Administrative Service Contact Representative

Charmaine Monica Aguilar

P.O. Box **

Santo Domingo Pueblo, New Mexico 87052 United States

Mobile: 505-***-****

Email: ************@*****.***

Work Experience:

December 2019 – October 2022 Supervisory Medical Support Assistant, Department of Veteran Affairs. 1501 San Pedro Drive SE, Albuquerque, NM 87108

Duties: Supervising 20 Medical support assistants within the CBOC locations in the state. Assigned and evaluated the work of the MSA staff; resolved concerns of any nature to ensure patient services are met; Conducted educational or training needs for the MSA team, evaluated performance and/or conduct problem concerns, took disciplinary actions when necessary - from verbal counseling, written counseling to other actions for suspension and removal. Approved time and attendance and addressed other leave concerns. Covered for other health administrative service supervisors that may be on leave. Addressed patient complaints by investigating the actions of those involved and ways of improvement for patient services, and then called the patient/veteran regarding their complaint. Generated reports for each CBOC and per each medical support assistant performance measures by using VSSC (VHA Support Services Center) and the SAT/BISL (Supervisory appointment tools) programs. Also generated reports thru VSSC for the back log of return to clinic orders as they are on a time limit to get patients scheduled and utilized VSSC for other reports. Ensured all clinic profile grids are correct and covered by those that have fee base providers. Scheduled and called the patients regarding appointments when needed for assistance. Educated the CBOC MSA team for any updates pertaining the Scheduling Directive 1230 or any changes within HAS. Communicated with other allied health professionals and departments depending on what the inquiry is. Worked with enrollment/eligibility for veterans seeking care within a CBOC. Taking disciplinary actions with employees when needed Microsoft office applications for various uses. In addition to other duties as assigned.

Supervisor: Sharon Chang 505-***-****)

May 2019 – December 2019 Medical Support Assistant, Indian Health Services - Santa Fe Service Unit, 1700 Cerrillos Road, Santa Fe, NM 87505

Duties: Determined patient eligibility for the purchased referred care program, entered notifications into our resource patient management system for emergency room visits to a non-Indian health facility and ambulance transfers for patients, issuing patient out of facility referrals once approved, discussed with our patients about medical bills, work with case managers to ensure proper facilities and needs of our patient reviewing and screening all incoming medical bills from vendors to determine if authorizations have been issued, information for proper payment to the non-Indian health facility, issued purchase orders, recorded obligations in the appropriate common accounting numbers, object class code and sub activity codes per the area financial management practices, reconciled weekly expenditures, reviewing completed purchase orders to determine accuracy and completeness prior to issuing. Identified and made corrections or corrective action pertaining to the fiscal management of the program funds. Prepared reports for open purchase orders over ninety days, Fiscal Intermediary pending claims and back logged claims. Followed up on purchase orders to cancel, de-obligate, manually post payments after audits and/or reviews, called outside facilities for patient referrals, customer servicing in person or by telephone and other duties that arise on a daily basis.

Supervisor: Helena Burbank 505-***-****)

June 2014 – May 2019 Contact Representative, Indian Health Services - Yakama Health Center, 401 Buster Road, Toppenish, WA 98948

Duties: Served as a benefits coordinator – Assisted patients locating alternate resources by working with State of Washington Department of Social and Health Services (DSHS) – Washington Medicaid and Washington Health Department for Breast and Cervical Health Program, and other programs within the State, Social Security Administration, Medicare, Department of Veterans Affairs, Veterans Benefit Administration, State of Washington Department of Veteran’s Affair, Yakima County Veteran Program, as well as working with the Yakama Nation Tribal Insurance programs or other programs for possible assistance to tribal members. Supported patient registration for patients that need medical coverage, visited head start programs for registration to make sure the children have medical and dental coverage and promoting Apple Health for kids, assisted patients that have ESRD (End State Renal Disease) and other disabilities listed on the allowance category list with Social Security and pharmacy coverage, filed claims for Veterans for upgrades, change in discharge status, dependent or spousal benefits, and other claims needed per Veteran, networked with Seattle Regional VA to get information on specific claims, also assisted Veterans that do not have current medical coverage from the VA as well as promoting Veteran Benefits, interviewed patients before submitting applications and/or advocated for them during an outside interview (i.e. Social Security Administration, VA, Medicare, State of WA DSHS), I also attended health fairs, provided customer service on various needs, assisted physicians for their patients that are in need of referrals or other medical consultations needed outside our clinic, obtained pre-authorizations for those patients that have third party insurance for outside medical services, checked in patients with patient registration for their appointments, updated information in RPMS to ensure accurate information, made new patient charts, called insurance companies for pre-authorizations if needed, assisted medical providers to place patients in nursing homes if needed, I deal with new tasks on a daily/weekly basis as per patient needs and work with accounts receivable, billing technicians as needed per patient insurances, call insurance companies for updates. I have trained new employees with patient registration. I have been certified as a Tribal Assister through the Washington Healthcare Authority for signing up patients for apple health or those that are eligible for qualified health plans.

Supervisor: Evelyn James 509-***-****)

February 2013 – June 2014 Medical Support Assistant, Indian Health Service - Yakama Health Center, 401 Buster Road, Toppenish, WA 98948

Duties:

Interviewed patients as far as updating patient demographics in RPMS, composed new patient charts, collected insurances (Private, Medicare, Medicaid), verified insurance coverage, entered insurance information accurately for billing purposes, checked in patients for appointments, updated the new patient register, ran monthly patient registration reports, assigned cases to the benefits coordinators for the patients with no alternate resources, did point of sale billing for new entries, filed newly collected AOB/ROI's, customer serviced to patients on a daily basis and daily patient flow varies. I became a certified Tribal assister for Washington Medicaid as of May 08, 2014.

Education:

Franklin College Albuquerque, NM United States

Technical or occupational certificate 6 / 1995

GPA: 3.8 of a maximum 4.0

Minor: Medical Assisting

Bernalillo High School Bernalillo, NM United States

High school diploma or equivalent 6 / 1991

GPA: 2.8 of a maximum 4.0

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