Victoria Torres
The Bronx,NY
Summary
Skilled Advanced Medical Support Assistant with experience in healthcare administration and patient services. Strengths include effective communication, multitasking, and ability to work under pressure while maintaining attention to detail. Previous roles have demonstrated clear impact through improved office efficiency and high levels of patient satisfaction.
Overview
11
11
years of professional experience
Work History
Advanced Medical Support Assistant
James J. Peters VA Medical Center
The Bronx, NY
06.2022 - Current
- Works closely with, and provides administrative support for, a team of physicians, attendings, RNs, and health techs for the Urology Clinic practice. Performed administrative responsibilities, including primary scheduler, use of the Consult Tracking Manager (CTM), assisting in correcting encounter errors, secure messaging, and your IT Service Portal (help desk).
- Conducts appropriate scheduling following the Mission Act protocol for enhancing Veterans' care. Completion of insurance verification using (ICB), ensure accurate and proper check-in and check-out protocol with the use of Vet Link, CPRS, and VISTA for accessing patients' records and scheduling (RTC) return-to-clinic orders for each patient during the check-out process.
- Ensured the quality and reliability of office machinery and devices by submitting ticket requests using various electronic methods.
- Exceeded customer satisfaction by finding creative solutions to problems, and by maintaining a professional demeanor.
- Maintained updated knowledge through continuing education and advanced training by using TMS training courses.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively while transitioning to new clinic schedule changes.
- Provide appropriate information and assist in answering questions and concerns by serving as a patient and family advocate. Refer any unsolved issues and concerns to leadership.
- Communicates with physicians and other healthcare professionals via email, Teams, detailed written messages, and in person to maintain a satisfying patient care experience. Assists them in resolving high-priority appointment requests.
- Participates in team huddles and team meetings to plan patient care accordingly.
Medical Office Specialist
Community Healthcare Network
New York , NY
12.2013 - 06.2022
- Greeted patients upon arrival at the office, checked-in patients, collected necessary paperwork, and provided directions to exam rooms.
- Processed payments from patients. Resolved customer service issues in a timely manner. Communicated with patients with compassion, while keeping medical information private.
- Answered telephones and directed calls to the appropriate medical or administrative staff.
- Responded promptly to requests from medical staff members for assistance or information related to patient care.
- Assisted in the preparation of applications for public entitlements and facilitated the insurance approval process, which included the Family Planning Benefit Program (FPBP), the Personal Care Assistance Program (PCAP), and completed Affordable Care Act applications as a counselor.
- Obtained accurate and complete personal information from the patient, as required for registration. Verified all patients' insurance coming in for the day, and performed a financial assessment of all new patients and existing patients to determine patients' financial responsibility and assist as needed.
- Facilitated the training of newly hired Medical Office Specialists through E-Clinical Works, as well as instruction on protocols related to insurance verification and insurance enrollment.
- Kept monthly logs to track and record data, and submit daily reports.
- Adhered to new COVID-19 protocols since the start of March 2020. Adjusted to setting up tele-visits and virtual appointments. Followed
Education
Lehman College
Bronx, NYGrace Institute
New York, NYSchool of Cooperative Technical Education
New York, NYSkills
- Appointment scheduling
- Insurance verification
- Patient registration
- Consult tracking
- Customer service
- Office administration
- Attention to detail
- Clinical applications
- Strong communication
- Patient confidentiality
- Organizational skills
- Task prioritization
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Advanced Medical Support Assistant
James J. Peters VA Medical Center
06.2022 - Current
Medical Office Specialist
Community Healthcare Network
12.2013 - 06.2022
Lehman College
Grace Institute
School of Cooperative Technical Education