Demonstrated experience and proven competence performing administrative support and office tasks. Demonstrated willingness to provide support in a busy, dynamic office environment and to assist with special projects wherever needed. Demonstrated ability to work effectively and calmly under pressure of multiple deadlines, interruptions and changing priorities while maintaining a high level of accuracy and attention to detail. Proven experience organizing, prioritizing, and following through to completion on multiple tasks, under strict deadlines and changing priorities. Demonstrated experience managing electronic calendars and coordinating meetings. Excellent oral and written skills, including proofreading, grammar, spelling, punctuation, accuracy, and attention to detail. Excellent customer service skills.

• Act as the primary liaison between the management office and administrative offices outside the organization.• Responds to general inquiries not requiring technical knowledge.• Responsible for ensuring required reports are submitted according to schedule.• Receives, reviews, logs and routes incoming correspondence, screening for items which can be handled personally, referring others to staff for appropriate action and/or disposition.• Establishes control records and suspense files on certain items and follows-up to ensure compliance with suspense dates.• Performs specialized work involving the collection, compilation and/or tracking of data and statistical information in support of the organization's programs.• Serves as the office Time and Attendance representative. Maintains/posts time-card entries, ensures accurate and proper tour posting, verifies leave usage, transmits T&A documents, and maintains T&A records and files.• Arranges conferences and meetings to be conducted by supervisor or other staff members and arranges related materials.• Coordinates staff trip itineraries, secures travel orders, provides staff member's notifications, and prepares post-travel documents.• The incumbent is the fund control point clerk, orders supplies and equipment through the appropriate source and will track purchases.• Researching and comparing suppliers, goods, and services, selecting the most suitable suppliers in terms of reliability, product quality, and cost-efficiency, monitoring inventory levels and determining purchase needs, requesting cost proposals and negotiating contracts and prices, preparing and processing purchase orders, maintaining records of all transactions, purchase orders, receipts, and payments, scheduling and verifying purchase deliveries, building and maintaining positive, long-term supplier relations.• Knowledge of automated data processing systems, procedures, and processing methods sufficient to create, enter, store, maintain.

Advanced Medical Support Assistants (MSA) are responsible for providing assistance to Veterans, creating a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. PACT), ensuring that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, working in collaboration with the appropriate clinic, developing and maintaining effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. • The incumbent will work with the supervisor in setting priorities and deadlines, providing input in problem solving on operational issues or procedures. The incumbent will support clinic operations including patient reception, scheduling, and utilizing advanced clinic access principles to ensure responsiveness to Veterans questions and concerns and reducing the overall cost of care by controlling the use of resources and ensuring that referrals are made promptly and timely to improve clinic access. • The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. The incumbent must be able to 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.

Supported three teams comprised of 11 physicians and corresponding residents, RNs / case managers, and social workers. Communicate effectively with patients, co-workers, and public, providing information per department guidelines. Schedule and modify appointments. Enter, update, and retrieve sensitive information and data into / from electronic medical records (EMRs), scheduling systems, and reporting formats, maintaining confidentiality and HIPAA requirements.• Handled call from upset patient frequently calling to discuss pain management concerns. Listened to patient describe his situation, validated his issues, and provided support, resulting in positive outcome and calmer patient. Completed incident reports if needed.

Scheduled surgery, preoperative, and post-operative appointments / tests / clearances at office and hospital locations for surgical patients. Compiled patient surgery charts, completing preliminary paperwork, for physician review. Contacted insurance carriers to obtain pre-authorizations. Sent each patient’s surgical paperwork (labs, H&P, and forms) to appropriate hospital after pre-operative exams. Coordinated delivery of special equipment with instrumentation companies. Prepared and distributed weekly surgical posting sheet to billing team.• Used medical record, scheduling, and hospital record systems simultaneously prior to transitioning to single Epic system with links to other health systems. • Explained potential benefits of surgery to frightened patient, listening, and expressing empathy. Received appreciation from patient for revitalized outlook and improved quality of life during follow-up visit. • Participated on two process improvement teams:− Assisted in writing new, comprehensive surgical packet by defining packet requirements and providing answers to patient FAQs.− Improved surgical posting sheet using subject matter expertise to provide information needed for effective communication between OR nurses and surgical schedulers.

• Oversaw team during supervisor's absences, such as handling escalated calls/issues, preparing reports, and monitoring workflow.• Trained 20 staff on improvement plans by observing and providing feedback on authorization handling to improve accuracy and timeliness. Reviewed policy and procedures and accessibility for future authorizations. Demonstrated system sign-on and navigation to agents and answered questions.• Participated in establishing and reviewing departmental goals and implementation of related procedures and performance standards. Drafted monthly goals and monitored progress by running reports; reviewed reports to identify trends in error rate. • Provided input to supervisor regarding employee performance evaluation, training, and motivation.• Suggested procedural and policy changes based on workload. Wrote step-by-step instructions for completing authorizations that required additional services and trained agents. • Reduced backlog and resolved ongoing issues by processing straightforward authorizations, clearing 100-200 per night. • Promoted teamwork within and across units and recognized professional and personal achievements. Encouraged team to identify easier ways to complete authorizations and submit for review; recognized idea contributors when communicating recommended procedures to team. • Collaborated with team members to achieve outstanding quality and meet goals based on authorization type. • Researched veterans' eligibility for Department of Veterans Affairs Healthcare. Verified eligibility for Veterans Choice program and determined if 40-mile vet or waitlist vet. • Supported special Veterans Service Center programs through clerical and administrative assignments.• Perform a variety of administrative functions necessary to the smooth management of the office.• Receive and screen office visitors and telephone calls and refer to the appropriate office personnel.• Maintain and coordinate calendars of appointments, conferences

Responded to customer inquiries regarding Health Benefit Exchange benefits and services, including available plan options, eligibility criteria, and enrollment process. Assessed customer needs and determined appropriate courses of action by completing, initiating, or escalating transactions as appropriate. Maintained high-quality customer service. Documented and verified transactional details.• Contributed to positive image of state's Health Benefit Exchange, reaching fourth place of 120 representatives for four consecutive weeks. Completed 50%+ of calls within five minutes, two minutes shorter than goal. Handled escalated supervisor calls and resolved customer problems. • Identified and reported problems such as system, traffic back-up, or telephone access failures, ensuring resolution of issues without interrupting customer service delivery.