Joann Diefenderfer
Rock Hill,SC
Summary
Dynamic and results-driven professional with extensive experience in medical office administration and customer service. Expertise in streamlining operations to enhance clinic flow and improve patient scheduling efficiency, leading to increased satisfaction and productivity. Proficient in V.A. programs, with a strong track record of training staff to deliver high-quality care and support in fast-paced environments. Committed to fostering a collaborative team atmosphere while consistently exceeding organizational goals.
Overview
22
22
years of professional experience
Work History
Lead Medical Support Assistant
Sterling Medical – Rock Hill Veterans Community Based Outpatient Medical Clinic
Rock Hill, SC
06.2020 - 07.2025
- Pact Clerk for Primary Care Team
- All duties as described below including
- Closely monitored phone line coverage of 6 Medical Support Assistants; streamlined break schedules and Pact Team coverage assignments, insuring zero abandoned calls
- Created schedules for MSA lunch and breaks
- Monitored daily flow of front desk including weekly MSA huddles
- Conducted clinic orientation & training of all new Medical Support Assistants as well as current MSA’s with updates & new programs. Created easy guide training instruction materials
- Monitor work performance of new & current MSA’s & report to management
- Assisted management with competencies reports on all MSA’s
- Worked with Lead MSA’s and Supervisors throughout the VA Healthcare System to keep updated on new procedures and protocols.
- Worked with MSA’s on a daily basis to improve productivity and accuracy of work.
- Sent in LEAF requests for providers PTO. Assisted each Pact Team MSA to appropriately reschedule Veterans according to VA directive.
- Covered Administrative Manager in her absence
- Ran and distributed all relative reports from VSSE such as no-show and cancellation reports
- Extract & analyze data to provide performance reports on the MSA’s for Management
- Headed up clinic moral comity organizing holiday luncheons, pot luck lunches as well as holiday decoration & other contests
- Assisted veterans with inquiries, ensuring access to appropriate medical resources and support.
Advanced Medical Support Assistant
Sterling Medical – Rock Hill Veterans Community Based Outpatient Medical Clinic
Rock Hill, SC
07.2012 - 06.2020
- PACT Clerk for Primary Care Team
- Check in/check out patients for various appointments in Primary Care and Mental Health
- Update patient demographics and insurance information
- Schedule, cancel and re-schedule patients for various providers, clinics and/or consults.
- Assist patients with, but not limited to, messages to providers and nurses, ordering medications, directing patients to appropriate departments for appointments within the VA Healthcare System, fax ROI to non-VA facilities
- Streamlined front desk operations for improved workflow and reduced wait times.
- Managed patient schedules and coordinated appointments, reducing wait times and improving clinic flow and access to care.
- Make appointment reminder calls
- Assist in the distribution of incoming mail and faxes to appropriate Team/Department
- Monitor recall, no-show and delinquent reports
- Assist with training of new Medical Support A
- Ensured compliance with HIPAA regulations while handling sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
Medical Receptionist / Administrative Assistant / Assistant
Burton Banner, M.D.
Staten Island, NY
07.2003 - 01.2012
- Development, maintenance and coordination of daily appointment schedule using Medisoft.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Oversee office inventory, including replenishment of office and medical supplies.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Submission of electronic referrals, correspondence with affiliates, insurance companies and vendors.
- Perform Pediatric vitals, execute hearing/vision screenings, as well as follow-up instructions
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Assisted with medical coding and billing tasks.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Education
Certified Medical Assistant -
The New York School of Medical and Dental Assistants
01.2000
A.A.S. - Business Administration
The College of Staten Island
01.1990
Skills
- Proficient in VA programs; ISS, GUI, VSSC, CPRS VetLik, ICB & LEAF requests
- HIPAA compliance
- High volume patient scheduling
- High volume multi-line phone system
- Electronic medical records
- Customer Service, Insurance Verification, Medical Office Administration, Microsoft Word
- Proficient in typing at 65 WPM
- Medical terminology
- Medical administrative support
- CPR certification
Timeline
Lead Medical Support Assistant
Sterling Medical – Rock Hill Veterans Community Based Outpatient Medical Clinic
06.2020 - 07.2025
Advanced Medical Support Assistant
Sterling Medical – Rock Hill Veterans Community Based Outpatient Medical Clinic
07.2012 - 06.2020
Medical Receptionist / Administrative Assistant / Assistant
Burton Banner, M.D.
07.2003 - 01.2012
Certified Medical Assistant -
The New York School of Medical and Dental Assistants
A.A.S. - Business Administration
The College of Staten Island