Kristen Profancik
AT&T Mobility
Amarillo,TX
14
years of professional experience
Poised individual with well-developed skills resulting from career spanning many years working as a patient care coordinator and customer service. Decisive multi-tasker with drive to take on new opportunities with great organization.
Work History
CSA
5 Months- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Assisted customers in understanding billing and usage, ensuring clarity and satisfaction.
- Managed high-volume call traffic, maintaining composure and professionalism under pressure.
- Implemented process improvements to enhance customer interaction quality and efficiency.
Premier Service Consultant
2 Years 10 Months- Provided excellent customer service to customers by answering inquiries and resolving complaints.
- Processed payments for services rendered in a timely manner.
- Collaborated with other departments within the organization to ensure that all requests were handled efficiently.
- Developed alternative solutions to retain services while enhancing sales.
- Provided technical support to enhance client satisfaction and resolve issues efficiently.
Leveraged Service Representative
5 Years- Ensured compliance with established security protocols when handling sensitive data.
- Processed orders accurately and efficiently while adhering to company policies and procedures.
- Participated in team meetings to discuss strategies for improving customer service standards.
- Maintained up-to-date knowledge of product offerings and services provided by the company.
Patient Care Coordinator
6 Years 1 Month- Scheduled appointments for patients and coordinated follow-up visits as needed.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Provided compassionate support to patients and their families.
- Performed administrative duties such as filing paperwork, answering phones, and scheduling appointments.
Education
Some College (No Degree)
High School Diploma
Skills
The incumbent's work impacts the administrative aspect of non-VA medical care including access
coordinating appointments using approved clinic access principles
patient processing
appointment scheduling and customer service. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff related to access
customer service
patient flow
etc. The work also impacts processes
action plans
monitoring
and reporting. The work involves a number of reviews and analysis of statistical data including monthly reports as it relates to non-VA medical care consults and payments for such care. The work requires complex research on VACC consults and medical records to determine if the authorized non-VA medical care was provided to the Veteran. The work requires a high degree of judgement in responding to both employee and patient concerns and providing solutions to process problems. The incumbent performs a wide and diverse array of duties that include determining veteran eligibility for care
receiving and processing complex health and administrative information
and coordinating non-VA care services for Veterans throughout the AVACHS service area.The advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary 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. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and adjusts as necessary. AMSAs at this level develop and maintain effective and efficient communication with the patient
interdisciplinary coordinated care delivery model teams
VA medical centers
and other agencies (e.g.
assist with communications during the inpatient to outpatient discharge; community with non-VA medical facilities; prepare correspondence to notify patients of appointments and pre-procedure requirements; manage a system for follow-up care such as consults
tests
etc.).
The full performance level of this vacancy is GS-6.QualificationsTo qualify for this position
applicants must meet all requirements by the closing date of this announcement
09/02/2026.Basic Requirements:Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).Experience. None.Education. High school diploma
General Education Development equivalency certificate
or proficiency certificate from a State or territorial-level Board or Department of Education.Licensure/Certification/Registration. None.Foreign Education. To be creditable
education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).Grade Determinations:Medical Support Assistant (Advanced)
GS-06:Experience. One year of creditable experience equivalent to the next lower grade (GS-5). Experience includes duties related to the delivery of health care services in an inpatient or outpatient setting. Advises clinical staff on current administrative processes. The MSA is responsible for answering phones
greeting patients
relaying messages to appropriate staff inside or outside of the unit
and scheduling appointments
including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. 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; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic
monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e.
TRICARE
sharing agreements
collaterals
research patient
VA employee
etc.).Knowledge
Skills
and Abilities (KSAs). In addition to the experience above
the candidate must demonstrate the following KSAs:Advanced knowledge of the technical health care process (including
but not limited to
scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow
and patient support care administrative functions to include
but not limited to appointment cycles
outside patient referrals
follow-up care
overbooking
provider availability
etc.Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g.
medical doctors
nurse practitioners
physician assistants
psychologists
psychiatrists
social workers
clinical pharmacists
and nursing staff) to accomplish team goal setting to ensure medical care to patients is met.Ability to independently set priorities and organize work to meet deadlines
ensuring compliance with established processes
policies
and regulations.Ability to communicate tactfully and effectively
electronically
by phone
in person
and in writing
with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels
as well as resolving patient concerns.Assignment. For all assignments above the FPL
the higher-level duties must be of significant scope
administrative independence
complexity
and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. At the advanced level
the Medical Support Assistant (Advanced) (AMSA) performs difficult and responsible specialized and expert administrative patient support while working collaboratively in an interdisciplinary 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. Recommend changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics
and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient
interdisciplinary coordinated care delivery model teams
VA medical centers
and other agencies (e.g.
assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults
tests
etc.). Other assignments at this level include
but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage
plan
problem solve
and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines
adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; 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 team members about shared patients (i.e.
those who receive their care at multiple VA centers or those who receive care in the community).Preferred Experience:12 months working in a clinical environment coordinating patient schedules (eg: scheduling appointments
coordinating consults)Advanced knowledge of medical terminology: documenting/reading administrative notes in medical chartsCustomer service: experience in de-escalation
problem solving
decision making
and tactful communication skills12 months clerical work experience using computer applications
multi-line phone systemsExperience with workload reports and data collection to include meeting deadlines
setting priorities
and organizing workloadsStrong interpersonal skills; ability to work well in groups
References
References available upon request.
Timeline
CSA
Atmos Energy
04.2026 - CurrentRead More
Premier Service Consultant
AT&T Mobility
11.2023 - CurrentRead More
Leveraged Service Representative
AT&T
11.2018 - 11.2023Read More
Patient Care Coordinator
Livingston Audiology & Hearing
10.2012 - 11.2018Read More
Randall High School
High School Diploma
Read More
Amarillo College
Some College (No Degree)
Read More