
- Groom dogs, Make new appointments, Reschedule appointments, Clean, Handle cash
- Hours per week: 40
Call Center
East Syracuse, NY
03.2014 - 02.2015
- Answered phones (multiple lines)
- Scheduled appointments (multiple appointments)
- Called Aspen offices when needed (priority visits)
- Worked call flow sheets
- Sold Aspen services over the phone
- Trained new hires
- Worked the assist line (would give out add on emergent visits)
- Worked closely with team leads (daily)
- Hours per week: 40
Education
Associate's degree - Criminal Justice
Cayuga Community College
Fulton, NY05-2019
High school diploma or equivalent - undefined
Paul V Moore High School
Central Square, NY06-2012
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Time management
- Dependable and responsible
- Flexible and adaptable
- Multitasking
- Excellent communication
- Critical thinking
- Organizational skills
- Calm under pressure
- Problem resolution
- Active listening
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Up to date on all of my TMS courses
- Multiple certifications with TMS
- Extra training courses in TMS
Timeline
AMSA-GI Clinic
Syracuse VA Medical Center
12.2025 - Current
AMSA-Podiatry
Chattanooga VA Medical Center
07.2023 - 12.2025
Advanced Medical Support Assistant
Syracuse VA Medical Center
01.2021 - 07.2023
MHA
USPS
11.2019 - 01.2021
USPS
11.2019 - 01.2021
Crew Member
11.2018 - 11.2019
Co-Owner
06.2016 - 11.2018
Call Center
03.2014 - 02.2015
High school diploma or equivalent - undefined
Paul V Moore High School
Associate's degree - Criminal Justice
Cayuga Community College