KIMBERLY CRAWFORD
Olympia Fields,IL
Summary
PROFESSIONAL SUMMARY
Healthcare administration professional with 10+ years of leadership and management experience, including staff supervision, workload distribution, scheduling, employee training, performance coaching, and quality assurance. Advanced Medical Support Assistant with VA Clinical Contact Center and VA Medical Center experience in Veteran care coordination, complex scheduling, provider-order verification, consult management, and clinical team communication. Maintains 95%+ scheduling and call audit scores and an error/rework rate below 0.4% while handling 50+ calls daily. Proficient in CPRS, VistA, VSE, and VHA National Scheduling Guidelines, with a strong record of operational accuracy, service quality, and patient confidentiality.
Overview
4
4
years of post-secondary education
11
11
years of professional experience
Work History
Advanced Medical Support Assistant
VISN 12 Clinical Contact Center
Milwaukee, WI
02.2024 - Current
- Coordinated patient care issues with Patient Call Center Nurses, Pharmacy staff, PACT, and specialty care services to enhance care delivery.
- Schedule and reschedule appointments by interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- Monitored scheduling quality and workflow, reviewed patient information and clinic schedules, and resolved issues to ensure timely access to care.
- Facilitated appointment coordination to ensure patients received timely access to necessary medical services, medication refill/renewal, and tracking requests; document calls and ensure follow-up is completed.
- Assessed nature of each call and Veteran's needs; provided information and first-call resolution using established clinic processes and global knowledge base.
- Use administrative judgment to identify urgent concerns, document messages, and escalate symptomatic or time-sensitive issues to appropriate clinical staff for action.
- Coordinated operational needs during huddles with MSAs and VISN Clinical Contact Center staff.
- Direct Veterans to the appropriate resource or discipline while maintaining patient privacy and compliance with applicable requirements.
Medical Support Assistant
Edward Hines Jr. VA Hospital
Hines, IL
11.2022 - 01.2024
- Managed high-volume call center requests, ensuring timely scheduling of Veterans in Hines VA scheduling system.
- Collaborated with clinical staff to enhance accuracy of patient scheduling and coordination of care.
- Managed high-volume call center requests and scheduled Veterans within the Hines VA scheduling system.
- Evaluated patient information and clinic schedules to determine need for urgent appointments.
- Assisted with onboarding newly hired call center staff and verified and updated patient demographic information.
Customer Service Manager
Right at School, LLC
Evansville, IL
03.2016 - 10.2023
- Recruited, onboarded, managed, and trained new hires across Customer Service and Field Leadership teams; oversaw biweekly professional development training.
- Supervised remote representatives across the United States and coordinated daily work assignments, workload priorities, employee schedules, and coverage needs.
- Provided guidance, in-the-moment coaching, and instruction to staff, including support with policies, procedures, and escalated customer interactions.
- Recruited, onboarded, and trained new hires for Customer Service and Field Leadership teams while managing biweekly professional development training.
- Generated and distributed weekly Quality Assurance reports to monitor service quality and guide performance improvement, contributing to increased customer satisfaction scores.
- Resolved escalated issues and handled inquiries from field teams and clients, routing issues to appropriate teams to prevent service delays.
- Compiled statistical information for monthly reports, reviewed weekly reports, and entered data into company systems.
Administrative Assistant
Chicago Public Schools
Chicago, IL
07.2015 - 03.2016
- Managed calendars, meetings, and daily scheduling for principals and office teams.
- Delivered comprehensive office support, including data entry, filing, and phone coverage, to ensure smooth daily school operations.
- Supported school office operations for Chicago Public Schools administrators and staff.
- Managed phone inquiries to facilitate communication within the school. and routed parent, student, and staff inquiries.
- Facilitated opening and closing procedures while maintaining organized administrative records for efficient workflow.
Education
Business Administration
Malcolm X College
Chicago, ILBusiness Management
Prosser Career Academy
Chicago, IL 09.2001 - 06.2005
Skills
- CPRS
- Telephony systems
- Adaptability
- Salesforce
- Microsoft Office
- Excel
- Google Workspace/Suite
- VSE
- Vista
- Cerner
- ISS
- Help Desk
- CRM
Personal Information
Title: MEDICAL SUPPORT ASSISTANT | CLINICAL CONTACT CENTER | TEAM LEADERSHIP
CORE COMPETENCIES
Title: MEDICAL SUPPORT ASSISTANT | CLINICAL CONTACT CENTER | TEAM LEADERSHIP
Timeline
Advanced Medical Support Assistant
VISN 12 Clinical Contact Center
02.2024 - Current
Medical Support Assistant
Edward Hines Jr. VA Hospital
11.2022 - 01.2024
Customer Service Manager
Right at School, LLC
03.2016 - 10.2023
Administrative Assistant
Chicago Public Schools
07.2015 - 03.2016
Business Management
Prosser Career Academy
09.2001 - 06.2005
Business Administration
Malcolm X College