Lana Houston
Sheridan
Summary
- Member of the Employee Association
- Member of National Alliance on Mental Illness
- Volunteer work with homeless shelter/soup kitchen
Overview
18
18
years of professional experience
1
1
Certification
Work History
Medical Support Assistant Contractor
Ansible Government Solutions LLC
Sheridan, WY
11.2025 - Current
- Practiced receptionist duties, customer service and other duties assigned for the proper and timely treatment /of patients and maintains appointment schedules for one or more outpatient clinics.
- Assisted with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
- Utilized various reports to ensure clinic setup is closely monitored to effectively support the needs of the clinic. The MSA Supervisor accepts recommendations for clinic adjustments by the AMSA.
- Screened/received phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
- Utilized various databases to extract categorize and collate specific patient/provider metrics required to manage the chronic and preventive health care needs of the panel.
- Assigned significant responsibilities within this context including coordinating communications during the inpatient to outpatient discharge interface, communicated with non-VA medical offices/facilities to coordinate care, participated in secure messaging with the patient and team, notified patients of normal lab results, developed, and managed a system for tracking needed follow-up care (consults, tests, etc.) and communicating with the patient and team as necessary.
- Participated in daily and weekly team huddles to manage and plan patient care. When patient flow requires adjusting based on priorities and deadlines, the incumbent works with the team to sequence the work to meet the team and patient needs.
- Provided medical administrative support to one or more outpatient clinics and is an integral member of the outpatient clinic team to effectively carry out day-to-day administrative operations of the clinic.
- Responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient.
- Responsible for 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 clinical/medical facilities or private hospitals and determines appointment type based on the patient's eligibility status.
Behavioral Health Care Manager
One Health
Sheridan, WY
01.2024 - 06.2025
- Directed daily operations of behavioral health programs, overseeing staff, interns, and multidisciplinary teams to ensure quality, compliance, and client-centered care.
- Developed and implemented individualized treatment plans for clients with mental health disorders, applying evidence-based practices to improve outcomes.
- Coordinated services with psychiatrists, psychologists, social workers, and community organizations to meet clients’ mental, medical, and physical needs.
- Provided crisis intervention for individuals in acute distress, ensuring safety and appropriate follow-up.
- Streamlined administrative workflows, improving scheduling efficiency, documentation accuracy, and patient engagement rates.
- Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs
- Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
Supporting Staff / Administrative Assistant / Supervisor of Interns & Training Coordinator
Inspire Psychological Center
Sheridan, WY
01.2016 - 12.2022
- Managed administrative operations, billing, and insurance verification, ensuring accuracy and efficiency.
- Maintained detailed client documentation, applied safety and crisis assessment procedures, and safeguarded confidentiality.
- Coordinated biweekly educational training and supervised high school interns, creating lesson plans and facilitating learning experiences.
- Assisted in developing policies and procedures, contributing to operational and compliance improvements.
Facilitator Assistant – Youth Aware of Mental Health (YAM) Program
Montana State University
Billings, MT
01.2016 - 12.2017
- Delivered internationally recognized suicide prevention curriculum to middle school students.
- Built trusting relationships with youth to address sensitive topics and practice intervention strategies.
Direct Care Staff
Volunteers of America – Milestones Youth Group Home
Sheridan, WY
01.2015 - 12.2016
- Supervised and mentored at-risk youth, providing emotional support, safety oversight, and transportation.
Manager / Direct Care Staff / Administrative
Normative Services Inc
Sheridan, WY
01.2009 - 12.2013
- Supervised up to five employees, created schedules, resolved conflicts, and led compliance meetings.
- Oversaw safety, mentorship, and emotional support for at-risk youth, while managing administrative systems and policies.
Youth Care Specialist
New Day Ranch Center
Billings, MT
01.2008 - 12.2009
- Supervised adolescents in a residential treatment setting, coordinated treatment plans, and supported staff training and development.
Education
Bachelor of Science - Psychology
University of Wyoming
Laramie, WY05-2023
Associate of Science - Psychology
Northern Wyoming Community College
Sheridan, WY08-2020
Skills
- 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 (eg, 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
- Ability to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities
- Medical office administration
Certification
- CPR Certified
- MANDT Training
Timeline
Medical Support Assistant Contractor
Ansible Government Solutions LLC
11.2025 - Current
Behavioral Health Care Manager
One Health
01.2024 - 06.2025
Supporting Staff / Administrative Assistant / Supervisor of Interns & Training Coordinator
Inspire Psychological Center
01.2016 - 12.2022
Facilitator Assistant – Youth Aware of Mental Health (YAM) Program
Montana State University
01.2016 - 12.2017
Direct Care Staff
Volunteers of America – Milestones Youth Group Home
01.2015 - 12.2016
Manager / Direct Care Staff / Administrative
Normative Services Inc
01.2009 - 12.2013
Youth Care Specialist
New Day Ranch Center
01.2008 - 12.2009
Bachelor of Science - Psychology
University of Wyoming
Associate of Science - Psychology
Northern Wyoming Community College