Kalana Jackson

Work History

Veterans Service Representative

Veterans Benefit Administration

05.2023 - Current

Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
Utilized VBMS CORE & VBMS A to compose correspondence letters to explain current status of applications and request additional documentation.
Approached issues proactively to best meet current and future community needs.
Supported clients through development of new life skills, obtaining resources and transitioning back to society.
Kept case files updated, accurate and aligned with requirements.
Helped clients navigate social services system and access needed resources.
Assisted veterans and dependents in preparing forms and documents to present claims for benefits.

Medical Assistant/Substance Abuse Technician

Drug Rehabilitation Metro Health Medical Center

Parma, Ohio

11.2015 - 04.2021

Supervised, trained and coached team of medical assistants
Guided patients to room, recorded vital signs, discussed patient medical history and entered information for physician or other clinical staff to review
Set up, cleaned and stocked examination rooms with medical supplies
Prepared daily charts by creating and updating electronic health records system data prior to patient visits
Assisted patients with registration, new patient paperwork and check-out process
Communicates with 911 dispatchers, emergency responders, and Mental Health mobile units to get emergency services to imminently suicidal individuals
Utilizes multiple software programs and Internet search engines concurrently along with critical, creative thinking to locate imminently suicidal Veterans
Conduct follow up chart checks to ensure Mental Health Patients consults are provided
Scheduled patients by collecting screening information or presented nurse with clinical information to triage urgent patient needs
Provided direct support to substance abuse patients while collaborating with clinical staff to develop and implement treatment plans.
Facilitated group therapy sessions and educational activities, guiding patients through therapeutic exercises and skill-building.
Conducted drug and alcohol screening and maintained detailed progress reports on patient behavior and treatment outcomes.
Build strong rapport with diverse patient population while managing treatment schedules and appointment coordination.
Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment
Interviewed and engaged patients to obtain medical history, chief complaints and vital signs
Educated patients about medications, procedures and physician's instructions
Organized charts, documents and supplies to maintain team productivity
Contacted pharmacies to submit and refill patients' prescriptions
Secured patient information and maintained patient confidence by completing and safeguarding medical records
Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes
Efficiently performed insurance verification and pre-certification and pre-authorization functions
Assessed, documented and monitored vital signs for patients within outpatient setting.
Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.

Mental Health Technician

University Hospital - University Health System

Cleveland, Ohio

01.2011 - 04.2015

Performed scheduled patient safety checks and documented results to establish patients' well-being.
Improved patient well-being by providing compassionate care and support during their mental health journey.
Implemented evidence-based therapeutic interventions to help clients manage mental health difficulties.
Contributed to a culture of excellence within the facility by consistently upholding high standards of care and actively seeking opportunities for improvement.
Implemented crisis intervention and de-escalation techniques in high stress mental health situations.
Maintained detailed patient records and behavior documentation while ensuring safe environment protocols.
Conducted regular patient monitoring and therapeutic activities in inpatient mental health settings.
Applied conflict resolution strategies to support patient stability and treatment success.
Connected clients with employment opportunities and community resources, facilitating successful transition to workforce.
Conducted vocational assessments and developed individualized employment plans based on clients abilities and goals.
Established partnerships and local employers and agencies to create job placement opportunities.

Advanced Medical Support Assistant

VA Hospital

Cleveland, Ohio

08.2021 - 05.2023

Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
Maintained a strong understanding of insurance policies, enabling prompt resolution of billing discrepancies and reduced claim denials.
Mailed patient appointment letters.
Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
Verified and updated clinical records.
Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
Handled prescription refills requests promptly under the supervision of healthcare providers for improved medication adherence among patients.
Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
Streamlined front desk operations for improved workflow and reduced wait times.
Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
Interviewed patients to verify and update clinical and demographic records.

Home Health Aide

The Visiting Nurse Association

Cleveland, Ohio

02.2004 - 03.2011

Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
Maintained a clean and safe home environment for patients, reducing falls and accidents.
Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
Assisted clients with daily living activities, enhancing their independence and quality of life.
Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
Followed nutritional plans to prepare optimal meals.
Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
Implemented therapeutic interventions as directed by healthcare providers, improving patient comfort and mobility.
Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
Monitored changes in clients' conditions to report concerns to supervisor.
Directed patients in simple prescribed exercises to assist with daily physical therapy routines.

Residential Youth Worker

Parmadale Institution

Parma, Ohio

02.2000 - 02.2004

Maintained confidentiality of sensitive resident information in accordance with HIPAA regulations.
Enhanced youth development by implementing individualized care plans and engaging in therapeutic activities.
Coordinated with educational institutions to ensure proper accommodations were made for each resident''s academic success.
Developed strong relationships with residents, fostering trust and open communication to address personal issues.
Provided comprehensive supervision and emotional support in residential treatment program for at-risk youth.
Facilitated educational support and therapeutic activities promoting positive behavioral development.
Implemented behavior management strategies while ensuring safe environment for troubled teens.
Managed residential care for diverse youth population including basic needs, education and religious structure through Catholic Charity program.
Coordinated daily living activities while maintaining structured environment for vulnerable youth population.
Developed life skills training programs preparing youth for independent living and workforce integration.
Facilitated transition planning including job readiness, financial literacy, and community resource navigation.

Summary

Overview

Work History

Veterans Service Representative

Medical Assistant/Substance Abuse Technician

Mental Health Technician

Advanced Medical Support Assistant

Home Health Aide

Residential Youth Worker

Education

Some College (No Degree) - Medical Assistant

Associate of Science - Human Service

Skills

Reference

Timeline

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