Customer Service Medical

Albessa G. Smith

*** ******** **.

Whiteman AFB, MO, 65305

Mobile: 352-***-****

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

Joined Air Force, served from July 2011 to May 2015 as a Health Services Management Technician; currently a stay-at-home-mom.

Work Experience:

Elmendorf AFB

Pediatrics Clinic (7 Dec 2011 – 7 Feb 2014)

Duties, Accomplishments and Related Skills:

Answered phones, created, booked, and managed appointments and provider schedules, also reviewed and updated patient demographics, ran End-Of-Day Reports daily, as well as manage No-Show call backs and rebooks. Also responsible for asking every patient if they had third Party Insurance for the Third Party Collections Program. Below are my accomplishments in Pediatric Clinic.

Front desk patient advocate, exceeding Air Force Goal Qualifications of 90% patient satisfaction rate.

Newborn Appointment Technician, ensuring over 1K newborns were gaining weight and feeding properly, ensuring each newborn was successfully reaching age-appropriate milestones.

Maintained over 25 provider schedule templates on a weekly basis as well as loaded and executed schedule changes.

Supported all health services management functions in Pediatrics Clinic for 13 officers, 19 enlisted members, and 4 civilian members.

Executed appointments for 4 Patient Centered Medical Homes teams; tracked 234 civilian referrals and faxes – seamless continuity of care for patients.

Opened and created 33 providers’ schedules; organized 293 ER Walk-In’s to Primary

Care Physician, which led to increased appointment availability by 22%.

Tracked and contacted 283 No-Shows, rebooked 141 patients, prevented $90K in lost

Medical treatment facility revenue.

Monitored 78 Ambulatory Data Management electronic records and notified providers

of deficiencies, which maintained Air Force Goal of 100% on End-Of-Day reports and encounters.

Supervisor: (Technical Sergeant) Maude Mendenhall,

Okay to contact this Supervisor: Yes

Elmendorf AFB

Admissions and Dispositions (8 Feb 2014 to 18 May 2015)

Duties, Accomplishments and Related Skills:

Worked in high-paced environment where employee has to efficiently communicate with the Emergency Room staff and admitting wards to quickly admit or transfer a patient. Admissions tech also discharges patients, as well as tracks Active Duty members admitted to off-base facilities and notify appropriate chain-of-command. Admissions tech is expected to process deaths that occur in the medical facility and ensure paperwork is done properly between the involved nurses, doctors, and funeral homes. Employee must be flexible, work under pressure well, have good customer service, especially in grieving family member situations, have attention to detail, and be able to type 50 words a minute.

Supervisor: (Technical Sergeant) Luane Miller

Okay to contact this Supervisor: Yes

Education and Training:

High School Diploma – took advance placement classes last two years of high school.

Joined United States Air Force in July 2011, honorably discharged May 2015.

Achieved 16 semester hours towards Health Services Management degree and maintained 3.5 GPA.

CPR/BLS and Self Aid Buddy Care Certified from 2011 to 2016.

HIPPA and Privacy Act trained and certified from 2011 through 2016.

Train the Trainer Certified as of 2012.

Electronic Health Record and medical records trained and certified from 2011through 2015.

Very familiar with CHCS, AHLTA, and Essentris

Professional Achievements:

Coined by hospital executive for organizing seating and ushering 354 guests at Annual Air Base Wing Awards Banquet in 2012

Coined and lauded by hospital executive staff for organizing a VIP Tour of Pediatrics Clinic and briefing medical facility leaders on operations and access to care statistics.

Personally invited to Air Force Ball by Squadron Commander, Col. Reba E. Harris.

Selected by hospital leadership to cure Deployed Health Assessment back log; processed 37 deployed patients and decreased deficiency by 480%, and bringing program up to Air Force Surgeon General’s standards.

Promoted from E3 to E4 in November 2013.

Professional References:

(Technical Sergeant) Maude Mendenhall, Supervisor, 520-***-**** or *****.*********@**.**.***

(Technical Sergeant) Luane Miller, Supervisor, 318-***-****

(Technical Sergeant) Michelle Stovall, Admissions and Dispositions NCOIC, 702-***-****

(Staff Sergeant) Shaun Sosa, Co-Worker, 757-***-****

(Staff Sergeant) Charles Catungal, Co-worker, 619-***-****

Contact this candidate