JoAnna Thurston
Inwood,WV
Summary
Adaptable professional with strong leadership and planning talents versed in diversity, equality and inclusion principles. Proven team building and leadership skills to achieve challenging objectives. Expert in Administrative Support with extensive experience in a receptionist capacity answering high volume inbound calls, receiving numerous visits, and responding to email messages. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Great customer service skills, with experience in outbound and inbound calling and scheduling.
Overview
16
16
years of professional experience
Work History
Patient Services Assistant - Full Time GS 6
Department of Veterans Affairs
Martinsburg, WV
06.2023 - Current
- Maintain patient confidentiality in accordance with HIPAA regulations.
- Manage reception services, including monitoring sign-ins, collecting information and coordinating patient movements.
- Collaborate with other departments within the hospital system to coordinate services for patients.
- Greet and welcome patients in a friendly and professional manner.
- Perform data entry tasks such as entering patient demographics into the system.
- Manage incoming and outgoing mail, filing and meeting coordination.
- Utilize VISTA and CPRS.
- Handle incoming calls and directed callers to appropriate department or employee.
- Assist Veterans with our Benefits Clinic, which is a virtual clinic through the Veteran Benefits Association.
- Conduct surveys.
Advanced Medical Support Assistant - Full Time GS6
Department of Veterans Affairs
Martinsburg, WV
06.2021 - 06.2023
- Coordinates timely care for the veteran based on the priority indicated on the consult.
- Communicates effectively with nursing staff using appropriate medical terminology to ensure clarity in understanding patient needs.
- Manage appointment scheduling for Veterans using VISTA Access software (no shows, cancellations, rescheduled appointments).
- Maintain compliance with VHA national scheduling guidelines while documenting patient notes in CPRS, ensuring accuracy and confidentiality.
- Contacts Community Care provider to schedule appointment; obtains necessary documentation needed for the Community Care provider; coordinates with other service lines to obtain necessary information for Community Care provide.
- Ensures medical documentation is received from Community Care provider; manages workload on spreadsheets; prepares medical documentation for scanning into Veteran's electronic medical record; organizes material for the Lead MSA, CITC case managers, and/or CITC Service Chief.
- Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
- Participates in team led huddles and/or team meetings where patient care planning and management occur, except during staff shortages for coverage.
- Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care.
- Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
- Intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services to prevent congressional and adverse publicity.
- Effectively communicates both orally and in writing, to meet program objectives.
Registration Specialist - Full Time
WVU Medicine
Martinsburg, WV
12.2019 - 06.2021
- Work with nurses and other clinic staff to process patients and direct to appropriate departments.
- Adhere to HIPAA guidelines and maintained integrity of hospital policies and procedures.
- Explain forms and documents to patients, guardians and family members, distributing copies and confirming comprehension.
- Attend meetings and training sessions as requested by supervisors.
- Scheduling patients.
- Utilize multiple computer systems to access patient information, update records, verify insurance eligibility.
- Scan documents and insurance cards to include in patient charts.
- Provide customer service support and advice on regulations and requirements regarding various registration programs.
- Contact insurance carriers to verify coverage, copays and deductible information for patients.
Patient Access Specialist - Full Time
Valley Health Care Center
Winchester, VA
07.2016 - 12.2019
- Compile information from patients and caregivers or family members to identify care concerns.
- Respond promptly to customer inquiries regarding account balances, billing statements, payment history.
- Coordinate with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Explain various admission forms and policies, acquiring signatures for consent.
- Submit fees and claims to insurance companies manually or digitally.
- Assist as the Team Lead by overseeing the department of Patient Access Specialist to make sure the department runs smoothly.
Receptionist /Patient Scheduler - Full Time
Shenandoah Community Health Center
Martinsburg, WV
03.2016 - 07.2017
- Ensure that all necessary forms were completed accurately prior to submitting them for processing.
- Answer multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Develop and maintain a filing system for essential documents, improving office organization.
- Double check medical record databases.
- Process payments and update accounts to reflect balance changes.
- Set and confirmed customer appointments.
Customer Service Representative - Full Time
First Data
Hagerstown, MD
09.2013 - 08.2014
- Assist customers with product selection, ordering, billing, returns, exchanges and technical support.
- Develop strong relationships with customers by providing personalized assistance and support.
- Utilize job-related software to prepare change of address records and issue service discontinuance orders.
- Provide excellent customer service to resolve customer complaints in a timely manner.
Childcare Provider - Full Time
Private Daycare
Martinsburg, WV
12.2011 - 09.2012
- Secure indoor and outdoor premises to protect children.
- Instruct children on good sanitary habits when washing hands, using bathroom or eating.
- Provide nurturing and appropriate environment for children of various ages.
- Help develop motor skills through active playtime activities like running, jumping.
- Observe children's behavior and development, communicate information with parents.
- Organize age-appropriate activities such as games, arts and crafts and outdoor play.
Cashier - Part Time
Martins Food Store
Martinsburg , WV
06.2009 - 02.2011
- Process customer payments quickly and returned exact change and receipts.
- Maintain current knowledge of store promotions to highlight sales to customers.
- Boost customer satisfaction levels by going extra mile to personalize service for each customer.
- Operate cash register or POS system to receive payment by cash, check and credit card.
Student Trainee - Full Time
USDA
Kearneysville, WV
12.2008 - 04.2009
- Accept instruction from management regarding assignments and tasks.
- Scheduling appointments.
- Perform Administrative duties.
- Receive and Ship packages.
- Run Microsoft Software (Word, Excel, PowerPoint, etc.)
- Send and receive faxes.
- Monitor inbound calls.
Education
Associates Degree -
Blue Ridge Community College
Martinsburg, WV01-2012
Bachelors Degree -
Columbia Southern University
Orange Beach, ALSkills
- VISTA, CPRS, Leaf Requests, Your IT, VATAS
- Team Lead Graduate
- Medical records management
- Appointment scheduling
- Customer service
- Insurance verification
- Healthcare documentation
- Time management
- Microsoft Office expertise (Excel, Word and PowerPoint) - document exporting, PDF Converting, Data Encryption, DocuSign, Spreadsheet and SharePoint Document Management
- Email Administration
- Outlook Digital Calendars / Meeting Planning
- Data Entry
- Team leadership
- Workplace Chat (Microsoft Teams, WebEx and Skype)
- Relationship building
- Phone and email etiquette
Accomplishments
- Nominated for Federal Woman of the Year in 2023
- Graduate of the Team Lead Program in 2024 at the Martinsburg VAMC
- Taught Summer Camp Programs at Jefferson County Parks and Recreation.
- Completed a Firefighter 1 Course, Hazmat Course and other courses while volunteering at Independent Fire Company in Jefferson County, W.V.
- Completed a Pro-Start Culinary course taken place at Jefferson High School during my Junior and senior year.
- Volunteered at numerous events taken at my child's school/daycare.
- Completed the CHAA In VA for National Insurance certification.
References
References available upon request.
Timeline
Patient Services Assistant - Full Time GS 6
Department of Veterans Affairs
06.2023 - Current
Advanced Medical Support Assistant - Full Time GS6
Department of Veterans Affairs
06.2021 - 06.2023
Registration Specialist - Full Time
WVU Medicine
12.2019 - 06.2021
Patient Access Specialist - Full Time
Valley Health Care Center
07.2016 - 12.2019
Receptionist /Patient Scheduler - Full Time
Shenandoah Community Health Center
03.2016 - 07.2017
Customer Service Representative - Full Time
First Data
09.2013 - 08.2014
Childcare Provider - Full Time
Private Daycare
12.2011 - 09.2012
Cashier - Part Time
Martins Food Store
06.2009 - 02.2011
Student Trainee - Full Time
USDA
12.2008 - 04.2009
Associates Degree -
Blue Ridge Community College
Bachelors Degree -
Columbia Southern University