MERCY KORANG MANLY
Fredericksburg,VA
Summary
Clinical and administrative professional with experience in patient intake, EHR documentation, and front-office support in regulated settings. Known for accurate record handling, HIPAA and Privacy Act compliance, and consistent service quality through scheduling, triage, and case processing. Also contributes to team readiness through mentoring and workflow support.
Overview
2
2
Certifications
10
10
years of professional experience
Work History
Clinical Medical Assistant - Externship
WeCare Medical Associates LLC
Fredericksburg, VA
04.2025 - 06.2025
- Executed comprehensive patient intake, including vital signs acquisition, medical history documentation, and examination preparation.
- Supported physicians during clinical procedures such as Pap smears and pregnancy testing while upholding strict aseptic protocols.
- Educated patients on diagnostic procedures and treatment plans, enhancing understanding and adherence.
- Coordinated front-office operations, including appointment scheduling, telephone triage, and insurance processing, to ensure smooth patient flow.
- Ensured sterilization of medical instruments and proper disposal of biohazardous waste in accordance with OSHA standards.
Administrative Assistant - Contractor
Pension Benefit Guaranty Corporation (PBGC) via Serco
Alexandria, VA
01.2021 - 11.2021
- Rendered exceptional customer service to pension recipients, consistently attaining top quality scores and surpassing monthly Grade of Service (GOS) targets.
- Administered case documentation using CMS, IPAY Plus Web, IPS, and CRM systems, ensuring compliance with SOPs.
- Facilitated technical assistance for MyPBA online portal, supporting account creation, lockout resolution, and user navigation.
- Validated system data against specifications and resolved discrepancies to ensure data integrity.
- Mentored new hires through side-by-side nesting and coaching, improving the onboarding process and integration into the team.
- Safeguarded confidential participant information in full compliance with Privacy Act regulations.
Customer Service Representative I & II - Contractor
PBGC via GDIT & Zimmerman
Alexandria, VA
02.2017 - 01.2021
- Addressed complex inquiries regarding tax documentation and pension benefits, enhancing customer understanding and satisfaction.
- Processed Income Verification Letters (IVLs), 1099-R requests, and benefit applications, ensuring compliance with regulatory standards.
- Established MyPBA online accounts and updated participant information via CRM PROD, improved accessibility for users.
- Conducted on-the-job training for junior representatives to elevate service standards.
Customer Service Associate
The Home Depot
Springfield, VA
08.2015 - 02.2017
- Resolved escalated customer issues and managed order fulfillment, enhancing overall customer satisfaction.
- Collaborated with MOD and sales departments to improve customer experience and address feedback.
- Coordinated order processing, returns, and follow-ups to streamline operations within Order Management System.
Education
Certified Clinical Medical Assistant (CCMA) -
Eastern Virginia Career College
Fredericksburg, VA01-2025
Certified Nursing Assistant (CNA) -
1st Providence Health Care Training LLC
Fredericksburg, VA05-2020
FCSA Evaluation: BA Equivalency (USA) -
FCSA Evaluation
Accra-Ghana10-2018
BBA - Human Resource Management
Valley View University
Ghana01-2009
Skills
- Pap smear and pregnancy testing
- Patient triage
- EHR documentation and medical histories
- Diagnostic support: ECG and spirometry
- Specimen collection and analysis
- Instrument sterilization procedures
- Scheduling and patient advocacy
- Patient care coordination
- Patient satisfaction initiatives
- HIPAA compliance
- Privacy act and infection control
- Health information systems
- Insurance processing tools
- MyPBA portal and MS Office 365
- Medical billing
Certification
CPR / First Aid
Timeline
Clinical Medical Assistant - Externship
WeCare Medical Associates LLC
04.2025 - 06.2025
Administrative Assistant - Contractor
Pension Benefit Guaranty Corporation (PBGC) via Serco
01.2021 - 11.2021
Customer Service Representative I & II - Contractor
PBGC via GDIT & Zimmerman
02.2017 - 01.2021
Customer Service Associate
The Home Depot
08.2015 - 02.2017
Certified Clinical Medical Assistant (CCMA) -
Eastern Virginia Career College
Certified Nursing Assistant (CNA) -
1st Providence Health Care Training LLC
FCSA Evaluation: BA Equivalency (USA) -
FCSA Evaluation
BBA - Human Resource Management
Valley View University