Sonia Eley
Department of Veterans Affairs
Clinton,CT
15
years of professional experience
Dynamic Lead Medical Support Assistant at the Department of Veterans Affairs, skilled in patient care coordination and staff training. Enhanced patient satisfaction through effective scheduling and compassionate service, while ensuring HIPAA compliance. Proven ability to resolve complex inquiries and streamline workflows, contributing to improved operational efficiency and patient access.
Work History
Lead Medical Support Assistant
2 Years 9 Months- Trained medical support staff on front-desk procedures, workload priorities, and service standards.
- Resolved patient inquiries and escalated complex concerns to clinical teams for timely follow-up.
- Maintained accurate registration, eligibility, and demographic records in compliance with privacy requirements.
- Coordinated clinic scheduling, appointment changes, and patient check-in using VistA and CPRS.
- Monitored daily workflow to balance workload distribution and support uninterrupted patient access.
- Processed referrals, consults, and recall lists to support timely appointment completion.
- Communicated with interdisciplinary staff to verify schedules, coordinate care, and reduce processing errors.
- Reviewed completed administrative tasks for accuracy and corrected documentation before final submission.
- Ensured accurate record-keeping of patient information, maintaining strict confidentiality in compliance with HIPAA regulations.
- Improved patient satisfaction by providing efficient and timely support to medical professionals.
- Provided compassionate customer service, addressing patient concerns and fostering positive relationships between patients and healthcare providers.
- Collaborated with interdisciplinary teams to optimize care coordination for patients with complex needs.
Advanced Medical Support Assistant
4 Years 11 Months- Managed appointment scheduling, cancellations, and rescheduling using CPRS and VistA systems.
- Coordinated patient check-in, check-out, and registration while maintaining accurate medical records.
- Answered high-volume patient inquiries and routed calls to appropriate clinical staff.
- Verified eligibility, demographics, and insurance information to support timely care delivery.
- Processed consults, referrals, and messages with accuracy and compliance with VA procedures.
Advanced Medical Support Assistant
3 Years 2 Months- Monitored clinic schedules and resolved conflicts to improve daily patient flow.
- Supported interdisciplinary teams by preparing documentation and tracking pending actions.
- Trained new support staff on scheduling workflows, documentation standards, and veteran service protocols.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
Certified Nursing Assistant
3 Years 5 Months- Assisted veterans with bathing, dressing, grooming, and mobility support while preserving dignity and comfort.
- Monitored vital signs and reported abnormal changes promptly to nursing staff for timely intervention.
- Documented patient observations, intake, output, and care activities accurately in clinical records.
- Supported infection control practices by following isolation precautions, hand hygiene, and equipment sanitation procedures.
- Transferred patients safely using gait belts, wheelchairs, and lift equipment to prevent falls and injury.
- Responded to call lights, communicated patient needs, and coordinated care with interdisciplinary team members.
- Observed behavior changes and escalating symptoms, escalating concerns to licensed nurses for assessment.
- Maintained clean, organized patient areas and prepared rooms and supplies for efficient daily care delivery.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Education
High School Diploma
Skills
Critical thinking
HIPAA compliance
Staff training and development
Insurance verification
Patient care coordination
Scheduling management
Appointment setting
Medical terminology proficiency
Customer service
Reliable team player
Direct patient care
Vital signs monitoring
Patient-focused care
Compassionate
Maintaining confidentiality
Electronic health records
Adaptable
Insurance authorizations
Valid state driver's license
Timeline
Lead Medical Support Assistant
Department of Veterans Affairs
09.2022 - 06.2025Read More
Advanced Medical Support Assistant
Department of Veterans Affairs
10.2018 - 09.2023Read More
Advanced Medical Support Assistant
Department of Veterans Affairs
04.2014 - 06.2017Read More
Certified Nursing Assistant
Dept. of Veteran Affairs
11.2010 - 04.2014Read More
Waterford High School
High School Diploma
Read More