Hi, I’m
Jessica Rodriguez
Loganville,GA
Know the true value of time; snatch, seize, and enjoy every moment of it. No idleness, no laziness, no procrastination: never put off till to-morrow what you can do to-day.
Philip Dormer Stanhope, Lord Chesterfield
Summary
Dedicated and focused Supervisory Medical Support Assistant who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Knowledgeable professional expert in streamlining processes, supervising team members. Committed go-getter with team player attitude and ability to remain calm in stressful situations. Seeking a role of increased responsibility and authority.
Overview
18
years of professional experience
Work History
Atlanta Veterans Administration Medical CenterAtlanta, GA
Supervisory Medical Support Assistant-GS-8-VACC
09.2020 - Current
Job overview
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Established and enforced clear goals to keep employees working collaboratively.
- Provided ongoing training to address staff needs.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Served as resource to clients and community partners to increase program usage.
- Collaborated with members in broader community to locate individuals in need of assistance, promote agency support and direct resources to maximize program impact.
- Returned calls, emails and faxes according to departmental policy.
- Retrieved patient files for doctors.
- Communicated with patients by phone and via written correspondence.
- Coordinated services with medical and office staff to improve patient satisfaction, engagement and compassionate care.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Scheduled community care consults and confirmed appointments.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Maintained strong call control and quickly worked through scripts to address problems.
- Organized and attended hiring events and participated in job fairs to network with potential candidates.
- Developed and facilitated new-hire orientations and corporate policy trainings.
- Processed employee status changes, keeping human resources systems and employee records up to date.
- Created and managed more than 60 confidential personnel records.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
- Assisted with employee termination process to drive consistency and reduce discrimination claims.
- Automated office operations, record tracking and data communications.
- Created, organized and maintained employee personnel files to keep sensitive data secure.
VA Hudson Valley Health Care SystemMontrose , NY
Supervisory Administrative Specialist-GS-9-2HAS
04.2018 - 09.2020
Job overview
- Conducted performance evaluations of office staff to monitor progress, productivity, , corrective or disciplinary actions.
- Produced professional and error-free letters, presentations and spreadsheets.
- Elevated productivity initiatives and managed presidential calendar, including coordinating itinerary and scheduling appointments.
- Managed daily operations within HAS dept. (clinics) by supporting continuous delivery of excellent services and care.
- Monitored office inventory to maintain adequate supply levels and order products.
- Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
- Hired highly talented individuals who brought new skills to each clinic, which increased efficiency of entire team.
- Improved productivity initiatives, managed accounts, coordinated itinerary and scheduled client and leadership appointments.
- Mentored new employees on processes and procedures and delivered constructive feedback to increase understanding of job duties.
- Evaluated employee job performance and motivated staff to improve productivity.
- Trained 42 Leads and AMSA employees on best practices and protocol while managing teams to ensure optimal productivity.
- Delegated team tasks based upon each AMSA skill level and knowledge, which improved accuracy and productivity .
- Translated management directives into actionable mandates for front-line staff in Castle Point, Montrose and CBOC coverage with 16 more employees .
- Guided employees through routine and complex administrative situations with decisive but motivational approach.
- Plans regular meetings in different areas of care to plan daily/weekly or long term needs and adjust action plans accordingly
- Responsible for overseeing proper communication between levels of personnel and inter-service.
VA Hudson Valley Health Care SystemWappinger Falls, NY
Lead Advanced Medical Support Assistant-GS-7-HAS
09.2014 - 04.2018
Job overview
- Resolves daily workplace issues and maintains efficient workflow.
- Ensuring accurate and timely scheduling of appointments Providing guidance to staff members to include changes in policies and procedures Distributing and balancing workload Creating and maintaining employee work schedules Orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met Organizing the work structure of his/her assigned areas
- Routinely communicates with the physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
- works independently making decisions based on guidelines, precedents' and regulations performs duties in such a manner that only minimal supervision is required.
- Monitoring random calls to improve quality.Undertaking remedial action to rectify any staff shortcomings.Able to conduct tough conversations with under-performing staff.
- Logical thinker with superb creative problem-solving skills.
- Excellent organizational, planning and time management skills.
- Providing administrative support to staff across the hospital.
- Delivering best practice for the entire mental health department.
VA Hudson Valley Health Care System
Advanced Medical Support Assistant-GS-6-HAS
12.2011 - 09.2014
Job overview
- verify provider orders in accordance with VHA National Scheduling Directive guidelines.
- verifies and updates demographics and insurance information: process all emergency and non-emergency transfer to other VA facilities or to a private hospital: performs/facilitates basic eligibility.
- coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
- develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team. Develop and manage a tracking system for follow up care such as consults, tests, etc.). Reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues;
- Demonstrates Courtesy and Professionalism.
- Shows courtesy, respects, and a positive attitude towards patients, co-workers and the public.
- Provide front-line assistance to customers with questions or concerns.
- Applies discernment and sensitivity when performing tasks required resolving issues accurately and timely.
- Facilitates any necessary follow-up so as to ensure satisfactory resolution.
- Utilizes computerized and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats.
- Maintains patient confidentially with written and verbal information, per HIPAA requirements Applies Knowledge of Medical Terminology.
- demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility.
- Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work.
Skills
- Strong organizational skills
- Patient scheduling
- Charting expertise
- Sharp problem solver
- Courteous demeanor
- Energetic work attitude
- Customer service expert
- Adaptive team player
- Superior communication skills
- Psychiatric population familiarity
- Supervision and training
- Calm under pressure
- Complex problem solving
- Cross-functional team management
- Computer-savvy
- Proven patience and self-discipline
- Personal and professional integrity
- Relationship and team building
- Continuous Improvement
- Team Collaboration and Leadership
- Work Planning and Prioritization
- Verbal and Written Communication
- Hiring and Training
- Customer Service
- Coaching and Mentoring
- Team Leadership
- Handling Complaints
- Performance Management
- New Hire Orientation
- Relationship Building
- Handling Customer Complaints
- Appointment Scheduling
- Team Management and Supervision
- Workflow Optimization
References
- Given Upon Request
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Supervisory Medical Support Assistant-GS-8-VACC
Atlanta Veterans Administration Medical Center
09.2020 - Current
Supervisory Administrative Specialist-GS-9-2HAS
VA Hudson Valley Health Care System
04.2018 - 09.2020
Lead Advanced Medical Support Assistant-GS-7-HAS
VA Hudson Valley Health Care System
09.2014 - 04.2018
Advanced Medical Support Assistant-GS-6-HAS
VA Hudson Valley Health Care System
12.2011 - 09.2014
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