LAKEISHA MCGRAW
PIKESVILLE,MD
Summary
Resilient professional with extensive experience at the Veterans Health Administration, excelling in medical administrative support and call center management. Proven ability to enhance patient satisfaction through effective conflict resolution and meticulous attention to detail. Skilled in electronic health records and clinical documentation, ensuring compliance and accuracy in all processes.
Overview
14
14
years of professional experience
Work History
Advanced Medical Support Assistant
Veterans Health Administration
Remote
04.2026 - Current
- Schedule, cancel, rearrange, and reschedule in-person, virtual and telehealth appointments for a variety of providers/ clinics (Primary Care, Optometry, Audiology, etc)
- Provide administrative and clerical duties to multiple provides and clinics
- Daily review of Recall List, return to clinic orders, View Alerts (CPRS), Secure Message and Online request for accuracy and disposition
- Verify and update patient demographics and insurance
- Contact inactive patients to ensure continuity of care and prevent the loss of benefits
- Manage high-volume call center, relay messages to providers, deescalate frustrated caller and route to the correct clinic/ provider
- Track and notify provider of incoming health records, faxes and enter documents to the patient's electronic health system in a timely manner
- Follow written and oral instructions
- Accurately document patient request and concerns and route to the clinical staff for timely intervention
Pharmacy Contact Representative
Veterans Health Administration
Remote
08.2023 - 04.2026
- Handled veterans' interactions while giving detailed, friendly and polite service to ensure satisfaction
- Answered phone calls from patients, advocate or healthcare providers and responded to inquiries professionally in a high pressured call center
- Prepared written case notes based on interactions with veteran/ representatives in electronic database to ensure proper communication
- Utilized various electronics systems to maintain effective communication, process renewals and refill request
- Assisted customer in identifying prescribed medications
- Educated veterans on obtaining refills and renewals for VA and Community Care providers
- Escalated complaints to relevant department/ staff for resolution
- Forward medication concerns to the medical team and pharmacist
- Managed a high volume of inbound telephone calls and relay messages to appropriate staff (triage nurse, pharmacy staff, clinics staff) in a fast-paced call center
- Assessed veterans' needs and provided timely and accurate service to ensure customer satisfaction
- Created cases & progress notes via electronic database (CRM, CPRS)
- Verified and updated demographics when contacted by patients
- Worked in a proficient and independent manner to accomplish a wide variety of tasks
- Explained VA/ clinic policies to veterans and family members
- Handled medical records and maintained confidentiality protocols.
- Utilized electronic health record systems to track patient information accurately.
- Educated patients on benefits and available services offered by the facility.
Advance Medical Support Assistant
Department of Veterans Affairs- VHA
Remote
11.2022 - 08.2023
- Managed patient scheduling for appointments and follow-up care.
- Handled patient inquiries and provided information on services available in a
- Managed high call volume in a medical appointment call center
- Manged ACW ( after call work) efficiently by accurately documenting the pt records and interaction
- Assisted with customer requests and answered questions to improve satisfaction
- Scheduled patient appointments using via electronic health record systems
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Updated pt demographics
Medical Support Assistant
Veterans Health Administration
Washington, DC
12.2021 - 11.2022
- Managed patient scheduling and appointment coordination for efficient clinic operations
- Assisted healthcare providers by preparing medical records and documentation accurately
- Trained new staff on administrative procedures and patient management systems effectively
- Utilized electronic health record systems to update patient information securely
- Verified accurate patient demographic and insurance information to enter into electronic medical system
- Provided administrative and clerical support to multiple clinics and providers.
- Greeted patients and visitors, verified patient information and scheduled appointments
- Scheduled patient appointments based on physician consults and urgency.
- Ordered office supplies as necessary to ensure adequate stock l
- Gathered relevant information and assigned/scheduled newly enrolled veterans to primary care providers
- Obtained, recognized, and notified urgent issues to the professional staff for immediate action
Healthcare Administrative Specialist III
Maryland Military Department
Edgewood, MD
07.2016 - 11.2021
- Reviewed and organized medical records to identify reports and records for annual audits
- Set priorities and deadlines, adjusting the flow and sequencing of work to meet patient and team needs
- Deciphered physician orders and charted medication orders to the Medical Administration Records
- Administered medication per delegating nurse
- Trained new recruits in department responsibilities
- Obtained vital signs
- Developed training materials and resources for new administrative staff.
- Assisted nurses with sick call visit
- Established and maintained paper and electronic medical records according to regulation and guidelines
- Collected specimen samples for urinalysis and report results to upper management
- Maintained and organized files, records, and sensitive documents efficiently.
- Monitored inventory levels of office supplies and ordered replenishments when necessary.
- Processed and logged incoming student applications into the electronic database for consideration
- Performed data entry tasks in an accurate and timely manner.
Night Care Supervisor
The Maryland School for the Blind
Parkville, Maryland
10.2012 - 12.2016
- Liaison between Night Care Specialist and upper management
- Orchestrated monthly team meetings
- Reviewed and edited monthly meeting minutes and shared with the Assistant Residential Director
- Created and maintained employee personnel files according to regulation
- Worked closely with Assistant Residential Director and human resources to manage the workforce based on the organization needs
- Performed timekeeping duties via PAYLOCITY
- Trained, instructed, monitored, and developed staff in specific tasks
- Ensured proper documents of daily log and collected behavioral/ sleep data
- Distributed / reassigned workload as needed to ensure proper coverage and safety
- Conducted routine safety checks of all dorms through the night and notify security of any safety concerns
- Relayed pertinent student information and/or medical concerns and or change in behavior to the multidisciplinary team and medical staff
- Established efficient workflow and monitored daily productivity of employees
- Monitored and identified areas that have negative impact and assist in correction actions for improvement
- Completed annual performance appraisal of employee
- Administered oral and typical medication and notified the delegating nurse of any discrepancies
- Communicated pertinent information between residential, medical, social work and educational department
- Prepared, maintained and audited employees' personnel records
- (Scan, answer phones, fax, organize employee personnel/ training records)
- Lead a team of Night Care Specialists in the Residential Department
- Mentored new employees on best practices and school policies.
Education
High School Diploma -
Lake Clifton/ Eastern Sr High
Baltimore, MDPara-educator - Education
State of Md Education
UsaSkills
- Medical Administrative Support
- Electronic Health records
- Call Center Management
- Data Entry Accuracy
- Attention to detail
- Time Management
- Conflict Resolution
- HIPAA Compliance
- Medical Terminology
- Clinical documentation
- Record keeping skills
- Medical terminology
Training
VHA Scheduler, VistA Scheduling, CPRS, CTM, Integrated Scheduling Solution, CRISP (HIE)
Timeline
Advanced Medical Support Assistant
Veterans Health Administration
04.2026 - Current
Pharmacy Contact Representative
Veterans Health Administration
08.2023 - 04.2026
Advance Medical Support Assistant
Department of Veterans Affairs- VHA
11.2022 - 08.2023
Medical Support Assistant
Veterans Health Administration
12.2021 - 11.2022
Healthcare Administrative Specialist III
Maryland Military Department
07.2016 - 11.2021
Night Care Supervisor
The Maryland School for the Blind
10.2012 - 12.2016
High School Diploma -
Lake Clifton/ Eastern Sr High
Para-educator - Education
State of Md Education