Lashonda Shackleford

• Facilitated communication between healthcare providers and veterans for seamless care delivery.
• Coordinated patient scheduling and appointments to optimize clinic workflow.
• Managed electronic health records ensuring data accuracy and confidentiality.
• Trained new staff on administrative procedures and office protocols.

As the initial point of contact for veterans, during intake, I ensure and verify crucial registration information as well as verifying/ uploading insurance cards for billing accuracy. Accurately verifying/updating patient and guarantor demographics. Verifying information in CPRS, CTM, and ISS/Integrated scheduling system. I am responsible for calling codes when patients check-in during emergent needs.

As a member of the Durham VA Health Care System, operating in a Direct Care area at duty stations throughout the Health Care System. I work within a pack team for primary care. I provide direct administrative support for urgent care as well as the primary care staff. Within that team, I am a liaison who corresponds with RNS, LPNS, dieticians, social workers, physiatry enabling patients to access care. Provides patients with appropriate administrative information, as directed. Promoting engagement with patients and family members to prevent loss of integrity and core values that represent the organization.

I am the point of contact for multiple branches of care with the garner/VA facility providing internal and external customer service and follow-up. Daily I receive calls from patients, caregivers, and home health agencies directing those calls to the appropriate parties for response and care engagement of patient care needs.

In the same role, I am the initial point of contact for Veteran interactions within health system clinics to conduct scheduling, re-scheduling, and cancellation of patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems in support of veteran’s access to medical care. Actively participates in departmental QA by utilizing system work queues, making a personal effort to reduce individual errors, making corrections, and utilizing system work queues as a daily part of the registration process to minimize errors.

• Certified customer service specialist. Skilled typist of 55 words per minute, experienced in Microsoft word, outlook, powerpoint and excel.
• Completed all training for non-licensed independent practitioner; credentialing requirements
• Completed all training for licensed independent practitioner for credentials
• Completed (Vasp) FY 23 Q1 virtual aspiring supervisory program obtaining 58 contact hours over a three-month period. Built fundamentals of emerging leader foundations.