Julie Dunovant
Temple
Summary
Eager to contribute to team success through hard work, attention to detail and excellent organization skills. First class problem solver with excellent interpersonal skills with history of meeting department goals. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organization.
Healthcare professional with strong background in providing administrative support in medical environments. Proven ability to manage high-volume patient interactions and ensure accurate and timely documentation. Reliable team player focused on achieving efficient workflows and adapting to changing needs. Skilled in electronic health records management and patient communication.
Experienced with administrative support in medical settings, ensuring smooth patient interactions and efficient operations. Utilizes strong organizational skills and attention to detail to manage healthcare processes effectively. Knowledge of electronic health records, appointment scheduling, and patient communication to enhance service quality.
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.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Advanced Medical Support Assistant
PAS/CTVHS
05.2020 - Current
- As an Advanced Medical Support Assistant, I am responsible for performing administrative duties aspects of CITC including access, scheduling, and coordinating appointments following approved clinic access principles, CITC referral processing, answering calls and providing excellent customer service. My role is to identify and develop steps or processes to resolve problems related to CITC processes and systems. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems. Duties include a wide and diverse array of duties that include receiving and processing complex health and administrative information and coordinating CITC services for Veterans throughout the CTVHCS service area. I work collaboratively with others such as our outside vendors to resolve issues in coordination of care for the veterans. I can work independently, perform position responsibilities with little to no supervision by demonstrating the ability to set priorities and deadlines, adjusting the flow and sequence of work to meet team and/or patient needs. Some of my duties are listed below that I perform on a daily.
- Performs requests/referrals to ensure all required and necessary administrative actions are completed within established time frames; and serves as a trusted resource for Veterans being referred out to the community that can help clarify the CITC process and provides accurate contact information for our vendors.
- Respond to both patient and community care provider concerns via secure email or phone and help find ways to resolve those problems.
- Coordinating CITC consult for Veterans throughout the Central Texas Healthcare System. Work collaboratively with others to help ensure that Veterans care is completed as efficiently as possible.
- In charge of coordinating dialysis care for community care and all Central Texas community care vendors to include handling of billing issues that may arise.
- Performs responsibilities independently with little supervision, and demonstrate the ability to set priorities and deadlines, adjusting workflow and sequence of work to meet team and/or patient needs.
- Utilizes ACD system to receive phone calls from veterans, family members, community vendors, and VA providers/staff. Respond appropriately to ensure messages are communicated to PAS staff in a timely manner.
- Establishes effective and constructive working relationships with CITC providers, and staff to expedite approval on consult requests. Collaborates well with community care providers to help resolve issues on requests, stat information/data, ensuring correct data is sent to the provider to schedule appointment to include any supporting documentation needed for each referral.
- Gathers information accurately for proper processing to ensure patient care/treatment is not delayed. Assist the CITC RNs to obtain clarification or additional information needed to process requests/referrals.
- Monitor the status of each CITC referral, maintain a timely follow up of each consult and ensure packet has been transmitted and uploaded with accuracy for completion. Ensure that each veteran consult/referral is completed in accordance with established processes related to release and confidentiality of veteran information.
- Assume the role of identifying, developing steps or processes to help resolve problems related to CITC and its vendors.
- Serves as the primary administrative contact and subject matter expert for the CTVHCS CITC program.
- Serves as a trusted resource for patients referred through the community care program and provide accurate information related to specific CITC providers and CITC progress.
- Receive phone calls utilizing the ACD system from veterans, family members, community vendors, VA providers/Staff providing excellent customer service. Responds appropriately and/or ensures messages are communicated to PAS staff in a timely manner.
- Establish constructive and effective working relationships with office staff of CITC providers to effectively schedule appointments, resolve issues, and ensure smooth ongoing patient care.
- Establish collaborative relationships with VA providers and their staff to ensure efficient communication and problem resolution related CITC requests and expedite timely approval.
- Ensure requirements for each consult/referral are clearly outlined. Identify supporting information or documentation for each referral. Collaborate with CITC RNs to obtain clarification or additional information to process requests/referrals.
- Utilize websites/portals for the vendors to upload referrals, retrieve appointment information, review notifications, access results, and communicate with the vendors. Systems include, CTM, CPRS, HSRM, REFDOC, RightFax, JLV, EPIC BSW, EPIC Seton, TriWest Portal, VISTA R2, Myhealthevet, PPMS.
- Provide released records in accordance with Privacy regulations and requirements and follow established guidelines for medical record management involving release of information.
- In charge of dialysis scheduling for all Central Texas healthcare system to include working daily with social worker to coordinate dialysis care and movement. Scheduling and adjusting dialysis dates if needed. Works daily with multiple scheduling systems such as the RAS system (Referral Authorization System), HSRM (Health share Referral Management System), PPMS (Provider Locator System) simultaneously to create authorizations for dialysis care.
- Heavily involve in training new employees for my team and many others in CITC that have needed help with understanding CITC systems to include using the new CTM program, pulling task list from HSRM, Scanning, using the consult report, JLV and many other programs we use on a daily. Have put together meetings collectively with my team to discuss ideas and talked about ways to improve our team numbers and how to help our veterans.
- Supervisor: Dorothy Miller 254-981-1440
- Hours per week: 40
Medical Support Assistant
PAS/CTVHS
02.2019 - 04.2020
- Performs multiple administrative duties related to patient care such as providing excellent customer service at making and receiving phone calls from veterans and their family members, community vendors, as well as internal dept phone calls.
- Utilizing the Automated Call Distribution (ACD) system; documenting phones calls into the Computerized Patient Record System (CPRS) and following established guidelines.
- Enter in daily ER notifications for emergency room visits outside of the VA with accuracy and notifying the appropriate nurses for approval. Notify outside facilities with approval or denial status of ER notifications within the established time frame.
- Assist veterans and vendors with ER billing issues and try to resolve them efficiently and accurately. Completes daily review of CITC consult report to identify all active/pending community care consults and determine if additional action is required, such as requesting medical records, updating the consults for completion.
- Assist walk in veterans who need help with outside of the community ER bills and try to resolve them face to face. Assist the nurses with inpatient rehab authorizations, inpatient transfers from outside facilities to the VA to include ER to ER transfers.
- Help find ways to streamline the work process and actively participates in employee survey meetings to find common ground for both employees and upper management. Have the knowledge and skills to utilize various computer equipment and systems such as FBCS, VISTA, CPRS, EPIC and Microsoft office; more than capable of troubleshooting minor problems and have been able to assist others as well.
- Keep up to date with the changes in processes and procedures involving CITC by complying with mandatory training requirements. Responds to and actively involved in trying to find a resolution to TriWest authorization issues with AMSA’s.
- Collaborates with the nursing staff to ensure the information is accurate or if additional information is needed to process ER claims; making sure medical records involving release of information procedures are followed; Review and upload medical records into CPRS/VISTA imaging system and alerting the appropriate providers and nurses for review. Review, process, and upload clinicals daily to include discharge summaries, inpatient rehab requests, CLC referrals.
- Schedule Consult appointments using VISTA; Updating Observation/Inpatient hospital stays notes in the TriWest Portal for scheduled procedures; completing TriWest notifications within the portal daily and identify scheduled appointments
- Supervisor: Sabina Miller 254-981-1606
- Hours per week: 40
Secretary/Surgery Scheduler Hand and Sports
BSW Temple Orthopedics
05.2017 - 01.2019
- Managed day by day operations for all Hand and Sports Medicine department. Performs all aspects of patient scheduling activities and provides administrative and secretarial support for the Hand Surgery/Sports Medicine Department for multiple providers.
- Maintains the physicians’ schedules, utilizing EPIC system as necessary; maintains calendar of events for Hand and Sports Doctors.
- Provide accurate and prompt coordination of scheduling, rescheduling and cancellation of physician appointments, coordinates changes, postponements, cancellations, and preferred order of surgery cases with physicians’ secretaries as well as Surgical Services and Day Surgery Units. Informs Surgical Services of possible conflicts of use of equipment in the Operating Room and coordinates posting of cases involving multiple services and surgeons.
- Coordinates with physician OR schedules for multiple facilities such as the Pavilion, Main Hospital and McLane Children’s. Documents OR cases using physician orders, promptly and accurately facilitates ancillary results to medical records or routes for appropriate follow through, interprets physicians’ orders to correctly order ancillary tests in accordance with current CPT criteria, ensuring that an appropriate ICS code has been attached to the order and reflects the clinical history as indicated by the physician.
- Enters data in OR scheduling system, generates and scan in consent forms and files appropriately.
- Independently schedules appointments, handles cancellations/reschedules or consults, verifying insurance i.e., Co-pays and pre-authorizations and updating patient demographics. Monitoring both inpatient and outpatient appointments.
- Taking calls from the contact center and ensuring emergency calls vs. non-emergency transfer calls. Entering no-show information and monitoring the appointment wait list.
- Set up meetings, notifies participants, coordinates all aspects of effective meeting practices including room reservations, obtaining registration and other fees, and submitting appropriate travel reimbursement using Concur system.
- Prepares correspondence, reports in timely manner. Establish, maintains, and dispose of files, Order business supplies or departmental supplies. Perform a wide variety of reports and record keeping supporting departmental programs and projects.
- Maintain all office and electronic files, receives, and directs callers and visitors. Receives or gives out forms and assists with visitors or callers with completion of forms or documents. Responds to questions from patients, administrative staff, and professional staff regarding release of information.
- Greets visitors, guests and patients promptly and courteously; ascertains their needs and helps; functions as a liaison between physician and others (i.e. patients, outside agencies and organizations, pharmaceutical and medical supply companies and various internal departments.), processes medical records timely; accurately completes patient admission as necessary. Do searches for records or files to compose responses, including electronic searches to retrieve and summarize hard to locate information. Screens for the accuracy and assure that the most urgent request are priority. Completes and process routine releases of information to other outside facilities, patients and their families, insurance representatives, physicians and hospitals when requested.
- Operates computers, printers, fax machines, and scanner. Handle patient issues or complaints as they come in. Inputs and update documents such as FMLA/ Short Term Disability paperwork in a timely manner.
- Handle mails pick up and distribute the mail properly to each floor. Effectively composes and edits confidential correspondence and documents related to patient care and sensitive administrative issues in accordance with established policies and procedures and creates, maintains, and utilizes appropriate databases effectively and prepares accurate reports.
- Supervisor: Rubysela Steward 254-724-0341
- Hours per week: 40
Patient Service Specialist
McLane Children’s Pediatric Clinic
07.2015 - 04.2017
- Provide clerical support for the Pediatric Clinic. Daily responsibilities include coordinating patient care and activities.
- Promptly answer/screen phones calls, routing to proper department or personnel. Ensure availability and completeness of medical records. Coordinate with physicians the completion of charge documents for correct billing services. Promptly and accurately file medical records for patients and route for appropriate follow up.
- Accurately complete orders for billing purposes in accordance with computer system protocols, CPT criteria, and regulatory guidelines. Promptly obtain and verify patient insurance information making sure it is up to date in EPIC system.
- Accurately schedule referrals and orders from Clinic work queue to help keep referrals numbers down. Work patient missing registration items to include reloading proper insurance information and attaching it to future appointments. Track ADHD, WCC and No Shows daily to help improve clinic workflow. Make daily reminder calls and prepare paperwork for the next day appointments.
- Maintain physician schedules to maximize resource utilization of senior staff. Schedule, reschedule and cancel physician appointments to maximize resource utilization of senior staff for efficiency. Maintain physician schedules to accurately reflect utilization of time on a daily, weekly, and monthly basis using appropriate descriptive block codes. Update physician same day appointment books and promptly notify patients of any changes.
- Answer patient calls, staff messages and patient advice requests in a timely manner. Revise daily template as required to reflect desk location, activity types and administrative comments. Ensure appointments are correctly linked to the correct order or referral, guarantor, and insurance.
- Coordinate patient needs to facilitate patient care planning activities and create a positive experience for the patient. Greet patients and ascertain their needs in a professional and courteous manner. Coordinate and direct patient flow at the front desk. Instruct patients in preparation of tests and procedures, routings, locations, and other general information in a professional courteous manner and in accordance with established policies and procedures.
- Interpret physician’s orders to correctly order ancillary tests in accordance with current ICD-10 codes and CPT codes, ensuring appropriate codes have been attached to the order and appointment scheduled. Coordinate hospital admissions and transportation for patients. Comply with Scott and White safety policies and procedures and regulatory requirements. Perform job duties in a manner consistent departmental safety policies and procedures. Complete update on safety through the organization’s computerized education system on an annual basis, read and understand policies and procedures outlined.
- Supervisor: Bettye Quinn 254-760-0986
- Hours per week: 40
Store Associate/Cashier/Returns
Hobby Lobby
10.2014 - 06.2015
- Responsible for greeting customers, provided excellent customer service. Operated cash register takes cash and/or process credit/debit card payments accordingly. Maintained and balanced the cash register accurately to include accurate returns. Received/unloaded deliveries and stocked merchandise. Maintained store in a neat and organized manner. Answered phone calls and assisted customers with questions about in store products and merchandise. Unload merchandise on truck days and organized displays around the store. Help maintain a clean and orderly store, utilize product knowledge to promote sales, stay informed of store policies and procedures, ability to communicate professionally in person and by phone, enter register transactions accurately while maintaining excellent customer service.
- Supervisor: Gus Harrell 254-778-9471
- Hours per week: 40
Personnel Finance Administrative Specialist/Mail Clerk
09.2000 - 09.2004
- Responsibilities include preparing a variety of recurring correspondence, internal reports, memorandums, finance and pay to include all other administrative duties such as, proofread and finalized documents prepared by others.
- Handled, process and distribute mail with security clearance. Experienced in Microsoft Word, Excel, PowerPoint, and Outlook. Provided general clerical office support to include receives phone calls and refer customers to the proper office and furnish information requested.
- Maintained a variety of office files, records, making appropriate disposition, completed data for reports, charts or records by extracting data from documents, compute quantities such as total, subtotals, percentages, and averages.
- Organized, maintained, and reviewed personnel military records. Enter and retrieve personnel information using a computer. Prepared, updated, and coordinated requests for Evaluations of Military Personnel. Prepared and monitored Soldiers request for ID cards and tags, Leave of Absence and Base Passes. Ordered and maintained office supplies. Scheduled training for Soldiers.
- Sit in on promotion boards, took minutes, and prepare promotion packages for over 400 soldiers. Self-motivated and performed well under pressure. Established, updated, and maintained office files.
- Process paperwork to start, stop and change allotments for military members to include Basic Housing Allowance (BAH) and BAS. Assist with pay issues and Leave earning statement changes. Performs budget analysis, requests and estimates for unit projects and review it for accuracy. Assist in preparation of budget expenses, project costs and adjustments. Provide financial advice, budget support for presentation to departmental leaders. Analyze workloads while maintaining and conforming to procedures and guidelines.
- Responsible for handling and processing all soldiers’ awards within the company. Prepared over 300 awards: for training missions and field operations.
- Deployed to Iraq in support of Operation Iraqi Freedom. A driver for the Commander and fellow peers on a Convoy traveling 800 miles from Camp Udari, Kuwait to FOB Speicher, Iraq. Performed various tasks with minimal supervision within Headquarters Company, such as updating and logging aircraft flights for the day, processing BAH and BAS documents for soldiers. Conducting promotion boards and notifying commanders of status. Handled pick-up and drop-off of the mail for soldiers, to help boost morale. Coordinated and supported all S-1 efforts ensuring the company was properly prepared to support the mission.
Education
Associate of Science - General Studies
Temple College
Temple, TX08.2011
High School Diploma -
Leone High School
06.2000
Skills
- Proficient in Word, Outlook, Excel, PowerPoint
- Skilled in working under pressure and adapting to new changes
- Attention to detail and excellent organization skills
- Conflict resolution techniques
- Patient-focused care
- Reliable team player
- Strong communication skills
- Resourcefulness and initiative
Accomplishments
- Recognized for going above and beyond the call of duty.
- Collaborated with team of [Number] in the development of [Project name].
Certification
- Certificate of Commitment/I Care Award 2019-09-27
- Certificate of Commitment/ I Care Award 2019-06-07
- Work on Multiple VA System Programs CPRS, Vista Scheduling GUI, Vista R2, FBCS, JLV, RAS, Vista Capture, Epic, TriWest Portal, PPMS, Consult toolbox 2.0, MYHEALTHVET, CTM, HSRM
- HIPPA and Privacy Act
- Cyber Awareness
Languages
Samoan
Native or Bilingual
Timeline
Advanced Medical Support Assistant
PAS/CTVHS
05.2020 - Current
Medical Support Assistant
PAS/CTVHS
02.2019 - 04.2020
Secretary/Surgery Scheduler Hand and Sports
BSW Temple Orthopedics
05.2017 - 01.2019
Patient Service Specialist
McLane Children’s Pediatric Clinic
07.2015 - 04.2017
Store Associate/Cashier/Returns
Hobby Lobby
10.2014 - 06.2015
Personnel Finance Administrative Specialist/Mail Clerk
09.2000 - 09.2004
Associate of Science - General Studies
Temple College
High School Diploma -
Leone High School
Section name
- Trained and mentor coworkers.
- 20 plus years of excellent customer service
- chosen to work multiple strike team projects for CITC to lower consult volumes.
- worked on yellow belt for six sigma project for CITC process workflow chart as a guide for the detail team helping CITC.