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SUPERVISORY MSA Resume Example

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SUPERVISORY MSA
Professional Summary

Seasoned team leader specializing in healthcare administrative functions . Good project management, scheduling and recordkeeping skills. Well-grounded, reliable and insightful with a strong attention to detail and discerning nature.

Skills
  • Microsoft Office Suite
  • Project Management
  • Recordkeeping skills
  • Scheduling
  • Business administration
  • Strategic Planning
  • Staff Management
  • Problem resolution
  • Operational improvement
  • Team management
  • Project organization
  • Counseling Techniques
  • Policy and procedure modification
  • MS Office
  • Supervision
Work History
SUPERVISORY MSA06/2017 to Current
Department Of Veterans Affairs – Minneapolis , MN
  • Represents and acts on behalf of the Medical Center Director in non-policy making administrative matters.
  • Provides technical guidance necessary to meet procedural, legal and administrative requirements relating to the care and treatment of patients to achieve optimum use of available resources.
  • Ensure MSA's are adhering to the facility's consult policy when scheduling consults for specialty clinics.
  • Coordinated supplies, set schedules and delegated assignments to keep team on target and achieve productivity goals.
  • Manage multiple scheduling systems of the VAR, VetText, Consult Management, etc.
  • Interprets VA rules and regulations relating to determining legal entitlement to benefits related to hospital admission, and outpatient care.
  • Develops, formulates, and provides all essentialdata for the annual budget forecast .
  • Develops both long and short-range policies and plans for the organization.
  • Develops the need for and maintains an awareness of available resources and makes recommendations to the Chief .
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Lead MSA Call Center06/2016 to 06/2017
Department Of Veterans Affairs – Indianapolis , IN
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of VA services and creating welcoming, positive experiences.
  • Authored thorough reports detailing results of investigations and recommendations to improve compliance and maintain solvency.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Responsible for providing guidance and leadership to the other MSA Clerks.
  • Ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments .
Advanced Medical Support Assistant06/2014 to 06/2016
Veterans Health Administration Service – City , STATE
  • Oriented and trained new staff on proper procedures and policies.
  • Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
  • Maintained detailed records of test results by entering data and patient information into computer.
  • Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
  • Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
  • Maintained and obtained medical records.
  • Mailed patient appointment letters.
  • Verified and updated clinical records.
  • Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
Chief Shop Steward 11/2011 to 06/2014
Afge Local 375 – City , STATE
  • Monitoring and enforcing the provisions of the CBA; and ensuring employer compliance with federal, state and local laws.
  • Represent and defend rank-and-file employees in investigatory interviews (in accord with employees' Weingarten Rights), that are reasonably expected to result in disciplinary action .
  • Provided representation to employees through the grievance and EEO proceedings.
  • Supervised and educated 13 shop stewards on the importance of meeting timeframes and all stages of the grievance proceedings within the collective bargaining
  • Educated management and employees on the provisions in the union's collective bargaining agreement.
  • Negotiated many mandatory subjects of negotiations per the NRLA, FLRA, and the PERB.
  • Referred or assigned cases to appropriate stewards for effective service delivery
  • Provided crisis intervention training to staff to ensure proper handling of explosive situations

·

Education
Bachelors: Behavioral ScienceWilmington UniversityGPA: 3.7
Graduate Degree, Master of Social WorkDelaware State University
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Resume Overview

School Attended

  • Wilmington University
  • Delaware State University

Job Titles Held:

  • SUPERVISORY MSA
  • Lead MSA Call Center
  • Advanced Medical Support Assistant
  • Chief Shop Steward

Degrees

  • Bachelors : Behavioral Science
    Graduate Degree, Master of Social Work

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