Machelle Lane
Black Mountain,NC
Summary
Professional with extensive experience at the Department of Veterans Affairs, focusing on call handling and patient care management. Demonstrated success in improving customer experience through conflict resolution and teamwork. Proficient in data analysis and Excel, driving process optimization and operational efficiency.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Telephone Operator
Department of Veterans Affairs
Remote, North Carolina
12.2022 - Current
- Places and receives local, regular, and special long-distance calls using government lines, commercial circuits, or other systems.
- Monitored vital circuits and emergency calls to security, police, fire department, and other departments, responding promptly to alarm notifications.
- Makes routine and emergency broadcast announcements during environmental disasters or emergent medical situations.
- Operated long-range, in-house, and overhead paging systems to facilitate effective communication.
- Provides directory service assistance to callers by retrieving organizational information from computerized directory databases.
- Maintained call records for charge computation and routed high-priority calls efficiently.
- Retrieves and updates relevant information in computerized databases using instructions and established guidelines on customer assistance, record keeping, call receiving, placing, and monitoring.
Coordinator
Kiwanis Thrift Shop
Black Mountain, North Carolina
01.2015 - Current
- Collaborated with management to develop and implement volunteer roles that aligned with retail goals, enhancing operational effectiveness.
- Managed volunteer program logistics, overseeing data entry, communication, and issue resolution to streamline operations.
- Provided direction and support to ensure positive, safe volunteer experiences, fostering engagement and retention.
- Recruited, trained, and scheduled a team of 50 volunteers for various store functions, including sorting, merchandising, and sales.
Care Coordinator
Pinnacle Treatment Center
Remote, North Carolina
02.2024 - 05.2024
- Assess potential patients’ treatment needs, locating facilities and levels of care that coincide with their clinical and medical needs.
- Determine patient’s insurance eligibility and benefits, assessing viable options for treatment within Pinnacle Treatment Centers.
- Evaluated patient insurance eligibility and benefits to identify optimal coverage options.
- Documented patient assessments in record system, ensuring timely and accurate entry of all pertinent information.
- Coordinated admissions schedules and arranged patient transportation for seamless transitions into care.
- Work with Pinnacle Treatment Centers to locate available beds and schedule admissions.
- Collect patients’ financial responsibilities, including deductibles, copays, coinsurance, and out-of-pocket.
- Receive and process inbound inquiries from phone, email, and chat.
Advanced Medical Support Clinic Contact Assistant Call Center
Department of Veterans Affairs
Remote, North Carolina
01.2017 - 01.2022
- Scheduled, canceled, and rescheduled Veterans’ appointments and consultants.
- Scheduled appointments by interpreting and verifying provider orders under VHA national scheduling guidelines.
- Coordinated patient appointments across Primary Care service lines, facilitating continuous patient flow and managing documentation for comprehensive care services.
- Scheduled patient appointments for program initiatives, ensuring accurate patient registration.
- Tracked patient no-shows and managed consults to optimize scheduling efficiency.
- Responsible for entering no-show information, monitoring the electronic wait list, preparing for clinic visits, and monitoring outpatient appointments for areas of responsibility.
- Verify and enter demographics into patient account data by reviewing, correcting, deleting, or entering data; combining data from when account information is incomplete; purging files to eliminate data duplication.
- Assisted patients in refilling and tracking their medications within the healthcare system.
SAW Technician
Black Mountain Substance Abuse Treatment for Women
Black Mountain, North Carolina
01.2017 - 01.2022
- Delivered paraprofessional supportive casework services to clients and families in treatment center, enhancing their engagement in recovery process.
- Assisted in the provision of essential substance abuse information services and applies intervention techniques when needed.
- Conducted initial screenings and coordinated logistics for referral services to ensure timely access to necessary support.
- Observed resident behavior to ensure safety and compliance with facility rules.
- Documented all incidents and medical emergencies.
- Loaded and unloaded facility supplies while documenting all incidents and medical emergencies.
- Set up, cleaned, and maintained food service and equipment areas.
- Compiled shift reports outlining security measures implemented for buildings, grounds, and vehicles to maintain safety and compliance.
Senior Assistant, Clinical Support
Coram CVS/Specialty Infusion Services
Asheville, North Carolina
01.2016 - 12.2016
- Documents all communications in the patient's clinical chart and obtain co-signatures related to patient care from a nurse or pharmacist.
- Identifies customer issues that require the attention of a nurse or pharmacist.
- Notified appropriate staff of therapy changes or nursing orders to ensure timely patient care.
- Initiates discharge summaries, discharges patient therapies in the system, and changes patient status to discharge for Company nursing patients.
- Manages the master schedule for nurses working within their assigned territories and adds to the weekly nurse visit schedule for new and existing patients.
- Verifies daily nursing visits and coordinates changes in scheduled visits on the master schedule.
- Reported changes regarding patient care to the supervisor and pharmacy staff.
- Retrieves nursing reports and/or call on-call messages each morning and reviews on-call printouts at the daily meeting.
- Coordinated subcontracted nursing agency visits approved by the Nursing Manager.
- Perform timely data entry of nursing notes into the computer system.
- Tracks and retrieves signed POTs and nursing orders.
- Communication changes required to the appropriate patient Financial Service Center Representative.
- Assembled and maintained patient clinical charts, ensuring all documents are accurately filed for efficient access.
Medical Assistant
Western North Carolina Community Health Services
Asheville, North Carolina
01.2015 - 01.2016
- Assists clinicians with patient care, such as minor surgeries and physicals, Phlebotomy, EKG testing, and injection administration.
- Greeted patients, updated insurance information in EMR, escorted patients to exam rooms, and measured vital signs to ensure comprehensive patient intake.
- Triage calls, provided test and lab results to patients, and communicated relevant information to providers to support timely clinical decisions.
- Called pharmacies to submit prescriptions via phone and electronically, ensuring timely medication access for patients.
- Collect other laboratory specimens, such as urine, feces, and sputum samples, and prepare them for processing.
- Verified and processed doctor’s treatment orders and completed text orders to maintain accurate and up-to-date patient documentation.
- Review and update correspondence files and database; information is obtained accurately before Billing Medicare.
- Knowledge of revenue cycle management, experience with business office operations in a health care environment, HIPAA regulation, CPI, HCPCS, and ICD-10 codes.
Nursing Assistant/Psychiatric Acute Recovery
Department of Veterans Affairs
Durham, North Carolina
01.2013 - 01.2015
- Facilitate patient intake and triage by receiving patients in person to obtain demographic, historical, and clinical information.
- Assess patients' mental status to distinguish the type of case and to discriminate between routine, complex, and emergency cases.
- Analyze and consolidate information for presentation to the supervisor/psychologist for disposition of each case and make recommendations for triage purposes.
- Serve as an intake worker for crisis and routine evaluations.
- Interview patients to identify relevant information and organize pertinent facts.
- Monitored and documented clients' vital signs, physical conditions, and behaviors to ensure comprehensive care and early intervention.
- Delivered individualized care for patients diagnosed with personality disorders, anxiety, and dementia in a clinical setting.
- Assisted patients with practical coping skills, including problem-solving, communication, and self-direction, to improve avenues for coping.
- Facilitated veterans' participation in groups and activities of daily living to enhance their engagement and well-being.
- Delivered tailored care for diverse age groups, including young adults and geriatrics, to meet unique needs effectively.
- Advised clients in understanding and overcoming personal and social problems.
Medical Office Assistant
Buncombe County Department of Health
Asheville, North Carolina
01.2012 - 01.2013
- Ensures complete and accurate patient registration, including demographics and current insurance information.
- Contact insurance companies to ensure verification of benefits and prior authorization approval requirements are met.
- Tracked, coordinated, and communicated patient referrals.
- Processed requests from third-party referral sources, providing essential information and data to facilitate patient care.
- Acted as the point person for the multidisciplinary evaluation process, managing patient scheduling and communications.
- Reviews details and expectations of referral with potential patients.
- Assisted patients in overcoming financial or social barriers by coordinating interpreters and transportation services.
- Communicated patient updates to maintain alignment between the program and referral sources.
Monitor (Female) Residential
Salvation Army
Asheville, North Carolina
01.2012 - 01.2013
- Coordinated case services and support for inmates in pre-release program and homeless population facing mental health and chemical dependency issues, enhancing access to necessary resources.
- Ensured accountability in coordinating and implementing daily programs and schedules, collaborating with professional disciplines to optimize service delivery.
- Assured that individual needs were identified through ongoing assessment, planning, and on-site modification of program content plans and schedules.
- Provides counseling to individuals experiencing complex and stressful issues.
- Ensure that facility-based systems operate, that individual rights are upheld, and that quality care and treatment are provided.
- Demonstrates critical thinking and analytical skills in the resolution of complex issues related to case management.
- Displays excellent oral and written communication skills in interactions with staff, clients, and community entities.
- Utilizes exemplary collaborative and interpersonal skills to participate in various team environments.
- Consulted with clients and families to address issues related to care and treatment.
- Promoted initiatives aimed at enhancing the quality of life for individuals in care.
Nursing Assistant
Department of Veterans Affairs
Asheville, North Carolina
01.2010 - 01.2013
- Provided comprehensive care for long-term patients, focusing on rehabilitation, palliative, and restorative needs.
- Utilized nursing care plans, medical records, and procedural manuals to provide patient care.
- Monitored and documented client progress against measurable goals in treatment and care plans to ensure effective interventions.
- Assisted with assessments and treatment planning.
- Facilitated patient participation in social, educational, and recreational activities to enhance overall well-being.
- Counseled clients individually and in group sessions to assist in overcoming dependencies.
- Escorted clients to scheduled activities to ensure timely attendance.
- Maintained detailed accountability logs for clients to track their progress.
Health Care Technicians II/Supervisor Assistant
Black Mountain Neuro-Medical Treatment Center
Black Mountain, North Carolina
01.2004 - 01.2011
- Cared for long-term patients with serious mental health needs, substance use disorders, traumatic brain injuries, and intellectual/development (IDD) disabilities. receiving rehabilitation, palliative, and restorative care, collaborating with interdisciplinary care plan team to enhance patient outcomes.
- Delivered care in accordance with resident care plans and established policies, ensuring compliance and quality of services provided.
- Reporting and documenting changes in vital signs and mental status changes in patients' psycho-social and physical status.
- Maintained safety and well-being of residents through regular monitoring and compliance with care standards.
- Assisted in hiring, training, and supervising technicians, ensuring adherence to quality standards and effective team performance.
- Ability to effectively convey verbal and written information to family members, individuals, facility management, and community agencies.
- Provided services to clients and followed up to ensure needs were met.
- Ability to make effective decisions and appropriately manage emergencies.
Health Care Technician
Black Mountain Neuro-Medical Treatment Center
Black Mountain, North Carolina
01.1993 - 01.2004
- Taking vital signs and preparing patients for exams and laboratory tests.
- Changed bedding and assisted with bathing and toileting to enhance patient comfort and hygiene.
- Operated and monitored essential medical equipment to ensure patient safety.
- Keeping accurate records of patient care and vitals.
- Educated patients and families on health and safety practices and follow-up care to promote better health outcomes.
- Collaborated with Health Technicians, Physicians, Nurses, and administrative staff to enhance teamwork.
- Communicated with healthcare professionals, departments, and agencies to facilitate collaboration.
- Oversaw administrative tasks, including scheduling appointments and answering phones, to ensure efficient patient flow.
Education
Community Health Worker Certification -
Asheville Buncombe Technical Community College
Asheville, NC11.2023
Electronic Health Records Specialist -
Asheville Buncombe Technician Community College
Asheville, NC01.2013
Medical Office Pathways -
Asheville Buncombe Technician Community College
Asheville, NC01.2011
Electronic Medical Records -
Asheville Buncombe Technician Community College
Asheville, NC01.2011
Medical Terminology -
Asheville Buncombe Technician Community College
Asheville, NC01.2010
Pathway to Employment -
Asheville Buncombe Technician Community College
Asheville, NC01.2009
Nurse Aide I -
Asheville Buncombe Technician Community College
Asheville, NC01.2002
Diploma -
Charles D. Owen High School
Swannanoa, NC01.1986
Skills
- Call handling
- Customer experience
- Multitasking
- Team collaboration
- Conflict resolution
- Outreach initiatives
- Data analysis
- Excel proficiency
- Patient care management
Contact
(828) 423-6978, (828) 669-8771, 123mlane@gmail.com
Certification
COMMUNITY HEALTH WORKER
Languages
English
Professional
Timeline
Care Coordinator
Pinnacle Treatment Center
02.2024 - 05.2024
Telephone Operator
Department of Veterans Affairs
12.2022 - Current
Advanced Medical Support Clinic Contact Assistant Call Center
Department of Veterans Affairs
01.2017 - 01.2022
SAW Technician
Black Mountain Substance Abuse Treatment for Women
01.2017 - 01.2022
Senior Assistant, Clinical Support
Coram CVS/Specialty Infusion Services
01.2016 - 12.2016
Coordinator
Kiwanis Thrift Shop
01.2015 - Current
Medical Assistant
Western North Carolina Community Health Services
01.2015 - 01.2016
Nursing Assistant/Psychiatric Acute Recovery
Department of Veterans Affairs
01.2013 - 01.2015
Medical Office Assistant
Buncombe County Department of Health
01.2012 - 01.2013
Monitor (Female) Residential
Salvation Army
01.2012 - 01.2013
Nursing Assistant
Department of Veterans Affairs
01.2010 - 01.2013
Health Care Technicians II/Supervisor Assistant
Black Mountain Neuro-Medical Treatment Center
01.2004 - 01.2011
Health Care Technician
Black Mountain Neuro-Medical Treatment Center
01.1993 - 01.2004
Community Health Worker Certification -
Asheville Buncombe Technical Community College
Electronic Health Records Specialist -
Asheville Buncombe Technician Community College
Medical Office Pathways -
Asheville Buncombe Technician Community College
Electronic Medical Records -
Asheville Buncombe Technician Community College
Medical Terminology -
Asheville Buncombe Technician Community College
Pathway to Employment -
Asheville Buncombe Technician Community College
Nurse Aide I -
Asheville Buncombe Technician Community College
Diploma -
Charles D. Owen High School