Ms. Gwendolen L. Banks

P.O. Box ***

Lake City, Florida 32056

Phone 386-***-****

adkj1a@r.postjobfree.com

June 2015 – present

North-Florida/South Georgia Health System

*** ***** ****** ******

Lake City, Florida 32025

As the Lead Medical Support Assistant with the VISN 8 Telcare program, I monitor and make work assignments, provide input on performances, resolve daily workplace issues and maintains efficient workflow. Assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, providing guidance to staff members to include chances in policies and procedures.

Orienting and providing on the job training for new and current employees, ensuring all training requirements are met, organizing the work structure of his/her assigned areas.

Full time position (40 hours weekly)

August 2011 – June 2015

North-Florida/South Georgia Health System

619 South Marion Street

Lake City, Florida 32025

As the Physical Medicine & Rehabilitation Service secretary, I, serve as a personal assistant to the Staff Physiatrist of Physical Medicine & Rehabilitation service. I perform secretarial and clerical support; establishes priorities of appointments, visitors, phone calls, and calendar; receives all incoming correspondence, types rough and completed drafts of memorandums; prepares and distributes minutes; coordinates meetings; makes travel arrangements; provides complete clerical support to all members of the PM&R staff; initiates a patient list providing daily, weekly, monthly, and quarterly information; schedules appointments for PM&RS program; checks supplies and places orders as needed. Reserves rooms for meetings and notifies staff of dates and times of meetings. Serves as the primary timekeeper. Issues/tracks keys; completes monthly call schedule, and cascade call distribution report.

Receives visitors and telephone calls to the Staff Physiatrist and L-PM&R Service. Ascertains nature of call or business of visitors and determines appropriate action. Refers important business to the Staff Physiatrist. Takes messages for the provider and also make appointments for the visitor(s). I refer calls and visitors requiring medical qualified response to the appropriate therapy areas with the service. I make sure all administrative information is available to callers upon determination of their right to receive it with the requirements of the VA Regulations.

My knowledge of use of different computer and various software programs to accomplish assigned duties are as followed:. I am control point clerk for the Service which includes responsibility for processing and tracking all supplies and equipment as well as various budget considerations. Using programs such as VISTA, CPRS,PAID system, Word, Excel, Outlook, Secondary menu. To schedule and cancel patients, post PM&RS timecards, order supplies, schedule appointments to Physiatrist personal calendar and etc.

I prepare letters, memorandums, reports, e-mails, planned documents and minutes for the Staff physiatrist, supervisors and staff. Computerizes forms so that they me be prepared more timely and efficiently. The work is performs on a personal computer, using Word and VISTA.

My knowledge of medical terminology allows me to evaluate referrals to Staff physiatrist and clinical staff and schedule in the appropriate clinic(s).

I am the PIN Re-setter (PIV) for the Lake City PM&RS office, effective August 23, 2013. This function is to unlock PIV Credentials and allow the credential holders (employee) to reset their PIV credential’s PIN.

Effective April 9, 2013, I also hold a government purchase card, to make purchases for PM&RS service. Supplies that are not ordered by Logistics or item that are distributed to this service by Sterile Processing Service (SPS) are order by me after approval is given by PM&RS Manager. My Purchase card training is update as required

As of May 2012, I began ICB(Insurance Capture Buffer) training and received my ICB certificate (August 2, 2012). Being certified to collect and scan insurance information into a buffer file for insurance verification. Each business day, an electronic list or “ Patient Update list:’ is provided for scheduled appointments whose insurance information would need to be verified prior to his/her appointment. Also if a scheduled appointment or walk-in has new insurance, I scan the information in for the insurance verifiers.

I schedule for all clinics in the PM&RS Service (Kinesiotherapy, Physical Therapy, Occupational Therapy, EMG’S (Electromyography and nerve conduction studies), Wheelchair clinic. Amputee Clinic. I review consults daily with the that come in the PM&RS office and forward to the appropriate service. I schedule patient by contacting by phone, letter or in person to schedule the patient as close to his/her desire date as possible. I have been scheduling since August 2010 and has kept my certification current with training.

I also keep the Key Log for the Lake City PM&RS service as required by Facilities Management service. This is a listing of all keys distributed to staff by Facilities Management and to make sure all is current and that keys for retired staff or staff that has been transferred has been turned in to the appropriate personnel.

I am also the Vetlink associate for the Lake City PM&RS . With the implementation of the kiosk in the PM&RS area October 2013. I manage the lists of the patient who check-in for appointments, I also have the capability of approving individual staff, so they may have access to see when a patient checks-in to their area. Vetlink is the electronic version for a patient to check-in for his/her appointment, to print current and future appointments and also to update contact information without staff assistance.

This is a full time position and I work 40 hours per week.

November 2014 – February 2015

North-Florida/South Georgia Health System

Non- VA Care Coordination

619 South Marion Street

Lake City, Florida 32025

As an overtime program support assistant, I worked overtime with the Non-VA Care office. As a overtime clerk, I patient who had been referred to Non-VA Care,these are appointments outside of the Veterans Hospital that are being scheduled at a community vendor because the VA cannot schedule within a 30 day time frame . My duty was to after approval from the NVCC office, was to contact the veteran to ask if she/he would accept and appointment scheduled with an outside provider closer to their home. If the patient states yes or no, then notification is forwarded from CPRS and also kept on an Excel spreadsheet on the T-drive to notify the team.

Each service has its own team members from providers, nurses and clerks. Then after the authorization is given for the veteran to go to the outside vendor then, I would contact the veteran a second to verify his/her appointment date with the vender. And then the appointment is scheduled into to VISTA.

This overtime program ended in February 2015.

I worked 7 to 10 hours a week, this was an PRN position.

December 2010 – present__(Overtime)

North-Florida/South Georgia Health System

VISN 8 Tele-Care

619 South Marion Street

Lake City, Florida 32025

As a PSA in VISN 8 Tele-care, I am responsible for providing advisory and technical assistance in processing and coordinating service to patients utilizing the Telephone Triage Program. Responsible for determining if the patient is a first time or current patient to our facility. Determines eligibility status for first time applicants and is responsible for requesting all documentation needed to verify the patient as an honorably discharged veteran. For current patients, the incumbent must verify the patient’s eligibility based on correct application of laws and regulations governing the entitlement of veterans to medical and dental benefits, including inpatient and outpatient treatment, prosthetic, and indigent services. Gathers background information and documents all patient contacts. Routes the patient’s call to the appropriate resource. Must determine if the call has an urgent or emergent clinical need which requires the immediate attention of the telephone triage nurse so that the patient’s health and well being will not be jeopardized. Acts as liaison between the telephone triage unit, clinic support and scheduling unit, and other areas of Nursing Service for the purpose of resolving delays, misunderstanding, and communication problems among clerical and professional staff. Complies with scheduling directives and regulations. Completes annual training. Schedules and cancels appointments per guidelines. Performs other related duties as assigned. I have worked in Tele-care since December 2010

I work 10 hours each week, this is a PRN (as needed) position.

October 2001 – August 2011

North-Florida/South Georgia Health System

619 South Marion Street

Lake City, Florida 32025

As a Program Support Assistant, in the VISN8 Customer Account Center, I worked with a group within our service, to setup monthly in-services with different departments with our hospital. It has been determined through an office survey that such in-services are needed.

Working as a team member in my present position as a VISN 8 Program support Assistant, teamwork and customer service are two of our core values. Because I work with different facilities it is vital to know how the facility performs its duties. At times because of the personnel that work in the Customer Account Center we all at times asking each other questions and input on the different scenarios that arise each day.

Because my job is to speak both orally to the veteran and in writing (VISTA e-mail) and Outlook to each facility in VISN 8. The information has to be accurate and current.

Because of the constant changes in eligibility, insurance billing (Medicare) and recently our returning Iraqi veterans. My knowledge and daily job duties are constantly changing. At times because of the request of the veteran, I am at times, asked questions that do no pertain to the VA.

My current position requires me to speak to the veteran, family member, insurance carrier (at times), Veterans Service officers, different billing supervisors, pharmacists caregivers and a variety of other personnel. I have had the opportunity to communicate with others both in person and by phone.

I have the ability to quickly adapt to change, handle multiple inputs and tasks simultaneously, and accommodate new situations and realities. I have demonstrated my ability to work within the seven Medical Center Computer Systems in the VISN 8 area. I successfully communicate with multi-disciplinarians throughout the State of Florida and Georgia. Skilled in dealing with persons from different socioeconomic and cultural backgrounds. Experienced in communicating with Age specific persons. Effectively dealing with persons with hearing impairment, physical, and mental difficulties

I received messages from Topeka through a portal which is called PRM (Program Relationship Management). I receive messages via the portal and process the veteran’s problem. Once the problem has been solving, I then call the veteran and inform him/her of the outcome, or if it is something that this office cannot solve, the message is forwarded to the veteran’s local facility for processing.

As a PSA in VISN 8 Tele-care, I am responsible for providing advisory and technical assistance in processing and coordinating service to patients utilizing the Telephone Triage Program. Responsible for determining if the patient is a first time or current patient to our facility. Determines eligibility status for first time applicants and is responsible for requesting all documentation needed to verify the patient as an honorably discharged veteran. For current patients, the incumbent must verify the patient’s eligibility based on correct application of laws and regulations governing the entitlement of veterans to medical and dental benefits, including inpatient and outpatient treatment, prosthetic, and indigent services. Gathers background information and documents all patient contacts. Routes the patient’s call to the appropriate resource. Must determine if the call has an urgent or emergent clinical need which requires the immediate attention of the telephone triage nurse so that the patient’s health and well being will not be jeopardized. Acts as liaison between the telephone triage unit, clinic support and scheduling unit, and other areas of Nursing Service for the purpose of resolving delays, misunderstanding, and communication problems among clerical and professional staff. Complies with scheduling directives and regulations. Completes annual training. Schedules and cancels appointments per guidelines. Performs other related duties as assigned. I have worked in Tele-care since December 2010

This was a full-time position and I worked 40 hours a week.

December 2007 – October 2010

Meridian Behavioral Healthcare Inc.

439 SW Michigan Street

Lake City, Florida 32025

I worked at Meridian Behavioral Healthcare as a Psychiatry Technician/Security/Recovery Specialist. As a Psych Tech /Security my job duties were but not limited to the following:

Responsible for provision of direct client care and interaction under the supervision of an Registered Nurse, Lead Tech. or physician. In addition, documents or assist with completion of documentations. I am responsible for daily client monitoring (flow sheet), which are kept in the client’s chart. Assists with the client admission and discharge process, performed crisis prevention and intervention as needed knowing requirements for CSU/Detox admission. I helped or facilitated educational, recreational and social groups.

I greeted clients in screening area upon their arrival, inventory personal effects and screen for contraband; perform breath alcohol testing and vital signs. Notified the on-duty registered nurse of the readings outside of identified parameters.

Check/sign in visitors to visit with clients, remove any items from oncoming individuals that are not allowed on the crisis unit. Kept the nursing staff informed of any changes in the client’s behavior. While employed there I was CPR trained ( Red Cross), with Basic Life Support skills and also received First Aide training as well.

As a Recovery Specialist, my duties were to monitor the clients in the Recovery Unit, distribute medications to those clients who had medications on hand. Made sure all chores were complete by the appropriate clients, helped facilitated group exercises, charted client behaviors and etc.

This was a PRN(as needed) position and I work 20 – 40 hours per week.

May 2007 – February 2008

Plantation

147 SW Summers Drive

Lake City, Florida 32025

I worked as a Client Assistant at Plantation, Assisted Living Facility. As a client assistant my job duties were but not limited to the following. Conducted client activities, distribute medications (received my certificate for Medication Certification), call emergency services if/when a client needed (such as elevated blood pressures, chest pains, seizures and other needs as medically necessary. Completed medications counts after my shift, informed the oncoming client assistant as to the status of each client. Initial when medications was distributed to a client, documented if client refused to take medication, one –on-one counseling as needed.

Helped the prepare meals and made sure all clients had their meal. Performed laundry duties, sweeping/mopping floors (janitorial duties). Walked the area to make sure all clients were in their rooms or outside in the common area. When visitors arrived, I would make sure they were to sign the visitor’s log and if the family would take the client off premises that was logged in also. The form the family and/or client had to complete stated when the person left, with whom the person left with and the time, and when the client returned he/she had to sign in as to what time they arrive back at the facility.

This was a part-time position and I worked 20 – 32 hours a week.

February 1998 - October 2001

North-Florida/South Georgia Health System

619 South Marion Street

Lake City, Florida 32025

I worked in the Business Office as an Agent Cashier. My duties were but not limited to, paying veteran’s travel pay, processing payment made to veterans account (payments received by mail or if the veteran presented himself or herself at the cashier’s window. I also issued monies to a representative from the Front Office for Employee recognition awards, answered phones, made calls to the Federal Reserve Bank in Atlanta, Georgia to verify deposits sent from the Cashiers’ office. I ran daily reports of payments that I posted to veterans accounts and also balance the monies paid (cash, check and money orders). This log and monies were counted and verified by the Lead Cashier. I was responsible for a total amount of $3000.00 which had to be accounted for each day. Later in April 2001, I became the Lead Cashier, at that time I became responsible for a total of $24,000. This included monies that were held by the Alternate cashiers, social work service, receipts, cash amount that was in the bank (the Agent Cashier’s office had an account at the local branch credit union) and also the actual cash that was held in the cashier’s safe that was located in the Cashier’s office.

Daily replenishment were processed by the cashier’s office. The cashiers’ office keeps logs of the receipts that are used daily for patient payments, for employee payments on employee accounts, the cashiers’ office also posted payments made by Insurance carrier’s for veterans who have insurance and have bills at the Veteran’s Hospital (reimbursable bills). As the cashier, I also had to make sure all alarms systems were armed when I would leave in the afternoons and that the safe was secured and locked before leaving. Also, when we had down time, I also posted payments for the Fee Basis office.

This was a full-time position and I worked 40 hours a week.

July 1989 - Feb 1998

North-Florida/South Georgia Health System

619 South Marion Street

Lake City, Florida 32025

During this time-frame, I worked as an outpatient clerk (full time) for MAS (Medical Administration Service). I worked the Admissions area checking in veterans for their appointments, loading information in the DHCP on new veterans as they came in the hospital seeking medical care. Made copies of DD-214 (discharge papers) for eligibility to verify the veteran’s eligibility. I also created new charts for new veterans and added paperwork to the charts of existing veterans who were being treated at the Lake City VA. I answered phones, made appointments, cancelled appointments, entered financial information (completed and updated means test information) for new and existing veterans and etc.

With new veterans to the Veterans Administration, I would entered their administrative and financial information (means test) into the system. The means test information determined whether or not the veteran would have to pay for his/her services. If the veteran did not have his/her DD214 or discharge papers, I would refer to the Eligibility clerk for verification of their military service. Also updated and completed means test and helped to verify eligibility of the veteran.

I worked in the ER (Expediter’s area). In this position, I checked patient out after they were seen by one of several doctors in this area. I order labs, x-rays and specialty exams per doctor’s orders. I also made appointments and cancelled them also, appointments were scheduled to the availability when, the veteran was able to return per doctors’ orders. At times due to the illness of the veteran’s labs/x-rays were ordered stat. At times providers from other services were paged to come to exam a patient that was located in the ER. Services paged to come to the ER were Psychiatry, Surgery, and Social Work Service. Laboratory, Radiology and etc. I also if a patient was admitted to the hospital, I had the responsibility to call the unit and inform them of their incoming admission to the floor. This included giving information such as name, social security, diagnosis, the provider for the patient and whether or not he/she was ambulatory/wheelchair or a stretcher patient. At times when a veterans was scheduled to return for a specialty exam, instructions were given by myself or my co-worker.

I was promoted to a Program Support Assistant in MAS in 1993. At that time I would float and work in each clinic as the need arose. The clinics include, The Blue Clinic, the Orange Clinic, Eye Clinic, and Scheduling, Details office, Expediter, Travel, Fee service and the Outpatient clinic. As a PSA, I covered in the Details office, explaining death benefits, helping the bereaved families with arrangements, typing death certificates, releasing bodies to funeral home representatives, when there was no family members, informed Purchasing to setup arrangements with one of the local funeral homes to provide proper burial for the veteran(s). Making sure the veterans’ family received his/her clothing and effects and if there was any monies, I explained how that money would be received and etc.

I also provided coverage in Travel, in this position; I would type the travel schedule for the Engineering drivers for the upcoming day, and so they would know what patients would need to go to other facilities such as Gainesville, Tampa or other facilities. I coordinated with ward administration where the veteran would be located and what time his appointment and what time the bus/van would be leaving.

I also processed travel vouchers for patients with or without appointments, typed travel tickets for the drivers. Also would check balances under the travel fund control points and would request additional funds if needed. Before a veteran can receive travel pay he/she must be eligible, which includes reviewing means test, pension levels, service connection percentages and etc.

I updated veteran’s administrative information from name/address to verifying military service dates. I update addresses and phone numbers, next-of-kin information and also insurance.

In the scheduling department I would cancel appointments for the veteran and also rescheduled in his primary clinics and also in specialty clinics. At times, I would call other facilities to verify upcoming appointments. I also would mail consults to Gainesville for specialty clinic appointment for the veteran, which included making copies of the consults from the provider from both inpatient and outpatient clinics. I also had to send a copy of the registration information and also verification of military status.

I was the Agent Orange/Persian Gulf clerk. In this capacity, I would schedule initial and follow-up appointments for veterans who volunteered for this program. This program keeps track of the number of veterans who were exposed to Agent Orange during Vietnam for Chemical exposure during Persian Gulf. The veteran would see our Environmental provider and give the provider information regarding the exposure and what area he/she served in. Once all testing is complete, there is an packet that I would complete and mailed in to Austin, Texas for review and also to have that veterans’ information place on a listing to receive information regarding any updates or any information regarding that chemical exposure. This information also can be used by the veterans to apply for service connected disabilities. Each month and quarter there is a report that I would have to prepare for the Front office as to how many veterans were seen, how many cancelled /no showed for their appointments and how many completed packets that was mailed in. Once the packets are mailed in to Austin and accepted, they would in turn mail microfilm showing the veterans information that has been place on file there.

I also was involved with Ionizing Radiation exposure veterans, which followed also the same process. I would also help the spouses of the returning veterans get in contact with social work service is he/she need further counseling by the Veterans Administration or an outside group.

This was a full-time position and I worked 40 hours per week.

June 1989 - July 1989

North-Florida/South Georgia Health System

619 South Marion Street

Lake City, Florida 32025

I worked as a ward clerk for Ward Administration (Tommy Benton, Supervisor). I started part-time as a float for Ward Administration. At that time my duties included, reviewing doctors’ orders and requesting labs, x-rays and specialty exams. When a patient was discharged, I processed his discharge paperwork which included discharge medications for the Nursing staff to explain to the veteran, make return appointments to the clinic and returned his/her veterans card. Also, there was an admission/discharge log that was updated daily along with a log with labs/x-rays that were ordered also. I also process new admissions as that came onto the unit. Each admission had a new chart that had to be organized for the provider and also for the nursing staff. As a ward clerk, I was the center of the unit for the provider, nursing staff, family/friends of the veteran, and also other services.

This was a part-time position and I worked 32 hours a week.

May 1986 - Dec. 1988

During this period I worked in Nursing Service, (Elizabeth Kelly, Chief of Nursing Service) as a Work-study student. My job there was to assist the Timekeeper with her duties and also provide coverage in the Nursing Office for the secretary and clerk-typist. My job duties were to post time on the time cards, type memorandums, make copies, answer the phones, deliver the mail for the other services in Nursing (Nursing Education and Surgery).

I also provided coverage for the full-time employees in administrative office and also the Nursing Timekeeper’s office when full-time staff was out. I worked part-time (20 hours a week) while going to college and full time( 40 hours per week) during the summer and Christmas vacations from college.

Additional Information

*2010 Stepping with Pride graduate

*Pride Alumni member

*Mock Survey member

*Soft Skills Facilitator (August 2010)

*Lake City Community College (1985 – 1989)

*CARES Facilitator

*Training for Negotiating Techniques

* Record Liaison (LKC-PM&RS)

*PIV Re-Setter

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