Kadesha M Wiley
Summary
Dedicated Medical Support Assistant focused on delivering high-quality patient care while streamlining processes. Executed services with imaging, healthcare data and record reviews to support operations. Flexible and resourceful with expertise adapting to changing patient care environments.
Skilled in remote project coordination, with rich experience in managing various tasks including scheduling, budgeting, and communication. Strong emphasis on organization and time management abilities to ensure smooth operation of projects. Proven ability to adapt quickly to new technologies, demonstrating proficiency in digital collaboration tools. Previous work has resulted in improved efficiency and successful project completions within designated deadlines.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
Lead Medical Support Assistant
Department of Veterans Affairs
Hines
06.2021 - Current
- Coordinated patient appointments and managed scheduling for veterans' medical services.
- Assisted healthcare providers with patient intake and documentation processes.
- Managed electronic health record systems to ensure data accuracy and confidentiality.
- Managed inbound customer inquiries with professionalism and efficiency.
- Documented customer interactions accurately in the CRM system.
- Trained new representatives on call handling procedures and company policies.
- Maintained a positive attitude while handling high call volumes daily.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Attended regular training sessions on updates and changes within the industry or organization.
- Supervised daily operations of call center team ensuring smooth workflow
- Trained new agents on customer service protocols and call handling techniques
- Monitored call quality and provided feedback for performance improvement
- Collaborated with management to develop training materials for ongoing education
- Participated in hiring interviews and selection process for new team members.
- Resolved customer complaints using active listening and problem-solving skills.
Health Center Manager
Access Community Health Network
Chicago
03.2012 - 06.2021
- Supervised daily operations of health center to ensure efficient service delivery.
- Managed staff schedules and assignments for optimal workforce utilization.
- Implemented health programs to meet community needs and enhance patient care.
- Processed insurance claims using electronic billing systems efficiently.
- Reviewed patient accounts for accuracy and compliance with regulations.
- Analyzed revenue cycle data to identify areas for improvement consistently.
- Processed appeals related to denied or rejected claims in a timely manner.
- Collaborated with healthcare providers to clarify billing discrepancies.
- Maintained current knowledge of coding guidelines and regulations.
- Ensured timely filing of all claims within established guidelines.
- Analyzed patient accounts for errors, inaccuracies or discrepancies in billing documentation.
- Filed and submitted insurance claims.
- Maintained current CPT, HCPCS codes library as well as ICD-9, 10 CM diagnostic codes.
- Processed corrections and adjustments as needed to ensure accurate payment from third party payers.
- Developed policies to improve clinic workflows and patient interactions.
- Facilitated communication between departments to streamline operations and services.
- Monitored inventory levels and ordered supplies to maintain clinic functionality.
- Engaged with community partners to promote health initiatives and outreach efforts.
- Scheduled appointments for patients according to their needs and preferences.
- Monitored inventory levels of medical supplies and equipment used in daily operations of the health center; placed orders when necessary.
- Attended meetings with local government officials or community leaders to discuss public health issues affecting the area served by the health center.
- Provided leadership and guidance to staff members on a wide range of topics, such as patient care, customer service, safety protocols.
- Participated in strategic planning initiatives aimed at improving access to healthcare services offered by the health center.
- Maintained employee records and ensured data accuracy in HR systems.
- Assisted in recruitment processes by screening resumes and scheduling interviews.
- Coordinated new hire orientations and facilitated onboarding experiences.
- Supported payroll processing by verifying employee time sheets and attendance records.
- Responded to employee inquiries regarding benefits, policies, and procedures.
- Assisted in recruiting and hiring processes by conducting phone screens, scheduling interviews, and completing reference checks.
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
- Performed administrative tasks related to payroll processing or benefit administration.
Certified Medical Assistant
Access Community Health Network
Chicago
09.2006 - 09.2012
- Assisted physicians in patient examinations and procedures.
- Prepared and maintained examination rooms for patient visits.
- Recorded patient histories and vital signs for medical records.
- Scheduled appointments and managed patient follow-up communications.
- Utilized electronic health record systems for accurate documentation and reporting.
- Administered injections, immunizations, medications, wound dressings and other treatments according to physician instructions.
- Maintained cleanliness in examination rooms by stocking supplies and disposing of used materials properly.
- Conducted diagnostic tests such as EKGs or hearing screenings in accordance with established protocols.
- Answered patient calls promptly and directed inquiries to the appropriate department when needed.
- Collected urine samples from patients for drug screens or pregnancy tests when necessary.
- Prepared specimens for laboratory testing and performed routine laboratory tests.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Assisted in minor surgical procedures such as suturing lacerations or removing stitches under the direction of a physician.
- Interviewed patients to verify information, record medical history and confirm purpose of visit.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Administered rapid tests for COVID and strep to help clinical staff assess conditions.
- Contributed to office operations by triaging patients by severity of medical complaint.
- Verified patient insurance eligibility and processed authorization requests.
- Coordinated patient referrals between healthcare providers and specialists.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Adhered to HIPAA regulations when handling confidential patient information.
- Compiled, recorded, or coded data from referrals or surveys using computer or specified form.
Education
Bachelor of Science - Health Administration
Olive Harvey College
Chicago, Illinois 08.2022 - 06.2024
Certificate Of Completion - Medical Assistant
Olympia
09.2005 - 08.2006
Skills
- Electronic health records
- Patient scheduling
- Claims processing
- Medical billing
- Staff supervision
- Quality assurance
- Data analysis
- Effective communication
- Training and development
- Healthcare administration
- Medical terminology proficiency
- Insurance verification
- Certified in basic life support (BLS)
- Medical office management
Timeline
Bachelor of Science - Health Administration
Olive Harvey College
08.2022 - 06.2024
Lead Medical Support Assistant
Department of Veterans Affairs
06.2021 - Current
Health Center Manager
Access Community Health Network
03.2012 - 06.2021
Certified Medical Assistant
Access Community Health Network
09.2006 - 09.2012
Certificate Of Completion - Medical Assistant
Olympia
09.2005 - 08.2006