JACQUELYN JONES
Biloxi,MS
Summary
24+ years in customer service, 9 mos. of supervisory experience, as well as 21 years in patient care in the outpatient and inpatient settings with experience of clerical, office, customer service, and other administrative work including but not limited to entering, modifying, retrieving sensitive information into or from electronic health records; scheduling medical appointments in a clinical setting; performing patient support work; performing clinical tasks as directed; and having an advanced level of medical terminology currently working in the federal government in a training instructor role utilizing past medical experience and personal software and computer experience to maximize efficiency, reduce waste, complete agency goals and objectives while maintaining employee morale.
Overview
11
11
years of professional experience
Work History
Supervisory Medical Administrative Specialist
Gulf Coast Veterans Health Care System
02.2024 - Current
TRAINING INSTRUCTOR - MAS (GS 11)
Gulf Coast Veterans Health Care System
10.2022 - 02.2024
- Proficient in computer skills to include: CPRS, Visual Aid, Vista, and Vista Scheduling Enhancement
- Provides learners with the knowledge and skills through classroom instruction and ensures course objectives are met
- Demonstrates application of adult learning and accelerated learning principles during training session and/or end-of-course debrief
- Encourages questions and promotes participation; aids and responds to questions clearly and completely daily
- Handles conflicts/problems appropriately and maintains classroom control; adjusts course content/delivery due to time constraints
- Works collaboratively with subject-matter-experts to review and present course content in an effective manner.
PROGRAM ANALYST/PROGRAM SPECIALIST (GS 9)
Gulf Coast Veterans Health Care System
08.2018 - 10.2022
- Analyze management information requirements to develop program and administrative reporting systems
- Responsible for the development, design and presentation of raw data using graphs, charges, data tables, and comparison reports
- Aid in developing data capture and reporting procedure to track and tend progress of quality items assigned to the Behavioral Health Service
- Prepare, upload, and maintain morning report slides for the BH Service
- Obtain workload encounter data and input in an Excel spreadsheet
- Provides technical advice to clinic personnel regarding scheduling and capturing workload
- Assists Non-VA Coordinated Care (NVCC) to include processing and scheduling for all the non-VA care authorizations
- Responsible for entering appropriate information into the electronic record (CPRS) and carrying out administrative follow up actions
- Collects data for CARF and Joint Commission
- Generate clinic utilization and availability status reports
- Assesses the best structure of clinics and develops, implements, and monitors procedures for creation and maintenance of clinics.
LEAD MSA TRAINER / ACTING SUPERVISOR BOPC (GS 7)
Gulf Coast Veterans Health Care System
07.2017 - 08.2018
- Facilitate training to new employees and incumbent schedulers
- Participates in National Calls pertaining to policy changes
- Interprets and applies VA rules and regulations to determining legal eligibility to benefits
- Reading: Understands and interprets written material
- Coordinate staffing and demonstrate advanced knowledge in computer skills
- Provide on the job training to new employees
- Proficient in computer skills to include: CPRS, Visual Aid, Vista, and Vista Scheduling Enhancement
- Demonstrates extensive knowledge of scheduling, consult management, ICB capture, encounter management, and workflow operations of all clinics.
SUPERVISORY MEDICAL SUPPORT ASSISTANT (GS 7)
Carl Vinson VA Medical Center
11.2016 - 07.2017
- Act as a liaison Point of contact with for person(s) within and outside of Primary Care Service Line
- Supervise a team to manage a Recall Delinquency Report
- Oversee employee's assistance to Veterans
- Work closely with each Management Level of the PACT TEAM to build a cohesive department
- Retrieve and disperse data for review, workload, and patient care.
ADVANCED MEDICAL SUPPORT ASSISTANT (GS 6)
Valdosta VA CBOC
06.2015 - 11.2016
- Schedule Appointments for Primary Care, Women's Health, and Mental Health
- Adhere to scheduling guidelines and clinic rules
- Demonstrate skills in Release of information per guidelines
- Assisting Veterans with My HealtheVet
- Advocate Veterans health concerns
- Administratively review of next day's schedule
- Meet with Primary Care teams for day-to-day process
- Timekeeping for staff members.
MEDICAL SUPPORT ASSISTANT (GS 5)
Gulf Coast Veterans Health Care System
02.2013 - 06.2015
- Enter Return Visits into a Recall System
- Adhere to scheduling guidelines and clinic rules
- Updated Veterans Demographics and ICB Information
- Advocate Veterans concerns
- Schedule Appointments for Primary Care, Women's Health, Spinal Cord Injury, and Mental Health
- Administratively review of next day's schedule
- Assisting Veterans with My HealtheVet.
Education
Associates Degree of Applied Science in Surgical Technology -
Virginia College
01.2008
Skills
- Accurately Develops and designs training programs in various subject matter fields and lines of businesses to include MSAs, Physicians, Nurses, Social workers, and other clinical and administrative staff on various scheduling capabilities; Insurance Capture Buffer (ICB) Return to Clinic (RTC) Orders, Consults, and VA Video Connect (VVC) via Virtual Care Manager (VCM)
- Establishes working relationships with integral program areas to determine training needs
- Evaluates courses and training programs by conducting validity and reliability studies to analyze effectiveness of course content, training assessments and instructor presentation/delivery
- Reviews and modifies training courses and processes Responsible for overall maintenance of assigned courses and determine the need for and initiate changes/updates in course content with subject-matter-expert or representative
- Instructs training courses and programs covering advanced technical systems and/or well-established subject matter areas Conducts annual review activities involving programs of instruction
- Produces training products and materials such as reference manuals/guides, job aids, instructional methods, exercises/activities, quizzes/exams, training plans, agendas/schedules, etc based on course analyses and studies
- Coordinates and facilitates projects for the development and implementation of training programs and establishes contacts within and outside the agency to obtain needed information for planning and organizational purposes
- Actively supports the departmental security and privacy program by safeguarding VA's information assets and completing annual computer security awareness and privacy policy training within specified timeframes
- Ensures that access to veterans and/or employees; information are only within the scope of the official duties of the requestor and any access which occurs outside the scope of these duties is brought to the supervisors attention
- Serves as a training consultant, conducts research for training-related requests and services as requested by internal/external customers, provides recommendations based on most cost effective and value-added solution
- Directly oversees the MSA Academy and is responsible for generating reports to management on a weekly basis for the status of scheduler assessment, customer satisfaction
- Routinely seeks opportunities to improve training methodologies and assist in developing and implementing annual training goals to enhance the overall effectiveness of MAS Employees
- Participates in National Calls pertaining to the policy changes and shares to all service line staff members
- Interprets and applies VA rules and regulations to determining legal eligibly to benefits related to hospital admission, nursing home, domiciliary, Non- VA Care, patient transfer and beneficiary travel while working in the ER
- Reading: Understands and interprets written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; applies what is learned from written material to specific situations
- Demonstrate advanced knowledge and train employees to assist Veterans per My HealtheVet to include Refill Prescriptions, Secure Messaging your PACT/MH Team for questions/concerns and see all testing results Ensuring all messages are assigned to the appropriate Health Care Team member
- Contacting local specialists with local and national sharing agreements and contractual agreements with other federal, state, local and private entities
- Administration and Management: plan, coordinate, and execute the business functions, resource allocation, and production
- Data Management: Generates reports to measure wait times greater than 30 days to from the patient indicated date to include RTC orders Train, manage, and generate reports from the consult toolbox database in clinics using proper processes and directives
- Effective Communication: Expresses information to individuals or groups effectively, taking in to account the audience and nature of convincing presentations listens to other, attend to nonverbal clues, and responds appropriately: produces information, which may include technical material that is appropriate for the intended audience
- Conduct training to the Ward/Emergency Room Administration to include Post discharge instructions for scheduling in various clinics, patient transfers, bed transfers, admission, and discharge
- Participates in various performance improvement team and develop training programs that will prevent/correct areas of weakness in work processes and procedures
- Decision Making: Makes sound, well-informed, and objective decisions perceive the impact and implications of decisions commits to action, even in uncertain situations, to accomplish organizational goals that cause change
- Serve as a TMS coordinator for entry and tracking of all employees and seeks out/develops training based on the results of the assessment
- Problem Solving: Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations
- Runs an Item Status report in TMS (Talent Management System) for all MAS staff training completions for VA Credit
- Information Management: Identifies a need for and knows where or how to gather information; organizes and maintains information or information management systems
- Performs minimum quarterly scheduling audits on all schedulers as assigned in a timely manner
- Schedule trainings in accordance with the approved changes in the VHA scheduling directive
- Responsible for scheduling appointments to include interpreting and verifying clinicians directed orders in accordance with VHA national scheduling guidelines and provides general guidance to MSA's in training or when requested
- Monitor and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow
- Provide on the job training to new employees to different clinics to include Primary Care, Specialty Care, Ward Administration, Call Center, Mental Health, and many other clinics
- Proficient in computer skills to include: CPRS, Visual Aid, Vista, and Vista Scheduling Enhancement
- Demonstrates extensive knowledge of scheduling, consult management, ICB capture, encounter management, and workflow operations of all clinics
Career Achievements
- Trained over 500+ scheduling staff for the Gulf Coast Veterans Healthcare System.
- Consistently maintained metrics in the outpatient clinic with metrics including, but not limited to, call abandonment rate, average speed of answer, Insurance Capture Buffer opportunities, Return to Clinic orders and consult scheduling, as well as negligible complaints towards the MAS staff.
- Supervise a team to manage a Recall Delinquency Report from 250 plus to 10 within a three-week timeframe.
- Serve as a Controlled Substance Inspector for the Biloxi VAMC to include conducting random, unannounced inspections as assigned by the CSC or alternate CSC pursuant to the requirements of the directive and local policy; completing the inspection report as defined in local policy and submitting to the CSC or alternate CSC. The inspection report must include all identified discrepancies as well as identified areas of vulnerability; ensuring that all assigned inspections are completed by the end of the month or by the due date assigned by the CSC or CSC alternate; notifying the CSC and the inspection area manager of any unresolved discrepancies.
- Create various trainings as needed for all schedulers and Medical Support Assistants to include Supervisory MSA's, Lead MSA's, AMSA's, and MSA's.
References
- Kristy Harris, Program Analyst, GCVHCS, 228.671.9452
- Zoya Butler, Ochsner's Hospital, 504.239.1510
- Angela Hinton, Peer Specialist, 228.236.5710
Timeline
Supervisory Medical Administrative Specialist
Gulf Coast Veterans Health Care System
02.2024 - Current
TRAINING INSTRUCTOR - MAS (GS 11)
Gulf Coast Veterans Health Care System
10.2022 - 02.2024
PROGRAM ANALYST/PROGRAM SPECIALIST (GS 9)
Gulf Coast Veterans Health Care System
08.2018 - 10.2022
LEAD MSA TRAINER / ACTING SUPERVISOR BOPC (GS 7)
Gulf Coast Veterans Health Care System
07.2017 - 08.2018
SUPERVISORY MEDICAL SUPPORT ASSISTANT (GS 7)
Carl Vinson VA Medical Center
11.2016 - 07.2017
ADVANCED MEDICAL SUPPORT ASSISTANT (GS 6)
Valdosta VA CBOC
06.2015 - 11.2016
MEDICAL SUPPORT ASSISTANT (GS 5)
Gulf Coast Veterans Health Care System
02.2013 - 06.2015
Associates Degree of Applied Science in Surgical Technology -
Virginia College