Data Entry Customer Service

Twanda Durr

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

Humble, TX. 77338

(T) 773-***-****

E-mail: ***********@*****.***

Objective: To work for an organization that will afford me the opportunity for growth, skills enhancement and security.

Employment:

VISN 12 Clinical Contact Center (CCC) Advanced Medical Support Assistant 03/28/2022- Present

Advanced Medical Support Assistant (AMSA) in a VISN Clinical Contact Center (Virtual position) as part of an interprofessional healthcare team. I provide support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver. Responsible for routing clinical questions to appropriate clinical staff. Plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. Provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. I collaborate to best coordinate the care needs of the Veteran. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the 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 to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Scheduling, canceling, re-scheduling patient appointments and/or consults. Monitoring appointment requests from multiple electronic sources. Gathering and obtaining medical information from patients. Processing medication refill requests. Reviewing electronic health record, obtaining medical records. Participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC. Monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients. Manages patient systems to verify and validate accuracy and resolve issues. Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Scored resume reviews and graded each resume base on the criteria on the scoring sheet.

Jesse Brown VAMC Advanced MSA 10/2016 – 03/25/2022

MSAs provide administrative support to our clinical colleagues in the care of our Nation's Veterans. worked in several specialty clinics throughout the VA hospital under the Ambulatory care section I’m currently working in the Primary Care P.A.C.T. clinic. As an Advanced Medical Support Assistant, I Performed diverse consult coordination functions including scheduling appointments, checking patients in and out and completing providers rtc’s & recall orders, closing out open encounters, benefiting 1200 + customers/month: acting as a liaison between patients and providers. Achieved full conformity to VHA national scheduling guidelines by elevating understanding of applicable norms. Communicated professionally and courteously with patients, family members, and staff in providing Veterans Centered customer service. Documented information accurately in the patient record and perform data entry using Vista and CPRS software as it directly impacts the quality of patient care while ensuring patient confidentiality. Obtained required demographic and financial information from patients as it directly impacts the financial strength of the organization. Achieved a 99% insurance captured buffer (ICB) by capturing and saving over 5,000 insurance information electronically to reduce buffer file errors and helping healthcare organization deployed on Vista save time and money. Assisted Lead MSA with training efforts of new MSA staff members; communicating factual and procedural information to them clearly, orally and in writing as needed. Advised on calls, documentation & reports ensuring proficiency & development on common task. Worked independently analyzing and ensuring daily issues/problems are resolved; developing & implementing appropriate procedures and decisions as needed in the clinics, while also managing priorities and coordinating/organizing work in order to complete duties accurately and in a timely manner. Maintained Clinical Documents per professional standards of HIPPA.

Hair Studio 334 Owner/Operator 02/2014 - Present

As an owner of a salon, duties included interacting with clients, hairstyling and performing other beauty procedures. Additionally, as the owner of the salon I provided aesthetic services such as waxing, makeup application and skincare. On the business side, as the salon owner, my responsibilities include accounting, staff management- including the hiring and management of a staff of stylists and other employees - marketing, and salon design. As the salon owner, I acquired office space, designed and decorated the salon, ordered supplies and advertised the salon's services. I also ensured that the business was clean and sanitary, and confirmed that all employees had up-to-date licenses and certifications. As the salon owner, I generally handled customer service responsibilities as well. If something goes wrong with a customer, as the owner, I was the final authority in the matter and responsible for making the customer happy. Performed duties as required.

Perfect Touch Hair Salon Owner/Operator 09/2005 - 02/2014

As an owner/operator, I was responsible for having two jobs--business owner and hair stylist. I tended to both the business and beauty aspects of the salon. Servicing clients, reviewing service standards, pricing products for retail sale, following up on and resolving customer complaints, generating new business, staffing, leading and directing salon workers and managing finances were a few of my many responsibilities. I was also responsible for maintaining supplies by checking stock; anticipating needs; placing orders; verifying receipt. I prepared hair for styling by analyzing the hair condition, shampooing and treating hair. Ensure to condition hair and scalp by applying treatments. I planned desired effect by studying facial features; examining potential styles; conferring with customer; making recommendations and producing the desired effect by arranging, shaping, curling, cutting, trimming, setting, bleaching, dyeing, and tinting hair. I maintained technical knowledge by attending educational workshops, created a growth-formulated Hair grease. reviewing publications. Performing duties as required.

Access Community Health Network Receptionist 04/2008 - 06/2012

Performed clerical functions as part of a care team providing Administration support to a group of clinicians and patients. Verified patient demographics and insurance coverage, along with scheduling appointments and medication renewals. Collected co-pays and/or outstanding balances daily. Performed collections, cash posting services, and excellent customer service using superb analytical skills, keen attention to detail, guidelines, and policies as a standard of performance. Greeted/registered and checked -in patients upon arrival for Clinical and behavioral health appointments in a courteous manner. Organize paperwork for patients by gathering the necessary documents needed for service and monitoring progress. Maintained confidential patient records and minimized errors in patient demographics and insurance information.

Chicago Family Health Center Patient Service Rep. 03/2006 - 12/2007

As a Patient Service Representative, I scheduled patient appointments and made reminder calls. I obtained patient address, contact details, insurance information and medical history. I greeted and directed patients to examination rooms after verifying patient’s insurance coverage and collected co-payments. Ensured to process credit card payments and balanced daily cash deposits. I maintained patient data up-to-date and verified patient information at every visit. I worked under the guidance of the Supervisor and follow departmental policies and procedures. I also escalated patient’s unusual behavior to Supervisor and informed patients about delays and waiting times as well as reviewed patient accounts, identify delinquent accounts and collected due amounts. Attended educational trainings for professional development. Ensured to respond to patient queries and concerns in a professional manner. I stayed updated with information regarding insurance programs and funding sources. Assisted patients in filling patient consent forms and payment contract forms. I also screened patients for financial assistance and assisted them in preparing required funding documentations.

Endocrinology & Diabetes Assoc. Front office med. Assist. 09/2002 - 07/2005

As a front office Medical Assistant, I welcomed patients and visitors by greeting patients and visitors, in person or on the telephone, answering or referring inquiries. I optimized patients' satisfaction, provider time, and treatment room utilization by scheduling appointments in person or by telephone. Kept patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays. Ensured to comfort patients by anticipating patients' anxieties; answering patients' questions; maintaining the reception area as well as ensuring availability of treatment information by filing and retrieving patient records. I also maintained patient accounts by obtaining, recording, and updating personal and financial information. I obtained revenue by recording and updating financial information; recording and collecting patient charges; controlling credit extended to patients; filing, collecting, and expediting third-party claims. Maintained business office inventory and equipment by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies; scheduling equipment service and repairs. Ensured to help patients in distress by responding to emergencies. I also was responsible for protecting patients' rights by maintaining confidentiality of personal and financial information. I maintained operation by following policies and procedures; reporting needed changes. Contributed to team effort by accomplishing related results as needed.

Education: High School graduate with diploma, Proficient with computers.

References: Upon Request

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