Gylanda Graham

*** **** **

Salisbury, NC *****

980-***-****

adtyla@r.postjobfree.com

PROFESSIONAL SUMMARY: As a professional, I serve as one of Veteran Affairs (VA) most mission-critical positions that are vital to the Veteran Health Administration’s ability to serve and care for our nation's Veterans. Given this important role, the VA has provided me with comprehensive training needed to be successful in the uniquely complex system of Patient Administration Services (PAS). EMPLOYMENT HISTORY:

Lead Medical Support Assistant Mar 2022-Present

Kernersville VA Medical Clinic, Full Time, 40 hrs. Weekly, $22.15 per hr. 1695 Kernersville Medical Parkway, Kernersville, NC 27284 Lead Medical Support Assistant work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using Lead Clinic access principles, collecting/updating demographic and insurance information, managing the workload, patient processing and customer service. The Lead MSA monitors and distributes assignments for lower graded positions, may provide input on performance, resolve daily workplace issues and maintains efficient workflow. Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, ensuring accurate and timely scheduling of new patient appointments, providing guidance to lower graded staff to include changes in policy and procedures, creating and maintaining employee work schedules; distributing and balancing workload, orienting and providing on the job training for new and current employees, ensuring training requirements are met, organizing the work structure of his or her area, and act as a liaison between staff and Supervisory MSA in order to resolve any day to da conflicts.. Lead MSA will manage Clinic Cancellations in accordance with established directives and guidance.

Lead MSA serves as a subject matter expert and supports the management information components of all health eligibility related programs. Lead MSA is assigned to work and/or receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of a Lead MSA. Will acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations and VA acronyms and their meaning.

Coordinates with the patient care team to review clinic utilization by using various reports and communication methods to effectively support the need. Demonstrates the technical expertise and understanding to collect, scan, and update health insurance information via the insurance Capture Buffer (ICB) software program. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Must screen/receive phone calls in a courteous and timely manner, determining the nature of requests and provide the information desired using privacy rules and established clinic processes.

Must assist and train new staff in orientation activities through shared knowledge and specific outpatient or mental health clinic expertise. Will act on all scheduling orders/consults that pertain to their clinics and will verify that the order was completed. The Lead MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Must have knowledge of eligibility for VA Health Eligibility priorities for care, release of information, Health Information Portability and Accountability Act (HIPM) laws and Non-VA Care programs, to include MISSION ACT.

The Lead MSA serves as Primary Timekeeper and other duties. Advanced Medical Support Assistant: Mar 2019- Mar 2022 Kernersville Medical VA Medical Clinic, Full-time, 40hrs. Weekly, $19.46 per hr. 1695 Kernersville Medical Parkway

Kernersville, NC 27284

PATIENT SCHEDULING: Successfully apply general rules and policies of clinical functions utilizing patient data systems in scheduling, rescheduling, and canceling appointments as needed. Efficiently and pleasantly interacts with both internal and external patients by thoroughly reviewing, verifying health records, insurance and demographic information while complying with HIPPA regulations. Monitors appointment requests. Assists in Bene Travel for veterans scheduled appointments. Successfully receives and processes patient checking and verifying demographics by using the Vet Link System.

PATIENT CARE: Delivered exceptional charting and record keeping in accordance with agency requirements including proper documentation of patient’s request for further medical needs. Demonstrated excellent written, verbal, telephone, and interpersonal communication skills and utilized these skills to determine how to best assist and educate patients in the clinic and on the phone. Observed patients’ behavior patterns and notified the proper medical staff in a timely manner for proper/urgent care. Completed necessary requisition forms, data entry, and courier pick up of all patient data. Verified all patient demographic and insurance information. COMMUNICATION: Collaborated with clinical and support staff in person, and on the telephone, and through TEAMS communication to provide the best support to patients and their family members, and caretakers. Assembled and managed monthly patient scheduling scrubs to bring awareness of any appointment concerns. STAFF ASSISTANCE: Received verbal and written instructions from the medical and support staff and executed those instructions in a timely manner with a collaborative approach resulting in a dependable working relationship. Implemented training with nurses and providers in Ocracoke Primary Clinic regarding scheduling in Vista Gui along with blocking schedules for telephone and video appointments during COVID19 pandemic.

Patient Account Specialist-Front Desk Mar 2001-Nov 2009 Charlotte Eye Ear Nose & Throat Associates-Full time, 40hrs. Weekly, $18.09 per hr. 645 Amalia Dr. Concord, NC 28025

PATIENT CARE: Operated an outstanding multi-line telephone system collecting, entering, and verifying patient demographic, insurance information, scheduling, rescheduling, and canceling patient appointments in the electronic health records

(EHR) and VIS system. Respectfully and pleasantly greeted patients upon arrival to the clinic, complete check-in, and check-out processes. Collected patient balances, copays, and coinsurances while maintaining a high level of customer satisfaction. COMMUNICATION: Answered patients' calls, communicated with caregivers and/or family members. Communicated with supervisors, peers, and subordinates while establishing and maintaining good interpersonal relationships. Made decisions, solved problems independently when deemed appropriate. Collaborated with credit agencies and attorneys to support claims and payment status. STAFF ASSISTANCE: Maintained proper appearance of the lobby and patient common areas. Worked as part of a healthcare team evaluating patient needs and communicating any concerns to the medical staff in a timely manner. MAINTAIN MEDICAL RECORDS: Applied relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions in accordance with HIPAA regulations.

SURGERY SCHEDULER: Mar 2001 – Nov 2019

Charlotte Eye Ear Nose & Throat Associates, Full-time, 40 hrs. weekly, $17.75 per hr. 645 Amalia Drive, Concord, NC 28025

PATIENT CARE: Offered surgical scheduling for procedures. Properly annotated and communicated patient concerns prior to and post-surgery to proper medical staff. Answered calls and determined how to best assist and educate patients and their families for pre- and postsurgical management in accordance with my secretarial duties. STAFF SUPPORT: Medical records. Worked as part of a healthcare team of seven to assess patient needs, planned and modified care, and implemented interventions. BILLING: Searched financial statement for any payment inconsistencies or errors. Collaborated with third-party institutions, patients, and other team members to resolve any billing discrepancies or inaccuracies. Created invoices and billing materials to be sent directly to a customer or patient. Entered payment history, notified patients of upcoming payments, or missed payments. Found financial solutions for patients in need of payment assistance.

COMMUNICATION: Arrangements and scheduling of appointments, record keeping, inventory, requisition supplies, ordering of supplies, and the performance of other clerical duties in clinics. Communicated with supervisors, peers, and subordinates whilst establishing and maintaining good interpersonal relationships, and making decisions and solving problems independently when it was deemed appropriate. MEDICAL SECRETARY: Jan 2001 – Mar 2011

Carolina Neurosurgery & Spine Associates, Full-time, 40 hrs. weekly, $15.50 per hr. 110 Lake Concord Rd. NE, Concord, NC 28025

PATIENT CARE: Provided patient care by screening incoming telephone calls, recording, and transmitting messages to the healthcare staff; scheduled, received, and announced scheduled patients and visitors, arranged referrals to other health care providers. Obtained information from patients required to check-in. Ensured physician productivity by maintaining calendars; scheduling patient appointments; and compiling medical charts, reports, and consultations.

BILLING: Assisted in generating revenues by completing direct patient and third-party billing; monitoring accounts receivables; initiating collection calls and reminders. Maintained and monitored account balances to identify outstanding inconsistencies in financial documents. Verified accuracy for final bill preparation, received and processed cash/credit card payment for goods and services, as well as prepare and issue periodic account statements to customers. Translated medical billing codes. CONFIDENTIALITY: Maintained and protected the health operations by keeping patient information confidential. Adhered to professional standards, hospital policies and procedures, federal, state, and local requirements. Adhered to the physical, administrative, and technical safeguards outlined in HIPAA to protect the integrity of PHI.

COMPUTER SOFTWARE: NextGen, EPIC, Medical Manager, and CPRS Electronic Medical Records (EMR). Advanced proficient skills in Microsoft Word, Excel, PowerPoint, and Outlook; Microsoft Office Suite Analytical Skills Database Management, Project Management Software Data Analysis. PC, IBM, and Mac literate. TEAMS. Civil service tracking through VATAS. Training through TMS. Federal appointment tracking systems through Vista Scheduling Gui, VistaR3, ICB SBY, Beneficiary Travel

EDUCATION: + Business Administration (May 1987) Winston Salem State University; GPA of 3.5 with 30 credit hours

PROFESSIONAL DEVELOPMENT: Talented Management System (TMS) VOLUNTEER WORK AND COMMUNITY INVOLVEMENT: Sills Creek AME Zion Church.

AWARDS: Awarded the Customer Service ‘Mr. Pickle’ Award 6 consecutive times. Awarded On the Spot Reward Nominated for Employee of the Month PROFESSIONAL REFERENCES:

Tameka Tucker- Chief PAS -Kernersville 704-***-****, may contact. Nicole Walker- Chief HAS Salisbury- 704-***-****

Brandon Marshall, RN-336-***-****, may contact.

Dr. Sheila Tapp, Provider PACT, may contact

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