TONI MEDINA
Denver
Summary
Results-driven Advanced Medical Support Assistant with expertise in healthcare administration, adept at managing eligibility, enrollment, and appointment scheduling. Proven success in safeguarding patient confidentiality and enhancing care coordination. Collaborative team member with a proactive approach to improving workflows and patient outcomes. Adept at problem-solving and streamlining processes. Extensive background in customer-focused roles with achievements in privacy management, reservation system optimization, and efficient scheduling. Committed to upholding high standards and contributing to a positive and efficient work environment.
Overview
16
16
years of professional experience
Work History
Advanced Medical Support Assistant
CFOL International
Denver, USA
04.2023 - Current
- Demonstrated proficiency in utilizing various technical VA programs (e.g., VISTA, VSE, CPRS, CTM, HRSM, PPMS, MHV, JLV, TriWest portal, Right Fax, ECFax, EPSI, Teams, RefDoc, Cisco Jabber/Cisco Finesse and Microsoft Office suite (Excel, Outlook, PowerPoint, SharePoint, Word)
- Managed the scheduling of veterans' appointments with exceptional attention to enrollment and eligibility requirements, liaising with both the veterans and their providers' offices.
- Handled consults from start to finish, ensuring accurate electronic record-keeping.
- Fostered effective communication channels with patients, interdisciplinary teams, VA medical centers, and other agencies.
- Facilitated secure messaging between patients and the care team and proactively notified patients Community Care Referrals.
- Maintained up-to-date knowledge of VHA benefits entitlement policies and provided excellent customer service by answering high volumes of inbound and outbound calls to assist veterans.
- Reviewed TriWest claims to confirm the accuracy of care and efficiently navigated multiple programs while assisting veterans.
- Participate in huddles or meetings with interdisciplinary members to manage and plan patient care/flow.
- Contracting Company for US Dept of Veteran Affairs-Office of Community Care
Collections Specialist / Team Lead
Amerita
02.2022 - 04.2025
- Contacted patients via phone and mail to resolve overdue account balances.
- Reviewed and explained billing statements and account details to patients.
- Established payment plans and processed payments.
- Supervised patient collections staff and supported daily operations.
- Conducted employee evaluations, coaching, and training.
- Implemented strategies to improve revenue cycle performance.
Account Resolution Specialist
Wakefield and Associates
12.2014 - 02.2022
- Assisted patients with account inquiries and resolution options.
- Maintained accurate and up-to-date consumer records.
- Explained billing resolutions and processed payments.
- Handled escalation calls for three major hospital systems.
- Resolved disputes and complaints professionally and efficiently.
- Reviewed call recordings for quality assurance and training purposes.
Customer Service Representative
Convergys
11.2009 - 03.2014
- Managed inbound customer service and billing calls.
- Processed orders, upgrades, and sales transactions.
- Provided general account information and customer support.
Education
High School Diploma -
Englewood High School
Englewood, CO05.1995
Skills
- Patient Scheduling and Management
- Self-Motivation
- Healthcare Administration
- Medical Records Management
- Patient Communication
- Clinical Coordination
- Team Leadership
- Attention to detail
- Analytical
- Teamwork
- Inventory Management
- Multi-tasking
- Problem Solving
- Strong Decision Making
- Excellent Verbal and Written Communication
Skills Highlights
- Patient Scheduling and Management
- Self-Motivation
- Healthcare Administration
- Medical Records Management
- Patient Communication
- Clinical Coordination
- Team Leadership
- Attention to detail
- Analytical
- Teamwork
- Inventory Management
- Multi-tasking
- Problem Solving
- Strong Decision Making
- Excellent Verbal and Written Communication
Timeline
Advanced Medical Support Assistant
CFOL International
04.2023 - Current
Collections Specialist / Team Lead
Amerita
02.2022 - 04.2025
Account Resolution Specialist
Wakefield and Associates
12.2014 - 02.2022
Customer Service Representative
Convergys
11.2009 - 03.2014
High School Diploma -
Englewood High School