Kristen Gustine
Helena,MT
Summary
Customer service specialist with expertise in prioritizing tasks and managing multiple responsibilities in high-pressure environments. Proven track record of collaborating effectively within teams to achieve both individual and organizational objectives. Recognized for adeptly resolving escalated customer support issues, enhancing overall customer satisfaction.
Overview
6
6
years of professional experience
Work History
Advanced Medical Support Assistant
Department of Veteran's Affairs
Fort Harrison, USA
04.2020 - 11.2025
- Provides specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model.
- Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
- Works collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
- Responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an inter-professional coordinated care delivery model.
- Develop and/or maintain effective and efficient communication with the patient, inter-professional care delivery teams, VA medical centers, and other agencies; communicate with non-VA medical facilities.
- Other assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.
- Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs inter-professional team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).
- Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.
- Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
- Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
- Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
- Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
- Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
- Provides high-quality customer service to Veterans and their families/caregivers.
- Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.
- Resolves Veteran complaints as appropriate.
- Performs duties as assigned to ensure efficient and effective operations.
Receptionist
Jessica Mongelli, DMD
Helena, USA
06.2019 - 03.2020
- Scheduling appointments, customer relations, fax, phone and email interactions, ability to work well with others.
- Enhanced operational efficiency through proficient computer and data entry skills.
- Several years of direct patient contact situations, coordinating with clinical staff members and making proper recommendations to build strong team collaboration, effectiveness and morale.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Facilitated communication among physicians, nursing personnel, social workers, residents, interns, and Patient Representatives/Advocates to ensure coordinated care for beneficiaries and their representatives.
- Supported clinical services by managing administrative operations.
- Executed scheduling processes and standard preparations for procedures to ensure efficient operations.
- Managed high volume of tasks while maintaining accuracy and adapting to frequent interruptions and changing demands from program updates.
- Experience working with CPRS, Microsoft Word, Excel, PowerPoint, CTM and various other computer programs.
- Specializes in building relationships and making connections with fellow employees and Veterans.
- Processed payments and updated accounts to reflect balance changes.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
Skills
- Health care administration
- Medical record handling
- Patient communication
- Patient relationship management
- Appointment scheduling
- Database management
- Team collaboration
- Attention to detail
- Time management
- Effective communication
- Problem solving
- Relationship building
Job Related Training
- 5 years of direct patient contact situations, coordinating with clinical staff members and making proper recommendations to build strong team collaboration, effectiveness and moral.
- Experience as a liaison to facilitate physicians, nursing personnel, social workers, residents and interns along with the Patient Representative/Advocate in addition to beneficiaries and their representatives.
- Experience working with other service lines to help facilitate programs and workload.
- Providing support to the clinical services in all administrative operations.
- Familiar with the processes for scheduling, standard preparations, and scheduling arrangements for procedures.
- Communicates with others locally and nationally, to seek answers to issues.
- Comfortable in stressful working situations that require a professional attitude and collective reasoning.
- Reliable to handle a high volume of work, the need for accuracy, frequency of interruptions and ever-changing demands due to program changes.
- Experience working with Microsoft Word, Excel, PowerPoint and various other computer programs.
- Specializes in building relationships and making connections with fellow employees and Veterans.
Timeline
Advanced Medical Support Assistant
Department of Veteran's Affairs
04.2020 - 11.2025
Receptionist
Jessica Mongelli, DMD
06.2019 - 03.2020