Summary
Overview
Work History
Education
Skills
Computer Skills
Timeline
Generic

Melissa Figueroa

Las Vegas,USA

Summary

Experienced healthcare professional prepared for role, specializing in patient support and care coordination. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in patient advocacy, healthcare navigation, and effective communication. Reliable and compassionate, ensuring seamless patient experiences and optimal outcomes.

Overview

18
18
years of professional experience

Work History

P/S- Patient Navigator-VES

VA Southern Nevada Healthcare System
01.2022 - Current
  • The incumbent is expected to maintain the highest levels of customer service as they greet visitors, assist with directions and/or wayfinding within the facility, provide general information on care and services, and coordinate warm handoffs to VA subject matter experts as needed for higher-level needs will also use office automation systems and various software packages to accomplish work. Assignments include text editing; file creation, maintenance and retrieval; use of message, calendar and suspense systems; and use of other specialized tools in support of specific functions. Uses knowledge of software programs to manipulate text to accomplish formats, revisions, deletions and additions. The duties and responsibilities include but are not limited to the following:
  • Recognize and remove institutional barriers to the provision of optimum health care and services to Veterans and use sound judgment to complete service recovery and resolve concerns and complaints at the lowest level possible.
  • Collaborates with Veteran Experience Leadership in establishing and implementing policies and procedures and assures that programs and services are incompliance with patient's rights.
  • Serves as a staff member directly supporting the top management team responsible for planning, organization, development, direction, and evaluation of medical center administration.
  • Provides a channel through which patients can seek solutions to problems, concerns, and unmet needs. Works with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints.
  • The incumbent Program Specialist (Navigator) performs work involving the collection, compilation, and/or tracking of data and statistical information in support of the Veterans Experience program operation. Assist in the planning, review, and reporting of data/statistical result of program/project studies, often conveying this information to the Chief, Veterans Experience Service, or Veterans Experience Coordinator for analysis and action.
  • Supervisor: Alex Vigil (702) 791-9000, Ext 14731

Retail Sales Associate

The Love Store
09.2023 - 03.2025
  • Greet and direct customers
  • Provide accurate information (e.g., product features, pricing, and after-sales services)
  • Answer customers’ questions about specific products/services
  • Conduct price and feature comparisons to facilitate purchasing
  • Cross-sell products
  • Ensure racks are fully stocked
  • Manage returns of merchandise
  • Coordinate with the Retail Sales Representatives team to provide excellent customer service (especially during peak times)
  • Inform customers about discounts and special offers
  • Provide customer feedback to the Store Manager
  • Stay up to date with new products/services
  • Supervisor: Randall Agilpay (619) 849-0056

Advanced Medical Support Assistant

VA Southern Nevada Healthcare System
01.2018 - 01.2022
  • Serves as an Advanced Medical Support Assistant working under the general supervision of the Northeast Primary Care Clinic Site Manager or his/her designee. Provided support for the department such as consistently communicate and treat customers in a courteous, tactful, and respectful manner while supporting the mission of the VA. Ability to communicate in person and in writing to a wide variety of individuals to accomplish and maintain an effective working relationship. Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Greeted and directed patients, their families, and visitors to their appointments, clinic waiting areas, conference rooms, and the cafeteria, etc. Operated and answered multiple phone lines such as the telephone cancellation and customer service lines, transferred calls to corresponding departments, and answered Veteran questions regarding up and coming appointments or health benefits. Verified Veterans eligibility through DD214’s, VIS, and HINQ systems. Interviewed Veterans by telephone, in person, or by other means for completing enrollment. Prepared & separated Medical and administrative records for completeness on veterans that were new to the VA system into standard order and scanned into CPRS system. Trained and coached new employees on how to accurately and successfully load new (10-10ez) health benefits applications. Ensures compliance with regulations; applies clinical trainee rules, guidelines, and regulations governing VA programs; retrieves, compiles, analyzes, and evaluates information/data from various sources. Observes work in process and reviews files and other record material on workload and accomplishments. Reviews work procedures instructions, and record files. Applies accepted techniques and systems for assessing workload and productivity. Ensuring accurate and timely scheduling of appointments. Providing instruction and guidance to staff members to include changes in policies and procedures. Distributing and balancing workload. Knowledgeable in administrative regulations and operating procedures plus skill in applying fact-finding techniques. Identifies trends and developing solutions; adapts analytical techniques and evaluation criteria to the measurement and improvement of programs in the NE Clinic. Routinely communicates with the physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents' and regulations performs duties in such a manner that only minimal supervision is required. Logical thinker with superb creative problem-solving skills. Maintains effectiveness and/or organizational productivity, and applies a wide range of computer techniques and procedures to perform a variety of assignments. Expert knowledge in Microsoft Office, Veterans Health Information System and Technology Architecture (VISTA), VISTA Scheduling GUI, Computerized Patient Record, System (CPRS), Veterans Information Solution (VIS), Veterans Health Identification Card (VHIC), Enrollment System (ES), Health Eligibility Center (HEC), Document Manager, TMS and other software programs as needed to complete assigned duties. Types 40 word per minute. Providing administrative support to staff across the hospital. Delivering best practice for the entire Northeast Primary Care Clinic.
  • Supervisor: Chervil Tatum (702) 791-9050, Ext. 43337, may contact

Certified Medical Assistant

Desert Orthopedic Center
01.2007 - 01.2016
  • Served as a surgery scheduler for an orthopedic surgeon observing, documenting and reporting to the provider changes in patient behavior, attitude, physical complaints, appearance, vital signs and/or changes in the patient condition that may be related to medications, sensory distortions or medical conditions. Maintained a therapeutic and safe setting by identifying, reporting and eliminating potential hazards. Identified patients at risk for falls. Participated in the admission of patients by obtaining information, orienting patients to the unit and treatment team, obtaining vital signs and weight. Assisted physicians and nurses in the care and treatment of clients receiving medical care for orthopedic injuries. Followed designated charting techniques to post patient charts that provide an outline or summary of patient status. Maintained patient and clinical records from admission to discharge. Secure patient confidence and cooperation during hospital stay, including explaining procedures and guidelines while maintaining therapeutic boundaries. Documented patient observations according to program guidelines.
  • Salary: $18.40 USD per hour / 40 hrs per week
  • Supervisor: Samatha Craft, (702) 731-1616, may be backed

Back Office Medical Assistant

Nevada Cancer Institute-UMC Hospital
01.2010 - 01.2011
  • Served as a back office medical assistant managing patient flow to exam and infusion areas, talking vitals, biopsies, maintain exam rooms and infusion area, prepare patients for exams and treatment/infusions, assist providers and nurses with procedures, prepare and process daily distribution of medical records to all departments, and protect patient confidentiality by properly handling patient medical information.
  • Salary: $15.00 per hour / 40 hours per week

Education

Sanford Brown Institute
01.2006

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St. Joseph Academy
01.1998

Skills

  • Obtaining Patient Vitals, Administering Injections (SQ, ID, IM), Phlebotomy, Performing EKG's, Knowledge of Medical Terminology, ICD-9 & CPT, Fluent in Microsoft, Data-Entry & Ten-Key, Training of New Employees, Inventory & Receiving
  • Insurance verifying
  • Patient documentation
  • Patient registration
  • Insurance authorizations
  • Computer literacy
  • Healthcare
  • Teamwork
  • Customer service
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Registration and scheduling
  • Verbal and written communication
  • Decision-making
  • Detail-oriented
  • Patient education
  • Documenting and recording information

Computer Skills

Type 40 wpm. Excellent basic clerical and computer skills. Proficient in Microsoft Office, Veterans Health Information System and Technology Architecture (VISTA), VISTA Scheduling GUI, Computerized Patient Record, System (CPRS), Veterans Information Solution (VIS), Veterans Health Identification Card (VHIC), Enrollment System (ES), Health Eligibility Center (HEC), Document Manager and other software programs as needed to complete assigned duties.

Timeline

Retail Sales Associate

The Love Store
09.2023 - 03.2025

P/S- Patient Navigator-VES

VA Southern Nevada Healthcare System
01.2022 - Current

Advanced Medical Support Assistant

VA Southern Nevada Healthcare System
01.2018 - 01.2022

Back Office Medical Assistant

Nevada Cancer Institute-UMC Hospital
01.2010 - 01.2011

Certified Medical Assistant

Desert Orthopedic Center
01.2007 - 01.2016

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St. Joseph Academy

Sanford Brown Institute

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