Ginger Caba
Stony Point
Summary
A team player with a positive attitude. Experienced Medical Office Assistant with extensive knowledge of medical regulations. Offers strong dedication to administrative excellence and confidentiality.
Overview
11
11
years of professional experience
Work History
Contact Center Representative
Department of VA- Veteran's Experience Office
Washington
11.2024 - Current
- Assisted Veterans and Veterans Families with inquiries regarding benefits and services.
- Managed high-volume calls, ensuring timely and accurate responses.
- Collaborated with team members to resolve complex Veteran issues.
- Educated veterans about available resources and support services.
- Provided technical support to customers on products or services offered by the company.
Advanced Medical Support Assistant-Community Care
San Francisco VA Medical Center
03.2023 - 11.2024
- Mailed patient appointment letters.
- Maintained and obtained medical records.
- Scheduled appointments for patients with varies community providers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Advanced Medical Support Assistant
Charles George VA Medical Center
05.2019 - 03.2023
- Interact with Veterans asking questions to gather personal information to determine needs and educate on benefits while understanding laws, regulations and policies to help educate veterans
- Schedule Veterans in appropriate clinics such as Primary Care, Audiology, Mental Health, Nutrition, Pharmacology, Physical Therapy, Labs, Optometry
- Provide guidance and assistance to new employees
- Serve as an advisor for training needs of new AMSA employees
- Analyze problems to identify significant factors, gather data, and recognize solutions, process medication renewals and refills, review electronic health records, obtain medical records, recognize workflow priorities and adjust to meet team and patient needs, follow up on pending issues
- Interpret and verify provider orders in accordance with VHA national scheduling guidelines, scheduling appointments and consults, canceling and rescheduling patient's appointments and consults, entering no-show information, verify and update demographics and insurance information and scheduling and canceling video VVC appointments, using CPRS, GUI, VISTA, ICB, VETLINK, as well as verifying Community Care Consults
- Develop and maintain effective and efficient communication with patient, interdisciplinary team, VA medical centers, and other agencies
- Protect printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other federal laws, regulations, VA statutes and policy
Income Maintenance Caseworker III
Iredell County Department Of Social Services
11.2018 - 04.2019
- Made referrals to appropriate services
- Interviewed applicants via phone/in person and explained scope of different available benefits
- Used NC Fast and Electronic Data Manager to maintain over 500 candidate files and file notes
Income Maintenance Caseworker II
Alexander County Social Services
11.2014 - 11.2018
- Followed all policies, regulations, dress codes and schedules
- Increased customer satisfaction by resolving Medicaid Eligibility issues
- Contributed to team results in fast-paced case management environments
- Update and maintain case load for Family & Children's Medicaid programs
- Consistently meet strict daily,weekly, monthly deadlines
Education
High School Diploma -
Bunker Hill High School
Claremont, NCSkills
- HIPAA knowledge
- Excellent customer service
- Proficiency in EPSI, Right Fax, CTM, One Note, Sticky Notes, Snip& Sketch, Teams, Outlook, Sharepoint, Calabrio, Salesforce, Cisco Jabber, Cisco Finesse, PPMS, HSRM, RefDoc, NC Fast, NC Tracks, Epic, CPRS, Vet Link, TRM Plus, Vista, Teams
- MS Office Suite
- Understanding of medical terminology
- Verbal and written communication
- Caseload management
- Personal Integrity
- Patient Data Management Systems
- Appointment Management for multiple providers
- Warm hand-off transfers
- Reviewing Medical Histories
- HIPAA Compliance
- Referral Verification
- Mental Health Support
- Unusual Behavior Reporting
- Crisis Resolution
- Medication Side Effect Knowledge
- Community Mental Health Programs
- Behavioral Health Electronic Health Records
- Mental Health Disorders Knowledge
- Crisis Evaluation and Intervention
Timeline
Contact Center Representative
Department of VA- Veteran's Experience Office
11.2024 - Current
Advanced Medical Support Assistant-Community Care
San Francisco VA Medical Center
03.2023 - 11.2024
Advanced Medical Support Assistant
Charles George VA Medical Center
05.2019 - 03.2023
Income Maintenance Caseworker III
Iredell County Department Of Social Services
11.2018 - 04.2019
Income Maintenance Caseworker II
Alexander County Social Services
11.2014 - 11.2018
High School Diploma -
Bunker Hill High School