Medical Office Assistant

Lisa Sendar

CCMA, BS, MHA/MBA

336-***-**** ● ********@*****.***

PROFESSIONAL SUMMARY

Successful Leadership professional with 10+ years’ experience in large-scale Healthcare environments. Implement cost control measures to ensure operations remain within company targets. Maximize bottom-line performance through HIPAA and Compliance, staff management, loss control and inventory management initiatives.

SKILLS SUMMARY

Leadership Office Management & Administration Employee Orientation Critical Thinking Proficiency

Conflict Resolution Reporting Skills Clerical Experience Computer & Microsoft Proficient

Appointment confirmation Maintaining Quality Assurance Standards Maintaining Records

Team Building Training/Mentoring/Coaching

Medical Office Experience

Medical Office Front & Back End Medical Scheduling Phone Etiquette Transcription Medical Filing/Medical Records

Patient Care/Caregiver Hospital Experience OR & ER experience Inpatient & Outpatient Care Triage

Patient Interviewing Skills

Obtaining Vital Signs Recording Histories Body Mechanics Competency Patient Positioning Understanding

Flow Sheet Charting Organization & Planning Administering injections Venipuncture/Phlebotomy

Performing: EKGs, CLIA-waived testing, Urinalysis Spirometry & PFT Autoclave Experience

PROFESSIONAL DEVELOPMENT

Covid-19 Contact Tracer Training 8/2020 Infection Control Training CPR and BLS Certified

Sterilization techniques HIPAA Allscripts Epic Power chart EHR Systems EMR Systems

Medical billing Medical coding ICD-10 Insurance Verification Medical Terminology

CERTIFICATIONS

Certified Cerner Trainer Acute, Surgery & Ambulatory

Certified Nursing Assistant - Active (CCMA) Certified Clinical Medical Assistant - Active

(NHA) National Healthcare Association – Active

BLS & First Aid Level 5 Instructor - Active

EDUCATION

MHA/ED Health Care Administration / Education University of Phoenix, Charlotte, NC

MBA/Human Resources, Strayer University, Greensboro, NC

BS Liberal Studies / Social Work NC A&T State University, Greensboro, NC

AAS, Medical Assistant, University of Alaska, Fairbanks, AK

Workforce Development I & II AAS, Human Services

200 Practicum Hours: Case Management, Community Mental Health Center Fairbanks, AK

PROFESSIONAL EXPERIENCE

EHR Consultant March 2022 – Present

Department Of Defense Health Management System Military Training Facilities

Deliver instruction and manage diverse classes of adult learners in a single classroom or virtual delivery methods to multiple sites

Train and conduct individual, small group of 20-30 full classroom exercises, including simulations and end-to-end process activities.

Receives assignments in the form of objectives and establishes goals to meet outlined objectives.

Work is reviewed by management to measure objectives.

Work on problems of moderately complex scope where analysis of situations or data requires a review of identifiable factors

Exercises independent judgment within defined training policies, procedures and organizational goals to determine appropriate action

Develop relationships with learners, understand the range of learning styles in the classroom and tailor instructional guidance to accommodate for these preferences

Responsible for determining the organization, communication and delivery of the course content and materials, and for developing learning activities and demonstration

Collaborate with internal organization to develop, enhance, and/or evaluate new or existing learning objectives and course content, such as lecture, lab exercises, field training, computer-based training (CBT)

Participated in Go Live Activities such as Learning Lab, Favorites Fair and Go Live Activities

EHR Project Integration Manager January 2022 – April 2022

Defense Health Agency FT. Bragg, NC

Provide overall direction to all project level activity and personnel interfaces with client personnel

Monitor performance indicators such as cost, timing, and manpower loading

Coordinate with the Program Manager to ensure problem solution and user satisfaction

Keep management informed of project status and deviations.

Review project schedules, performance, and deliverables for correctness and ensure their progress in accordance with the assigned timeline

Attend daily morning huddles.

In charge of Favorites Fair, sign up trainings, Learning Lab and Go Live Activities

Communicate effectively with the Team on all updates of MHS Genesis project

Director (Remote) September 2020 – Present

Joelle’s Center of Hope, Inc. Greensboro, NC

Serves as the liaison among the professional personal and field staff and plans ongoing assessment of community needs develops and administers programs as needed

Train 15-20 staff on BLS Adult CPR & First Aid

Implements budgeting and accounting systems in conjunction with Service Supervisor

Supervises and approves all credit arrangements with clients and collecting all

delinquent client accounts and demonstrates in-depth knowledge of, and ensures compliance with, State, local and

Federal laws relating to all of the operations of the Agency (includes in-office operations, wage and hour regulations, and EEO.)

Works with Service Supervisor to evaluate environmental/working conditions of field

Hire employees, plans, organizes, administers, and coordinates Agency functions.

Provides marketing/sales and is informed of the competitions’ pricing/marketing

strategies and services.

Participates actively in professional organizations and maintains good standing in the medical community.

Maintains visibility and fosters public relations, participates in speaking engagements and Performs Annual Audit of agency

NC EDSS Trainer March 2021 – August 2021

Division of Public Health (Temporary Solutions) Raleigh, NC

Evaluate and adapt training curriculum and materials to address COVID-19 response activities and to rapidly train new users to work on the COVID-19 response

Trained weekly classes of new users 20-35 students on COVID-19

Utilize knowledge of NC EDSS and adult training techniques to critically evaluate the current curriculum and make suggestions for improvement.

Create new training materials using appropriate methods based on current version of NC EDSS response and roles in the system and to meet high demand for specific training by the LHD system users

Review and compare training curricula across programs to ensure consistency

Research and implement best practices to convey public health information to a broad audience; focus on interactive education methods

Create and update training curriculum to serve as a refresher specifically for COVID-19 specific response for existing users

Manage training schedule and run online user training up to 2-3 times per week during peak demand

Adapt course materials to the online format.

Engage online trainees in the lessons and provide examples and context in an engaging manner.

Develop new user materials to summarize complicated NC EDSS processes and provide a reference for new NC, timeliness, and customer service throughout the entire claimant and customer experience

Maintain documentation of training activities

Disseminate new NC EDSS information via email notifications

Coordinate with NC EDSS trainers from all disease programs to coordinate training system updates and maintenance

Participated as needed and directed in Branch special projects initiated as part of investigations of outbreaks, clusters or case reports Participated with interviews of cases or controls, data entry and communication and coordination with those involved in special projects.

Clinic Office Manager June 2017– September 2020

QTC Medical Group Fort Bragg, NC

Managed the day to day “Front and Back Office” operation of a medical clinic, to include planning and coordinating the work assignments of all clinic staff

Trained all new hire Medical Assistant to be proficient in roles and maintain 80% annual competency.

Ensured excellent quality, timeliness, and customer service throughout the entire claimant and customer experience.

Participated in the physician recruitment, orientation, relations, and retention process.

Assisted in the creation and implementation of all policies, procedures, goals, and objectives.

Ensured strict confidentiality of all medical records, PHI and PII

Administered the clinic budget to include medical and office supply inventory.

Ensured the calibration of all medical equipment.

Managed payroll, hiring and training new employees.

Oversaw employee performance and administered regular employee performance reviews.

Practice Administrator July 2016 – April 2017

Triad Adult & Pediatric Medicine High Point, NC

Provided leadership for site operations.

Set daily strategies with communication and consultation with providers (including specialists). Liaison relationship with providers is key to managing a site.

Supervised all ancillary staff as indicated in the TAPM organization chart.

Managed Call Center, Triage, Community Liaison

Provided oversight to Charge/Lead Nurse in conjunction with the Lead Provider (provides clinical aspect)

Ensured that staff receives information by developing and implementing a communication plan with staff input

Contributed to creating and maintaining a diverse workplace.

Monitored and evaluated competencies of departmental personnel.

Provided preliminary leadership in the development, coordination, and successful outcomes for assigned clinical or departmental programs.

Participated in multi-disciplinary teams with Community Liaisons, outside agencies, etc. to assure/improve continuum of quality care

Researched patient complaints/grievances and reports all findings to the Administrative Services Director to develop strategies for problem solution. If necessary, these concerns were presented to the Chief Medical Director and CEO for resolution

Responsible for coordinating a safe work environment by ensuring timely arrangements for building and/or equipment repairs/maintenance

Served on various committees.

Abided by all company policies regarding safety/health rules and regulations

Responsible for security and integrity of client files and records

Responsible for scheduling orientation of all new employees

Responsible for Employee performance and regular employee performance reviews

Exceptional Oral and Written Communication skills

Chief Executive Officer September 2013- October 2015

Care Providers Network II Greensboro, NC

Managed overall agency operations including management of client services and employees

Ensured the recruiting, hiring, and orientation of all staff adequate employee availability for client care and the ongoing of management of client needs

Reviewed and responded promptly to all client requests for service

Performed on-site visits and assessments of clients to determine their house care needs, and to arrange for agency services

Managed client services for satisfaction and resolution of client: concerns and complaints

Ensured the security and integrity of client files and records

Provided new employee a standard orientation of the agency: employee handbook, safety, standard operating procedures and physical layout

Oversaw employee performance and issued regular employee performance reviews.

Exceptional Oral and Written Communication skills

Certified Medical Assistant October 2015- June 2016

Alliance Urology Greensboro, NC

Ensured the security and integrity of client files and records

Obtained vital signs.

Administered Injections

Prepared the rooms for procedures such as pelvic examinations and catheter placement.

Assisted physicians with vasectomy & cystoscopy procedures.

Checked task basket and returned patient phone calls by answering questions and routing messages to the physicians

Sent pharmacy electronic prescriptions.

Exceptional Oral and Written Communication skills

Healthcare Unit Coordinator Instructor August 2006 – June 2017

Forsyth Technical Community College Winston-Salem, NC

Serve as an instructor for a 230-hour course comprised of classroom and clinical elements; arrange clinical placements for students and supervise students at clinical sites

Evaluate student competence based on program philosophy and objectives; incorporate various forms of learning in order to provide an optimal environment for all students

Grade all work consistently and accurately, document student information and scores

Serve as an instructor 48-hour course comprised of Medical Terminology, Medical Office I Billing and ICD-9 Coding, EHR, EMR and EPIC

Assist in the development of new curriculum and update the course syllabus accordingly

Exceptional oral and written communication skills

PC and Microsoft Office Proficient

Medical Assistant Instructor January 2013- January 2020

Virginia College Greensboro, NC

Serve as an instructor for a 11-week course Mathematics in Healthcare comprised of classroom and clinical elements; arrange clinical placements for students and supervise students at clinical sites.

Evaluate student competence based on program philosophy and objectives; incorporate various forms of learning in order to provide an optimal environment for all students

Grade all work consistently and accurately, document student information and scores

Serve as a Substitute/Instructor for mini semester course comprised of Medical Terminology, and tutor for Mathematics in Healthcare

Assist in the development of new curriculum and update the course syllabus accordingly.

Emergency Department Admission Supervisor April 2006 – October 2013

Moses Cone Hospital Greensboro, NC

Supervised Admission Services Department daily operations

Hired; provided initial orientation; trained; supervised; and administered performance management.

Initiated admissions procedures improvements, assisting in the development of departmental goals, objectives, and

planning and implementing new programs (EHR, EMR, EPIC) and initiatives

Effective and Efficient multi-tasker: prioritized and performed all duties

Admitted surgery patients; followed and transcribed patient orders from physicians; collected of lab specimens; called in EKG and X-Ray services as necessary; and saved and measured EKG strips

Retrieved supplies from the blood bank and conveyor as necessary (IV fluids and medications, tube feeding supplies, and blood products)

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