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Customer service

Dayton, OH
October 12, 2018

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Malissa A. Flory

*** **** **** *****, *****, Ohio 45320 937-***-****

Friday, October 12, 2018

I have enclosed my resume in response to your position as a Virtual Scheduler that you have available. I would bring to this position the following assets:

Over 49 years of personal experience in dealing with traumatic issues and coping skills due to being born with birth defects that would allow me to have compassion for our veterans.

Over 15 years of management and leadership experience relating to supervising, advocating, training and helping people to become successful.

Over 14 years of computer experience in various software applications, troubleshooting in software as well as computer equipment and peripherals.

Over 11 years of administrative clerical support experience and extensive office skills.

Over 6 years of employment with Dayton VA Medical Center.

Over 6 years of purchasing merchandise, office supplies and products for the entire office.

Currently enrolled at Purdue University Global in the Associates Degree of Legal Support Services.

Currently working as a Medical Support Assistant in the Emergency Room.

A demonstrated record of excellent in Customer Service and all people related skills.

A willingness to work with the public as well as co-workers to make the facility a success and carry out the mission set forth in caring for our patients in health care.

I am currently a Medical Support Assistant for the Emergency Department at the Dayton VA Medical Center. I am also currently enrolled at Purdue University Global in Legal Support to become a Paralegal. I feel that all the years as an Administrative Assistant, Nursing Assistant and Medical Assisting and educational experience and knowledge deems me as an asset for this position.

Please let me know if you have any additional questions. You may contact me at 937-***-****. I would greatly appreciate an opportunity to meet with you to discuss how my career experience, college education and Certifications can best meet your needs for this position.


Malissa A. Flory

Malissa A. Flory







A Virtual Scheduler position that is challenging, that will allow me to use my years of experience, college education as well as personal experience to establish a successful career as a Medical Assistant.


Dayton VA Medical Center- Dayton, Ohio Medical Support Assistant

August 12, 2012- Present

From 03/17 to present- Advanced ability to scheduling appointments through VISTA/ GUI system, registering/pre-registering new and existing patients in the GUI/Vista system. Updating all patient demographical data, insurance records and other data entry and the advanced ability to retrieve and maneuver in the GUI/VISTA/CPRS Medical Records. Expert knowledge of Medical terminology, Expert at working independently, having to prioritize, multi-task, delegate and use extremely good time-management skills. Screening, managing and communicating with multiple levels of staff including veterans on up to doctors and upper- management to assure the proper information gets to proper person to collaborate the best results to solve issues and concerns caring out the I-CARE model. Knowledge of VA policies, directives and procedures. Currently serving on the UPC (Unit Practice Counsel) and “The Voice” for veteran Center Care.

From 8/12- 3/17 Nursing Assistant- Coordinating care for the Veterans/Patients with the RN and Charge Nurses, Perform duties on acute and critical care patients such as: Tube feeding, bathing, enema, insertion of suppositories, Foley catheter care, EUD's and colostomy bags, unsterilized soaks and compresses (hot and cold), ace bandages, compression stockings, slings, bladder scans, oral suctions. Also, performed procedures such as: monitoring blood glucose levels with a glucometer, automatic and manual blood pressure, temperatures all types (oral, anal, temporal), pulse rates, respiration's, height, weight, collecting specimens (sputum, feces, urine), administering oxygen to veterans from the wall and portable, tracheotomy care, EKG's and some experience using other instruments. Responsible for training all the new Nursing Assistants through their complete orientation, setting on several boards such as: Staffing Methodology, Advanced Certification Ortho Champion Team, UPC and attending the SAW (School at Work) Certification Class through the VA advanced educational program.

All certifications and requirements are current per VA Directives.

Personal Touch Home Health Care – Eaton, Ohio Certified Nursing Assistant

Part-time July 28, 2009 to December 16, 2012

Coordinating care for the Clients/Patients with the RN and Office Staff, bathing, dressing, feeding, catheter care, trachea care, feeding tube care, medication reminders, companionship, respite, house cleaning, cooking, answering phones.

Butler County Department Job and Family Services- Hamilton, Ohio

September 24, 1994 – August 4, 2005

Positions held: Administrative Secretary, Office Support Worker, Computer Support, Income Maintenance Aide I, Social Services Aide II and Income Maintenance Case Manager.

Customer Service (in all areas), General knowledge of State & Federal policies/regulations, ordering merchandise and supplies for the entire office. computer repair and support with hardware and software applications, application entry and also the data inquiry for client screening eligibility factors on the CRISE- Ohio State Computer System, generating monthly photo identification reports and copy machine usage reports, distribution of Random moments to case managers to determine agency funding, general typing for Supervisors on the Personal PC in WordPerfect, Microsoft Office software, answering and directing calls on a 3-line switchboard, open and closed case files, copying documentation, updating policy/regulation manuals.

Malissa A. Flory

Page 2


Purdue University Global (Online)- Chicago, Illinois Graduation: September 2020

Major: Associates in Legal Support and Services (Paralegal)

Miami Valley Career Technical Institute- Clayton, Ohio Certification received: May 21, 2009

Major: Nursing Assistant (400*********)


VA Systems operating currently: GUI, VISTA, CPRS, EDIS2, ICB, SharePoint and other systems.

Systems operated past: Both IBM and Apple systems.

Software Packages: Microsoft Office Professional Version (WORD, Excel, PowerPoint), WordPerfect, Lotus, dBase III+, Microsoft Works, and Quicken.


Serving on DAVMC Unit Practice Counsel(UPC)/Emergency Room: 3/17-present) complying with federal, agency and union policies and regulations.

Serving on DAVMC “The voice” (12/17-present): recommending ideas.

Served on Dayton VA Medical Center boards: Ortho Champion Team Board, Staffing Methodology Board, UPC-Acute Care and Records Audit Management.

Preble County Emergency Homeless Shelter: On-site Shelter Manager (1996-2015)-complying with state and county policies and regulations.

Sears: Top sales Associate (1992 - present), Newspaper committee (1992)- improving veteran centered care policies by recommending additional equipment and changes in regulations/policies complying within the federal/union regulations.

Ponderosa: In-Store Trainer (1991- 92): Training new employees in compliance to the policies and regulations mandated.

High school: Teaching assistant -Freshman English (1987), Teaching assistant (1983-85)

Future Teachers of America (1983-86), Science Club, (1981-83), Computer Club (1983)

Threw shot put & discus in Track & Field (1986)

Statisticians for Boys Track (1983 - 85), Girls Volleyball (1983), Girls Basketball (1983)

Community: Volunteer Candy Striper for Reid Memorial Hospital (1983-1987)


Dayton VA: “Outstanding” on all my evaluation. (2012-2017)

Dayton VA: Recognition twice for demonstrating the I-CARE/Veteran Centered Care model. (2017)

Butler County Human Services: maintaining the web site for our county information regarding all the partnership agencies that we correspond with in Butler County. (2001).

Sears Newspaper committee member: awarded most creative (1992).

Ponderosa Steakhouses: awarded by Corporate Vice-President for developing a safety Poster distributed nationwide, also created and implemented a Quality Standard form (1991).


Gary Johnson, Chief of Emergency Department

Dayton VA Medical Center

4100 W. Third Street

Dayton, Ohio 45428

(w) 937-***-**** x 1172

Jack Conyers, Workforce Development Coordinator

Dayton VA Medical Center

4100 W. Third St.

Dayton, Ohio 45428

(w) 937-***-**** x 2829

Robert and Denise Unruh, Owners

Eaton Computer

500 Hallmark Drive

Eaton, Ohio 45320

(w) 937-***-****

Paul Plaugher, Owner

P & R Investigation and Security Services

217 E. Main St.

Eaton, Ohio 45320

(w) 937-***-****

(h) 937-***-****

Michael L. Simpson, Preble Co. Sheriff

Preble County Sheriff Department

1139 Preble Drive

Eaton, Ohio 45320

(w) 937-***-****

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