Mindy Grier Songer
Durham,US
Summary
Dedicated and dependable Advanced Medical Support Assistant with over 20 years of combined healthcare administration, clinical coordination, and leadership experience. Skilled in scheduling, patient flow management, chart documentation, and interdisciplinary collaboration. Proven ability to support VA initiatives for access to care, ensure compliance with policies, and deliver exceptional customer service in high-volume environments. Recognized for reliability, problem-solving, and process improvement.
Overview
22
22
years of professional experience
1
1
Certification
Work History
ADVANCED MEDICAL SUPPORT ASSISTANT – VISN 6 CLINICAL CONTACT CENTER
DEPARTMENT OF VETERAN AFFAIRS
Durham, US
05.2022 - Current
ADVANCED MEDICAL SUPPORT ASSISTANT / MEDICAL SUPPORT ASSISTANT – HAS CALL CENTER
DEPARTMENT OF VETERAN AFFAIRS
Durham, US
12.2015 - 05.2022
- Managed scheduling for primary care appointments.
- Placed notes in veterans’ charts for PCP team follow-up.
- Delivered frontline customer service in compliance with HIPAA.
- Assisted in emergency response communications.
- Provided informal leadership (2016–2022).
- Utilized Vista, GUI, and CPRS systems for appointments and documentation.
- Serve as a key point of coordination for patient care, clinic operations, and emergency response.
- Initiate and coordinate emergency code responses via overhead paging and electronic alerts.
- Manage scheduling, consult tracking, and clinic utilization for multiple specialties.
- Screen patients for eligibility, obtain histories, and update records in EHR.
- Assist in crisis management by relaying urgent messages and supporting interventions.
- Train new MSAs on scheduling protocols, emergency procedures, and VA systems.
OFFICE MANAGER / CLINICAL ASSISTANT (SUPERVISOR)
COMPASS OF NORTH CAROLINA
Garner, US
09.2013 - 11.2014
- Supervised administrative and clinical functions.
- Oversaw scheduling, billing, and staff workflow.
- Coordinated audits and inspections with 100% compliance.
- Managed daily operations for a busy behavioral health and psychiatric clinic.
- Assisted staff in high-acuity psychiatric situations including suicidal/homicidal patients.
- Coordinated care between providers, ERs, and law enforcement.
- Maintained compliance with HIPAA, Joint Commission, and documentation requirements.
- Provided patient screening and intake assessments.
CERTIFIED NURSING ASSISTANT I & II (TEAM LEADER)
DUKE HOSPITAL EMERGENCY ROOM
Durham, US
01.2004 - 06.2005
- Directed daily CNA assignments and team huddles.
- Served as backup in high-acuity situations.
- Led a team of CNAs providing trauma and emergency care for 20–30 patients per shift.
- Assisted physicians and nurses in 50+ emergency procedures monthly.
- Monitored and managed patients on suicide and homicide watch, providing one-to-one observation.
- Supported rapid triage, obtained vitals, and documented patient status.
- Provided wound care and patient education on post-discharge care.
- Assisted with diagnostic testing including EKGs, glucose checks, and specimen collection.
- Recognized for leadership and communication skills.
Education
Certified - Certified Nursing Assistant II
Duke Hospital
Duke University Education Department 12.2006
Certificate - Certified Nursing Assistant I
Geri Care
Durham, NC12.2003
Associate Degree - Registered Medical Assistant
Alamance Community College
Graham, NC12.2000
High School Diploma -
Chapel Hill High School
Chapel Hill, NC06-1993
Skills
- Leadership and team supervision
- CPRS documentation
- scheduling and patient flow optimization
- VVC
- Telehealth
- Face-to-face scheduling
- Chart documentation for PCP teams
- Triage support
- Call center operations
- Process Improvement
- Quality assurance
- HIPAA compliance
- Confidentiality
- Interdisciplinary team collaboration
- Appointment scheduling
- Patient advocacy
- HIPAA compliance
- Patient education
- Customer service
- Emergency response coordination
- Conflict resolution
- Time management
- Team leadership
- Attention to detail
- Effective communication
- Problem solving
- Crisis management
- Staff training
- Patient appointment management
- Patient scheduling abilities
- Medical office procedures
- Medical terminology
- Conflict resolution techniques
- Appointment scheduling expertise
- Proficient in patient scheduling
- Patient scheduling
- Medical office support
- Strong communication
- Medical terminology proficiency
- Continuous learning mindset
- Organizational growth
- Data entry proficiency
- Patient communication
- Adaptable
- Indirect patient care
- Communicating with patient families
- Anatomy and physiology
- Companionship and emotional support
Education And Affiliations
- Certified Nursing Assistant I, Duke Hospital, 2004–2006
- Registered Medical Assistant, Geri Care, 2003
- Associate Degree, Alamance Community College, 2000
- Member, American Medical Technologist
Additional Information
Committed to VA’s I CARE values: Integrity, Commitment, Advocacy, Respect, Excellence., Strong interpersonal and communication skills; build trust with veterans, families, and staff., Proven ability to adapt in fast-paced environments, meeting standards under pressure., Dedicated to improving patient access, scheduling accuracy, and customer service., Team-oriented collaborator supporting colleagues and leadership to meet VA goals.
Hiring Authority Status
Schedule A Hiring Authority Applicant
Xp10 Point Preference
True
Special Awards
- Department of Veteran Affairs ICARE Award, 2016, 2018, 2019, 2021
- Special Recognition Award – Patient Advocate Liaison Program, 2019
- Patient Experience Call Center Award, 2021
- Duke University Healthcare System – Eight Gold Customer Service Stars, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 2011
Leadership Highlights
- Supervisor, Compass of North Carolina, 09/01/13, 11/30/14
- Team Leader, Duke Hospital Emergency Room, 01/01/04, 06/30/05
- Informal Leadership, Mentored staff, guided workflow priorities, and supported colleagues in VA roles, 01/01/16, 12/31/22
Accomplishments
Department of Veteran Affairs ICARE Award (2016, 2018, 2019, 2021)
Certification
American Medical Technologist
Timeline
ADVANCED MEDICAL SUPPORT ASSISTANT – VISN 6 CLINICAL CONTACT CENTER
DEPARTMENT OF VETERAN AFFAIRS
05.2022 - Current
ADVANCED MEDICAL SUPPORT ASSISTANT / MEDICAL SUPPORT ASSISTANT – HAS CALL CENTER
DEPARTMENT OF VETERAN AFFAIRS
12.2015 - 05.2022
OFFICE MANAGER / CLINICAL ASSISTANT (SUPERVISOR)
COMPASS OF NORTH CAROLINA
09.2013 - 11.2014
CERTIFIED NURSING ASSISTANT I & II (TEAM LEADER)
DUKE HOSPITAL EMERGENCY ROOM
01.2004 - 06.2005
Certified - Certified Nursing Assistant II
Duke Hospital
Certificate - Certified Nursing Assistant I
Geri Care
Associate Degree - Registered Medical Assistant
Alamance Community College
High School Diploma -
Chapel Hill High School