Customer Service Medical
Resume:
Amy S. Nicholas
Spearfish, SD ***83
aboews@r.postjobfree.com
Professional Objective
To obtain a position that will enable me to utilize my strong organizational skills, ability to
interpret government guidelines and regulations, and exceptional office administration practices
and procedures.
Experience
28th Medical Squadron, Ellsworth AFB, SD, Medical Support Assistant, Nov 2010 – Present
• Provide efficient administrative support and customer service to the medical staff of the
Family Health Clinic. Won the 2011 Medical Home Excellence Award for Outstanding
Customer Service. Able to work independently or as part of a group.
• Maintain daily appointment schedules and generate documents and reports using the
automated system and appropriate software. Prepare letters, memorandums and reports
for staff and patients using various Microsoft Office products as a qualified typist, typing
over 50 words per minute.
• Locate, annotate, update and file patient medical records and record other documentation
as required by the medical staff. Dispose of office records and files as required. Distribute
incoming mail, to include faxes, to the appropriate staff members.
• Establish and maintain office records and information files of various types that may be
needed or that will assist in the efficient operation of the facility.
• Answer telephone calls and questions dealing with availability of medical appointments
and procedures for obtaining an appointment. Relay accurate information to a wide
variety of patients and family members using diplomacy and tact.
• Prepare, maintain, validate and submit time and attendance records for 115 personnel in
accordance with established procedures for 12 million dollar civilian workforce program.
• Record messages, laboratory results, and test reports accurately and ensure they are
delivered to the appropriate person in a timely manner.
• Assist the Group Practice Manager (GPM) with appointment analysis and adherence to
Air Force appointment standards. Kept patient access to healthcare above 95% for
45,000 appointments over 12 consecutive months.
• Immediately refer information on patients needing emergency care to appropriate
technician, nurse and/or physician.
• Adhere to regulations and directives concerning the Health Information Portability and
Accountability Act (HIPAA) and other applicable local guidelines concerning the release
of medical information. Ensured clinic’s full compliance with the federal mandate.
• Ensure patients have updated insurance information on file for each year.
• Assisted pharmacy department with 118,000 prescriptions dispersed which lowered
patient wait times and increased customer satisfaction.
Loyal Source Government Services, Orlando, FL, Executive Assistant, Apr 2010 – Jul 2010
• Provided administrative support to Ft. Meade contracting division, prepared accurate
documents and reports in a timely manner and in accordance with Department of Veteran
Affairs.
• Assisted in researching supply sources, prices, delivery dates and processing timeframes
for individual contracts, and assisted with the inventory of supplies and equipment.
• Created contract folders to ensure correct information was available for each contract.
• Uploaded information into proprietary contracting software for tracking.
BH Health Care Service, Ft. Meade SD, Medical Support Assistant, Oct 2008 – Jul 2009
• Provided administrative support to patient wards at Ft. Meade VA Medical Center.
• Maintained, updated and filed medical records promptly and accurately in accordance
with established Department of Veteran Affairs procedures.
• Recorded in patient records a variety of physicians’ orders involving patient activities,
diets, tests and medications.
• Assisted patients with daily administrative needs and ensured they received excellent
care.
• Worked with doctors and nurses to order meds and confirm new orders for patients.
• Provided daily census status for hospital leadership.
Black Hills State University (BHSU), Spearfish SD, Computer Analyst, Aug 2007 – Sept
2008
• Worked with students living on campus to ensure computers on the BHSU network
remained virus-free.
• Analyzed operational problems with network and hardware components and quickly
devised effective solutions.
• Ensured availability of supplies, forms and publications for student use within each
residence hall.
• Supported Rapid City BHSU faculty and students, including 30 computers and 5 printers,
as well as offices in the Higher Education Center.
• Assisted students with computer issues on their personal computers, including virus
programs updates and installations.
• Maintained accurate files to enable quick and efficient retrieval of needed information.
• Prepared accurate and timely documents to BHSU staff and faculty regarding computer
regulations and guidelines.
United States Air Force, Sept 1989 – Feb 1998
Education
University of Phoenix: Phoenix, Arizona – M.S. Management, May 2009
University of Maryland University College: Heidelberg, Germany – B.S. Management, July 2005
Community College of the Air Force: Maxwell AFB, AL – A.S. Information Systems Technology,
July 1999
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