Telephone Operator Lead
Resume:
DONTILL M. JOHNSON
**************@*****.***
OBJECTIVE
Obtain a position within your establishment as an Administrative Specialist with knowledge and skills within the Medical Field.
SKILLS
Creative skillset with positive and influential knowledge in clerical and administrative backgrounds.
Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
Ability to provide staff development and training
Well versed in numerous software applications such as VSE, VISTA, CPRS, VETLINK, ICB, Cisco phone
50 - 60 WPM Typing. Multi Tasked.
REFERENCES
Eligio Leon, Merced CBOC
Program Technician.
Rochelle Brandon, Administrator
VA Hospital San Francisco, CA 510-***-****
EXPERIENCE
San Francisco VA Medical Center
4150 Clement Street
San Francisco, Ca
August 2021-Present
Advanced Medical Support Assistant
Scheduling, canceling, re-scheduling patient appointments through RTC order or consult referral request.
Accurately entering in no-show and appointment cancellation information
Dissemination of appointment notifications, instructions and reminder/cancellation letters to patients as needed
Responsible for verifying and updating demographic information
Performing basic eligibility and preauthorization requirements for specific coverage and insurance capture
Logging into computer-based phone systems to answer and direct multi-line phone system in a courtesy manner.
Completing accurate telephone messages and/or documentation of contact in CPRS
Responsible for incoming and outgoing faxing and distribution
Monitoring and managing multiple lists and reports
Responding to incoming communication in a timely and courtesy manner
Collaborating effectively with the other staff to ensure seamless care
Responsible for responding to and completing routed view alerts within 48 business hours
Efficiently communicates correspondence, progress reports memorandums and statistical reports using VISTA, MS Word, and Excel
Understanding of Beneficiary enrollment and Means Testing
Preparing for clinical visits including but not limited to PACT team scrubbing and discharge coordination
Reconciling end-of-shift/end-of-day processing and reports
Electronically filing results of treatment in medical records as requested per medical staff
Knowledge of TRICARE and ChampVA eligibility, release of information process Vetlink, Kiosk, My Health eVet, and HIMS
Deliotte/ Kaiser Permanente
Fremont, San Leandro, Hayward Ca
Feb 2019- May 2019
Credential Coordinator
Worked with high degree of confidential information and used good judgment in decision making
Supported Kaiser Permanente in the implementation of a new mobile application that ensures the security of a physicians’ access to their Electronic Pharmacy Scripting System (EPCS).
Supported as “Enrollment Supervisors” to assist physicians with the ID proofing and user enrollment processes related to this mobile application. Conducted throughout various Kaiser Permanente facilities across Northern California.
Communicated with physicians and IT department in order to orchestrate facility meetings to register as many physicians as possible.
Prepared agenda, correspondences for leadership meetings and other activities
Organized work, set priorities, and delegated tasks/responsibilities in order to meet deadlines.
Stanford Hospital/ Power Personnel
San Jose, CA
Jan 2014 – Dec 2018
Surgical Materials
Communicate, maintain and develop positive business relationships with a customer's key personnel involved in, or directly relevant to, a logistics activity in a medical environment.
Develop an understanding of customers' needs and take actions to ensure that such needs are met and orders are filled. Review logistics performance with customers against targets, benchmarks, and service agreements.
Maintain a proper sterile field during surgical procedures. Count sponges, needles, and instruments before.
Scrub arms and hands and assist the surgical team.
Provide technical assistance to surgeons, surgical nurses, or anesthesiologists.
Wash and sterilize equipment, using germicides and sterilizers.
Monitor and continually assess operating room conditions, including patient and surgical team needs.
Prepare dressings or bandages and apply or assist with their application following surgery.
Clean and restock operating room, gathering and placing equipment and supplies and arranging instruments according to instructions, such as a preference card. Order surgical supplies
Veterans Hospital
3801 Miranda Avenue, Palo Alto, CA 94304
Telephone Operator/Back-up Lead Operator/Patient Scheduling Assistant
Jan 2005 - 2006
Telephone Operator
Answered, routed, and connected all incoming calls in a timely manner
Corresponded with VA staff to maintain up-to-date office materials
Assessed and dispatched all internal hospital emergency calls
Performed administrative duties as directed by supervisor, including facilitating meetings, and acting as a liaison between VA staff and supervisor
Compiled emergency data
Back-up Lead Operator
Lead all administrative and organizational functions in the absence of the supervisor
Maintained an efficient schedule for 20+ employees
Trained new operators as well as familiarized new employees with the company’s policies and procedures
Monitored and documented attendance, maintained staff files, personnel records, and payroll data
Patient Scheduling Assistant
Registered new patients and documented patients’ medical symptoms using CPRS (VA’s demographic system)
Conducted pre-Advice Nurse triage; assessed caller’s needs and determined the urgency of the call and directed call appropriately
Collected patients’ demographics and insurance information, and entered into the VA’s database (DCHP)
Corresponded via email with nurses and physicians to ensure patients’ needs were met in a timely manner
Addressed patients’ questions and complaints per hospital policies and procedures in compliance with providing quality patient care
Entered relevant information to TRM (VA software) allowing the Advice Nurse to retrieve vital health information related to patients’ medical conditions
Ensured smooth operation of all aspects related to the clinical administrative operations of the service area.
Ensured accurate and timely scheduling of appointments
Provided on-the-job training for new and current scheduling staff
Managed staffing requirements, workflow priorities, and the flow of work to meet team and patient needs.
Utilized numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
EDUCATION
Newark Memorial HS, 3.0 GPA, HS Diploma
Chabot College, Hayward, CA (Nursing)
Merced Community College, Merced, CA (Cont Nursing courses)
VOLUNTEER EXPERIENCE OR LEADERSHIP
Teacher’s Aid, CA School for Deaf & Blind (Volunteer) 2007 – 2008 :
Assisted Teachers in creating class curriculum,
escorted students to their assigned activities, school driver for
events requiring transportation for students.
Lead Operator, VHA Palo Alto, CA (Leadership Role) 2005– 2007:
Service as alternate lead representative in
assisting patients with scheduling needs and telephone care
Services. Successfully worked alongside 20+ staff members
As team representative.
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