Melissa Washington
Dayton,OH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Acting AMSA Supervisor
Dayton VA Medical Center
2023.08 - Current
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Determined required job seeker qualifications for potential interview by reviewing and evaluating resume and application information.
- Assisted in leading each shift by delegating duties and assigning specific tasks to 12 employees.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Partnered with management to coach, discipline and manage employees.
- Built highly productive teams through team building, clear communication and ongoing coaching.
- Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.
- Developed and distributed employee work schedules based on operational needs and employee requests.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained confidentiality of all patient information to conform to HIPAA, internal, and other regulatory standards.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Developed systems and procedures to improve operational quality and team efficiency.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Kept high average of performance evaluations.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
Lead AMSA
Dayton VA Medical Center
2023.01 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Answered phone calls and answered questions from potential customers.
- Handled complaints and questions, and re-directed calls to other team members.
- Acted as first point of contact and set appointments for prospective clients.
- Used provided call list to sort, organize and prioritize before making outbound calls to potential customers.
- Checked-in visitors, distributed visitor badges, and managed logbooks to comply with security initiatives.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Assisted coworkers and staff members with special tasks on daily basis.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Reviewed, implemented and updated company records related to team activities for future reference.
AMSA
Dayton VA Medical Center
2022.02 - 2023.01
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Communicated professionally with colleagues, freelancers and clients.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Sought ways to improve processes and services provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Lead Medical Assistant
FIRST PRIORITY URGENT CARE
2019.12 - 2022.01
- Precepted newly hired medical assistants to train each on office procedures and important tasks.
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Monitored office procedures to correct problems and implement proactive improvements for better patient flow.
- Met operational targets consistently by guiding and motivating medical assistant team to effectively handling administrative and clinical needs.
- Assisted physicians and nurses with clinical procedures such as drug tests, Covid swabs, and blood draws.
- Coordinated work of junior staff to keep team performance high and effectively handle needs of 15+ patients per day
- Enforced department policies and procedures to keep team operating effectively and delivering top-notch care.
- Protected patients and staff from infection risks by routinely cleaning and disinfecting common areas and patient rooms.
- Audited samples and refrigerated medications to verify freshness and remove any expired packages.
- Collected co-payments from patients for visits and completed daily cash deposits to secure funds.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Taught patients about medications, procedures and care plan instructions.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Prepared and administered medications to alleviate patient symptoms.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Obtained payments from patients and scanned identification and insurance cards.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Registered and verified patient records before triage with most up-to-date information.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Provided proper scheduling of patients, ensuring timely and effective allocation of resources and calendars.
- Developed close working relationships with front office and back office staff.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Addressed and remedied all patient or team member issues.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Developed policies and procedures for effective practice management.
- Built relationships with physicians to create steady referral pipeline.
- Consulted with healthcare professionals on business decisions.
- Recruited, hired and educated staff on state and federal statutes on sleep service and independent diagnostic testing facility(IDTF) guidelines.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Direct Support Professional
Choices Community In Living
2017.08 - Current
- Assisted disabled clients to support independence and well-being.
- Maintained clean, safe and well-organized patient environment.
- Monitored progress and documented patient health status changes to keep care team updated.
- Administered medication as directed by physician.
- Minimized injuries to staff or patients through support or restraint to control patient movements.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Assisted with daily living activities, running errands and household chores.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted patients with bathing, grooming, dressing and oral hygiene care both in private residences and facilities.
- Transported clients to and from medical appointments with safety and efficiency.
- Provided compassionate and patient-focused care to cultivate well-being.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
- Replaced bandages, dressings and binders to care for wounds and encourage healing.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Supervised daily activities and provided assistance to staff.
Assistant Store Manager
Sonic DriveIn
2008.08 - 2014.02
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues and promote brand loyalty.
- Explained services and products to customers in friendly and engaging way.
- Resolved escalated concerns using professionalism and understanding of facets of issue.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Enhanced supervisory and leadership abilities by working closely with mentoring General Manager.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
Education
Bachelor Of Science Health Administration - Healthcare
University of Phoenix
OnlineMEDICAL ASSISANT -
ROSS MEDICAL EDUCATION CENTER
DAYTON OHMEDICAL ASSISTANT -
ROSS MEDICAL EDUCATION CENTER
DAYTON OH01.2020
CNA -
Ohio Medical Career College
Dayton, OH04.2015
GED -
TROY ABLE PROGRAM
Troy, OH06.2010
Skills
- Customer Satisfaction
- Critical Thinking
- Applicant Interviews
- Staff Management
- Creative Solutions
- HIPAA Guidelines
- Administrative Duties
- Motivating Performers
- Verbal and Written Communication
- Service Scheduling
- Medical Terminology
- Effective Multitasking
- Patient Care
- Meal Planning and Preparation
- Independent Living
- Developmental Disabilities
- Safety Behaviors
- EMR Systems
- Diet and Nutrition
- Dietary Needs
- Patient Education
- Household Chores
- Client Support
- Medical Office Administration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Timeline
Acting AMSA Supervisor
Dayton VA Medical Center
2023.08 - Current
Lead AMSA
Dayton VA Medical Center
2023.01 - Current
AMSA
Dayton VA Medical Center
2022.02 - 2023.01
Lead Medical Assistant
FIRST PRIORITY URGENT CARE
2019.12 - 2022.01
Direct Support Professional
Choices Community In Living
2017.08 - Current
Assistant Store Manager
Sonic DriveIn
2008.08 - 2014.02
Bachelor Of Science Health Administration - Healthcare
University of Phoenix
MEDICAL ASSISANT -
ROSS MEDICAL EDUCATION CENTER
MEDICAL ASSISTANT -
ROSS MEDICAL EDUCATION CENTER
CNA -
Ohio Medical Career College
GED -
TROY ABLE PROGRAM
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