lead medical support assistant resume example with 7+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention. Efficient Reimbursement Specialist with solid background proactively managing claims and preventing insurance issues. Competent in keeping records accurate and current and proactively managing account problems. Excellent customer relations skills combined with analytical approach to handling routine and complex delays. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

  • Conflict Resolution Tactics
  • Customer Relations
  • Past Due Balance Management
  • Reimbursement Management
  • Policy Evaluation
  • Client Service
  • Information Updates
  • Policy Analysis
  • Eligibility Verification
  • Claim Processing
Work History
01/2023 to Current Lead Medical Support Assistant Veterans Administration | , ,
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Demonstrated comprehensive knowledge of scheduling, consult management, ICB insurance capture, encounter management, and workflow operations of the outpatient clinics.
  • Liaised between the scheduling staff and the supervisor or designee to resolve conflicts or evidence of poor performance among schedulers.
  • Distributed and balanced the workload among employees in accordance with established work flow or job specialization, assure timely accomplishment of assigned workload, and assure that each employee has enough work to keep busy.
  • Oriented and trained new staff on proper procedures and policies.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Held weekly team meetings to inform team members on company news and updates.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
09/2017 to Current Advanced Medical Support Assistant Department Of Veterans Affairs | , , Decatur, GA
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Conducted in-person and telephone interviews with veterans and advocates to explain benefits and related programs.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Provided feedback related to knowledge base scripts, business processes, SOPs, job aids and training content.
  • Developed trending reports in a computer database on the overall organizational business unit.
  • Evaluated customer and employee interactions to identify critical areas of improvement.
  • Collaborated with upper management on confidential and/or labor management issues related to quality measures and programs.
04/2016 to 09/2017 Medical Support Assistant Department Of Veterans Affairs | , , Decatur, GA
  • Wrote and published memos, notes and other written correspondence, promoting professional in-office communication for employees.
  • Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved over 100 customer inquiries and complaints quickly on daily basis.
  • Developed appeals functions, policies and procedures, and documentation.
  • Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
  • Prepared written appeals for claimants not satisfied with rating board decisions and presented arguments before hearing officers and federal government boards.
  • Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
07/2015 to 08/2016 Systems Operations Specialist Avid Technology Professionals | , , Decatur, GA
  • Reviewed and screened applicant resumes to identify qualified candidates.
  • Oversaw and managed hiring process and assisted human resources.
  • Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
  • Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
  • Drafted position evaluations for review by supervisor or higher-graded HR Specialist.
  • Assisted managers and supervisors in establishing, maintaining and monitoring effective performance management programs to plan, monitor, develop, rate, and reward employee performance.
  • Provided basic advice and assistance to employees and managers in simple matters related to conduct, performance, attendance and dispute resolution.
  • Participated in establishing and maintaining effective relationships with labor organizations that represent Federal employee; performs fact-finding and research applicable laws and policies as part of preparation for negotiations and labor agreements.
Expected in 2017 to to Associate of Applied Science | Business Administration and Management Georgia Piedmont Technical College, Clarkston, GA GPA:

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Resume Overview

School Attended

  • Georgia Piedmont Technical College

Job Titles Held:

  • Lead Medical Support Assistant
  • Advanced Medical Support Assistant
  • Medical Support Assistant
  • Systems Operations Specialist


  • Associate of Applied Science

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