Nikyta Brown
Indianapolis,IN
Summary
Self-motivator, eager and customer-oriented with a diverse background and over 25 years of expertise working in customer service. Strong case planning, interviewing, counseling, staff development, reviewing and negotiating grievances. Highly skilled in understanding, explaining and interpreting Labor Relation and Laws. Remarkable management, prioritization and organizational skills as well as assertive communications both verbal and written.
Empathetic, effective and motivated professional combines extensive clinical experience and knowledge with compassion. Detailed understanding of protocols governing medical test preparation and documentation. Vital asset for processing medical and insurance claims.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Overview
25
25
years of professional experience
Work History
Supervisory Medical Support Assistant
Department Of Veterans Affairs
04.2023 - Current
- Serves as Supervisor of Advanced Medical Support Assistants for the PACT Teams at the Brownsburg Clinic
- Serves as Supervisor of Lead Medical Support Assistant for the PACT Teams at the Brownsburg Clinic
- Provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements
- Collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations
- Provide briefings, orientations, staff development, and training in a patient support setting
- Manage fiscal matters, forecast resource and equipment needs, and identify budget needs
- Advanced knowledge of managing or leading patient support staff in a clinic
- This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
Lead Medical Support Assistant
Department Of Veterans Affairs
01.2021 - 04.2023
- Serves as Lead MSA for the PACT Teams at The Brownsburg Clinic
- Participates in daily huddles and monthly PACT meetings
- Assigning and evaluating the work of subordinate staff (AMSA’S)
- Providing guidance to staff members to include changes in policies and procedures
- Resolving complex problems to ensure patient services are met
- Identifying educational or training needs
- Creating and maintaining employee work schedules
- Communicate with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information
- Setting priorities and deadlines, adjusting the flow of the work to meet team and patient needs
- Performing administrative follow up actions; participating and providing input in problem solving on operational issues or procedures in team meetings
- Independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care
- Clearly communicating and relaying pertinent patient information, facts and circumstances
- Orienting and providing on the job training for new and current employees
- Ensuring accurate and timely scheduling of appointments
- Resolves daily workplace issues and maintains efficient workflow
- Provides information and resolution to Veterans’ requests within scope, uses administrative judgement to escalate symptomatic concerns
- Monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients
- Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.
Advanced Medical Support Assistant
Department Of Veterans Affairs
01.2016 - 01.2021
- Serves as an Assistant Lead MSA for the PACT teams at the Indy West Clinic
- Participates in daily huddles and monthly PACT meetings
- Provides front-line customer service to over 6,000 veterans
- Effectively communicates with employees on setting deadlines and priorities as pertaining to patient care
- Positively identify veterans concerns and communicate effectively to resolve any issues on hand and initiate proper follow up care
- Fully successful with all requirements to run the front office with advanced knowledge of policies and procedures in the VA system
- Interpret rules and regulations for patients concerning hospital admissions, nursing home orders, dental, and fee-based consults
- Release of Information Specialist
- Update patient demographics and advance directive POC
- Maintain multiple reports concerning patients
- Coordinate patient referrals
- Drafting Correspondence
- Receiving and listening to patient requests for information, compliments, complaints, concerns, and issues
- Establishes, maintains, reviews, determines, processes, and closes payroll accounts for employees in both the Indy West and West Lafayette CBOC’S
- Indy West and West Lafayette Timekeeper
- Assisting in monitoring and ordering office supplies
- Participates in team huddles and team meetings to manage and plan patient care
- Setting priorities and deadlines, adjusting the flow of the work to meet team and patient needs
- Performing administrative follow up actions; participating and providing input in problem solving on operational issues or procedures in team meetings
- Independently follows up on team huddles by sharing information and collaborating with the medical team to assure continuity of care
- Clearly communicating and relaying pertinent patient information, facts and circumstances.
Patient Experience Specialist
Community Hospital
01.2014 - 01.2016
- Consistently used for training, developing and mentoring new employees as well as seasonal employees
- Assess situations and assist the team in developing solutions to achieve excellence in customer service while ensuring the financial viability of the hospital
- Collect and verify patient and insurance demographics
- Secure pre-certifications and/or pre-notifications for patient services
- Collection of co-pay and deposits prior to services and providing financial assistance to patient; Responsible for recognizing the patients’ ability to pay or need of assistance, as well as, assisting patients in their efforts to obtain services within Community Health Network in a timely manner
- Assisting in the productions of cumulative reports which include categorization of patient inquiries, concerns and issues in order to track and trend the patterns and identify opportunities for improvement in performance and the processes of care; entering data in the patient tracking system on a regular and timely manner; providing input into the development and conducting of appropriate customer service surveys; assisting in the collection and analysis of data relating to customer services, and assists to identify system problems relating to customer service standards; and performing many administrative functions
- Drafting Correspondence
- Maintaining an electronic filing system
- Tracking multiple suspense items
- Tracking Data.
Program Consultant
Orbis Education
Indianapolis, IN
01.2012 - 01.2014
- Provided information and answers regarding offered nursing programs
- Advance prospective students in application process by offering opportunities to have transcripts assessed
- Collecting and Validating Data
- Maintain audit reports
- Organized work, set priorities and delegate tasks/responsibilities in order to meet admission deadlines
- Train incoming Pre-Admission Call Center Representatives.
Customer Sales & Service Specialist
AT&T
Indianapolis, IN
01.2000 - 01.2011
- Provide superior inbound and outbound customer service for a national customer base
- Possess exceptional ability to build productive customer relationships, resolve complex issues and win customer loyalty
- Demonstrate outstanding problem solving and active listening skills—able to diffuse difficult customer situations with tact and ease
- Chief Union Steward bridging the gap between the company and employee relationships in a positive manner
- Utilizing strong interpersonal, professional and problem-solving skills
- Consistently used for training and mentoring new employees
- Apart of the Award-Winning Executive Complaints Resolution Center (ECRC)
- Receiving and listening to customer requests for information, compliments, complaints, concerns, and issues
- Provided oral and written responses to internal customers and the general public pertaining to questions and requirements pertaining to the guidelines and laws
- Last point of contact before customers would take their complaints to the Public Utilities Commission (PUC).
Education
Associates Degree, General Studies -
Ivy Tech Community College
12.2013
Skills
- Ability to organize work
- Set priorities
- And delegate tasks/responsibilities to meet deadlines
- Extracting and analyzing data
- Excellent Communication skills
- Excellent Attention to Detail
- Evaluating new products and systems
- Very strong collaboration skills
- Very strong interpersonal skills
- Very strong presentation skills
- Very strong problem-solving skills
- Experienced with Labor Relations
- Experienced with contract negotiations
- Experienced in Business Laws and Ethics
- Able to identify employees and patients that are in need of help
- Ability in relaying lifesaving emergency communication to medical emergency personnel including medical providers
- Law enforcement
- And emergency dispatch personnel to assist in locating individuals for crisis intervention
Employmenthonors
- AT&T Shining Star Award (2004)
- AT&T Shooting Star Award (2003)
Community Service
National Empowerment Group, Inc, Minneapolis, MN, Houston, TX, Community Outreach Coordinator, 5, Assist in locating female candidates that can benefit from self-confidence seminars
Mentor women by promoting self-confidence and creating personal goals
Timeline
Supervisory Medical Support Assistant
Department Of Veterans Affairs
04.2023 - Current
Lead Medical Support Assistant
Department Of Veterans Affairs
01.2021 - 04.2023
Advanced Medical Support Assistant
Department Of Veterans Affairs
01.2016 - 01.2021
Patient Experience Specialist
Community Hospital
01.2014 - 01.2016
Program Consultant
Orbis Education
01.2012 - 01.2014
Customer Sales & Service Specialist
AT&T
01.2000 - 01.2011
Associates Degree, General Studies -
Ivy Tech Community College
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