Summary
Overview
Work History
Education
Skills
Additional Information
Job Related Training
Timeline
Generic

Victoria Zwakenberg

Harriman,United States

Summary

Knowledgeable United States Veteran with extensive background in providing exceptional work environment. Experience in successfully running a team and ensuring the proper care of customers. Skilled in staff management and regulatory compliance. Driven to ensure a positive environment for my employees as well as ensuring that they are properly prepared for the work ahead of them. Strong people skills, good time management, and great with ensuring proper tools for my employees. Graduated from University of Phoenix in 2004 with a Bachelors in Health Administration. Good communication skills, great with people management, and great with customers. Would love to become a part of your work community and prove my worth in your company.

Overview

20
20
years of professional experience

Work History

Advanced Medical Support Assistant

Department of Veterans Affairs
12.2019 - 03.2020
  • Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
  • Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
  • Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
  • Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
  • Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
  • Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
  • Mailed patient appointment letters.
  • Accepts and supports the guiding principles of Healthcare Systems. Performs assigned duties ina manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran.
  • Develop and/or maintain effective and efficient communication with the patient,interdisciplinary coordinated care delivery model teams.
  • Provides information regarding clinic and hospital polices, procedures, and locations to patients,family members, and staff.
  • Actively supports the team concept and functions as a team player. Contributes to teaminitiatives and continuously strives to improve the effectiveness of the Primary Care teams and/or specialty clinics.
  • Responsible for initiating and carrying out a variety of administrative duties in support ofpatient care in one or more of the outpatient Specialty Clinics, Primary Care Clinics or the inpatient wards.
  • Keeps team members informed and up-to-date concerning appropriate established regulations.Regulations concern eligibility for care, availability of and requesting special tests and procedures.
  • Scheduled appointments for patients at Alcin C York Medical Center.
  • Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
  • Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
  • Streamlined front desk operations for improved workflow and reduced wait times.
  • Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
  • Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
  • Maintained and obtained medical records.
  • Interviewed patients to verify and update clinical and demographic records.
  • Facilitated positive relationships with external providers through effective coordination and communication of patient referrals.
  • Maintained a strong understanding of insurance policies, enabling prompt resolution of billing discrepancies and reduced claim denials.
  • Performed medical records management, including filing, organizing and scanning documents.

Legal Administrative Assistant

Veterans Benefit Administration
03.2019 - 12.2019
  • Managed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
  • Counsel veterans, beneficiaries, and their family members by phone regarding benefits.
  • Helped with proper communication with veterans by setting up files and documenting important information from phone calls.
  • Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
  • Provided exceptional customer service when interacting with clients fostering strong relationships and positive outcomes.
  • Handled high volumes of incoming calls professionally while directing inquiries to appropriate personnel within the VA.
  • Safeguarded confidential information with strict adherence to privacy policies and professional discretion.
  • Collaborated on matters, and conducting research to support veterans in dealing with problems and complaints within the VA system. Ensuring to lead them to the agency or agencies that could help them to have their problems resolved.
  • Expedited case preparation by organizing and maintaining comprehensive electronic filing systems for easy retrieval. Also informing veterans how they could expedite their clains in times of emergency.
  • Explain the types of documents necessary to facilitate timely processing of claims.
  • Provide assistance in obtaining and completing documents and forms in accordance with the type of claim being submitted .
  • Explain decisions and reasons for the decisions made by the VA.
  • Advise veterans, beneficiaries and their family members on the right to appeal process.
  • Communicate information both orally and in writing to the veterans and/or beneficiaries on matters involving benefit programs.

Medical Reimbursement Technician

MSCPAC Smyrna
08.2018 - 03.2019
  • Maintained strong relationships with insurance companies, facilitating smooth communication and prompt claim resolution.
  • Processed medical reimbursement requests for timely payment, ensuring satisfied clients and healthcare providers.
  • Ensured compliance with all federal regulations related to medical billing practices, protecting organizations from potential audits or penalties.
  • Managed high-volume caseloads while maintaining strict attention to detail, resulting in an exceptional rate of successful claim submissions.
  • Collaborated with medical coders to ensure accurate diagnostic codes were applied to claims, minimizing rejections due to coding errors.
  • Helped identify trends in denied claims data which led to targeted staff education and continuous improvement of the reimbursement process.
  • Improved patient billing accuracy by reviewing and verifying insurance claims information.
  • Increased cash flow for healthcare organizations by diligently tracking outstanding accounts receivable balances and following up on overdue payments.
  • Reduced claim denials by conducting thorough research and addressing discrepancies before submission.
  • Developed strong knowledge of various payer systems to maximize reimbursement opportunities for clients across diverse networks.
  • Resolved complex insurance issues by working closely with patients, providers, and payers to find mutually agreeable solutions.
  • Corrected, completed and processed claims for multiple payer codes.
  • Used data entry skills to accurately document and input statements.
  • Handled account payments and provided information regarding outstanding balances.
  • Audited and corrected billing and posting documents for accuracy.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Take Responsibility for Medicare reimbursable billing activities.
  • Follow instructions about timeliness, objectives, and relative priorities for doing work.
  • Handle conflicting goals, objectives, priorities, time-lines, and deadlines.
  • Exhibit flexibility in adapting to changing demands within specific time lines.
  • Accept and completes work provided by a standardized control system such as batched work, caseload level, or other defined structure.
  • Use a wide range of office software applications such as Microsoft Access, Excel, and Word.
  • Compose correspondence on a situational basis.
  • Process billings using ICD-9-MC, CPT/4, and HCPCS codes timely.
  • Perform other duties assigned as it relates to the position.

Referral Management Specialist

MUSC
08.2016 - 12.2016
  • Reduced operational costs by identifying areas for improvement and implementing cost-saving measures.
  • Collaborated closely with medical staff to develop long-term strategic plans aligned with company objectives.
  • Optimized workflow efficiency through the introduction of innovative process improvements.
  • Enhanced team productivity by providing consistent feedback and guidance on performance goals.
  • Streamlined management processes by implementing efficient organizational systems and policies.
  • Established key performance indicators for measuring team success, leading to improved overall performance.
  • Managed client relationships effectively by maintaining open lines of communication and promptly addressing concerns or issues as they arose.
  • Coordinated with internal departments to streamline operations and improve overall company efficiency.
  • Collected, arranged, and input information into database system.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered, organized and input information into digital database.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Maintained database systems to track and analyze operational data.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Championed change management efforts to successfully implement new systems or processes within the organization.

Food Drives Coordinator

Office Team
10.2014 - 03.2016
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations.
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
  • Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
  • Coordinated logistics for large-scale events, significantly reducing setup times and eliminating scheduling conflicts.
  • Spearheaded volunteer program that expanded organization's community outreach, enhancing its public image and engagement.
  • Increased client satisfaction by facilitating clear and consistent communication between project teams and stakeholders.
  • Organized and maintained project documentation, enabling quick access to important information and facilitating smoother project transitions.

Passport Specialist

Department of State
08.2013 - 08.2014
  • Facilitated smooth passport pick-ups by organizing ready-to-collect passports in an easily accessible manner.
  • Offered additional support during peak seasons or staff shortages, demonstrating flexibility and adaptability in a fast-paced environment.
  • Expedited passport applications by effectively managing high-volume workloads and prioritizing tasks.
  • Delivered exceptional customer service by answering questions clearly and guiding applicants through the process stepbystep.
  • Efficiently resolved issues stemming from missing or incorrect documentation, expediting processing times without compromising accuracy.
  • Strengthened inter-agency collaboration by maintaining open lines of communication with consular offices and other government agencies.
  • Continuously sought opportunities to enhance professional knowledge and skills, attending trainings and workshops as necessary.
  • Maintained detailed records of processed applications, enabling swift retrieval when necessary.
  • Enhanced customer satisfaction by providing timely updates on application statuses and addressing inquiries courteously.
  • Kept abreast of changing regulations and requirements, ensuring accurate guidance was provided to applicants at all times.
  • Conducted thorough background checks to maintain national security standards for international travel.
  • Contributed to team efficiency by sharing best practices and offering assistance when needed.
  • Maintained a clean, organized workspace conducive to efficient daily operations.
  • Assisted customers with complex cases, resolving issues promptly and professionally.
  • Provided clear instructions for obtaining required documents, saving both time and resources for applicants during the application process.
  • Improved processing times by streamlining workflows and implementing efficient filing systems.
  • Reduced errors in passport printing by double-checking information and swiftly identifying discrepancies.
  • Verified applicant identities through meticulous examination of supporting documents, ensuring accuracy in passport issuance.
  • Served as a reliable point of contact for both applicants and colleagues, fostering positive working relationships.
  • Handled sensitive personal information with utmost discretion, adhering to strict privacy policies and safeguarding confidential data.
  • Performed routine data entry or document management.
  • Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
  • Stayed up-to-date on federal laws and licensing requirements to complete accurate and efficient reviews.
  • Responded to requests for information from public, other municipalities or state and federal legislative offices.
  • Informed customers by mail or telephone of additional steps needed to obtain licenses.
  • Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
  • Researched information in municipal archives upon request of public officials or private citizens.


Medical Support Assistant

Alvin C York VA Medical Center
09.2011 - 08.2013
  • Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
  • Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
  • Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
  • Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
  • Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
  • Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
  • Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
  • Participated in ongoing professional development opportunities, staying current on industry best practices and regulatory guidelines.
  • Facilitated smooth transitions between appointments, effectively communicating with both patients and medical professionals on schedule updates or changes.
  • Streamlined patient check-in process with effective communication and organization skills.
  • Used VA records system to maintain and record patient data and generate reports.
  • Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
  • Interviewed patients to verify and update clinical and demographic records.
  • Collaborated with interdisciplinary teams to ensure seamless coordination of patient care services.
  • Assisted in the reduction of appointment wait times by coordinating schedules and optimizing available resources.
  • Organized patient records to research records, extract medical information and review records for completeness and accuracy.
  • Enhanced office workflow for medical staff by maintaining accurate records and timely data entry.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Assisted physicians with getting tests ordered and records retrieved.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.
  • Oriented and trained new staff on proper procedures and policies.
  • Collected pertinent data and calculations to aid physician in interpreting results.
  • Implemented care and efficiency improvements to support and enhance office operations.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Helped improve patient outcomes by educating and advising on relevant treatments and care.
  • Liaised with patients and addressed inquiries, appointment requests and billing questions.

Medical Support Assistant

Raymond G. Murphy VA Medical Center
12.2010 - 09.2011
  • Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
  • Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
  • Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
  • Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
  • Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
  • Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
  • Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
  • Participated in ongoing professional development opportunities, staying current on industry best practices and regulatory guidelines.
  • Facilitated smooth transitions between appointments, effectively communicating with both patients and medical professionals on schedule updates or changes.
  • Streamlined patient check-in process with effective communication and organization skills.
  • Used Federal EHR to maintain and record patient data and generate reports.
  • Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
  • Reduced billing errors by diligently verifying insurance coverage and obtaining necessary authorizations prior to procedures.
  • Interviewed patients to verify and update clinical and demographic records.
  • Collaborated with interdisciplinary teams to ensure seamless coordination of patient care services.
  • Assisted in the reduction of appointment wait times by coordinating schedules and optimizing available resources.
  • Organized patient records to research records, extract medical information and review records for completeness and accuracy.
  • Enhanced office workflow for medical staff by maintaining accurate records and timely data entry.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.
  • Collected pertinent data and calculations to aid physician in interpreting results.
  • Implemented care and efficiency improvements to support and enhance office operations.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Helped improve patient outcomes by educating and advising on relevant treatments and care.
  • Liaised with patients and addressed inquiries, appointment requests and billing questions.

Payroll Specialist

Veritude
06.2010 - 12.2010
  • Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
  • Provided customer service to employees regarding payroll inquiries and issues.
  • Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.
  • Resolved payroll discrepancies quickly and successfully.
  • Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
  • Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
  • Maintained strict confidentiality of all payroll information and records.
  • Managed payroll data entry and process Bank of America employees to comply with predetermined company guidelines.
  • Maintained confidentiality of sensitive employee information while addressing payroll concerns or disputes.
  • Collaborated with human resources to maintain up-to-date employee information for precise payroll calculations.
  • Collaborated with human resources, adcounting and other departments to confirm payroll accuracy.
  • Confirmed compliance with all applicable federal, state and local payroll laws and regulations.
  • Researched payroll errors and processed corrections.
  • Reviewed time records for Bank of America employees to verify accuracy of information.
  • Streamlined payroll processing by assisted managers how to properly report times for self and employees.
  • Implemented confidential query system for payroll inquiries, enhancing privacy and employee confidence in payroll department.
  • Assisted employees with questions about payroll, time management, employee benefits, and any special programs.
  • Streamlined communication with employees regarding payroll changes, using variety of channels to ensure widespread understanding and compliance.
  • Responded to employee questions and requests for information in timely and knowledgeable fashion.
  • Performed data entry tasks and maintained accurate records of employee payroll information.
  • Audited timesheets and payroll records for accuracy.
  • Calculated wages, deductions and bonuses in accordance with company policies.
  • Tracked employee vacation, sick and personal time.
  • Processed timecards and payroll data for team of employees.
  • Assisted in generating reports to track employee time and attendance.
  • Maintained confidentiality of employee records and payroll information.
  • Maintained employee confidence and protected payroll operations by keeping information confidential.
  • Updated employee files with new details such as changes in address or salary levels.
  • Reconciled payroll discrepancies and responded to inquiries from employees.
  • Coordinated resolution of payroll discrepancies.
  • Managed and updated employee benefits information.
  • Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.

Aviation Administrationman

US Navy
06.2000 - 12.2004
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Learned and adapted quickly to new technology and software applications.
  • Operations Administrator: Maintains over 350 staff and student pilot,NFO, and aircrew log books.
  • Logged over 3500 flight hours and 1500 flights and is also authorized to sign log books ensuring all entries are correct and accurate.
  • Updates database and is responsible for receipts and transfer of staff and student aircrew. This also includes in assisting in sending and receiving all important messages for the command, along with assisting in the weekly reports for all aircrew.
  • Assisted in travel for all personnel in the command. Worked under Operations Officer and was responsible to research as well as implement any and all information asked for into reports that the Maintenance Department, and Operations Department needed at any moments notice.
  • Responsible for all weekly and monthly reports that were used for all meetings to ensure the proper scheduling of flights for aircrew and trainees.
  • Completed any research of aircraft as requested by the Operations Officer to ensure proper mainetnance and care of aircraft.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Properly maintained aircraft log books for pilots and aircrew staff. Ensuring that maintenance and aircraft hours were properly logged.
  • Completed training of all new personnel to ensure that they were able to run Maintenance Control.
  • Ensured proper manning of flight line to ensure that planes were able to safely take off or land.
  • Maintained aircraft log books to ensure aircraft times and equipment were accurately accounted for.
  • Assisted in rebuilding the aircraft logs and safety gear logs after implementation of new system.

Education

Some college (no degree) - Associates in Nursung

Midlands Technical College
Lexington, SC

Some College - Associates in Nursing

Trident Technical College
Charleston, SC

Bachelor's degree - Health Administration

University of Phoenix
Phoenix, AZ
12.2007

High school diploma or equivalent -

Wando Highschool
Mount Pleasant, SC
06.1997

Skills

  • Conflict resolution techniques
  • Client communication
  • Organizational growth
  • HIPAA compliance
  • Appointment scheduling expertise
  • Professionalism and ethics
  • Continuous learning mindset
  • Recordkeeping skills
  • Patient care coordination
  • Medical terminology
  • Data entry proficiency
  • Medical office procedures
  • Medical record assessment
  • Patient records maintenance
  • Resourcefulness and initiative
  • Stress management techniques
  • Electronic health records management
  • Medical terminology proficiency

Additional Information

Good Conduct 2003, Honorable Discharge 2004, National Dean's List 2004, Talent Management System 2012-2013, Crew Facilitator 2013, Save the Bay Day 2004

Job Related Training

  • US Navy Maintenance Control, 2002-2003, Trained up to 20 new enlistees to care for Maintenance Control.
  • US Navy Technical Librarian, 2000-2003; 2006-2007, Responsible for caring for all technical information.
  • Data Entry, 2000-2004; 2006-2007; 2008, Responsible to incorporate all needed information for all aircraft.
  • Customer Service, 2000-2004; 2006-2007; 2008, Responsible to help and care for all customers seeking help.

Timeline

Advanced Medical Support Assistant

Department of Veterans Affairs
12.2019 - 03.2020

Legal Administrative Assistant

Veterans Benefit Administration
03.2019 - 12.2019

Medical Reimbursement Technician

MSCPAC Smyrna
08.2018 - 03.2019

Referral Management Specialist

MUSC
08.2016 - 12.2016

Food Drives Coordinator

Office Team
10.2014 - 03.2016

Passport Specialist

Department of State
08.2013 - 08.2014

Medical Support Assistant

Alvin C York VA Medical Center
09.2011 - 08.2013

Medical Support Assistant

Raymond G. Murphy VA Medical Center
12.2010 - 09.2011

Payroll Specialist

Veritude
06.2010 - 12.2010

Aviation Administrationman

US Navy
06.2000 - 12.2004

High school diploma or equivalent -

Wando Highschool

Some college (no degree) - Associates in Nursung

Midlands Technical College

Some College - Associates in Nursing

Trident Technical College

Bachelor's degree - Health Administration

University of Phoenix

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Victoria Zwakenberg