Rachelle Thames
Killeen,Tx
Summary
Healthcare Administrator with proven experience leading medical teams at the Department of Veterans Affairs and managing patient services in hospital settings. Demonstrates expertise in strategic planning, medical records management, and HIPAA compliance while maintaining operational excellence. Combines bachelor's degree in health administration with strong organizational and leadership capabilities to drive efficient healthcare delivery.
Overview
17
17
years of professional experience
Work History
Lead Medical Support Assistant
Veteran Affairs
01.2023 - Current
- Supervise medical assistant team delivering patient care services
- Implement quality control measures for medical documentation compliance
- Direct patient triage procedures in high-volume veterans' clinic
- Train staff on electronic health record systems
- Establish protocols for medical supply inventory management
- Orchestrated clinical staffing operations across multiple departments
- Daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of Advanced MSAs and all other MSAs within the unit to provide support across interdisciplinary settings.
- Assignments at this level include but are not limited to ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among MSA staff, patients, internal and external customers, and other interdisciplinary staff to resolve day-to-day conflicts.
- Data warehouse or scheduling queries, compliance, audits, and/or monitoring reports; set up, organize, and maintain record systems to include but not limited to timekeeping
- Identify customer's concerns and MSA team concerns, perform the tasks required to resolve the issue accurately and timely to create best patient and staff customer experience, and follow-up as necessary to ensure a satisfactory resolution.
Advanced Medical Support Assistant
Veteran Affairs
01.2019 - 01.2023
- Delivered comprehensive training on electronic health record systems implementation
- Led medical assistant teams in delivering exceptional patient care services.
- Established quality control protocols ensuring medical documentation compliance
- Optimized inventory management systems for medical supply chain efficiency
Certified Medical Assistant
Advanced Pain Care
01.2014 - 01.2016
- Perform a variety of administrative and clinical tasks under the direction of an office manager or physician.
- Administrative duties can include answering telephones, greeting patients, scheduling appointments, filing, insurance paperwork and updating medical records.
- Audit time and attendance cards after payment and leave are released to the processing center. The incumbent orders, stocks and retrieves disposable instruments, supplies and equipment used for multiple types of procedures, coordinating with Sterile Processing Service, Supply and Distribution Service, Lab, and Pharmacy to ensure all items for procedures are in stock and available for scheduled and urgent procedures performed daily.
- Transports patients pre-and post-procedure and process needed supplies, drugs, blood, reports, and equipment. Assists in collecting urine and performing urinalysis and prepares microscopic examination on selected patients.
- Gather and analyze the patient information such as reviewing history, physical information, medications, procedure request according to the physician's orders. Oversee data input of urinalysis testing for the biochemical testing automated data system
Patient Service Representative
Baylor Scott and White Hospital
01.2009 - 01.2014
- Managed patient registration process and insurance verification procedures
- Coordinated appointment scheduling across multiple medical departments
- Processed medical billing documentation and resolved payment discrepancies
- Reconciled daily financial transactions and insurance claims
- Facilitated communication between patients and healthcare providers
- Maintained confidential patient records in compliance with HIPAA regulations
Education
Bachelor of Science - Health Administration
University of Phoenix
Phoenix, AZ01.2025
Skills
- Strategic Planning
- Leadership Theories
- Detail Oriented , Problem Solving , Organizational Skills
- Coordinating Customer Service
- Medical Records , Communication
- Teaching
- Administrative Support Confidentiality
- Scheduling, Operations
- Management Microsoft Excel, Microsoft Office
- Critical thinking
- HIPAA compliance
- Staff training and development
- Scheduling management
- Healthcare administration
- Patient care coordination
- Appointment setting
- Medical coding
- Customer service
- Reliable team player
- Compassionate
- Electronic health records
- Clinical documentation
Timeline
Lead Medical Support Assistant
Veteran Affairs
01.2023 - Current
Advanced Medical Support Assistant
Veteran Affairs
01.2019 - 01.2023
Certified Medical Assistant
Advanced Pain Care
01.2014 - 01.2016
Patient Service Representative
Baylor Scott and White Hospital
01.2009 - 01.2014
Bachelor of Science - Health Administration
University of Phoenix