PASSIOUS SELLERS

• Led coordination as Lead Medical Support Assistant, leveraging over 15 years of administrative experience to enhance clinic utilization through assessment of appointment availability and effective communication with patients and interdisciplinary teams, ensuring optimal patient care and smooth operations.

Identified patient care delays and resolved issues by promptly communicating with the Administrative Officer regarding any adverse occurrences affecting the facility.

· Managed appointment scheduling to promote efficient patient flow, achieving minimal scheduling errors and enhancing overall patient experience.

· Demonstrates exceptional communication/technical skills in written and oral techniques related to developing and delivering various forms of correspondence to managers, such as briefings and status/staff reports. Analyzing all internal and external telephone calls, visitors and vendors recording and/or relaying messages for Doctors, Nurses, Supervisor, stakeholders within the facility. Respond to inquiries concerning services offered at our location as well as our other healthcare facilities.

· Coordinating veteran appointment scheduling across various departments/services ensuring compliance with laws and regulations set forth by the Department of Veterans Affairs and provider schedule management performing quality reviews to ensure accurate, complete, adequate and appropriate scheduling has been completed; also manage staffing requirements, manage workflow priorities, and adjust the work flow to meet team and patient needs; being able to follow up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics; also processes medication refills; request renewal medications that are expired or out of refills; tracks status on prescription; educate Veterans in obtaining refills; provides appointment information; sends correspondence; provides information on returned medication policy; and explains how to obtain copies of medication profiles.

· Responded to Veteran inquiries regarding copayments for services. concerning service connected/special authority RX copayments.

· Managed telephone communications to resolve complex billing issues., responding to Veterans, their family members and/or legal representatives concerning pharmacy billing inquiries by answering questions and concerns and resolving complex billing issues.

· Explaining in detail the process of filing a claim for benefits, eligibility requirements, repayment plans, waivers, and advising what is needed for submission, along with any other relevant information for each different action necessary.

· Utilized advanced patient systems to support clinic operations. in support of multiple clinics in an interdisciplinary setting.

· Ability to utilize numerous advanced patient systems, scheduling systems in support of multiple clinics in an interdisciplinary setting.

· I possess knowledge of medical terminology and full understanding of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.

· Orientate and provide training for current and new employees using various systems; systems include, but are not limited to: Veterans Integrated System Technology Architecture (VistA), Computerized Patient Record System (CPRS),Vetlink, VA ISS, Insurance Capture Buffer (ICB), VHA Support Service Center (VSSC), Strategic Analytics for Improvement and Learning (SAIL), Patient Centered Management Model (PCMM), Business Intelligence Service Line (BISL), Scheduling Audit Tool (SAT), Patient Advocate Tracking System (PATS)and Veterans Affairs Portal to view external medical records. You will also provide patients' families and significant others with information about policies, guidelines, and regulations, as it pertain to eligibility and medical care concerns as allowed under HIPAA and the Privacy Act of 1974.

· Coordinated with patient care team to monitor clinic appointment availability, compile statistical information, and present findings during team huddles to support informed decision-making and improve patient care processes.

· Provides guidance to staff members to include but are not limited to; changes in policies and procedures; distributing and maintaining appropriate workload balance; creating and maintaining employee work schedules, assisting with fiscal matters by making recommendations regarding supply and equipment needs, and recommendations on the hiring of new staff collaborating with leadership to support strategic planning and fiscal responsibility.

· Addressed and resolved problems to maintain smooth operations., maintain self-sufficient operations in all areas of assignment.

· Skilled in managing patient support staff in a clinic setting, independently utilizing reference sources, decision making encourages the team to partner and resolve problems within a complex systems environment.

· Able to provide a wide 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, staff selection, and recommendation of awards, advancements.

· Able to partner, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to guarantee quality, continuity of care and ensure compliance with established policies and regulations. While serving as a Service level advocate, my duties also include:• Independently plan, organize, and execute work through leadership and management of assigned staff to meet requirements and complete the duties and responsibilities of this position.

• All inquiries included compliments or complaints, no matter how they are received; if it is in person, email, voicemail, congressional, mail, survey, MyHealtheVet, I ensure proper documentation in Veteran’s medical chart and routed to the point of service for assistance.

•Independently resolve issues that occur at the point of service, while also addressing more complex complaints that could not be resolved at the point of service.

• When a complaint is received, I explore all areas, working across all lines of authority and responsibility within the medical facility, to properly identify the nature and root cause of the problem to initiate appropriate action to expedite a resolution.

• Identify existing or potential problem areas and suggest solutions or alternatives to existing procedures that contribute to these problems, while serving as a liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Currently serve as Co-Chair of the VEC (Veteran Experience Committee), and a member of the PFAC (Patient Family Advisory Council), I listen and report back any suggestions, questions, comments, and concerns, that Veterans and family members may have back to the committee.

• Review proper documentation, records, and discuss with staff or witnesses regarding any practice that may have seemed to violate the patient's rights or which causes unnecessary discomfort or embarrassment to patients, their family, or the health care facility, and report such findings with recommendations for improvement to the Facility Director.

• Maintain solid knowledge of multiple systems and current computer technology.

• Skilled in compiling readily available data from prescribed sources.

• Reported backlogs and difficulties in meeting deadlines to the supervisor, including recommendations and plans for resolution.

• As a Medical Support Assistant I coordinated with patient care teams to review the clinic utilization by using various reports, ensured that the clinic setup was closely monitored to effectively support the needs of the clinic, and made any necessary adjustments. Duties also included; Providing a full range of receptionist, record maintenance, and any other clerical duties related to patient care and treatment in the Troop Medical Clinic, and the Soldier Readiness Program, Internal Medicine, Family Medicine, Pediatrics, Psychiatry and OB/GYN Clinics. My duties also included Receiving telephone calls, visitors, and patients to the facility, Responding to patient request via the patient call or online system, Relaying information and locating people, Greeting, directing, and providing detailed information to individuals who visit the clinic, Asking questions to obtain information necessary to determine the primary need or area of interest, Referring patients with perceived emergencies, Registering walk-in patients that are present for treatment, Observing patients for obvious signs of discomfort, illness or stress, Determining the purpose of the patient’s visit, Checking the patient’s eligibility for treatment using Deers, CHCS or AHLTA, Referring patients that cannot be verified for eligibility to the Patient Administration, Maintaining the walk-in/add-on schedule to ensure patients are seen in the appropriate order, Scheduling and coordinating appointments with other clinics, Completing administrative portions of patient’s admission, transfer or discharge, Obtaining, reviewing, and updating all medical charts prior to the patients arrival at the clinic, Recording physicians orders, Utilizing hospital information systems to enter and retrieve data, to create and edit profiles, templates, and schedules, to freeze and release appointment slots, to cancel and/or reschedule patient appointments, to record patient insurance information, to review, edit and update patient demographic data, to record patient visits. Facilitated communication among patients, healthcare teams, and VA medical centers to enhance coordination of care.- I can demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. I am considered an expert in scheduling, canceling, re-scheduling patient’s appointments and/or consults, entering no-show information; monitoring several electronic wait lists, preparing for clinic visits, monitoring both inpatient and outpatient appointments for areas of responsibility, ensuring encounter forms are completed in order to obtain appropriate workload credit, verifying and updating demographics and insurance information, processing emergency and non-emergency transfers to VA and Military Treatment facilities or private hospitals and performing basic eligibility, co-pays and pre-authorization requirements for specific coverage such as TRICARE and I worked very closely with Managed Care to ensure that qualified patients were enrolled for benefits. I also worked the appointment line.. -Enter and manipulate and/or retrieve information and data from automated systems, such as, Composite Health Care System (CHCS), the Ambulatory Data System (ADS), the Armed Forces Health Longitudinal Technology Application (AHLTA), Medical Application and Process Solutions (MAPS), Patient Appointment System (PAS), Defense Manpower Human Resource System information (DMHRSi) and Clinical Information System (CIS), as appropriate to the area assigned.- Coordinated and scheduled patient appointments with various clinics.- Interpreting and verifying provider orders.- Processing of hospital admissions/transfers/discharges.- Managing and populating the bed management system- Scheduling, canceling, re-scheduling patient's appointments and/or consults.- Organized and prepared necessary materials for upcoming clinic visits.- Oversaw new enrollee appointment requests to streamline scheduling processes and improve patient access to care.- Supervised the anniversary means test process to ensure compliance.- Delivered means test counseling to Veterans, ensuring clarity on eligibility and benefits available.- Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. I also possess the following:- Ability to communicate tactfully professionally and effectively, both orally and in writing, in order to meet program objectives. This includes preparing reports in various formats and presenting data to various organizational levels.- Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.- Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process.- Advanced knowledge of medical terminology
• Managed patient scheduling and appointment coordination for healthcare services.
• Assisted healthcare providers with patient intake and medical history documentation.
• Maintained electronic health records using advanced medical software systems.