KENYATTA STEWART

**** ******** ***** #****, *******, Texas 77025

510-***-****

adx2b3@r.postjobfree.com

I have excellent leadership skills, customer service, office/clerical and administrative skills. Proficient in typing, ten-key, Outlook, Word, Excel, and Lotus Notes. I am a team player, people person, easy learner, self-initiator and adapt to any environment. I feel that I would be an asset to any company.

EMPLOYMENT HISTORY

JANUARY 2023 – March 2023

PROGRAM SUPPORT ASSISTANT – ENROLLMENT SPECIALIST (PSA) – GS 6

MICHEAL E DEBAKEY VETERANS MEDICAL CENTER - HOUSTON, TX

Interview applicants for VA healthcare and other benefits while providing exceptional customer service. Inform applicants of the eligibility requirements for healthcare and other benefits such as required income information applicable to the financial Means Test and Co-Pay Test, the requirement for insurance information and other necessary information. Ability to answer both general and specific questions about the applicant's eligibility for outpatient care, inpatient care, long term care, dental care, and other healthcare system programs and entitlements. Responsible for the timely determination and verification of eligibility for all applicants, which is processed through interactive access and input from various sources for making an eligibility determination including but not limited to reviews of military documents, a query through the hospital inquiry system (HINQ), Veteran information solutions (VIS), the patient data exchange system in VISTA, the VA Regional Office, the Health Eligibility Center (HEC), the Health Resource Center (HRC) and by any means to accomplish eligibility verification. Responsible for ensuring all eligible applicants are properly enrolled through the Health Eligibility Center and all registrations are complete with no missing data or inconsistencies. Perform other duties as assigned.

AUGUST 2020 - OCTOBER 2022

CLINICAL CALL CENTER SUPERVISOR - 40 HOURS - GS 8

MICHEAL E DEBAKEY VETERANS MEDICAL CENTER - HOUSTON, TX

Had full responsibility for supervising 2 lead AMSA's and 30 AMSA/MSA, and administrative patient support staff in the VISN CCC, which included, but not limited to: evaluating new products (CISCO phone system, TRM, knowledge management). Evaluated the work of subordinate staff, resolved complex or escalated problems to ensure patient services were met. Evaluated new equipment and systems to make recommendations for improved operations. Identified educational or trainings needs, made final decisions on hiring selections, evaluated the performance of staff and took disciplinary actions when necessary. Worked collaborate with the VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact methods to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Responsible for planning and directing the leads and AMS/MSAs activities. Extracted, analyzed, and audited data to provide reports to senior management in support of tracking measures. Used administrative judgement to escalate symptomatic concerns to clinician ns within the VISN CCC or directs the contact to the appropriate person in the CCC or department resolution. Used advanced knowledge of health care processes at it related to access of care to ensure Veteran appointment scheduling is efficient, operational, and prioritized to maintain Veteran flow and clinic readiness. Utilized various software, hardware system products and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Operated with in the various contacts to receive and respond to incoming/outgoing contacts using computerized interfaces and telecommunication hardware and software. Met the needs of customers by providing the customer with consistent information according to established policies and procedures while supporting the VA mission in a courteous manner.

JANUARY 2020 - AUGUST 2020

CALL CENTER LEAD ADVANCED MEDICAL SUPPORT ASSISTANT - 40 HOURS - GS7

LOMA LINDA VETERANS HOSPITAL - LOMA LINDA, CA

Lead a team of 24 MSA/AMSA and 6 operators. Responsible for the coordination of MSA daily assignments, workflow, proper staffing coverage, evaluated training records and determining training needs of MSAs. Monitored and maintained efficient workflow. Provided input on performance. Ensured accurate and timely scheduling of appointments and provided updates to policy changes and procedures. Oriented and provided on-the-job training to new and current employees, ensuring all training requirements were met. Duties also included scheduling/re-scheduling patient appointments and/or consults, entering no-shows, monitored appointment request from multiple electronic resources, faxing, updating demographics. Used advanced knowledge of health care process as it related to access of care to ensure Veteran appointment scheduling is efficient and prioritized to maintain Veteran flow and clinic readiness. Operated within the various contact methods to receive/respond to incoming/outgoing contacts using computerized interfaces and telecommunications hardware and software. Resolved Veteran complaints as appropriate. and other duties as assigned to ensure efficient and effective operations.

AUGUST 2018 – JANUARY 2020

ACTING ADMINISTRATOR OFFICER ON DUTY (AOD) - PART TIME - GS 7

SOUTHERN LOUISIANA HEALTH CARE SYSTEM - NEW ORLEANS, LA

Represented management in matters pertaining to health care of Veterans in the VA medical center. Maintain continuity of functions and provides full administrative support during other than normal tours of duty to clinical and administrative medical center staff. Prepares and maintains daily Gains and Losses report and other related statistical reports such as bed inventory and bed availability. Responsible for coordinating transportation to/from medical center to other facilities using an outside vendor. Maintain and investigate unusual incidents occurring during tour involving the welfare of patients and making sure the daily log is updated for upper management and directors. Work as a liaison between the house supervisor, nursing, and clerical staff.

JULY 2018 – JANUARY 2020

LEAD MEDICAL SUPPORT ASSISTANT (INPATIENT & ER) – 40 HOURS - GS 7

SOUTHERN LOUISIANA HEALTH CARE SYSTEM

Act as a contact person between the Clinical Nurse Managers, Health Administration, Medical Support Supervisor and VA staff. Keep supervisors advised regarding performance of MSAs. Responsible for coordination of administrative functions associated with the care and treatment of patients on the inpatient wards. Performs a range of duties that demonstrate leading a team of employees. Maintain current knowledge and answers questions of other employees on procedures and policies. Obtain needed information or decisions from supervisor on problems that arise. Resolves informal complaints of employees and refers others to supervisor. Reports to supervisor on performance, progress and training needs of employees and behavior problems. Provide information to supervisor as requested concerning employee performance and personnel needs. Inform employees of trainings, available services, and employee activities.

OCTOBER 2017 – JULY 2018

MSA (INPATIENT) – 40 HOURS - GS - 5

SOUTHERN LOUISIANA HEALTH CARE SYSTEM

Serves as the Inpatient Ward Clerk in the Emergency Department to electronically check in/outpatients and verify demographic information using CPRS and VISTA programs. Monitor and update the EDIS board. Provides a high degree of customer service in a caring, compassionate, and sensitive manner. Independently manage responsibilities with little supervision, sets priorities and deadlines while adjusting the flow to meet team and patient needs. Serves as the key contact for Veterans and beneficiaries seeking medical treatment, experiencing problems, and requesting information. Greets Veterans needing assistance and ascertaining the nature of their medical problems to determine if immediate medical evaluation and treatment is required. Performs administrative, customer service and other duties assigned for the proper and timely treatment of patients. Screens/receives phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established processes. Works independently making decisions based on guidelines, precedents, and regulations in which minimal supervision is required.

PERFORMANCEJANUARY 2016 – SEPTEMBER 2017

PATIENT SERVICES REPRESENTATIVE TEAM LEAD – 40 HOURS

TRIWEST HEALTHCARE ALLIANCE

Supervised Patient Service Representatives who utilized various software applications in use at TriWest. Understood procedures and processes of the VA Choice Program, key-entered data into the TriWest medical management system, received and prepared authorizations for appointing, entered referral requests into the system with appropriate coding and provider selection, answered inbound calls from Veterans and providers in a timely manner, consistently displayed professional and courteous service skills to internal and external customers. Responded to inquiries from Veterans and providers regarding specific aspects of the VA Choice program. Information and assistance included providing details about referrals, authorizations, location, and use of network providers for every patient encounter. Protected the privacy of health information of patients when using or disclosing Protected Health Information (PHI). Tracked, received, reviewed medical information for completeness in accordance with VA and TriWest requirements as well as input the medical records in the system. Documented every aspect of appointing, patient transfers, inquiries, or complaints thoroughly in the medical management system. Documented all communications involving Veteran and provider contacts and coordinated complete resolutions of service issues by interfacing with the TriWest Complaints & Grievance Specialist and other departments. Received and reviewed faxed documents to ensure appropriate entry into the system. Understood and utilized the grievance and appeals process available to dissatisfied beneficiaries and providers. Identified potential discrepancies in the system to assure quality program compliance. Consistently met department productivity and performed other duties as assigned.

MAY 2015 – OCTOBER 2015

MEDICAL STAFFING OFFICE SCHEDULER – 40 HOURS

CONTRA COSTA COUNTY (Allied Healthcare Temp)

Approved/denied time off request for family medicine physicians/nurses and notified them via Lotus notes. Updated and maintained off-site clinic calendars. Performed other related duties as assigned.

FEBRUARY 2015 – MAY 2015

UNIT ASSISTANT LABOR & DELIVERY) – 40 HOURS

ALTA BATES MEDICAL CENTER (Aerotek Temp)

Worked with several outside clinics and private doctors to schedule inductions and c-sections using EPIC/ADT system. Insured the patient’s prenatal records were complete and maintained in good order. Prepared prenatal records and scanned into patient’s record using EPIC. Performed clerical duties such as ordered materials, supplies for the unit, and arranged for special maintenance or repair of the unit’s equipment.

AUGUST 2013 – FEBRUARY 2015

UNIT ASSISTANT (PACU) – 40 HOURS

ALTA BATES MEDICAL CENTER (Aerotek Temp)

Assisted with electronic bed board management system, processed transfers and discharges using EPIC/ADT system in the electronic medical record. Coordinated bed status with admitting and updated unit white board/electronic whiteboard. Communicated and collaborated with other units/departments of stat orders. Welcomed newly admitted patients to the unit, greeted and assisted families, visitors, staff, and physicians. Answered and appropriately routed internal/external telephone calls from the nurses’ station. Followed up with patient, family and/or staff with updates. In conjunction with Patient Care Coordinators, organized transfers to/from other facilities including printing and faxing relevant sections of the patient chart. Arranged ambulance transportation for offsite tests and acute to acute transfers. Prepared discharge packets and other documents for patients to ensure the patient’s medical record was complete and maintained in good order. Prepared records for scanning after discharge and maintained a clean and orderly work area. Aided during emergency situations and acted as a resource for the unit.

DECEMBER 2008 – DECEMBER 2012

SUPPORT SERVICES REPRESENTATIVE/PAYROLL – 40 HOURS

KAISER PERMANATE MEDICAL CENTER

Interpreted coded timecard module and processed timecards for payment on a bi-weekly basis for 150+ nurses and address urgent payroll situations. Worked with and/or provided necessary information to payroll to insure employees are paid correctly. Handled multiple tasks with a high degree of accuracy. Dealt with internal/external customers on the phone and in person. Communicated effectively with all levels of management. Supported a multi-functional department and researched various questions or discrepancies by reviewing historical data.

AUGUST 2008 – DECEMBER 2008

ADMINISTRATIVE ASSISTANT/FRONT DESK CLERK – 40 HOURS

KAISER PERMANENTE MEDICAL CENTER (Staffing/Payroll)

Printed daily sick, OT, staffing, traveler, and no cancel reports from One Staff system and convert to excel spreadsheets for the morning manager meeting. Checked state RN/LVN board website for licenses expiring by the end of the current month. Set up interview for new employees to the department, conducted reference checks and processed files for new/transfer employees from HR. Picked up/distributed paychecks. Ordered supplies for the department, placed service request for the office equipment and IT/facilities maintenance. Ordered forms for the department. Referred walk-in employees to HR consultants. Maintained grievance and discrepancy logs. Updated employee information in One Staff system and distributed employee forms to the appropriate processor. Assisted manager and supervisor of the department with miscellaneous task, processes, distributed mail, and other duties as assigned.

EDUCATION

JUNE 1988

DIPLOMA - Albany High School - ALBANY, CA

REFERENCES

DENISE DAVIS (CLINICAL CALL CENTER NURSE MANAGER) 870-***-****

CAROLYN STUBBLEFIELD (ADPAC) 281-***-****

NY'NIKA GRAHAM (AMSA) 713-***-****

AARON HENDERSON (AOD) 504-***-****

QUEEN PIERCE (ER NURSE) 910-***-****

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