Victoria Reynolds
Summary
Performance-focused Advance Medical Support Assistant offering broad-based experience in medical administration and patient care management. Talented at building and cultivating professional relationships, coordinating appointments and performing wide range of treatment procedures. Well-defined communication, technical and analytical aptitudes.
Overview
11
11
years of professional experience
Work History
Advanced Medical Support Assistant
Veterans Affairs Medical Center
02.2018 - 05.2022
- Responsible for maintaining two Primary Care Provider's schedules.
- Provides direction to eight colleagues that work in a cooperative effort supporting direct patient care with Clinicians through PACT (Patient Aligned Care Team).
- Fashioned numerous SWP's (Standard Work Process) such as Virtual Video Care (VVC) scheduling, access board creation, how to run an encounter report, and how to verify orders.
- Determine nature and urgency of patient requests to refer patients to appropriate medical staff.
- Prepare daily reports for both providers and supervisors. Such reports include release and requests of medications in Vista and CPRS programs, documentation in patient's chart, verify orders, manage distribution of faxes and records, contact other facilities for records, maintain, scheduling of routine, discharge follow-up, medical clearance, access, consult and specialty appointments, manage the recall report and pending list
- Handles patient complaints within scope and directs issues through proper chain of command if unable to handle at current level.
Restorative Nursing Assistant
Veterans Affairs Medical Center
05.2017 - 02.2018
- Facilitated personal hygiene management, feeding and ambulation.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Transported patients between rooms and appointments or testing locations.
Specialty Call Center Clerk
Saint Vincent Medical Center
10.2016 - 05.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Promptly answered a multiple-line telephone system and processes complex medical service requests in a confidential manner with strict adherence to policies and procedures.
- Ascertained the reason for patient calls and scheduled special procedures accordingly.
Healthcare Technician
Veterans Affairs Medical Center
08.2011 - 10.2016
- Worked as part of team of physicians, nurses or other healthcare professionals to manage patient care by assisting with medical procedures or related duties.
- Interacted effectively with patients, families, staff and other hospital department staff to deliver high level of customer service and teamwork.
- Educated patients about procedures, answered questions and provided comforting words to control anxiety and enhance procedure results.
- Documented observations and baseline measurements in medical records.
Medical Support Assistant
Veterans Affairs Medical Center
01.2011 - 08.2011
- Performed necessary duties for the receipt, intake, and indexing of health and administrative information.
- Administered numerous requests for information such as status reports, suspense dates, etc. for matters requiring compliance and similar information.
- Collected and categorized all personnel workload and fiscal reports, as required by the program and as directed by supervisor.
- Determined eligibility of applicants for health care, including assignments into the appropriate enrollment priority group.
- Arranged in-depth trainings for MSAs to ensure staff are trained on all eligibility related information
- Precepted for newly hired Medical Support Assistants, provide coaching and feedback during orientation and serve as a point of contact after trained and established.
Education
No Degree - Human Resources Management
Air Force Training Command
Biloxi, MS10.2014
No Degree - Human Intelligence Collection Course
US Army Training Command
Fort Huachuca, AZ05.2008
High School Diploma -
Harbor Creek Senior High School
Harborcreek, PA06.2006
Skills
- Patient Appointment Management
- Reminder Calls
- Updating Medical Records
- Multi-Line Telephone System Operation
- Timely Processing
- Problem Anticipation and Resolution
- Record Retrieval
- Patient Relations
- Office Supplies and Inventory
- Insurance Company Procedures Understanding
- Administrative Duties
- Efficiency Improvement
Accomplishments
- Published in National VA Newsletter for outstanding customer care.
- 3 Customer Service Stars.
Trainings
- Emotional Intelligence, 4/22/20
- Managing Official Time in VA-TAS, 3/10/20
- Managing Multiple Priorities, Projects, and Deadlines, 2/21/20
- Dealing with Difficult People; 6/5/19
- Administrative Assistant Conference, 5/13/19
Timeline
Advanced Medical Support Assistant
Veterans Affairs Medical Center
02.2018 - 05.2022
Restorative Nursing Assistant
Veterans Affairs Medical Center
05.2017 - 02.2018
Specialty Call Center Clerk
Saint Vincent Medical Center
10.2016 - 05.2017
Healthcare Technician
Veterans Affairs Medical Center
08.2011 - 10.2016
Medical Support Assistant
Veterans Affairs Medical Center
01.2011 - 08.2011
No Degree - Human Resources Management
Air Force Training Command
No Degree - Human Intelligence Collection Course
US Army Training Command
High School Diploma -
Harbor Creek Senior High School
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