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Work Background
US Department of Veterans AffairsAdvanced Medical Support Assistant
Mar. 2021Lead administrative operations across multiple clinics, ensuring compliance with federal regulations and organizational standards.
Implement process improvements to enhance patient access and clinic readiness, resulting in increased efficiency.
Mentor and develop team members, fostering a culture of continuous learning and professional growth.
Utilize advanced knowledge of healthcare systems to streamline scheduling and communication processes, improving patient outcomes.
Collaborate with interprofessional teams and stakeholders to address complex challenges and enhance service delivery.
Key Achievements:
- Designed workflow enhancements that reduced scheduling errors by 15%.
- Spearheaded a mentorship program, increasing new hire retention by 20%.
Integrated Services for Behavioral HealthExecutive Assistant
Aug. 2020 - Mar. 2021Managed executive-level operations, including strategic planning, stakeholder communication, and event coordination.
Enhanced client referral processes by integrating cross-agency partnerships, improving service accessibility.
Organized large-scale charity events, supporting over 300 families and strengthening community engagement.
Key Achievements:
- Optimized billing and referral workflows, reducing turnaround times by 30%.
- Implemented an inclusive culture initiative, boosting team morale and client satisfaction.
VSPClient Service Representative
Sep. 2013 - May. 2020Directed client service operations, ensuring alignment with organizational goals and service standards.
Analyzed performance metrics to improve customer experience and operational efficiency.
Led training programs to upskill staff, resulting in a consistently high customer satisfaction rating.
Key Achievements:
- Achieved SQM World Class certification for seven consecutive years.
- Delivered a 20% improvement in first-call resolution rates through targeted staff training.
Progressive MedicalClient Service Specialist
Jan. 2005 - Apr. 2010Oversaw client service functions, optimizing claims processing and ensuring compliance with regulatory requirements.
Built strong relationships with key stakeholders, including healthcare providers and insurance adjusters.
Key Achievements:
- Spearheaded a process redesign, reducing claim resolution times by 25%.
- Recognized for exceptional leadership in team-building and project execution.
COLUMBUS VA AMBULATORY CARE CENTERAdvanced Medical Support Assistant
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