KESHAWN MORROW
Chapel Hill,NC
Summary
Advanced Medical Support Assistant with experience supporting high-volume Veteran access operations within the Veterans Health Administration. Demonstrated expertise in Community Care coordination, inbound call management, and appointment scheduling in accordance with VHA national guidelines. Proven ability to independently prioritize workload, maintain high accuracy, conduct audits, analyze performance data, resolve escalated concerns, and support leadership through reporting, workflow improvement, and staff training.
Overview
3
3
years of professional experience
Work History
ADVANCED MEDICAL SUPPORT ASSISTANT
Veterans Healthcare Administration
Durham, NC
07.2023 - Current
- Schedule, cancel, and reschedule appointments across VA scheduling systems in compliance with VHA national scheduling guidelines, with emphasis on Community Care coordination.
- Process 200+ Community Care consults weekly with a demonstrated 0–1% error rate, ensuring accuracy of authorizations, documentation, and scheduling. Maintain 100% compliance during internal audits and chart reviews, with zero findings related to scheduling accuracy or consult management.
- Interpret and verify provider orders to ensure appropriate routing and completion of patient care services.
- Coordinate scheduling and administrative support across multiple high-acuity specialty care areas, including mental health, cardiology, gastroenterology, pulmonology, dermatology, and imaging services, ensuring timely access to care, appropriate routing, and adherence to clinical urgency and provider-directed priorities.
- Utilize multiple VA and external systems including CPRS, JLV, Vista Imaging, HSRM, ISS, CTM, as well as external EHR platforms such as Epic to support Veteran care coordination, documentation accuracy, and scheduling operations.
- Manage high-volume inbound Veteran contacts through telephone, secure messaging, and various other avenues, ensuring timely access to care and accurate resolution of requests.
- Screen incoming Veteran concerns and independently route to appropriate clinical or administrative services, escalating symptomatic concerns when necessary. Assist with resolution of escalated calls and service recovery for complex scheduling and access issues. Consistently respond to Veteran, provider, and community partner inquiries within 24 hours, improving reliability and trust in VA services.
- Collaborate with interdisciplinary teams and providers to coordinate care and maintain continuity of services.
- Maintain and update service line reference tools to improve scheduling efficiency and staff access to specialty care information.
- Conduct self-audits of scheduling and consult management processes to identify errors and improve workflow efficiency and ensure compliance with VA policies.
- Independently extract and analyze consult data from multiple VA systems to design and maintain daily Excel worklists, enabling workload prioritization, alignment with team operational priorities, and improved efficiency in Community Care consult management and Veteran access to care.
- Assist supervisors with Patient Advocate and White House complaint responses, including research, documentation, and coordination with departments for resolution.
- Provide administrative and technical support to providers and supervisors across communication systems and workflow platforms.
- Train and mentor staff in scheduling procedures, documentation accuracy, and workflow best practices.
- Supervisor: Nickie Atkins (Contact: Available upon request) | GS-0679-06-03 | $57,754/year | 40+ hours/week
Education
High School Diploma -
Chapel Hill High School
Chapel Hill, NC06.2019
Skills
- Supported appointment scheduling following VHA guidelines
- Managed call center volume and inbound queue workflow
- Coordinated community care referrals and related follow-up
- Provided administrative support and assistance to providers
- Processed secure messaging and communication platform requests
- Reviewed scheduling records and corrected errors
- Trained staff on procedures and workflow expectations
- Assisted with workload review and task prioritization
- Used VA systems: CPRS, JLV, VISTA Imaging, HSRM, ISS, CTM
- Used electronic health record systems: EHR, Epic, and CareLink
- Used Microsoft Office Suite for daily administrative tasks
Timeline
ADVANCED MEDICAL SUPPORT ASSISTANT
Veterans Healthcare Administration
07.2023 - Current
High School Diploma -
Chapel Hill High School