ERIK BINGHAM
Captain James Lovell Federal Health Care System
Chino Hills
1
Certification
15
years of professional experience
Experienced healthcare administrative leader with over 10 years of progressive responsibility within the Captain James Lovell Federal Health Care System. Proven success in leading staff, improving patient access, streamlining healthcare operations, and using data-driven decision-making to improve clinical performance in fast-paced environments. Brings advanced knowledge of Cerner, Vista, and CPRS systems, along with a strong background in team leadership and process improvement. Experienced with managing administrative functions in medical settings. Utilizes leadership abilities to enhance team performance and patient support. Knowledge of healthcare regulations and effective communication techniques. Adept at fostering team collaboration and driving results. Known for reliability and adaptability to evolving demands, with strong skills in patient interaction and data management.
Work History
Supervisory Medical Support Assistant GS-8 Step-6
3 Years 3 Months- Outpatient Mental Health Clinic | Group Practice Management Call Center & Access Team
- Supervised 24 Advanced Medical Support Assistants and 2 Lead MSAs, ensuring daily operations met VA performance standards. | Managed three call centers, analyzing performance metrics to improve response times and reduce abandoned calls | Evaluated staff productivity using Cisco Jabber/Finesse data, supporting data-driven decision-making for performance improvements. | Conducted quarterly/yearly employee evaluations and provided coaching to improve individual and team performance | Served as Cerner Super User, supporting system implementation, troubleshooting, and staff training | Monitored training requirements for TMS, Cerner, and onboarding standards. | Resolved complex patient and staff issues, applying sound judgment to enhance customer service and satisfaction..
- Supervised medical support assistant workflows, ensuring accurate scheduling, registration, and patient access coordination.
- Trained staff on scheduling protocols, patient communication standards, and electronic health record procedures.
- Evaluated staff performance, provided coaching, and reinforced compliance with Veterans Health Administration procedures.
- Talent Acquisition & Panel Interviewing: Served as a key panel member for administrative and supervisory selection boards; participated in structured candidate interviewing, applicant evaluations, and final hiring recommendations to recruit high-performing staff.
- Established a culture of continuous improvement within the department by soliciting feedback from staff members and implementing process improvements based on their input.
- Demonstrated strong problem-solving abilities by addressing patient concerns or complaints in a timely and empathetic manner.
- Coordinated clinic templates, appointment demand, and provider schedules to improve daily operational efficiency.
- 40 hrs./week
Lead Medical Support Assistant GS-7, Step 4
6 Years 9 Months- Outpatient Mental Health
- Led onboarding and training programs, enhancing staff competency and ensuring compliance | Streamlined scheduling by reducing double-bookings and optimizing provider templates | Monitored call systems (G-NAV) to enhance access and decrease patient wait times | Coordinated between clinical staff and administrative teams to resolve operational challenges.
- 40 hrs/week
Lead Medical Support Assistant GS-7, Step 6
4 Years 3 Months- Centralized Scheduling Call Center
- Coordinated complex patient scheduling, balancing provider availability, clinic demand, and appointment priorities.
- Trained staff in scheduling systems, ensuring compliance with updated VA policies and procedures | Managed appointment workflows and clinic profiles, enhancing patient access and clinic efficiency | Served as department timekeeper and supported administrative reporting functions | Resolved patient scheduling conflicts and operational issues, facilitating smoother clinic operations.
- Coordinated patient scheduling by balancing provider availability and clinic demand.
- Managed telephone inquiries, resolved scheduling conflicts, and routed messages to appropriate clinical teams.
- Verified patient information, insurance details, and eligibility to maintain accurate medical records.
- Facilitated communication between patients, families, and medical staff members to ensure everyone remained informed about ongoing treatment plans and progress updates.
- 40 hrs./week
Lead Medical Support Assistant GS-7, Step 4
4 Years 3 Months- Outpatient Mental Health
- Led onboarding and training programs to improve staff competency and ensure compliance with streamlined scheduling processes to eliminate double-bookings and optimize provider monitoring systems (G-NAV) to improve access and reduce patient wait time to enhance access and decrease patient wait times | Coordinated between clinical staff and administrative teams to resolve operational challenges.
- Trained Medical Support Assistants on customer service, scheduling procedures, and standardized workflows.
- Verified patient demographics, insurance data, and eligibility information for accurate records management.
- Coordinated patient scheduling, clinic templates, and appointment modifications using VistA and CPRS.
- Led front desk operations, ensuring accurate check-in, check-out, and patient flow coordination.
- 40 hrs/week
Medical Support Assistant (GS-6, Step 3)
4 Years 8 Months- Coordinated patient scheduling, admissions, and follow-ups to enhance patient access using AHLTA and Vista systems | Facilitated medication and refill coordination, improving patient-provider communication and care continuity | Ensured data accuracy through thorough reporting and insurance verification processes, supporting operational integrity | Cross-trained and supported multiple specialty clinics.
- Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
- Oriented and trained new staff on proper procedures and policies.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed appointment scheduling, patient check-in, and demographic updates within electronic health record systems.
- Coordinated patient flow, resolved registration issues, and maintained accurate medical documentation.
- Verified insurance information, collected required forms, and supported compliance with clinic procedures.
- Coordinated patient check-in, scheduling, and referrals with accuracy across high-volume clinic workflows.
- Managed electronic health records, updating demographics, appointments, and encounter documentation.
- Trained new support staff on front-desk procedures, records handling, and patient service standards.
- Maintained confidentiality and compliance while handling sensitive medical information and correspondence.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
- 40 hrs./week
Education
Certificate - Fleet Marine Force Training
Certificate - Basic Nursing Skills
GPA: 3.0
High School Diploma
Skills
Cerner/Oracle (Super User)
Power Chart (My Chart)
VSSE
Light Electronic Action Framework (LEAF)
ePerformance
Vista
CPRS
AHLTA
CHCS
Vista GUI
G-NAV
Cisco Jabber/Finesse
Microsoft Office
VATAS/GovTA.
Healthcare Administration & Operations: Outpatient operations support
Talent acquisition & Panel Interviewing
Data Analysis & Performance Management: Data analysis expertise
Leadership & Supervision: Team leadership skills
Staff training and development
Customer service
Process Improvement: Workflow improvement
HIPAA compliance
Operational training
Scheduling management
Electronic health records
Patient appointments
Electronic medical records
Clinical terminology
Certification
- Certificate, Fleet Marine Force Training | Aug/Sep 1989
- Certificate, Basic Nursing Skills | GPA: 3.0 | May/Aug 1989
Timeline
Supervisory Medical Support Assistant GS-8 Step-6
Captain James Lovell Federal Health Care System
06.2023 - 09.2026Read More
Lead Medical Support Assistant GS-7, Step 4
Captain James A. Lovell Federal Health Care Center
09.2016 - 06.2023Read More
Lead Medical Support Assistant GS-7, Step 6
Captain James Lovell Federal Healthcare Center
06.2016 - 09.2020Read More
Lead Medical Support Assistant GS-7, Step 4
Captain James Lovell Federal Healthcare Center
06.2016 - 09.2020Read More
Medical Support Assistant (GS-6, Step 3)
Captain James A. Lovell Federal Health Care Center
11.2011 - 07.2016Read More
Minidoka County High School
High School Diploma
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Hospital Corpsman School
Certificate from Basic Nursing Skills
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Fleet Marine Force School
Certificate from Fleet Marine Force Training
Read More