NICOLASA POLANCO
Monroe,NY
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals as Program Analyst.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead Medical Support Assistant
Department of Veteran Affairs
Bronx, NY
01.2024 - Current
- Responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining the training needs of MSAs to provide support across interdisciplinary settings.
- Assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care, analyzes data, and prepares accurate reports on a regular and recurring basis. Develop, analyze, evaluate, advise on, or improve the effectiveness of work methods and procedures, organization, utilization, information, and documentation systems.
- Ensuring accurate and timely scheduling of appointments, providing guidance to staff members, including changes in policies and procedures, creating and maintaining employee work schedules, and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.
- Advanced knowledge of medical terminology, ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
- Ability to organize work, set priorities, and delegate tasks and responsibilities in order to meet deadlines.
- Skill in communicating with individuals to obtain the desired effect, and coordinating with a variety of interdisciplinary care team staff.
- Ability to provide staff development and training.
- Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs.
- This includes the ability to follow up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.
- Runs reports of workload and ensures deviations from planned workload are detected and addressed.
- Obtains, organizes, files, and retrieves reports and numerical data for use in preparing status reports for meetings.
Advanced Medical Support Assistant
Department of Veteran Affairs
Wappingers Falls, NY
06.2022 - 01.2024
- Collaborated and communicated with a wide range of medical clinicians across multiple disciplines to accomplish team goal setting to ensure medical care to patients is met
- Independently set priorities and organize work to meet deadlines, ensuring compliance with established processes and regulations
- Communicating tactfully and effectively electronically, by phone or in person
- Preparing reports in various formats and present various organizational levels and resolving patient concerns
- Knowledge of technical healthcare processes including but not limited to, scheduling across interdisciplinary coordinated care delivery and or care in the community models and patient health portal as it related to access to care
- Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and or care in the community operational; activities that affect patient flow, and patient support care administrative functions, to include, but not limited to appointment cycles, outside patient referrals, follow up care, over booking provider availability
- Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians
- Software Programs cprs, hsrm, refdoc, vista,rightfax
Emergency Department Service Associate
Garnet Health Medical Center
Middletown, NY
03.2021 - 06.2022
- Oversaw hospital equipment management and ensured timely delivery and pickup from all units.
- Trained new staff.
- Supported procedures for maintaining equipment and stocked items.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to patient needs.
- Adhered to all safety regulations when handling merchandise or operating equipment.
Lead Medical Assistant
Monroe Pediatrics
Monroe, NY
11.2017 - 03.2021
- Conducted and recorded vital signs, finger sticks, and CBC tests to obtain results.
- Documented notes during patient visits in the electronic medical record system.
- Evaluated lab specimens according to established protocols before sending them off for further testing.
- Verified appointment times with patients, preparing charts, and consent forms.
- Scheduled appointments for patients via phone and in person.
- Monitored inventory levels of medical supplies and equipment in order to maintain adequate stock at all times.
- Regularly attended meetings with department heads in order to discuss any changes or updates related to policies or procedures.
- Organized charts, documents and supplies to maintain team productivity.
- Managed front office operations, including scheduling patient appointments and managing patient records.
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Incorporated outside records into charts and EMR.
- Guided patients to room, recorded vital signs, discussed patient medical history and entered information for physician or other clinical staff to review.
- Supervised, trained and coached team of medical assistants.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
Education
Certificate of Technical Studies - Cardiovascular Technologist
Everest Institute
Kendall, FL01.2006
High School -
Robert Morgan High School
Miami, FL01.2004
Skills
- Team Management
- Patient assignment
- Critical thinking
- MSA training and development
- Data Management
- Health care coordination
- Scheduling management
- Supporting Team-Based Care
- Issue resolution
- Process Improvement
- Compliance
- Technical proficiency
- Communication
- NEAR (National Enrollment Application and Registration)
Certification
- CCMA
- Basic Life Support (CPR/AED), American Heart Association, 21541922712
References
Available upon request
Languages
Spanish
Native/ Bilingual
Timeline
Lead Medical Support Assistant
Department of Veteran Affairs
01.2024 - Current
Advanced Medical Support Assistant
Department of Veteran Affairs
06.2022 - 01.2024
Emergency Department Service Associate
Garnet Health Medical Center
03.2021 - 06.2022
Lead Medical Assistant
Monroe Pediatrics
11.2017 - 03.2021
Certificate of Technical Studies - Cardiovascular Technologist
Everest Institute
High School -
Robert Morgan High School
Similar Profiles
MARIANNE GONTAMARIANNE GONTA
Vocational Rehabilitation Counselor at U.S. Department of Veteran Affairs, Veteran Benefits AdministrationVocational Rehabilitation Counselor at U.S. Department of Veteran Affairs, Veteran Benefits Administration
Rebecca McKeeRebecca McKee
Legal Administrative Specialist at Department of Veteran Affairs, Veteran Benefits AdministrationLegal Administrative Specialist at Department of Veteran Affairs, Veteran Benefits Administration
Frances GarofanelloFrances Garofanello
Supervisory, Human Resources Specialist at Department of Veteran Affairs, Veterans Benefits AdministrationSupervisory, Human Resources Specialist at Department of Veteran Affairs, Veterans Benefits Administration
Fiona AlexanderFiona Alexander
Primary Care Mental Health Integration (PCMHI) Collaborative Care Manager (CoCM), RN Mental Health, Medication Management at Department of Veteran Affairs, North Florida/South GeorgiaPrimary Care Mental Health Integration (PCMHI) Collaborative Care Manager (CoCM), RN Mental Health, Medication Management at Department of Veteran Affairs, North Florida/South Georgia
Loriana AvilesLoriana Aviles
Administrative Aide II at New York UniversityAdministrative Aide II at New York University