Sharron White
Summary
Dynamic healthcare professional with extensive experience at Ralph H. Johnson VA Medical Center, excelling in data analysis and customer service. Proven track record of improving team efficiency by 20% and enhancing patient access. Strong leadership and problem-solving skills, adept at navigating complex regulatory environments and implementing process improvements.
Overview
13
13
years of professional experience
Work History
Medical Support Assistant (GS-6)
Ralph H. Johnson VA Medical Center
Charleston
04.2023 - Current
- Manage high-volume inbound calls in a federal contact center, assisting Veterans with account-related inquiries, resolving issues, and providing clear guidance on services and next steps
- Utilize Computerized Patient Record System (CPRS), Veterans Health Information Systems and Technology Architecture (VistA), and VistA Access Review (VAR), to research, update, and maintain patient and account information
- Apply federal regulations, policies, and standard operating procedures to scheduling, consult management, and documentation to ensure accuracy and compliance
- Review, analyze, and verify consult and account-related data to identify discrepancies, prioritize actions, and determine appropriate resolutions in alignment with VA policies and procedures
- Use systems including Consult Tracking Manager (CTM), VistA Access Review (VAR), and ISS Scheduling System, to track consult status, validate data, and ensure timely processing of appointments and services
- Document all interactions and account updates accurately in electronic systems, ensuring compliance with audit standards and regulatory requirements
- Communicate complex information to Veterans and stakeholders in a clear, professional, and customer-focused manner, including explaining processes, resolving concerns, and obtaining necessary information
- Provide Team Lead support during staffing shortages by assisting with workload coordination, resolving escalated issues, and maintaining continuity of operations in a high-volume environment
- Demonstrate strong stress tolerance and task management skills while handling high call volumes, urgent requests, and crisis-level situations requiring immediate escalation and response
- Trained new employees on roles and responsibilities, enhancing team effectiveness and integration.
- Serve as a Prevention and Management of Disruptive Behavior (PMDB) Trainer, delivering staff training on de-escalation techniques, safety protocols, and appropriate response to high-risk situations in accordance with VA guidelines
- Analyzed report data to identify trends, discrepancies, and workflow gaps, leading to actionable process improvements.
- Generated and distributed operational reports (Audio-Care, RTC, Insurance Capture Buffer (ICB) Web, Vet-Text) to support Team Leads, utilizing Microsoft Excel for workload tracking and performance monitoring.
- Participated in Virtual Aspiring Supervisor's Program to develop leadership skills and prepare for future supervisory roles. (Graduation date 05/2026)
Patient Access Team Lead
Medical University of South Carolina - Institute of Psychiatry
Charleston
07.2019 - 04.2023
- Supervised contact center staff supporting 13 outpatient clinics and 127 providers
- Coordinated scheduling and appointment management for diverse patient populations, ensuring timely access to care.
- Managed patient registration activities including verifying insurance eligibility, collecting co-pays and deductibles and scheduling appointments.
- Oversaw insurance verification process to facilitate timely patient admissions.
- Led patient access team to streamline intake processes and improve customer service.
- Resolved escalated customer concerns and account-related issues
- Educated patients on policies, procedures, and service requirements
- Monitored performance metrics and implemented workflow improvements
- Developed training materials for new hires in patient access procedures.
- Recruited, trained and supervised new staff members in accordance with established guidelines.
- Identified opportunities for process improvement within the department.
- Implemented best practices for data entry and patient record management systems.
- Performed quality assurance audits on various processes within the department.
- Collaborated with other departments on projects to ensure desired outcomes were met.
- Conducted performance reviews for all direct reports.
- Ensured compliance with all applicable laws, regulations, accreditation standards and organizational policies.
- Acted as liaison among hospital administration, clinical staff, and external vendors to enhance communication and service delivery.
- Ensured availability of necessary resources for operations.
- Organized workflow management systems to optimize efficiency within the department.
- Assisted in developing strategies to increase patient satisfaction scores.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Highlighted significant achievements in the role. Reduced no-show rates by 30% | Improved team efficiency by 20%
Regional Scheduling & Referral Coordinator
Medical University of South Carolina - Institute of Psychiatry
Charleston
06.2013 - 07.2019
- Coordinated referrals and scheduling across multiple clinics
- Coordinated patient scheduling by assessing availability and urgency.
- Scheduled appointments efficiently, minimizing delays for patient care and consultations.
- Managed communication between patients, providers, and insurance companies effectively.
- Handled high call volumes while effectively addressing patient concerns
- Assisted patients in understanding referral procedures and insurance coverage details.
- Reviewed referral requests for completeness and accuracy before processing them.
- Prioritized referrals according to urgency and adhered to appropriate referral deadlines.
- Reviewed demographic, clinical and insurance information before sending to referred specialists.
- Reviewed records to ensure accuracy and completeness
- Maintained accurate records in electronic health systems for all referral processes.
- Performed data entry related to referrals into electronic health record systems.
- Verified documents and associated records to catch and resolve discrepancies.
- Answered questions and resolved concerns raised by both patients and specialists.
- Communicated regularly with patients regarding their care plans following a referral.
- Adhered to HIPAA regulations when handling confidential patient information.
- Collaborated with interdisciplinary teams to streamline patient care pathways.
- Collaborated with internal departments to ensure smooth transitions for referred patients.
- Collaborated with external agencies to expedite referral processing.
- Trained new staff on referral protocols and electronic health record systems.
- Assisted in training new employees on the organization's policies for making referrals.
- Cultivated relationships with key stakeholders within the healthcare system to enhance referral processes.
- Conducted outreach to community providers for referrals and resources.
Education
Bachelor of Science - Management
Indiana Wesleyan University
Marion, IN05-2018
Skills
- Healthcare administration
- Veterans benefits coordination
- Policy and procedure interpretation
- Procurement support
- Inventory and supply management
- Data analysis and validation
- Microsoft Excel proficiency
- Database management
- Regulatory compliance
- Quality assurance
- Customer service excellence
- Contract and vendor management
- Process improvement strategies
- Report preparation skills
- Administrative operations oversight
- Team leadership abilities
- Problem solving expertise
Accomplishments
- Selected by leadership to participate in and successfully complete the VA Virtual Aspiring Supervisor Program (VASP). Graduate date May, 2026
- Conduct Environment of Care (EOC) Safety Rounds to support Joint Commission readiness, identify safety concerns, and improve outpatient clinic operation
- Selected as a PMDB Trainer, providing instruction on Prevention and Management of Disruptive Behavior principles and de-escalation techniques.
- Serve as Acting Team Lead supporting operational workflow, productivity reporting, staff guidance, and daily clinic operations.
- Train new Medical Support Assistants and Advanced Medical Support Assistants on VA systems, scheduling procedures, consult management, documentation requirements, and effective Veteran communication.
- Consistently received Exceptional performance evaluations and positive recognition from providers, supervisors, and interdisciplinary team members for professionalism, reliability, and commitment to Veteran-centered care.
Timeline
Medical Support Assistant (GS-6)
Ralph H. Johnson VA Medical Center
04.2023 - Current
Patient Access Team Lead
Medical University of South Carolina - Institute of Psychiatry
07.2019 - 04.2023
Regional Scheduling & Referral Coordinator
Medical University of South Carolina - Institute of Psychiatry
06.2013 - 07.2019
Bachelor of Science - Management
Indiana Wesleyan University