Kim Carter
Houston,TX
Summary
Accomplished at Michael E. DeBakey VA Medical Center, Leveraged expertise in Microsoft Applications and supervisory capabilities to enhance administrative efficiency by 30%. Adeptness in medical terminology and clinical quality standards, alongside a proven track record in improving customer satisfaction, underscores ability to meet and exceed employer expectations.
Overview
10
10
years of professional experience
Work History
Supervisory MSA-GS 7 Step 2- FT/40hrs-wk
Michael E. DeBakey VA Medical Center
12.2023 - Current
- Streamlining operations for increased efficiency through regular process reviews and implementing necessary changes
- Coordinates personnel management program, performing or overseeing full rage of human resources requirements. Acts as liaison with facility HR management service covering personnel-related matters.
- Promptly acknowledge and address any issues that arise.
- Quality check MSA's workload RTC's, Appointment notes, running audits. Providing staff with Metrics on monthly basis.
- Providing administrative support duties to Management through researching and reviewing controlled correspondence for Chief, manager and patient advocates to prevent PATS r, complaints, confessional's by being liaison with patient advocates to resolve issues toward positive outcomes. Supporting employees to ensure customer satisfaction through education of staff and implementation of policies.
- Assisting staff with technical related matters including but not limited to phone/ computer access, software shut down, loss of internet etc.
- Implementing changes in day to day operational methods. Effectively improving customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Monitoring productivity metrics. Creating graphs of metrics to share results and trends with staff in order to increase improvement.
- Enhanced patient satisfaction by streamlining appointment scheduling processes and reducing wait times.
- Boosted staff morale and performance through effective communication, training, and team-building initiatives and huddles.
Supervisor MSA- GS 7 Step 2 FT/40hr-wk
Jesse Brown VA Medical Center
12.2022 - 12.2023
- Responsible for all service level HR functions from initiation, tracking to completion
- Creating, editing and distributing SOP's for medical support and transportation assistants within Veterans Experience Service.
- Streamline operations for increased efficiency through regular process review and implementing necessary changes for 20 employees on three shifts.
- Prepare, collect data and research traffic and patient flow studies, for ELT presentation.
- Works in collaboration with other members of expanded health care members throughout facility including Non-VA Care providers, contractors, nursing home facilities, social workers, behavioral health providers, Chaplain, to provide seamless experience and coordination of care.
- Performing administrative duties to assist section Chief and Manager not limited to, researching current and developing new policies, systems planning, accurate monitoring and strategic evaluations of processes and systems. Creating spreadsheet that display development and implementation of quality improvement plan.
- Improved customer satisfactions with timely response to inquiries, PATSr, complaints, addressing concerns and finding effective solutions.
- Weekly huddles with Service Chief, Manager and supervisors to discuss policies, plans, procedures, methods and actions of administrative nature.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Collaborated and maintained effective contact with other departments to achieve organizational goals. fostering teamwork across various functions.
- Primary timekeeping ensuring timecards were validate and certified in timely manner.
Lead MSA GS 6 Step 2 FT 40hr-Weekly
Jesse Brown VA Medical Center
04.2022 - 12.2022
- Responsible for assisting the supervisor with training staff, completing training checklist and following up on training to ensure compliance.
- Acting in the absence of the supervisor, resolving issues at the lowest level. Reporting issues and concerns to the chain of command.
- Assisting supervisor in organizing powerpoint slides and printing out documents to ensure huddles were efficient and organized. Following up after huddles to monitor new tasks are being carried out correctly.
- Monitors workload and clinic flow for needed reassignment's and adjustments to ensure efficience and effective flow.
- Providing support for staff working the frontline in times of staffing shortages, break/lunch, and overflow of clinics.
- Prioritizing duties and ensuring completion by due date. Responding to emails within 24 hours and following up on requests.
- Observe staffing for shortages, call offs and leave. Delegating duty stations for subordinates based on the needs of the service ensuring proper coverage.
- Optimized clinic operations during peak hours through time management strategies tailored specifically for high-volume periods
- Ordering supplies for staff, distributed supplies as needed.
- Medical support assistant responsibilities: scheduling, canceling, rescheduling appointments for PCP and Specialties. Calling patients for return to clinic orders and consults. Processing no shows, reminder calls, separating and creating RTC clinic lists. Verifying and updating demographics, entering insurance information, clearing ICB. Using wait and drive time calculator for CIC eligibility. Faxing documents for eligibility and enrollment along with pertinent documentation. Ensuring Veteran is eligible for service.
- Providing hands on training with current and new employees. Monitoring and assisting with complex problems, with consults, RTC's placed for the incorrect clinic, by providing clear and concise information, sending email to the MSA and supervisor to ensure training has been documented and acknowledged.
- Applying time in VATAS daily for all staff in service, acting as the primary timekeeper for service. Collaborating with payroll to ensure correct codes were applied for off and special tours.
Advanced MSA GS 6 Step 1 FT 40hr-weekly
Jesse Brown VA Medical Center
04.2021 - 04.2022
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders
- Streamlined front desk operations for improved workflow and reduced wait times
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments
- Maintained strict compliance with HIPAA regulations, ensuring protection of sensitive patient information
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy
- Maintained and obtained medical records
- Mailed patient appointment letters for approximately 80 Veterans daily
- Ensured approximately 80 Veterans were checked in for appointments in timely manner, Checked out received all necessary documents including follow up appointments
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
Patient Care Coordinator Full-time 20 Hours Weekly
University of Chicago Hospitals and Clinics
04.2021 - 04.2022
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow for a 50 bed unit
- Streamline communication between patients and healthcare providers insurance timely responses to inquiries and concerns
- Coordinated with insurance companies for accurate billing and claim processing reducing errors and financial discrepancies
- Reduced wait times by empty and effective appointment remain or reminder system for patients, minimizing, no-shows, and late arrivals
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patience through expanded resources.
Medical Support Assistant GS 5 Step 1 FT-40/HR
Jesse Brown VA Medical Center
11.2020 - 04.2021
- Improved patient satisfaction by efficiently scheduling appointments and managing phone lines
- Enhanced office workflow for medical staff by maintaining accurate records and timely data entry
- Streamlined patient unit check-in process with effective communication and organization skills
- Provided compassionate support, addressing patient concerns and inquiries in professional manner for 20 patient unit
- Reduced billing errors by diligently verifying insurance coverage and obtaining necessary authorizations prior to procedures
- Supported clinical staff by preparing examination rooms, ensuring cleanliness and availability of required supplies
- Ensured optimal levels of inventory through efficient ordering and stocking of essential supplies within budget constraints
- Participated in ongoing professional development opportunities, staying current on industry best practices and regulatory guidelines.
Contracting Office Representative Full-time
All-time Wrecking and Hauling
03.2015 - 01.2021
- Safeguarded sensitive information related to contracts or procurement activities by adhering to strict confidentiality protocols at all times
- Evaluated contractor performance regularly, providing constructive feedback and guidance to ensure continuous improvement and service delivery
- Coordinated with post award staff to advise on contract compliance regarding execution, financial discrepancies payment terms, deliverable timelines, and security breaches
- Tracked contract performance metrics and reported issues or noncompliance with appropriate stakeholders
- Completed monthly profit and loss performance reports
- Maintain a professional report with local officials, neighboring businesses, and community representatives
- Managed payroll unemployment Workmen's Compensation documents for 15 temporary and permanent employees
- Met type deadlines consistently by prioritizing task effectively quickly adapting to changes in priorities or project scope when necessary
- Optimize suppliers selection process with thorough evaluation criteria insuring the most qualified contractors were chosen for each project.
Education
Associate of Applied Science - Ophthalmic Technology
Triton College
River Grove, IL06.2018
Associate of Arts - Liberal Arts And General Studies
Triton College
River Grove, IL06.2017
Some College (No Degree) - Certified Nursing Assistant
Olive Harvey College
Chicago, IL06.2000
High School Diploma -
Josephinum High School
Chicago, IL06.1999
Skills
- Proficient knowledge in Medical Terminology,
- Comprehension of clinical quality program standards
- Fully proficient in Microsoft Applications-Word, Excel Outlook, Power Point, Teams with 10years experience
- Supported Service Chief of VEO, managers and two supervisors meeting deadlines, managed customer visits, and organized employee recognition events which improved administrative efficiency by 30%
- Six years of contract management experience as a Contracting Officer Representative
- Extensive knowledge of VA apps; CPRS, VISTA, VSE, MSS, BISL, GPM, ICB, VSSC possessing over 15 years of clerical experience
- Daily Audits and Monitoring of AMSA's workloads
- Excellent supervisory skills with 11 years of experience
- Extensively versed in time and attendance via VATAS
- Timekeeping and Management via VATAS
- Experienced trainer for scheduling systems including VSE, ISS, VISTA, CERNER, EPIC
Desired Position
Lead Medical Support Assistant:
CBST-12572864-25-EAG
Additional Information
Ophthalmology Clinicals;
Provident Hospital 8/2016-11/2016: Observation on visual acuity and testing shadowing physician.
Sure Vision 01/2017-12/2017-Observation of certified tech with refractions IOL master OCT hands-on experience with HVF lens optometry assisting with sterile, set up for injections observation with laser.
Kraf 08/2017-12/2017- observation of certified tech with refractions. Hands-on experience with HVF auto refraction and OCT. Afflictions
Affiliations
vASP Mentor(Michael E. DeBakey)~2024-Current: provided mentorship to one mentee meeting with Mentee once a week discussing matters involving being an effective supervisor/leader within the VA providing tips on staying positive during adverse actions following up, maintaining a positive relationship with staff holding staff accountable, appropriate. documentation, reporting appropriately to leadership and more.
JB4BL-Treasurer(Jesse Brown VA)~2020-2023: Accepting, submitting and tracking all order to vested companies. Ensuring company is in compliance with Government. Maintaining records, sharing budgets and select cost effective spending.
Inpatient Ambassadors (Jesse Brown VA) ~2021-2023: Acting as a personal liaison/Patient Advocate for inpatient Veterans on Med/Surg units, ensuring all needs are met, discharge planning in place and immediate needs are up to the patients satisfaction.
Mutual Aid- 2021-2023- Community aid, calling senior and disabled clients that are in need of food and household supplies Calling clients the week before to confirm drop off of goods and additional needs. Packing boxes with supplies for clients, loading vehicles and dropping off boxes to clients.
Timeline
Supervisory MSA-GS 7 Step 2- FT/40hrs-wk
Michael E. DeBakey VA Medical Center
12.2023 - Current
Supervisor MSA- GS 7 Step 2 FT/40hr-wk
Jesse Brown VA Medical Center
12.2022 - 12.2023
Lead MSA GS 6 Step 2 FT 40hr-Weekly
Jesse Brown VA Medical Center
04.2022 - 12.2022
Advanced MSA GS 6 Step 1 FT 40hr-weekly
Jesse Brown VA Medical Center
04.2021 - 04.2022
Patient Care Coordinator Full-time 20 Hours Weekly
University of Chicago Hospitals and Clinics
04.2021 - 04.2022
Medical Support Assistant GS 5 Step 1 FT-40/HR
Jesse Brown VA Medical Center
11.2020 - 04.2021
Contracting Office Representative Full-time
All-time Wrecking and Hauling
03.2015 - 01.2021
Associate of Arts - Liberal Arts And General Studies
Triton College
Some College (No Degree) - Certified Nursing Assistant
Olive Harvey College
High School Diploma -
Josephinum High School
Associate of Applied Science - Ophthalmic Technology
Triton College
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