Rolanda Roberts
Asheville
Summary
I am a top performing administrative professional with more than 8 years of experience in a healthcare setting. Current skills include interpersonal communication, decision making, and self-management. Excels in a fast-paced work environment while maintaining excellent organization. My professional experience coupled with my passion for achieving work-related goals will prove constructive in a role that assesses training needs for new and existing employees.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
9
9
years of professional experience
Work History
Medical Support Assistant
Department of Veterans Affairs
Asheville, NC, USA
10.2022 - Current
- Responsible for answering telephones, secure messages, and chat messages from veterans and their families while always maintaining excellent customer service.
- Uses interpersonal communication skills and knowledge of the organization to effectively answer patient questions by providing resolutions within the scope of the position, working with the clinical team as needed.
- Uses administrative judgement to communicate effectively to challenging patients and their families, resolving complaints in an appropriate manner.
- Schedules and edits patient appointments by interoperating and verifying provider orders in accordance with VHA national scheduling guidelines.
- This includes monitoring appointment related requests from various sources and scheduling, canceling, moving, and no-showing visits.
- Emergency appointments are also scheduled by working with the clinical team to ensure care is provided in a timely manner.
- Scheduling patient appointments includes gathering all necessary patient demographics and updating them if needed; this includes medical and health insurance information.
- Faxing medication refills and medical records are also part of this process.
- Serving as an initial point of contact for patients and continuously monitoring the schedule to ensure the clinic is working effectively and efficiently.
Call Center Representative, VISN6
Department of Veterans Affairs
Asheville, NC, USA
05.2022 - 10.2022
- Answered telephones, secure messages, and chat messages from veterans and their families while always maintaining excellent customer service.
- Used interpersonal communication skills and knowledge of the organization to effectively answer patient questions by providing resolutions within the scope of the position, working with the clinical team as needed.
- Used administrative judgement to communicate effectively to challenging patients and their families, resolving complaints in an appropriate manner.
- Scheduled and edited patient appointments by interoperating and verifying provider orders in accordance with VHA national scheduling guidelines.
- This included monitoring appointment related requests from various sources and scheduling, canceling, moving, and no-showing visits.
- Emergency appointments were also scheduled by working with the clinical team to ensure care was provided in a timely manner.
- Scheduled patient appointments by gathering all necessary patient demographics and updating them as needed, including medical and health insurance information.
- Faxing medication refills and medical records were also part of this process.
Advanced Medical Support Assistant, Minor Surgery
Department of Veterans Affairs
Asheville, NC, USA
01.2021 - 05.2022
- Performed a broad range of administrative duties such as managing patient files and scheduling minor procedures to ensure the clinic ran smoothly and efficiently.
- Served as an initial point of contact by greeting patients and answering any questions regarding clinical information and the appointment process.
- Interpreted and verified provider orders in accordance with VHA national scheduling guidelines to schedule, cancel, and move surgeries or consults.
- This process included coordinating with the patient care team to ensure the schedules were created in a way that best aligns with clinical needs.
- Worked with patients to ensure all demographic information was correct and up to date, including contact information, personal health information, and insurance cards.
- Educated patients on pre-procedure requirements and answered any questions regarding their upcoming appointment to ensure patients were ready for their visit.
- Attended MSA team meetings to determine daily needs of the clinic by addressing potential issues and plan the day accordingly.
- Developed and maintained effective and efficient communication with the patient care team, family members, and other providers to ensure all had current information regarding upcoming procedures.
- Trained new MSA’s and set priorities and deadlines for daily tasks, adjusting the workflow as needed to best meet patient and clinical care needs.
- Floated in multiple clinics and exceeding productivity goals set each month.
- Verified veterans’ status of eligibility, managed electronic wait list, and resolved scheduling issues in according to VA regulation.
- Operated Vista/CPRS, VSGUI, evaluated patient information and clinic schedule lists to determine whether a patient was vested.
- Managed delinquent consults and (RTC) return to clinic orders to assist staff in rectifying delinquent documentation.
Coordinator-Care Access-Call Center
Mission Hospital
Asheville, NC, USA
01.2021 - 05.2022
- Served as a primary point of contact for appointment scheduling with new and existing patients, which involved coordinating with 30 different hospital locations, practices, and ancillary services across western North Carolina.
- Addressed patient concerns, medication refill requests, and collaborated with clinical staff to ensure efficient daily operation.
- Actively listened to patients and providers, delivering high quality customer services in all situations.
- Verified patient demographics, insurance coverage, and evaluated clinical information obtained to determine correct procedures; ensuring instruments, equipment, and resources were properly allocated.
- Disseminate the appropriate pre-visit preparation instructions according to scheduled procedure.
- Maintained close working relations with physician offices, hospital/ambulatory clinical team leaders, and clinical directors to accomplish the desired result in accordance with established procedures.
Practice Specialist II
Asheville Family Medicine
Asheville, NC, USA
08.2017 - 12.2020
- Scheduled appointments and admitted patients into the medical information system while providing excellent customer service.
- Completed a variety of duties associated with daily operations including, but not limited to, providing back up support for practice specialist I, notifying patients of “no shows”, and rescheduling appointments.
- Checked patients in and out for their appointments while collecting payment for any balances owed.
- Greeted patients, answered calls, and checked messages to ensure all questions were answered in a timely and efficient manner.
- Closed the clinic at the end of day and balanced the cash draw to ensure all transactions were accounted for.
Education
Certified Nursing Assistance Certificate -
Asheville Buncombe Technical Community College
Asheville, NC02-2023
Technical/Occupational Certificate - Phlebotomy
YMI Cultural Center
Asheville, NC11-2021
Medical Office Administration Certificate - undefined
Asheville Buncombe Technical Community College
Asheville, NC06-2016
Skills
- Microsoft Office
- Word
- Excel
- PowerPoint
- Teams
- Outlook
- VISTA
- Resource management
- ICB
- VSE GUI
- CPRS
- VETEXT
- Vetlink
- TRM Plus
- Consult Tracking Manager
- Virtual Care Manager
- Citrix
- Cerner
- NCIR
- Allscripts
- CTM
- CMRQ
- ISS
Timeline
Medical Support Assistant
Department of Veterans Affairs
10.2022 - Current
Call Center Representative, VISN6
Department of Veterans Affairs
05.2022 - 10.2022
Advanced Medical Support Assistant, Minor Surgery
Department of Veterans Affairs
01.2021 - 05.2022
Coordinator-Care Access-Call Center
Mission Hospital
01.2021 - 05.2022
Practice Specialist II
Asheville Family Medicine
08.2017 - 12.2020
Technical/Occupational Certificate - Phlebotomy
YMI Cultural Center
Medical Office Administration Certificate - undefined
Asheville Buncombe Technical Community College
Certified Nursing Assistance Certificate -
Asheville Buncombe Technical Community College
Related Proficiency
- Able to prioritize tasks and handle frequent interruptions while maintaining excellent customer service
- Organized with the ability to complete tasks in a timely manner, ensuring efficient daily operation
- Knowledge of HIPAA regulations, taking confidentiality of sensitive information seriously
Personal Information
Title: Administrative professional