Teresa Lynn Johnson

• Resolved customer inquiries through effective communication and problem-solving techniques.
• Enhanced customer satisfaction by identifying needs and providing tailored solutions.
• Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
• Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• 38.75 weekly hours, Hybrid position

• Stepped in and took over day to day running to support AO when Supervisor was out on extended leave.
• Completed the new MSA Rotation schedule with input from AO, continue to keep up to date.
• Supervise up to 30 to include remote staff using multiple communication modalities.
• Conduct orientation, new employee training and refresher training of all staff to include documentation as well as give input on staff performance.
• Complete daily reports, staff assignments and be point of contact for staff and providers.
• Meet the needs of customers while supporting VA mission and core values
• Handle conflict and problems constructively and appropriately.
• Model professional communication and problem-solving skills in all situations.
• Provide excellent service to patients through personable and professional communication while supporting staff.
• Complete Secure Messaging and VAOS reports for Mental Health within established time frames.
• Complete daily check in rounds for information exchange with staff
• Complete clinic grids and clinic cancellation requests in a timely manner
• 40 Hour week.

• Proficient in CPRS: documenting patient information, completing orders, documenting Contact Attempts, Letters Sent and Historical Note.
• Word and Excel: creating documents, memos and reports for validation and monitoring, Printer: printing, copying, and scanning, Filing: accurately for easy retrieval.
• Knowledgeable of policies and procedures associated with patient information and verifying physician orders including safe and secure documentation while maintaining confidentiality of all electronic and paper records to prevent unauthorized use and loss.
• Proficient in use of Vista GUI to schedule appointments by phone or in person and document all pertinent information.
• Only scheduler for Physical Therapy. Proficient in Consult Tracking Manager: Used to schedule and disposition Physical Therapy consults in a timely and accurate manner.
• Proficient in VISTA ROI to print schedules, cancel appointments, cancel, and restore clinics, update patient information.
• Able to use verbal de-escalation in difficult or volatile situations by remaining calm, respectful, and listening to the Veteran.
• Able to work cooperatively with staff and physicians in a respectful and professional manner.
• (GS-6) 40-hour week

• Scheduled multiple appointments for Follow up.
• Knowledgeable of policies and procedures associated with patient information and verifying physician orders including safe and secure documentation while maintaining confidentiality of all electronic and paper records to prevent unauthorized use and loss.
• Verified accurate patient demographics and insurance information to add to Electronic Medical File
• Answered telephone calls, recorded information accurately and relayed to appropriate staff.
• (GS-5), 40-Hour week

1. Cytology Tech

2. Medical Support Assistant, with Promotions

NPN - 22066031

License Number - 22066031

First Active Date - 12/09/2025

Expiration Date - 05/31/2029