LUICANA EDWARDS
DeSoto,TX
Summary
Highly motivated and committed Advanced Medical support Assistant with proven history of superior performance at individual, team and organizational levels. Strong ability to multitask and prioritize workloads with little or no supervision. Detail oriented professional looking to bring medical background and team building skills to deadline-driven environment. Reliable Medical Support professional with 8 Years of experience in medical/clerical environment. 15 Years as an employee with the Department Of Veterans affairs. Expertly assist with office operations and physician support by gathering patient information. Cheerful during each patient interaction to improve satisfaction ratings and patient retention.
Overview
8
8
years of professional experience
Work History
Lead Medical Support Assistant
Department Of Veteran Affairs (Emergency Room)
Dallas, TX
02.2021 - Current
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Scheduled appointments, registered patients
- Performed clerical duties, word processing, data entry, answering phones and filing.
- Gathered forms, copied insurance cards collect patient information for billing and insurance filing.
- Registered patients and update information through Enrollment System.
- Make follow up appointments for patient to return to clinics in Vista Scheduling.
- Verified timekeeping records and handled any discrepancies with employees.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Answered high volume of phone calls and email inquiries.
- Delivered superior customer service in every interaction and skillfully resolved conflicts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Trained Advanced/ Medical Support Assistants to learn skills and policies needed to work and run Emergency Room efficiently.
- Evolved existing capabilities by implementing process improvements
- Learned every team members' role to offer skilled backup during shortages and high-volume periods.
- Maintained compliance with company policies, objectives and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Interviewed, and trained new employees for positions.
- Enhanced office efficiency by handling 50 or more callers per day
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Implemented care and efficiency improvements to support and enhance office operations
ADVANCED MEDICAL SUPPORT ASSISTANT (EMERGENCY ROOM
DEPARTMENT OF VETERANS AFFAIRS
Dallas, TX
02.2019 - 02.2021
- Scheduled appointments for patients in the VA's emergency room
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures
- Participated in Continuous Quality Improvement (CQI) activities
- Gathered forms, copied insurance cards and collect other vital information from the patient for billing and insurance filing
- Attended required training, education and meetings
- Registered patients that haven't ever been to this VA/ or never been to any veteran's hospital before
- Documented all maintenance and repairs in timely fashion
- Carried out front office duties utilizing data entry skills in framework of medical database
- Coordinated front office duties, including customer service, patient scheduling
- Completed skilled administrative work to support all office staff and operational requirements
- Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience
- Maintained office supplies inventory by checking stock and ordering new supplies as needed
- Enhanced office efficiency by handling 50/75 callers per day
- Answered phone calls and messages for physician, PA's, NP's , emergency room. Scheduling appointments for follow-up's and handling patient inquiries
- Researched and resolved time discrepancies.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Verified timekeeping records and handled any discrepancies with employees.
- Checked accrued hours against listed hours for leave time.
- Maintained employee confidence and protected payroll operations by keeping information confidential.
- Answered phone calls and messages for 60 or more physician, NP's, PA's in the VA emergency room.
- Scheduling appointments and handling patient inquiries.
- Scheduling patients for Tele and VVC appointments
- Making follow-up appointments in the COVID Clinic
- Admitting patients in the CDU OBS Unit
- Gained strong leadership skills by managing projects from start to finish
- Proven ability to learn quickly and adapt to new situations
- Demonstrated respect, friendliness and willingness to help wherever needed
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
MEDICAL SUPPORT ASSISTANT (EMERGENCY ROOM)
DALLAS VA MEDICAL CENTER
Dallas, Texas
08.2015 - 02.2019
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Verified and updated clinical and demographic records though CPRS and VISTA
- Oriented and trained new staff on proper procedures and policies.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Maintained employee privacy and protected payroll operations by keeping all information confidential.
- Verified timekeeping records and handled any discrepancies with employees.
- Checked accrued hours against listed hours for leave time.
- Implemented care and efficiency improvements to support and enhance office operations.
- Maintained and obtained medical records.
- Used VISTA, MICROSOFT OUTLOOK, CPRS to compile and record medical charts, reports and correspondence.
- Handled 10 calls per 10 minutes address customer inquiries and concern
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Demonstrated leadership skills in managing projects from concept to completion
- Proven ability to learn quickly and adapt to new situations
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Worked effectively in fast-paced environments
Education
Diploma - Medical Assisting
American Professional Institute
Macon, GA10.2009
Completion of EKG Technician - Medical Assistant
American Professional Institute
Macon, Ga10.2009
Certified Nursing Assistant - Nursing Assistant
Oconee Fall Line Technical College
Dublin, GA09.2005
High School Diploma - undefined
West Laurens High School
Dexter, GA1995
Skills
- Excellent communication skills
- Excellent communication,
- Excellent customer service
Articulate and well spoken
- Works well under pressure
- Patient Scheduling
- Emergency room procedures
- Efficient and reliable team player
- CPRS, VISTA, EDIS, Bed Management, VISTA Scheduling
- Customer service-oriented
- Flexible
- Communicate effectively
- Scheduling
- Managing deadlines
- Information collection, Insurance Capture
- Patient appointment management
- ICB Insurance Buffer
- Timekeeping/Payroll
- Compassionate
- Patient-focused care
- Emergency procedures understanding
- Medical Records Management
- Prioritizing stat orders
- Medical office administration
Timeline
Lead Medical Support Assistant
Department Of Veteran Affairs (Emergency Room)
02.2021 - Current
ADVANCED MEDICAL SUPPORT ASSISTANT (EMERGENCY ROOM
DEPARTMENT OF VETERANS AFFAIRS
02.2019 - 02.2021
MEDICAL SUPPORT ASSISTANT (EMERGENCY ROOM)
DALLAS VA MEDICAL CENTER
08.2015 - 02.2019
Diploma - Medical Assisting
American Professional Institute
Completion of EKG Technician - Medical Assistant
American Professional Institute
Certified Nursing Assistant - Nursing Assistant
Oconee Fall Line Technical College
High School Diploma - undefined
West Laurens High School
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