KRISTEN ANNE SWAIN

Medical Clerk III

Muscogee Staffing Solutions, LLC

11.2022 - Current

Greeted patients and managed front desk operations, including scheduling and patient check-ins.
Manage patient records, ensuring accuracy and compliance with HIPPA regulations.
Coordinate appointments and handle patient intake and discharge processes.
Answer and direct incoming calls, providing exceptional customer service to patients and healthcare providers.
Verify insurance information and process billing.
Handle incoming referrals and booking patients accordingly.
Maintaining provider schedules and ensuring booked and rescheduled when needed.

Administrative Assistant

Airtron Heating & Air Conditioning

11.2021 - Current

Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
Developed administrative processes to achieve organizational objectives and improve office efficiency.
Directed customer communication to appropriate department personnel.
Composed reports of appointments past and future. And sent to appropriate departments.
Answered phone calls and emails to provide information, resulting in effective business correspondence.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Directed customers to appropriate department.
Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Used variety of business software applications to complete assigned duties.

Administration Assistant

Malama LLC

05.2009 - 03.2020

While in the WTU I served as the primary booking agent, WTU social work administrative assistant and Human Recourse agent for all consulted care for the SRU soldiers in the Army Recovery Care Program (ARCP)
Assisted the Case Managers in the coordination, implementation, and evaluation of the planned, integrated, systematic and ongoing process for accurately monitoring, evaluating, and improving case management services for WTU Soldiers and other beneficiaries as needed. Demonstrated the understanding of authorization requirements and processes for TRICARE benefits. Assisted by coordinating and booking appointments and escorting Wounded. Demonstrated a current and sound working knowledge of TRICARE benefits and medical management principles of military and civilian health care systems as related to the Defense Health Agency's (DHA) TRICARE program. Demonstrates understanding of authorization requirements and processes for TRICARE benefits. Assists by coordinating and booking appointments and escorting Wounded, Ill, or Injured Soldiers and families to the health service team. As requested, coordinates and attends meetings and serves as consultant on matters related to development and execution of the medical and administrative management requirements of the SRU program. Participates in quality improvement focused system and process review projects as assigned. Works closely as a liaison with other members of the Team. Refers patient to appropriate cadre and staff members as required.
Provides administrative support work and performs a variety of clerical duties for the SRU. Maintains a customer-centered focus in all activities related to the SRU Program. Works in compliance with Health Insurance Portability and Accountability Act of 1996 (HIPPA), patient safety guidelines, organizational standard operating procedures, Army, DHA, and MEDCOM regulations. Uses databases, spreadsheets, and graphics software to plan, develop, present, and implement methods of collecting and trending data depicting case management to ensure timely referral processing and specialty medical care services within access to care guidelines and acuity guided requirements. Confirms accuracy and consistency of enrollee information within the Defense Enrollment and Eligibility Reporting System (DEERS), CHCS, and other data systems. Verifies patient enrollment and eligibility for services, provides patients with assistance and information to obtain appointment within access to care standards for referred care or medical equipment ordered by a licensed provider and directed to Case Management. Receives patient and visitors as the initial point of contact, manages telephone calls received from SRU Soldiers and family members and works collaboratively with the provider or case managers in an SRU office setting. Refers inquiries to appropriate office personnel. Advises the Supervisory Case Manager and team as required on matters of procedures in clearance of memoranda, past practices with report to report, general nature and history of recurring items and sources from which leadership can obtain explanations of various matters. Picks up distribution and screens incoming correspondence, reports or instructions and prepares special memorandums as directed. Addresses those items that can be handled personally and forwards remainder to other appropriate office personnel. Attends Interdisciplinary Team (IDT) meetings and transcribes a variety of material taken at meetings.
Communicates effectively with patients using tact and diplomacy; ascertains the nature of the call or visit, obtains identifying information, and determines the nature and urgency of the patient’s request. Enters data into appropriate computer system verifying eligibility, cross-referencing for patient identification, and updating medical record location and patient address within the computer. Schedules and coordinates appointments for patients. Initiates patient encounter documents (SF 600/ADS) by entering and verifying patient information. Uses the Automated Data System (ADS), Composite Health Care System (CHCS), and Armed Forces Health Longitudinal Technology Application (AHLTA), or designated electronic computer health system of record in performance of duties. Sets up provider appointments and templates for workload entry and keeps all templates current. These templates are the framework that captures the workload per patient and per care provider. Ensures all requests by the provider have been scheduled and reschedules appointments when necessary. Coordinates scheduling in order to avoid conflicts in different clinic schedules. Contacts patients to change, cancel, and/or remind of upcoming appointments and initiates appropriate database changes or requirements. Contacts designated units or individuals to schedule directed or otherwise required medical review; obtains names of military members and civilian employees involved in specific types of work or work environments. Generates and reconciles end-of-month reports pertaining to appointment scheduling and outcome. Maintains records and guidance. Initiates and assembles electronic and/or paper records in sequential and chronological order. Reviews records prior to appointment for complete and accurate information. Oversees security of records. Maintains and controls administrative filing system for records. Ensures records contain all the forms and data required by DoD, DA, and Medical Command (MEDCOM) and The Joint Commission (TJC). Maintains an automated system for locating open and closed case records. Prepares records for transfer in and out of the SRU. Assists to keep and maintain updated policy guidance. When required, assists with preparation of travel documents to support patient travel associated with Defense Travel System (DTS), Non-Medical Assistance (NMA), and reparation of Special Compensation Assistance Activities of Daily Living (SCAADL) processes.
Have and in-depth working knowledge of and access to multiple computer programs including: Composite Health Care System (CHCS), Armed Forces Health Longitudinal Technology Application (AHLTA), Health Artifact and Image Management Solution (HAIMS), Patient Appointment System (PAS), MODS-WT; Army Warrior Care and Transition System (AWCTS); Transportation Command Regulating and Command and Control Evacuation System (TRAC2ES), and makes maximum use of available automation capability to include knowledge and experience with Microsoft Office (Word, PowerPoint, Excel, and Access).

Orthopedic Front Desk Clerk

Dependable Health care

06.2006 - 05.2009

Answer telephones and direct calls to appropriate staff and cadre.
Schedule and confirm patient diagnosis appointments, surgeries, or medical consultations.
Greet visitors, ascertain purpose of visit, and direct them to appropriate staff.
Operate office equipment, such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records.
Interview patients to complete documents, case histories, or forms, such as intake or insurance forms.
Receive and route messages or documents, such as laboratory results, to appropriate staff.

Summary

Overview

Work History

Medical Clerk III

Administrative Assistant

Administration Assistant

Orthopedic Front Desk Clerk

Education

High School Diploma -

Skills

Timeline

Medical Clerk III

Administrative Assistant

Administration Assistant

Orthopedic Front Desk Clerk

High School Diploma -

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