Kimberly M. Walker
Daleville,AL
Summary
Candidate with extensive customer service experience (medical and nonmedical), leadership skills and a pleasing personality who seeks the position as a Lead Medical Support Assistant.
Overview
10
10
years of professional experience
Work History
Medical Support Assistant/ GS/ 679 Job Series
Lyster Army Health Clinic
Fort Rucker, Alabama
03.2015 - Current
- Eview, track and book appointments and referrals within the Army Healthcare Facility for active and reserve military personnel, veterans and their family members.
- Ability to create telephone consultations to initiate appointments in regards to referrals to medical facilities within the clinic and off post
- Work closely with medical providers within Lyster Army Health Clinic to ensure patients receive referrals, appointments, medical reports and various other forms of paperwork that patient needs
- Possess knowledge of, and skill in applying general rules and regulations of medical facility, its personnel, and its functions, and automated data processing methods as I served as a receptionist for the clinic
- Supervise reception area and perform routine front desk duties that include greeting patients as they enter into the clinic, screening and routing telephone calls
- Review patient records for necessary forms, preparing appropriate forms for various medical procedures and studies
- Contact patients to verify or change scheduled appointments and print appointment reminders for our patients
- I enter, retrieve, correct and sometimes merge data from Composite Health Care Systems (CHCS) to the Armed Forces Health Longitudinal Technology Application (AHLTA) when doing end of the day reports
- Give instructions to patients and arrange appointments
- Schedule patient appointments and consult with various clinics and services throughout the medical facility in order to verify what needs to be done to make the patient's visit successful
- Forward or record telephone messages appropriate staff
- Receive telephone calls and visitors to the clinic
- Make and cancel appointments, and obtain orders and laboratory results prior to or upon patient's arrival
- Maintain office files on radiology orders and search for and pull lab reports, medical data, and other clerical information upon request
- Input and change radiology procedure orders, as per the radiology tech's or Physician's request
- Obtain data from various forms and enters data into an automated data system to accurately arrive patients for appropriate exams
- Greet all patients being examined and verify eligibility for care
- Provide office automation support by entering, retrieving and updating the patients' using Microsoft Office, EXCEL, Composite Health Care Systems (CHCS), Armed Forces Health Longitudinal Technology Application (AHLTA), Referral Management System and other office management systems
- Reviewed and managed incoming correspondence
- Ensure the workload is recorded accurately using DMHRSi
- Assist team members in using computer applications and accessing programs
- Worked in various sections of the Lyster Army Health Clinic to include the Radiology Clinic, Pharmacy Drop off Clinic, Patient Care Clinic and, most recently, Upper Respiratory Clinic/COVID-19 Clinic.
- Registration, order entry and tracking for all requested medical procedures
- Provide clerical support and customer service to patients, physicians, and other staff members
- Extensive knowledge of the organization, functions, and procedures of the Radiology department, Pharmacy, Upper Respiratory Clinic and other departments within the clinic.
- Ensured that work was performed in accordance with established procedures
- Was in constant contact with staff members and with patients and their families
- Perform full range, recordkeeping, and miscellaneous clerical duties
- Reconcile end-of-day processing and reports
- Supervised the reception area to include screening telephone calls, routing calls and receiving patients and visitors
- Track and maintain service and repair records and files on a variety of items
- Prepare issues and submit work orders; annotates work orders with equipment identification and service status
- Participated in team-building activities to enhance working relationships.
- Improved operations through consistent hard work and dedication.
- Adhered to social distancing protocols and wore mask or face shield.
- Exceeded goals through effective task prioritization and great work ethic.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Increased customer satisfaction by resolving issues.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Carried out day-to-day duties accurately and efficiently.
- Proficient in using the copy machine, scanner and fax machine.
- Developed team communications and information for meetings.
Customer Service Representative
Cingular Wireless
Dunwoody, Georgia
09.2006 - 10.2006
- 40+ hours per week
- Was proficient with the use of data entry using Excel and ACCESS
- Used other computer applications to include
- Microsoft Word, Kronos and Outlook
- Sent and received faxes
- Answered multi-lined telephones
- Was responsible for providing courteous and timely customer service to various customers serviced by Cingular
- Wireless
- Worked with clients to eliminate problems that arose with their Cingular accounts with minimal supervision
- Possessed high level of skill in written and oral communications in order to deal effectively and patiently with employees, supervisors, Cingular customer service representatives, and staff personnel offices to answer technical questions, to request and verify information, resolve complicated problems and discrepancies in the customer's service contract, and to prepare reports or instructions to explain problems to supervisors.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Effective liaison between customers and internal departments.
Transition Service Officer
Disabled American Veterans, Atlanta Veterans Administration, Hospital
Atlanta, Georgia
09.2003 - 07.2006
- Eviewed Service Medical Records from Soldiers exiting and retiring from the military
- Traveled frequently to various military installations throughout the state of Georgia
- Assisted Soldiers and Veterans complete necessary forms in order to start a claim for disability compensation with the Veterans Affairs.
- Worked on an independent schedule
- Gave formal briefings for large groups of people concerning their Veterans Benefits
- Prepared presentations using Power Point presentations
- Attended computer classes at New Horizons for proficiency in Excel and Microsoft Word
- Had extensive knowledge and use of medical terminology
- Researched various agencies in order to better assist clients with their disability claims
- Assisted clients preparing forms pertaining to a new claim or resolving a variety of problems, questions, or conditions associated with notifying the VA of additional documentation supporting a new or existing claim
- Responded tactfully and was patient to disgruntled veterans in order to provide them with and obtain information needed to expedite their claims
- Performed full range of receptionist, recordkeeping, and miscellaneous clerical duties
- Ensured workload was accurately recorded
- Produced correspondence, reports, detailed charts and graphs for presentation to Veterans
- Reviewed and managed incoming correspondence
- Assisted with coordination of matters related to the provision of help to veterans
- Complied with all Federal, Veterans' Affairs and local acquisition regulations and initiatives.
Education
Emergency Medical Technician (EMT)
Rescue Inc.
Savannah, GA11.2014
Skills
- Over twenty years as a customer service representative
- Possesses pleasant personality with excellent telephone etiquette
- Knowledge of handling administrative and clerical tasks
- Skilled in computer applications like MS Word, PowerPoint, Spreadsheet and various other computer programs necessary to work in an office environment
- Excellent monitoring, organizational and leadership skills
- Skilled in handling multiple tasks and working under pressure
- Proven ability to work with people of diverse backgrounds and attitudes
- Types 40 words per minute
- Perfect candidate for the position of Lead Medical Support Assistant, which you are advertising
Timeline
Medical Support Assistant/ GS/ 679 Job Series
Lyster Army Health Clinic
03.2015 - Current
Customer Service Representative
Cingular Wireless
09.2006 - 10.2006
Transition Service Officer
Disabled American Veterans, Atlanta Veterans Administration, Hospital
09.2003 - 07.2006
Emergency Medical Technician (EMT)
Rescue Inc.
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