Marcie Nelson
Advanced Medical Support Assistance
San Diego,CA
Summary
Dedicated Office Assistant with over 13 successful years of clerical experience in busy office environments achieving superior levels of administrative effectiveness. Excels in telephone support and greeting arriving visitors. Strong knowledge of MS Word, MS Outlook, MS Excel, MS Access All, Veterans Health Administration Systems and history achieving high data output. Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Advanced Medical Support Assistant
Veterans Affairs Healthcare System
San Diego, CA
01.2023 - Current
- 40 hours a week
- Make outpatient appointments for the clinic
- Provide clerical and administrative duties in addition to performing various medical record functions
- Answer clinic telephones and greet patients
- Answer general patient questions about appointment times, benefits, and eligibilities
- Enter and retrieve data from computer systems
- Ensure proper patient identification and eligibility
- Schedule all categories of appointments
- Analyze medical records for completeness and internal consistency
- Maintain patient confidentially at all times
- Health Information Management Medical Records Liaison
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Scheduled appointments for patients at Kearny Mesa Veteran Clinic.
- Mailed patient appointment letters.
- Used HSMR, PPMS and CPRS to maintain and record patient data and generate reports.
Medical Support Assistant/Advanced Medical Support Assistant
Veterans Affairs Healthcare
San Diego, CA
01.2020 - 01.2023
- 40 hours a week
- Make outpatient appointments for the clinic
- Provide clerical and administrative duties in addition to performing various medical record functions
- Answer clinic telephones and greet patients
- Answer general patient questions about appointment times, benefits, and eligibilities
- Enter and retrieve data from computer systems
- Ensure proper patient identification and eligibility
- Schedule all categories of appointments
- Analyze medical records for completeness and internal consistency
- Maintain patient confidentially at all times
- Health Information Management Medical Records Liaison
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures.
- Mailed patient appointment letters.
- Scheduled appointments for patients at Kearny Mesa CBOC
- Used GUI, CPRS and Vista to maintain and record patient data and generate reports.
Receptionist/Security Officer
Milwaukee Center for Independence
Milwaukee, WI
07.2017 - 01.2020
- Risk Management and Security — 40 hours a week
- Regulated vehicle and pedestrian traffic onto building grounds.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Conducted regular patrols of key areas to spot and control security concerns.
- Checked and verified photo identification prior to granting facility access.
- Reported suspicious activities and persons to law enforcement.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Greet client's and guests to the Agency
- Answer questions about the location of WHCG services and direct guests to the appropriate locations
- Act as a first responder to any agency/client related incidence within the building but outside of the program area
- Assist with processing paperwork and other administrative duties of the front desk
- Liaison with the appropriate authorities in the event that a code is called
- Provide positive support and guidance to clients of the agency when they are not in program areas
- File complete and timely incident reports when needed
- Ensure the security, safety and well-being of all personnel, visitors and the premises
- Provide excellent customer service
- Adhere to all company service and operating standards
- Remain in compliance with local, state and federal regulations
- Immediately respond to emergencies to provide necessary assistance to employees and customers
- Protect the company's assets relative to theft, assault, fire and other safety issues
- Make, activate and deactivate all company security badges
- Follow procedures for various initiatives, including fire prevention, property patrol, traffic control and accident investigations
- Perform scheduled and random checks of designated areas throughout the facility to check for any security breaches
- Utilize the company's guest policies to issue guest passes and make sure that each guest is accompanied by an employee before entering the facility
- Assist the maintenance staff in securing an area during a maintenance emergency
- Collaborate with other members of the corporate security team to ensure that the facility is safe at all times
- Maintain a professional and effective relationship with the local police and fire departments
- Lobby Ambassador — 25 hours a week
- Provide customer service; greet, assist and direct all individuals who enter and leave the agency as needed
- Ensure that the building/premises assigned is safe and secured from any sort of unexpected issues/ threats and acts of violence
- Answer the Agency switchboard in a timely manner and directs calls appropriately
- Check in and observe any new person entering the premise, in order to ensure safety of the premise, employees, clients, and visitors
- Prevent the entry of unauthorized people and prohibited articles into restricted areas
- Maintain a log book with details of the names, purpose of visit, and entry and exit times of each and every individual who enters the building
- Conduct routine checks inside the building each day
- Report all the suspicious acts happening in the premises to the supervisor/police
- Answer the emergency phone with a sense of urgency, and call the appropriate code over the intercom
- Make detailed notes of damages to the premise or assets or of unusual occurrences
- Enforce and adhere to all the rules and regulations, and to warn the violators regarding possible consequences
- Direct vehicles in and around the building and to mal
- Ensure proper placement of traffic cones at the start and end of day.
Pool Office Assistant
Milwaukee Center For Independence
Milwaukee, WI
07.2017 - 01.2018
- 25 hours a week
- Front desk receptionist at Main Campus, Baker Road and Whole Health
- Interacted with customers by phone, email, or in-person to provide information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Responsibilities include handling front office reception and administrative duties
- Greeting visitors and answering calls and additional administrative duties as assigned
- Proficient in Microsoft Office including Word, Outlook and Excel
- Demonstrated strong customer service, communication, organization and problem solving skills.
- Self-motivated, with a strong sense of personal responsibility.
- Provided professional services and support in a dynamic work environment.
Customer Service Representative
Murphy's USA
Amarillo, TX
12.2013 - 12.2014
- 40 hours a week
- Liaison between management and customers to ensure a mutual understanding of process and applications
- Identify and reconcile errors in customer purchases to ensure customer satisfaction
- Facilitate daily meetings with management and staff for requirements and to explore potential solutions
- Provided analytical experience and insight on the development of the organization l s policies and procedures
- Independently manages responsibilities and adjusts priorities and deadlines accordingly to meet team and customer needs
- Conducted research and analysis on more than 1,000 customer surveys that resulted in the decrease and resolution of escalated customer concerns
- General clerical duties including photocopying, scanning, fax and mailing.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
SITEL Amarillo TX
Amarillo, TX
01.2012 - 12.2013
- 40 hours per week
- Maintained appointment schedules for the organization
- Organized and assists with organization access contingency plans
- Utilized advanced interpersonal skills in order to effectively understand customer needs, assess possible courses of action and take appropriate measures to ensure customer satisfaction
- Implemented decisions to ensure time impacted decisions to ensure that the customer is referred to the correct area or team within an appropriate timeframe for meeting customer service needs
- Operated software applications to gather customer information
- Entered demographic information into system
- Accepted telephone calls in a courteous and timely manner, and provides response or routes it to the appropriate person
- Ensured that all necessary information is integrated into the Computerized Customer Record System, through scanning hardware and imaging software.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
Petty Officer Third
United States Navy, USN
San Diego, CA
07.2001 - 10.2007
- Class —40 plus hour per week
- Converted electronic and hardcopy filing system
- Scheduled and coordinated meetings, appointments and travel arrangements for Ships Company
- Exhibited leadership skills through guidance and counseling, morale building, and ensuring college and military education were available for career enrichment
- Communicating with supervisors to facilitate the efficient operation of the organization
- Responsible for analyzing and implementing defensive measures to address any threats
- Processed requests for military records/information accordingly
- Developed plans for protection enhancement of installations, property and personnel
- Organized and assists with ships access contingency plans.
- Demonstrated leadership skills in managing projects from concept to completion.
- Delivered services to customer locations within specific timeframes.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend and holiday shifts.
Education
No Degree - Business Management & Technology
East Central College Business Administration, Wichita Area Technical College, Milwaukee Area Technical College
Wichita, KS 05.2001 -
Systems: Windows NT/ - undefined
01.2000 - 05.2003
MS Word, MS Outlook, MS Excel, MS Access All Veterans Health Administration Systems - undefined
Skills
Planning and organizingundefined
Timeline
Advanced Medical Support Assistant
Veterans Affairs Healthcare System
01.2023 - Current
Medical Support Assistant/Advanced Medical Support Assistant
Veterans Affairs Healthcare
01.2020 - 01.2023
Pool Office Assistant
Milwaukee Center For Independence
07.2017 - 01.2018
Receptionist/Security Officer
Milwaukee Center for Independence
07.2017 - 01.2020
Customer Service Representative
Murphy's USA
12.2013 - 12.2014
Customer Service Representative
SITEL Amarillo TX
01.2012 - 12.2013
Petty Officer Third
United States Navy, USN
07.2001 - 10.2007
No Degree - Business Management & Technology
East Central College Business Administration, Wichita Area Technical College, Milwaukee Area Technical College
05.2001 -
Systems: Windows NT/ - undefined
01.2000 - 05.2003
MS Word, MS Outlook, MS Excel, MS Access All Veterans Health Administration Systems - undefined
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