Rayan Cooper
Rosharon
Summary
Results-driven and highly experienced Medical Support Assistant with over 24 years in the medical field. Proficient in supporting physicians during patient examination procedures, accurately documenting patient information, and delivering comprehensive patient education. Possesses extensive knowledge of insurance company liaison procedures and a strong command of medical terminology. Committed to providing exceptional support and contributing to the overall efficiency of healthcare delivery.
Overview
24
24
years of professional experience
Work History
Advanced Medical Support Assistant, GS-6, Step 4
U S Department of Veterans Affairs
02.2024 - Current
- Company Overview: VISN 17 Clinical Contact Center
- Responsible for answering ACD lines, secure messages, and chat messages, greeting patients relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling/ rescheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- Provides information and resolution to Veterans’ requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.
- Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
- Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught. Resolves Veteran complaints as appropriate.
- Assist in taking calls for different sites within VISN 17 CCC when call volumes rises and performs other duties assigned to ensure efficient and effective operations.
- Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
- Participates in team huddles and meetings with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients.
- VISN 17 Clinical Contact Center
Detailed Lead Medical Support Assistant, GS-7, Step 2
Michael E DeBakey VA Medical Center
09.2023 - 01.2024
- Company Overview: Houston TX
- Responsible for ensuring accurate and timely scheduling of community care referrals.
- Observes training needs and relay needs to supervisor.
- Responsible for conducting ongoing reviews to ensure quality of work.
- Participates in stations rotations to assist with on station orientation and monthly employee building rotations.
- Reviews and complete timecards in VATAS for employees.
- Responsible for creating and maintaining employee work assignments/schedules.
- Assist with distributing workload and ensuring all training requirements are met.
- Orienting and providing on the job training for new and current employees.
- Assuring coverage of all areas of responsibility.
- Acts as liaison between the Supervisory MSA and staff to resolve conflicts within the service.
- Houston TX
Advanced Medical Support Assistant, GS-6, Step 2
Michael E DeBakey VA Medical Center
04.2021 - 09.2023
- Company Overview: Houston TX
- Responsible for making outbound calls to patients to opt-in and obtain scheduling preferences for community care scheduling and ensure accurate and timely scheduling of consults.
- Responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
- Acts as a liaisons between the veteran and the vendors regarding community medical care and VA clinical services.
- Responsible for generating and sending referral documents/authorizations to community care vendors for scheduling and billing.
- Assist the clinical providers in coordinating certain administrative details, appointment schedules and clinic consult services.
- Responsible for weekly monitoring and corrective actions of duplicate providers appointments and consults, scheduling errors and consults management.
- Perform clerical duties such as data entry, answering ACD lines, emailing and written correspondence.
- Sets priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations.
- Participates in team huddles and meetings to manage, plan, problem solve, and follow up with patient care by sharing information and collaborating with interdisciplinary team to ensure medical care is met within community care.
- Houston TX
Clinical Administrative Associate
UTMB Correctional Managed Care
12.2014 - 04.2021
- Company Overview: Dayton, TX
- Manage payroll and financial affairs for employees within cluster across three facilities on bi-weekly and monthly basis.
- Oversee, manage, and prepare medical and financial records and documents for up to 2,200 patients.
- Schedule and coordinate meetings, appointments, and travel arrangements for clinical staff and management.
- Prepare weekly, quarterly, and monthly reports based on clinic performance mandates and objectives set by UTMB.
- Oversee $2 million worth of inventory for medical clinic and place specialty orders for medical supplies as needed.
- Able to collaborate, communicate & manage scheduling for 4 medical providers. Provide medical assistance within the clinic as needed (i.e. check in and out processes, updating chart records, and vital signs prior to appointments).
- Organized, prepare, and conduct monthly staff meetings and trainings.
- Perform basic administrative duties (i.e. faxing, emailing, copying, written correspondence, and answering phones).
- Dayton, TX
Clerk II
Texas Department of Criminal Justice
08.2013 - 12.2014
- Company Overview: Dayton, TX
- Maintained, organized, and secured data information systems.
- Retrieved and organized data from databases.
- Analyzed and disseminated data in reports and forms.
- Filed various forms, records, and reports.
- Independently set priorities, created, and maintained work log for various processes.
- Performed basic administrative duties (i.e. faxing, emailing, copying, and answering phones).
- Dayton, TX
Health Information Management Technician II
Texas Children’s Hospital
01.2006 - 08.2013
- Company Overview: Houston, TX
- Evaluated and maintained patient medical records for accuracy and regulatory compliance in EPIC.
- Complied and maintained patient medical records to document medical conditions and treatment to evaluate improvement.
- Ensured physicians completed medical records within one month of patient discharge to maintain compliance with JACHO, organization, and state regulations.
- Compiled statistics for various reports.
- Knowledge of policies & procedures to process requests for release of information in accordance with HIPPA guidelines for various stakeholders.
- Advanced knowledge of medical terminology to perform medical billing, coding, and insurance verification.
- Houston, TX
Admission Representative
Sourcecorp at Tulane Hospital
06.2001 - 08.2005
- Company Overview: New Orleans, La
- Able to communicate tactfully and effectively greet patients and visitors, obtained, entered, and updated demographics, clinical, and insurance information in the system.
- Explained and obtained signatures for admission forms and other important documents.
- Scheduled and confirmed patients appointments.
- Documented on accounts accurately providing information required for review or follow up on patients accounts.
- Performed basic administrative duties (i.e. faxing, emailing, copying and answering phones).
- New Orleans, La
Education
Associate of Applied Science - Health Information Management
San Jacinto College
Houston, TX01.2011
Skills
- Experienced in Microsoft Office applications
- Administrative/Healthcare Management
- VISTA
- Consult Tracking Manager
- EPIC Systems
- Electronic Medical Record (EMR) Software
- Medical Coding and Billing
- HIPAA Compliance
- Medical Terminology
- CPRS
- Health Share Referral Manager (HSRM)
- Team collaboration
- VSE
- HEALTH CONNECT CRM
Timeline
Advanced Medical Support Assistant, GS-6, Step 4
U S Department of Veterans Affairs
02.2024 - Current
Detailed Lead Medical Support Assistant, GS-7, Step 2
Michael E DeBakey VA Medical Center
09.2023 - 01.2024
Advanced Medical Support Assistant, GS-6, Step 2
Michael E DeBakey VA Medical Center
04.2021 - 09.2023
Clinical Administrative Associate
UTMB Correctional Managed Care
12.2014 - 04.2021
Clerk II
Texas Department of Criminal Justice
08.2013 - 12.2014
Health Information Management Technician II
Texas Children’s Hospital
01.2006 - 08.2013
Admission Representative
Sourcecorp at Tulane Hospital
06.2001 - 08.2005
Associate of Applied Science - Health Information Management
San Jacinto College
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