JACKIE R WHITE
Menlo Park
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead Medical Support Assistant
Department of Veterans Affairs
11.2023 - Current
- As a Lead Adv. Medical Support Assistant I trained newly hired MSA (adv.) on how to run dental clinic, and how to communicate with call center Medical Support Assistant as it relates to policy procedures when canceling dental appointments, and what to include when scheduling surgery, prosthodontics,and endodontist duration in the appointments from 3 hours extractions, 90 min crown preparation to 15 min post-op oral surgery follow-up
- Also trained staff on how to read and respond to head & neck consults, address HVRP (homeless) veteran's inquiries as it relates to schedule routine appointments, provide brochure as an alternative coverage dental plan through MetLife Dental to veterans who don't meet the 100% service connection eligibility
- I have trained dental staff on how to monitor and process secure messages through my healthevet, with the intent to address veteran concerns, forward secure message to the appropriate dental staff, and close out the message
- I have cancelled appointment with the intent to block doctors schedules by placing a leaf request, and contact veterans to offer new appointments when appointments are canceled by the clinic for six attending, six residents, two endodontists, periodontists, oral surgeons, and a one prosthodontist
- As a Lead Medical Support, I have scheduled and cancelled routine appointments providing excellent patient care in areas of Monterrey, Livermore, Menlo Park, and Palo Alto VA clinics
- Track status and progress of work, and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the dental supervisor on problems that may arise such as a backlog consults, return to clinic orders, and the high volume of calls which cannot be disregarded
- Instruct new dental residents, medical support assistants in specific tasks, and job techniques as a lead medical support assistant, provide newly hired dental residents that are in rotation with adequate duration of time when scheduling veterans' appointments in accordance with established procedures
- I have maintained current knowledge to advise and answer questions of other employees on procedures, policies, and directives
- Met with dental supervisor to express the need to implement ways in which could help the dental run efficiently with the high volume of incoming and returning voicemails in a timely manner by introducing a call center MSA's to handle some of the heavy calls volume, or how the RDA staff can monitor check- in routine appointments for veteran on their computers rather than relying of Lead Adv. MSA to announce every appointment on a loud speaker, and having the dental staff provide a written document outlining what veterans should expect during the follow up appointment
- With leadership experience it has allowed me to review medication orders to request prescriptions refill, review notation in cprs as it relates to the status of community care request, nature of a return call to veteran regarding eligibility or denial, and to address any other patient healthcare concerns
- As a Lead MSA I can effectively communicate with our triage, community care, and nor-cal dental team to ensure we are providing excellent patient care, provide immediate feedback to medical support assistant's deviating from established standards and refer to dental supervisor's questions or matters not covered by standards and problems in meeting performance standards
- I have monitored working conditions such as seating, ventilation, lighting, safety, while performing daily duties, inform staff of available services and employee activities, resolve informal complaints of employees and refer others to dental supervisors
- Another duty that I have performed is reporting to the department supervisor on performance, progress, problems and training needs of employees
- As a Lead Advanced Medical Support Assistant, I have provided information to the dental supervisor as requested concerning reassignment, recognition of outstanding performance, and personnel needs
- As a Lead MSA I have a prompt response to patient advocate concerns, to determine and provide clinical care coordination when necessary, provided training materials and spreadsheets necessary for tracking work progress in the unit by using Microsoft Word, Excel, and PowerPoint
- With advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources
- Possess the ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting like cprs, ISS, share point(office of business analytics), patient scheduling, and x-drive to receive scanned and faxed documents, can organize work, set priorities, and delegate tasks responsibilities in order to meet deadlines
- With administrative knowledge and skill, I can process incoming consultations and return to clinic reports through the office of analytics, and consult tracking, print daily encounter forms, and weekly appointment list
- Tracked, review forward consult image request via email to the dental staff that is required to close out by the end of the week including daily notations of dental service rendered to the veterans after the set appointments
Advanced Medical Support Assistant
Department of Veterans Affairs
07.2022 - 11.2023
- An Advanced Medical Support Assistant enables me to monitor patient enrollment, verify patient primary care providers, inform patients of new rules, regulations as it pertains to the many services provided within the Ophthalmology, Ears Nose, and Throat clinic
- With that, I can work in fast-paced medical clinics, multitask assignments, apply sound judgment, and make informed decisions
- When short staff I can manage and prioritize the workload within the Ophthalmology/ENT clinic
- I have processed a wide variety of medical clinic appointments through Vista scheduling enhancement to create smooth clinic flow operations
- Previously as a Cert.Nurse Assistant, I can apply medical terminology to my daily duties as an AMSA when reviewing CPRS, understanding orders, labs, reports, meds, consults and patients' surgery notes
- Set daily work priority as it relates to contacting patients to schedule appointments, once consults have been reviewed by the doctor, return patient voicemails, and process electronic clinic cancellations letters within a medical setting
- I can work with providers to ensure that appointments are made correctly, and timely to maximize available slots of no-shows, and coordinate cancellations
- Monitor incoming and outgoing faxes from other nursing home providers and the veteran's affairs general medicine providers
- I can generate and print a wide variety of clinics patients encounter forms to ensure that the patient has the appropriate health summary at the time of their clinic check-in appointments
- Also have ensured that my computer is shut down upon departure from my desk to ensure that patient's information is safe and secure
- I have verified Ophthalmology/ENT consultations in the CPRS computer system to monitor data that is communicated directly to the patient, and staff as it relates to pending or triage appointments
- Provided training to staff on how to update the clinic supervisor's names by contacting IT, utilizing the ICB computer system to clear uninsured patients from the list, reviewing social worker notation, verifying RTC orders, and confirming if prescriptions can be refilled
- I have monitored daily consults, returned to clinic reports, and completed with accuracy
- Have reviewed the doctor's notation, verified lab/x-ray, and informed patients of these requests before the next follow-up appointments
- I consider myself to be the first line of communication for clinical providers, patients, staff, and their families concerning complex issues
- I can manage workflow priorities and adjust the flow of work to meet the team and patient needs
- I can utilize several advanced patient computer systems to support a wide variety of clinics in a vast setting
- Assist as an advocate for patients who need extra assistance with services within the VA setting
- Can analyze and troubleshoot scheduling concerns, underutilized appointments, and work to optimize access to assigned sections
- I can coordinate and track consults with non-veteran affairs providers when needed
- I have contacted Navarre Transportation to assist in picking up/driving VA patients to their residency, medical facilities, and nursing homes
- Provided training to the medical staff of Ophthalmology, ENT, GMC, Ambulatory, and Podiatry clinic
- As it relates to scheduling appointments on a non-available grid, and reiterated that per the national regulations, all medical clinics are prohibited overbook, limiting to no more than 2 overbook a day
- Provided 30-minute lunch and 15-minute break relief for employees and covered specialty clinics with patient scheduling and medical care
- I can inform staff members of general medicine clinics of administrative regulations and policy changes
- It is my responsibility to monitor incoming calls and make sound decisions in a reasonable time with great resolutions
- I can review, explain, and execute MCCR regulations accurately to reflect current operational procedures such as appointment management, schedule procedures for special tests, eligibility of care, and maintaining professional control of the patient's medical record
- It is my responsibility to train newly hired Adv.MSA, Lead MSA's, and Supervisor's on how each clinic throughout PASS are run
- Follow-up on issues related to canceled clinics, reschedule patients' future/canceled appointments, and corresponded with call center Adv. Medical Support Assistant to ensure that patients are scheduled in the right clinic and are called if clinics are canceled
- Knowledgeable in computer based systems and functional areas, and can interview, observe, and record patients that may demonstrate some form of anxiousness, frustration, or a visible physical and mental disability
- Which enables me to identify and provide resolution to assigned problems
- I have the knowledge, and skill to speak and write effectively in a professional setting
- I can utilize the ICB computer system to verify and update the patient's private insurance information
- I can communicate with medical staff to secure the intended outcome and coordinate with employees, and medical doctors on a wide range of patient care
Nurse Assistant/Administrative Associate
Department of Veterans Affairs
03.2017 - 07.2022
- Performed daily rounds, cleaned rooms, changed bedding, provided personal hygiene, fitted gowns, and other medical room items in preparation for new admission and discharge patients
- As an established Certified Nurse Assistant, I can connect standard electrodes ECG to monitor and record electrical signals from the patient's heart such as an electrocardiogram while working within the MICU, CCU medical setting
- I ensured that floors throughout the unit were clean and free from hazardous liquid chemicals, debris, and empty bed rails, and monitored the location of hospital crash carts and fire extinguishers for the safety of the patients and staff
- It is my responsibility to be aware of the unit crash cart and medical items are up to date in case of a medical emergency, performed finger sticks to record sugar levels for diabetic patients
- Administered daily vital signs, recorded intake, and the output of patient urinalysis, and was knowledgeable in computer systems and functions
- Performed monthly safety drills to ensure that patients' rooms were locked in case of outside threats
- Directed medical staff, family, and visitors to designated locations in the event of a bomb threat and fire hazard
- Organized events for Valentine's Day received funds to raise money for recruitment, recognition, and retention nurse week fundraisers
- Answered incoming calls from multiple lines and transfer calls to the appropriate party within the Department of veteran affairs
- Performed employment reference checks for potential candidates and evaluated the candidate based on a listed competency requirement
- Screened calls and addressed inquiries from patients concerning choice programs, women's clinics, or urology appointments
- Utilize the meeting planner software to search available rooms, by specific dates and planned department meetings three months out
- As a Cert. Nurse Assistant, I can apply medical terminology to my duties as I review and understand patient medical history
- Proofread information for the Pathway & Magnet crosswalk in the form of Excel
- Analyzed the year worked as a registered nurse and verified the step and grade promotion
- Ensured the previous year's date of evaluation is within one year of the current date
- Made and transported training attendance sheet for On the Moment & Pathway to Excellence to EEO
- I have utilized standard medical training to keep my BLS certificate up to date
- Created ICARE certificate that includes the name and date in recognition of employee exhibition of the core value of commitment to serve the veterans
- Assisted with PIV schedule appointments and processed new hire and permanent employee expired PIV card access
- Clarified the total professional nurse experience if the employee has obtained an MSN or doctoral degree
- Managed the employee board action to ensure the license was present along with other educational information
- Check employee rating by office documentation to determine if the employee meets high satisfactory or unsatisfactory criteria for the nurse practice, interpersonal relationship, and overall rating for promotion consideration
- Created labels, folders, and verified registered nurse licenses, transcripts, and educational documents that I filed in alphabetical order and placed in a secure cabinet
- Pre-screened candidates to determine eligibility for possible employment as a registered nurse, nursing assistant, sitter, intermittent or escort positions during the job fair week
- Asked candidates several pre-hiring questions, verified resumes and verified current certifications that required years of experience working in a hospital setting
- Supervised and trained new employee on billing and accounting systems to process payment and utilize the intranet phonebook to locate employee, sent an email to correspond to the employee concerning current mail, request that mail is picked up within the nursing department promptly and scanned confidential document that I forward via email to the chief of workforce solution
- Assisted the director of the Magnet program and Pathway to Excellence with fact-finding, created PTE standards and Magnet Model Component by creating a spreadsheet format and typing a wide variety of data into it, and contacted ADPAD to assist with establishing computer access for new employees during the hiring process
- Established potential prospects during the VA Dallas HealthCare System Hiring Job Fair
- Set up tables within the Dallas VA auditoriums in the hospital setting, and created hiring packets to ensure proper documents were included in the folder for RN, LVN, and Nurse Assistant positions for the nurse recruitment fair
- Utilize spider phones to set up committee meetings, skype software to join the chief of the workforce and other employees
- Sent order request and follow-up via email to Bonham VA requesting specific color and copies of reproduction request review
- Prepared, organized, and printed training packets for the On the Moment & Pathway to Excellence
- Perform administrative office support functions such as employee record keeping, distributing incoming mail, and picking up office supplies
- Perform and maintain collective working relationships with internal employees, customers, and operating officials
Administrative & Finance Analyst Assistant
Stanford University
12.2007 - 12.2013
- Contacted students concerning debt owed on services rendered provided temporary badges for faculty or visitors who may need temporary access to campus facilities and utilized Oracle procurement to submit purchase orders supplies within the chemical engineering, finance and planned giving departments
- Verified requisition number, requested item and supplier's price with vendor and priced items through catalogs when needed and make outgoing calls to alumni affiliates to confirm attendance to meetings or conferences
- Obtained, gathered, created folder packet and acceptance letter for Stanford's post-doctoral engineering program
- Verified student transcript recommendation letters and other forms of identification prior to student entry and retrieved, re-read legal document prior to final draft with the intent to correct grammar misspelled word or punctuation error and printed spreadsheet expense and purchase requisitions report to resolve unpaid debt through verbal contact
- Created invoice locate and print purchase orders faxed and received incoming documentation correspond by email and monitored payments and closed out accounts for services provided to Stanford students and vendors tracked client by internet research contact accounting department regarding identified discrepancy
- Provided Alumni affiliates brochures of Planned Giving information during meetings and processed student travel & hotel reimbursement by requesting receipt of logging and travel
- Assisted in the recruitment of students by phone or mail
- Prepared, and set up conference rooms for daily planned giving meetings
- Shredded legal documentation on a daily basis
- Reviewed weekly expenditures, used code data to produce documents, created and mailed letters of debt, paid printed invoice using excel spreadsheet assist in analysis of expenditures and prepared financial statements
Education
Associate of Arts - Behavioral Sciences
Mission College
Santa Clara, CA12-2018
Computer base systems
Computer Office Software: ISS, Dental Record Manager (DRM), Microsoft Office XP Excel Access Outlook, Secure Messaging Myhealthyvet, DEAR CC, TEAMS, TMS, Consult tracking management , BLS cert. CPRS, Vista Scheduling, ICB Billing Visual Aid for Clinical Office of Business Analytics OBA SharePoint Meditech Patient Accounts Advice Coding, CPT4 ICD-10
Certification
- CPR/AED Certification
- Basic Life Support (BLS) - American Heart Association.
Timeline
Lead Medical Support Assistant
Department of Veterans Affairs
11.2023 - Current
Advanced Medical Support Assistant
Department of Veterans Affairs
07.2022 - 11.2023
Nurse Assistant/Administrative Associate
Department of Veterans Affairs
03.2017 - 07.2022
Administrative & Finance Analyst Assistant
Stanford University
12.2007 - 12.2013
Associate of Arts - Behavioral Sciences
Mission College
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