Support Assistant Health Care

Objectives

To apply my experience and team-oriented ideas to better myself and the organization to obtain desired outcomes.

Experience

Lexington VA Health Care System – Troy Bowling Campus

Medical Support Assistant

Jan 2022 to present

Responsible for daily workload assessments, assigning work assignments; assuring proper staffing coverage; evaluating training records.

determining training needs of MSAs to provide support across interprofessional settings

Assists the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources.

Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities (telephone calls, secure messaging, chat, text messaging and video).

Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow.

Assures coverage of all areas of work, ensuring accurate and timely scheduling of appointments.

Provides guidance to staff members, to include changes impolicies and procedures, distributing and balancing workload.

Creating and maintaining employee work schedules.

Orienting and providing on-the-job training for new and current employees.

Ensures all training requirements are met.

Organizes the work structure of assigned areas' and acting as a liaison between MSA and staff to resolve day to day conflicts.

Answering and responding to incoming telephone calls.

Routing calls to the appropriate resource.

Determining enrollment and eligibility for services.

Ensuring all outpatient clinic appointments are scheduled and documented.

Scheduling/rescheduling/canceling initial and follow-up appointments.

Routine interactions with internal and external customers in a professional, helpful, respectful and courteous manner.

Treat all employees and callers with respect, regardless of their level, personality, culture or background showing sensitivity and compassion for others.

Team Health-Hospitalist Inpatient Group

Practice Coordinator – Remote- Several Locations across USA

April 2019 to Feb 2023

Shall communicate on a regular basis with the designated TeamHealth Supervisor.

Will access hospital information systems, or work with facility staff to procure patient demographic and insurance data to ensure correct billing information and updates are sent to the billing center.

Coordinate completion of all clinical documentation from physicians; and proactively work with medical director to ensure complete documentation and signatures.

Achieve and maintain individual target goals for the facility as designated by the Supervisor.

Monthly TeamHealth Hospital Medicine administration meeting – scheduling of meeting, agenda preparation, and minutes.

Monthly provider meeting – scheduling of meeting, agenda preparation, and minutes.

Facilitate provider scheduling changes and notification.

Monthly collecting and tracking of key data for dashboards

Message and mail distribution.

Miscellaneous duties or tasks as assigned by leadership (i.e., brochure distribution, marketing, Call Back Program, Primary Care Provider Notification Program, etc.).

The Practice Coordinator shall obtain a copy of the in-patient records for each patient upon discharge.

Shall insure that each medical record contains the following items prior to the batching process.

Physician chart, including H&P and Discharge Summary, all daily progress notes, etc.

Hospital face sheet to include patient demographic information

Insurance information (copy of the insurance card when available)

Physician Orders

The batch is then assembled with all complete records reconciled to the discharge report.

Expected to identify and retrieve all missing or incomplete records in a timely manner.

Will assume tasks, duties and responsibilities as assigned by the Supervisor or designated TeamHealth Hospital Medicine staff.

Develop and maintain a positive working relationship with hospital staff and administrative support.

Work the number of assigned hours per weeks and complete a time sheet weekly.

Stanton Health and Rehab

Nursing Home Administrator

Jan 2018 to Dec 2018

The director of the facility and responsible for all patient care and business decisions

Manage the day-to-day operations for the facility and keep the organization on track for its long-term goals and mission

Coordinate and provide leadership to each clinical, managerial, and custodial team and ensure that they work together effectively

Hire staff and employees at every level

Ensure the facility operates in compliance with all local, state, and federal regulations

Coordinate with clinical staff to ensure residents’ individual care plans are being followed

Provide regular safety and compliance training

Create and maintain a budget

Oversee billing and set fees

Act as the ‘face’ of the organization to the governing board, the public, and residents’ families; and as a liaison between staff, residents, and families

Given the 24/7 nature of nursing homes, work is non-standard hours, and/or more than forty hours per week, and may be on-call on nights, weekends, and holidays.

Professional demeanor and deep understanding of both the clinical and business aspects of running an acute care and/or nursing facility.

Eurofins Microbiology

Manager of Registration and Client Support

Feb 2017 to Jan 2018

In addition to and in conjunction with the employee’s existing job description and under the supervision of laboratory management, they shall perform the following activities:

Serves as a resource for technologist and department management

Provides leadership in the department as an acting mentor and role model for staff

Serves as a department-related content subject matter expert

Establishes priorities in work to be done and assigns specific activities to technologist

If applicable, directs internal proficiency/competency program according to regulatory standards and operating procedures

Resolves service-related issues and coordinates information and problem solving with lab manager, staff and clients in a timely fashion

Communicates problems to supervisor

Providing input on employee performance to manager as directed for employee reviews

Oversees the operation of the laboratory which includes but is not limited to supply inventory, ordering, and maintaining the work area

Serves as a liaison for the department to other internal departments

Assists in making sure policies and procedures are followed and that training is complete for all staff members

Aides in implementing changes and corrective action to help with process improvement

Assists with personnel management including but not limited to scheduling, minor conflict resolution, training, and competency

Interfaces with auditors

Kentucky One Health – (new company CHI)

Director of Operations- Hospital Service Line (Hospitalist)

March 2015 to Aug 2016

Develops strategic plans, annual goals and performance metrics for one or more departments or units. Collaborates with other stakeholders and internal service providers to develop and implement plans for aligning operations to organizational vision and strategy. Serves as a champion of enterprise-wide culture, including influencing culture change to support operational objectives.

Participates in leadership activities that contribute to the achievement of goals and objectives and evaluates operational performance.

Reviews and approves changes to internal processes and leads the implementation of process improvement. Reviews and approves customer service standards and addresses escalations as necessary.

Manages communications to the enterprise on strategy, projects, initiatives and other activities related to operational area.

Fosters and maintains effective working relationships with peers across the enterprise, in addition to with external service providers and stakeholders.

Oversees the preparation, analysis, monitoring and communication of operational reporting.

Determines necessary space, equipment, supplies and support systems to ensure effective functioning of operations.

Assigns and reviews annual goals and provides development opportunities for team leaders and team members. Evaluates performance of assigned team leaders and team members and provides continuous feedback.

Accountable for financial management, including, but not limited to, managing and monitoring budgets and expenditures throughout the fiscal year.

Manages, directs, and allocates resources to oversee effective and efficient operations.

Accountable for ensuring compliance with any relevant federal, state and local laws, rules and regulations. Manages process improvement and quality assurance activities.

Provides project management leadership by creating charts, timelines, milestones, and goals and objectives for projects and programs. Keeps projects on time and on task. Engages appropriate leadership in project management process and works to achieve active buy-in from stakeholders.

Interim Nursing Home Administrator – Various Location

Nursing Home Administrator

Jun 2013 to Aug 2014

The director of the facility and responsible for all patient care and business decisions

Manage the day-to-day operations for the facility and keep the organization on track for its long-term goals and mission

Coordinate and provide leadership to each clinical, managerial, and custodial team and ensure that they work together effectively

Hire (and Fire) staff and employees at every level

Ensure the facility operates in compliance with all local, state, and federal regulations

Coordinate with clinical staff to ensure residents’ individual care plans are being followed

Provide regular safety and compliance training

Create and maintain a budget

Oversee billing and set fees

Act as the ‘face’ of the organization to the governing board, the public, and residents’ families; and as a liaison between staff, residents, and families

Given the 24/7 nature of nursing homes, work is non-standard hours, and/or more than forty hours per week, and may be on-call on nights, weekends, and holidays.

Professional demeanor and deep understanding of both the clinical and business aspects of running an acute care and/or nursing facility.

Cardinal Hill Rehabilitation Hospital

Nursing Home Administrator- Rehab Unit

Oct 2012 to May 2013

The director of the facility and responsible for all patient care and business decisions

Manage the day-to-day operations for the facility and keep the organization on track for its long-term goals and mission

Coordinate and provide leadership to each clinical, managerial, and custodial team and ensure that they work together effectively

Hire (and Fire) staff and employees at every level

Ensure the facility operates in compliance with all local, state, and federal regulations

Coordinate with clinical staff to ensure residents’ individual care plans are being followed

Provide regular safety and compliance training

Create and maintain a budget

Oversee billing and set fees

Act as the ‘face’ of the organization to the governing board, the public, and residents’ families; and as a liaison between staff, residents, and families

Kindred Healthcare- Fountain Circle

Assistant Nursing Home Administrator

April 2012 to Oct 2012

The director of the facility and responsible for all patient care and business decisions

Manage the day-to-day operations for the facility and keep the organization on track for its long-term goals and mission

Coordinate and provide leadership to each clinical, managerial, and custodial team and ensure that they work together effectively

Hire (and Fire) staff and employees at every level

Ensure the facility operates in compliance with all local, state, and federal regulations

Coordinate with clinical staff to ensure residents’ individual care plans are being followed

Provide regular safety and compliance training

Create and maintain a budget

Oversee billing and set fees

Act as the ‘face’ of the organization to the governing board, the public, and residents’ families; and as a liaison between staff, residents, and families

Xerox/ACS Healthcare Section

Claims and Call Center Operations Manager

Feb 2011 to April 2012

work with Director on development and execution of claims strategy

Identify trends, risks and opportunities to set strategic direction

Identify key strategic considerations to optimize the efficiency and accuracy of claims processing

Collaborate with functional leaders to identify execute initiatives that support strategic and operational objectives

Synthesize information into impactful materials and presentations to facilitate recommendations to the COO and Executive Teams

Lead business planning efforts for Claims

Effectively work in a matrix environment to accomplish work across multiple teams in the health plan and health system

Lead meetings, put content into framework, organize people and drive implementation

Understand and visualize data, make data driven decisions and create reporting

Develop, implement, and enhance processes to drive overall performance of Claims initiatives

Lead implementation projects assigned in accordance with priority

Develop methodologies and infrastructure to measure the impact of executed initiatives

Represents Claims as the subject matter expert on corporate initiatives

Makes recommendations related to Claims impact and operations

Leads implementation of any resulting work, internal project teams, coordinates communication, training, documentation and reporting

Identifies, communicates, and escalates issues to the Director of Claims, Enrollment and Provider Appeals on a timely basis

Independently problem solves programmatic issues and implements appropriate solutions

Responsible for ensuring compliance with contractual and regulatory requirements and for effectively documenting the components of the programs necessary for compliance with regulatory standards and submission to external agencies

Represent Claims in meetings with external auditors and regulators such as the Centers for Medicare/Medicaid Services (CMS), the Department of Health and Human Services (DHHS) and the Executive Office of Health and Human Services (EOHHS)

Coordinates and tracks the completion of regulatory training for all Claims staff, and responsible vendors

Develops and oversees the production of regulatory reports and standard KPI reports to monitor and report on overall department metrics and program evaluation. Implement operational enhancements in partnership with Claims leadership as they relate to department metrics performance

Accountable for timely notification to the Claims Director and Manager if operational performance falls below expectations, including matrixed with vendors

Collaborates with Claims leadership, Claims Analyst and vendors to identify opportunities for improvement and implement interventions to address opportunities

Manage a high-performing team covering escalations, emerging issues management, and external and regulatory enquiries.

Creating and maintaining a culture of excellence within the Contact Center that inspires vendors to do their best work.

Develop team by providing mentorship, guidance and career development to team members.

Monitoring site performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner.

Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer negotiations.

Evaluate and Improve Contact Center operations by developing new policies and procedures, conducting audits, and making recommendations for change.

You are mission driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress and sharing results.

This individual is key to shaping the vision of the team by ensuring your team operates in a frictionless environment and enabling them to identify trends and opportunities that drive operational improvements.

Proactive and able to identify risks and opportunities in processes and policy, ensuring that all stakeholders are aware and understand the impact on day-to-day operations.

Ability to identify and recognize the need for and lead through change management initiatives while maintaining and driving teammate engagement.

Proven success building and maintaining healthy relationships with key partners, acting as the link between operations and stakeholders, identifying opportunities that will improve both the customer and teammate experience.

Be the spokesperson of the customer. Where the customer experience has failed, your priority will be to make the customer whole again, putting solutions in place to prevent this from impacting other customers in the future.

You are an advocate for customer care, who will carry and drive the FRL customer focused culture with your colleagues and within your team.

Superior judgement.

Excellent follow up/follow through.

Administrator-In-Training – Irvine Health and Rehab

Nursing Home Administrator

Aug 2010 to May 2011

The director of the facility and responsible for all patient care and business decisions

Manage the day-to-day operations for the facility and keep the organization on track for its long-term goals and mission

Coordinate and provide leadership to each clinical, managerial, and custodial team and ensure that they work together effectively

Hire (and Fire) staff and employees at every level

Ensure the facility operates in compliance with all local, state, and federal regulations

Coordinate with clinical staff to ensure residents’ individual care plans are being followed

Provide regular safety and compliance training

Create and maintain a budget

Oversee billing and set fees

Act as the ‘face’ of the organization to the governing board, the public, and residents’ families; and as a liaison between staff, residents, and families

Clark Regional Medical Center

EDIS Assistant Coordinator

Jun 2009 to July 2010

Arrive patients including the creation of new Medical Record numbers as appropriate

Enter emergent Health Link patient orders for EKG and enter non-emergent bed and/or supply orders when required.

Answer all incoming calls, assessing nature and urgency, and determine the appropriate triage of the call. Use established guidelines for patient advice call triage. Maintain courtesy and professionalism during urgent situations.

Utilize appropriate on-call schedules, paging schedules and directory.

Collect and review necessary ED patient documents for future use in assisting with patient care or to be used by financial staff to satisfy contractual agreements or billing inquiries.

Assist ED patients in scheduling follow-up clinic appointments.

Request hospital services such as Interpreter Services, Patient Relations Representative, Pastoral services, Social Work, etc. independently or as directed

Support co-workers and engage in positive interactions.

Communicate professionally and timely with internal and external customers

Demonstrate friendliness by smiling and making eye contact when greeting all customers.

Provide helpful assistance in anticipating and responding to the needs of our customers.

Collaborate with customers in planning and decision making to result in optimal solutions.

Ability to stay calm under pressure and deal effectively with difficult situations

Central Baptist Hospital

Sterile Processing Supervisor

Oct 2005 to Jun 2009

Communicates with supervisor and staff prior to any / all surgical cases to ascertain instrument and supply needs and ensures items are available; resolve issues / offer alternatives when necessary.

Troubleshoots instrumentation needs related to tray additions and reconfigurations, communicating order needs to manager or designee.

Authorizes and dispenses products requested by verbal, written or telephone requisitions for equipment and supplies.

Serves as the liaison for OR/Sterile Processing Department (SPD) personnel and physicians to resolve issues that may arise before, during and after cases.

Reviews sterilization/expiration dates and the integrity of sterile packaging.

Reports inoperable equipment to SPD and OR.

Monitors needs and turnover lists to identify and assign priority to emergency requisitions and required supplies and equipment based on knowledge of procedure requested; identifies items to be reprocessed for additional cases; communicates information to OR and SPD to limit delays.

Provides shift report information to supervisor or designee.

Performs quality audits on instrument sets and case carts.

Monitors OR sterilizers and assists with immediate use steam sterilization (IUSS) in OR.

Monitors OR & SPD shelves for critical items, peel packs and loaners.

Restocking of instrumentation in surgical cores.

Ensure instrumentation storage meeting organizational standards.

Work with OR to have instrumentation trays serviced based upon repair schedule setup in Abacus.

Adapts behavior to the specific patient population, including but not limited to respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.

Clark Regional Medical Center

Emergency Room Technician

Aug 2000 to Oct 2005

Perform patient care duties utilizing a team approach in collaboration with the RN’s, MDs, and other team members of the comprehensive care team.

Must be able to perform the following tasks efficiently: perform/record vital signs, phlebotomy, CPR, apply oxygen delivering systems, perform simple wound irrigation/direct pressure/ dressings, prepare sterile fields for suturing, assist MD with treatment of nosebleed and other emergent conditions, apply restraints, clean medical equipment and prepare for sterilization, collect urine specimens, greet patients/family and prepare patients for physician/nurse examination.

Place patient on cardiac monitor, identify potential life-threatening arrhythmias and report immediately to the appropriate provider, pulse oximetry measurement, set up rooms for special procedures (pelvic, exams, ENT, sutures), apply splints and teach crutch walking.

Communicates effectively and appropriately.

Contributes to maintenance of a clean, safe environment to minimize hazards of infection or injury.

Contributes to the efficient operation of Nursing Services.

Other duties as assigned by management.

Education, Training, and Licenses

Eastern Kentucky University

Bachelor of Science Health Care Administration Dec 2006

Internship: Pediatric and Adolescent Associates and Eastern Kentucky Immigrant Clinic Program

Capella and Eastern Kentucky University Completed 30 Credits Hours

Master of Public Health

License Nursing Home Administrator KY #116202 exp. 08/2024

Jan 1990 to Nov 1993 US Navy Corpsman -MOS 8404 Field Medic with Marine Corp 2nd FSSG and MARDIV, Gulf War Veteran Honorable Discharge

Skill Set: suture wounds, cuts and secure injuries, BLS, foot care, hydration, veni-puncture, IV insertion, fluid resuscitation, medical record management.

Communication

Microsoft Teams

Microsoft Outlook

Computer and EMR (Electronic Medical Record) Skills

Epic

Meditech

Cerner

Sunrise Management System

CPRS (Computerized Patient Record System)

Vista

Microsoft Office: Intermediate Knowledge (Word, Excel, & PowerPoint)

Adobe: Intermediate Knowledge

Ingenious Med (Charge Capture)

Kronos

Citrix

References

Available upon request

Contact this candidate