Administrative Assistant Customer Service
Resume:
Joline Vermette
Rochester, NY *****
**************@*****.***
Medical Administrative Assistant with extensive hands-on experience in providing administrative support to complex medical facilities and other industries. Skilled in managing front office functions, including customer service, patient appointments, billing and collections, and records management. Success in optimizing delivery of care by automating charting systems and continuously measuring performance metrics. Seeking to take next career step in health administration with a respected organization dedicated to providing high-level care to diverse patient populations. Work Experience
Medical Secretary
Unity vascular surgery - Rochester, NY
August 2020 to Present
• Greet patients to initiate positive ambulatory experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, directs patients to next destination, obtains signatures as needed (e.g., for insurance forms), identifies and assesses patient special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Updates patients regarding waiting time for the provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.
• Collects patient demographic and financial information in an efficient, customer oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for e Surveying purposes. Assures completion of all appropriate forms by patients, such as, Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Charity Care information, etc.
• Schedules new and return visits to ambulatory care using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient needs
(e.g., transportation), assures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient. Schedules ultrasounds for patients before visit with their vascular provider.
• Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing. This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.
Outpatient Access Specialist
University of Rochester, Strong Memorial Hospital - Rochester, NY December 2019 to August 2020
• Greet patients to initiate positive ambulatory experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, directs patients to next destination, obtains signatures as needed (e.g., for insurance forms), identifies and assesses patient special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Updates patients regarding waiting time for the provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.
• Collects patient demographic and financial information in an efficient, customer oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for e Surveying purposes. Assures completion of all appropriate forms by patients, such as, Medicare Secondary Payer assurance, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Charity Care information, etc.
• Schedules new and return visits to ambulatory care using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, pre-registers patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient needs
(e.g., transportation), assures patient satisfaction with visit prior to discharge from the area. Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient.
• Telephone Management: Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.
• Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing. This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.
• Performance Analysis: Edits and corrects registration errors, completes missing registration data, reconciles and edits charge entry, assures accuracy of patient schedules, identifies ways to reduce follow- up, repetitive, or corrective work.
• Customer interaction: Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.
• Other Clinic Service Tasks: May escort patient into the treatment corridor and assist as needed. Internship
Life solutions Psychotherapy
August 2019 to December 2019
Scheduling with PMP system
Greet Patients
Pull charts for appointments/ prepare new patients' charts
Fax and mail paperwork
Check insurance availability through carrier portals/website
Use word/excel to create patient forms
Corporate Administration
Sutherland Global Services - Pittsford, NY
November 2012 to July 2018
• Coordinated office activities and operations to ensure efficiency and compliance to company policies
• Greet visitors and ensure they are equipped with needed material for their visit.
• Managed agendas/travel arrangements/appointments etc. for the upper management
• Managed phone calls and correspondence (e-mail, letters, packages etc.)
• Ordered office supplies
Corporate Administrative Assistant
Sutherland Global Services - Pittsford, NY
March 2011 to July 2018
Sutherland Global Services
March 2011 to 2012
Fielded incoming calls in a timely manner throughout shift
Identified customer questions, complaints, concerns, and overall needs
Provided enough answers and solutions to all customer queries
Handled customer complaints respectfully and professionally
Redirected customers to appropriate departments
Returned calls to customers for follow up as needed Case Manager/Residential Service Coordinator
DePaul Parkside SRO
May 2007 to October 2010
Determined client's requirements by completing intake interviews; determined need for therapeutic medical, psycho-social, and psychiatric evaluations; reviewing therapist evaluations, treatment objectives, and plans.
Established treatment programs by setting schedules and routines; coordinating services being provided; arranging resources, including transportation and escort.
Monitored cases by verifying client's attendance; observing and evaluating treatments and responses; advocating for needed services and entitlements; obtaining additional resources; intervened in crises; providing personal support
Maintained clients records by reviewing case notes; logging events and progress
Communicated clients progress by conducting weekly interdisciplinary meetings and evaluations; disseminating results and obstacles to therapeutic team and family; identifying treatment influences
Ensured Clients Meet their personal budget by monitoring expenses; implementing cost-saving actions DePaul Parkside East Rochester, NY
DePaul Parkside SRO - East Rochester, NY
July 1998 to October 2010
SRO Administrative Assistant
DePaul Parkside SRO
April 2002 to May 2007
Answered incoming calls and assume other receptionist duties when needed
Responded to questions and requests for information
Managed workflow by assigning tasks to other administrative employees daily, ensuring that deadlines were met, and work is completed correctly
Assisted in training staff members and new hires
Implemented and monitor programs as directed by management, and saw the programs through to completion
Generated memos, emails and reports when appropriate
Assume responsibility for maintenance of office equipment, including computers, copy machines and fax machines
Maintained office supplies by checking inventory and order items Resident Care Aide/ Team Leader/ Medication Coordinator DePaul Parkside Adult Community - East Rochester, NY June 1998 to April 2002
Assisted Clients with ADLs
Managed staff schedule/ Coordinate staff meetings
Coordinated with different nurses/aides to assist with patient care and medications
Delivered routine daily medications, either prescription or non-prescription, to clients
Followed written or verbal instructions on how to manage medications.
Recorded medication dosages and times in a Medication Logbook
Observed patients and document changes in their condition
Upheld all health and safety standards
Responded to patient emergency call signals, bells, or intercom systems to identify patient needs Education
Associate of Applied Science in Medical Administration Assisting in Medical Administrative assistant
Bryant & Stratton College - Rochester, NY
September 2018 to December 2019
Skills
• Organizational skills
• Data entry
• Time management
• Problem solving
• Multitasking
• Customer Service
• Office Administration
• Medical Scheduling
• Case Management
• Records Management
• Intake Experience
• Medical Office Experience
• HIPAA
• Hospital Experience
• Medical Records
• Medical Receptionist
• Insurance Verification
• Computer Skills
• EMR Systems
• Social Work
• Office Experience
• Epic
• Microsoft Office
• Employee Orientation
• Clerical Experience
• Medical Terminology
• Office Management
• Management
• Microsoft Excel
• Microsoft Word
• Microsoft Powerpoint
Assessments
Medical Terminology — Proficient
January 2019
Measures a candidate's ability to understand and appropriately use medical terminology. Full results: Proficient
Administrative Assistant — Proficient
October 2019
Evaluates the knowledge and skills essential to administrative assistant jobs. Full results: Proficient
Scheduling — Proficient
June 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Proficient
Medical Receptionist Skills — Highly Proficient
June 2020
Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient
Medical Receptionist Skills — Highly Proficient
June 2020
Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient
Customer Focus & Orientation — Expert
August 2020
Responding to customer situations with sensitivity Full results: Expert
Work Motivation — Proficient
August 2020
Level of motivation and discipline applied toward work Full results: Proficient
Customer focus & orientation — Highly Proficient
August 2021
Responding to customer situations with sensitivity Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills & Abilities
Organizational skills
Record and data entry management
Problem solving skills
Verbal and written communication skills
Multitasking skills
Time management skills
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