Customer Service High School

Vicki Westhoven-Ring

Email: ********@************.***

Address:

City: Browns Mills

State: NJ

Zip: 08015

Country: USA

Phone: 609-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Conscientious business/medical professional working as Community Based Outpatient Clinic Supervisor with excellent communication skills demonstrated by 20 years working in various health health care positions.

Educational Background:

High School Dipolma from Burlington County College, Pemberton NJ 1/2001 to 5/2012 (Business Administration)

High School Dipolma from Burlington County College, Pemberton NJ 1/2001 to 10/2012

High School Dipolma from Cittone Institute, Pemberton NJ 1/2001 to 10/2012

High School Dipolma from Rutgers University, Pemberton NJ 1/2001 to 10/2012

Job History / Details:

Professional Background

Conscientious business/medical professional working as Community Based Outpatient Clinic Supervisor with excellent communication skills demonstrated by 20 years working in various health health care positions.

Skill Highlights

Patient/family focused

Time management

Staff training, motivation, and development

Performance appraisals

Multi-Task Management

Active listener

Team Leadership

Sound judgment

Creative problem solving

Compliance with VA regulations, directives and HAS regulation

Accomplishments

Monitored clinic profiles for 4 outpatient clinics to assure that patient access was improved.

Reviewed clinic profiles weekly to convert any unused telephone clinic appointments into follow up slots for providers.

Results were improved utilization of schedules and to improve same day access.

Worked under the direction of CBOC Medical Director to open up walk-in clinics in Camden Annex. Clinic experienced high no-show rate but had many patients coming into the clinic for same say appointments.

Professional Experience

October 2008 to Current

Department of Veterans Affairs Fort Dix, New Jersey

Supervisor, Community Based Outpatient Clinics

Management of medical support assistants (12) at 4 Community Based Outpatient Clinics by monitoring the activities of front desk staff interaction with veterans, family members, professional staff etc.

Clinic profile management for Primary Care teams, mental health providers, specialty clinics (cardiology, podiatry, optometry/ophthalmology, audiology, and women's health) and for telehealth profiles.

Clinic cancellations and reductions of clinic profiles.

Timekeeper for clinics, approve and schedule leave requests.

Monitor Insurance Card Buffer, demographics update, scheduling errors, and encounter close-outs.

Assign staff to review provider panels and assign or unassign patients from respective clinics.

Process travel claims for all clinics for qualified veterans to receive reimbursement.

Familiar with federal laws, VA regulations, priority groups for care, and other directives pertaining to VA health care benefits.

Knowledgeable of medical terminology, VISTA, CPRS, and Microsoft Outlook programs.

July 2003 to October 2008

Department of Veterans Affair Fort Dix, New Jersey

Patient Service Assistant

Familiar with front desk operations of checking patients in for their appointments and scheduling follow up appointment according to doctors orders.

Insurance and demographic updates

Strong customer service skills by treating all veterans in a respectful manner, with empathy and by resolving any problems during their office visit.

Handled large volume of telephone calls and heavy flow of paperwork within the clinical setting.

Processed 10-10EZ applications, annual means test updates.

Informed veterans and family members of eligibility requirements for VA Health Care.

Education and Training

2013 Burlington County College Burlington County College, Pemberton, New Jersey

Associate of Arts Business Administration

Will complete degree next year and plan to attend Thomas Edison State College in Organization Leadership.

1995 Burlington County College Willingboro, New Jersey

Medical Transcription

Non-credit course

1994 Cittone Institute Mount Laurel, New Jersey

Office Automation

Certificate Program. (700 hours)

Rutgers University Camden, New Jersey

Customer Service in Health Care

on-line course for 100 hours of training. Purpose would be to share with staff to improve customer service in all clinics.(Course will begin December, 2012)

Affiliations

Saint Vincent DePaul in their outreach for food distribution to the needy.

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