Shontia L. Richardson
North Las Vegas,NV
Summary
Healthcare operations specialist adept at optimizing workflows and supporting patient engagement. Experience in training new employees, resolving workplace issues, and preparing performance reports to drive continuous improvement and enhance service delivery across clinical settings.
Overview
13
13
years of professional experience
Work History
Lead Advanced Medical Support Assistant
Department of Veteran Affairs
Las Vegas, Nevada
03.2024 - Current
- Facilitated communication with physicians, case managers, and allied health professional staff, enhancing collaboration and workflow.
- Monitored and created work assignments, provided input on performance, and resolved daily workplace issues to maintain operational efficiency.
- Delivered educational sessions to train new employees on clerical processes, ensuring understanding of functions and goals.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Trained and mentored a team of 20 members assigned to Primary care, Mental health and Women's Clinic to enhance skills and performance levels.
- Collaborated with management to improve operational processes and procedures.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Supervised daily operations and maintained workflow efficiency in a fast-paced environment.
- Delegated work to staff, setting priorities and goals.
Advanced Medical Support Assistant
Department of Veteran Affairs
Las Vegas, Nevada
02.2021 - 03.2024
- Managed position responsibilities independently while prioritizing and adjusting workflows to meet team and patient needs.
- Answering a multi-line phone and assisting the caller with scheduling, transferring, and/or emergent needs while ensuring HIPAA compliance.
- Obtained and entered patient information into ICB and Vista.
- Processed and updated demographic information, military service data, insurance, and income information in the Vista system.
- Displayed flexibility and enthusiasm in addressing customer needs during interactions.
- Actively listened to customers and addressed their issues with care, ensuring a positive experience.
Certified Medical Assistant
Intermountain Healthcare
Las Vegas, Nevada
05.2018 - 01.2021
- Delivered injections to diverse patient demographics to support healthcare needs. Logged labs and collections.
- Very familiar with medical terminology to record, retrieve, and summarize information into and from patients’ records, Respond to patients' questions. Inform patients of services available.
- Executed receptionist, clerical, and record-keeping duties to support efficient patient care and treatment at the clinic.
- Clarified details of patient inquiries to prioritize responses and enhance patient satisfaction.
- Scheduled and coordinated appointments with various clinics for customers.
- Applied clinic guidelines concerning release of information.
- Trained new staff in care procedures to ensure consistent quality of patient support.
Medical Assistant
Dr. Thomas Chen Internal Medicine
Las Vegas, Nevada
01.2016 - 12.2018
- Delivered patient-focused customer service, communicated effectively with patients, verified insurance, and processed direct billing.
- Maintain confidential patient records, schedule appointments and order and distribute office supplies.
- Coordinated lab work for diagnostic tests, ensuring timely availability of results prior to patient appointments.
- Conducted follow-up calls to remind patients of appointments and facilitated rescheduling due to clinic cancellations.
- Review schedules on a daily basis to ensure accuracy and correct any scheduling errors.
- Assemble patient charts with all necessary paperwork after appointments are made.
Sales Associate/Customer Service
Rue 21 Retail Store
01.2014 - 12.2017
- Greeted and assisted customers to enhance shopping experience.
- Guided customers in the fitting room to ensure proper fit and satisfaction.
- Operates the cash register and handle cash, debit and credit card transactions.
- Arranged and organized apparel displays on the sales floor to enhance product visibility.
- Executed regular cleaning tasks to uphold store cleanliness and hygiene standards.
Education
Medical Assistant Certification -
Carrington College
5740 S Eastern Ave #140, Las Vegas, NV 8911901-2015
High School Diploma -
Arbor View High School
7500 Whispering Sands Dr, Las Vegas, NV 8913101-2014
Skills
- Patient scheduling
- HIPAA compliance
- Electronic health records
- Health care operations
- Care coordination
- Workflow optimization
- Employee training
- Patient engagement
- Medical terminology
- Patient advocacy
Timeline
Lead Advanced Medical Support Assistant
Department of Veteran Affairs
03.2024 - Current
Advanced Medical Support Assistant
Department of Veteran Affairs
02.2021 - 03.2024
Certified Medical Assistant
Intermountain Healthcare
05.2018 - 01.2021
Medical Assistant
Dr. Thomas Chen Internal Medicine
01.2016 - 12.2018
Sales Associate/Customer Service
Rue 21 Retail Store
01.2014 - 12.2017
Medical Assistant Certification -
Carrington College
High School Diploma -
Arbor View High School