SHERRY JOHNS
Leominster
Summary
Accomplished Medical Support Assistant/ Lead Telehealth Clinical Technician/Supervisor Telehealth Technician looking for a position where I can expand my scope of skills. I would like to continue to assist in building the the Telehealth healthcare experience to benefit the Veterans Health organization.
Overview
17
17
years of professional experience
Work History
Supervisor Health Technician
Veterans Affairs Administration
12.2023 - Current
- Monitored workflow to improve employee time management and increase productivity
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Creating eperformance plans, suggesting ratings and criteria, assessing performance, promoting, reassigning, and praising exceptional work, as well as answering queries or issues not addressed by standards and issues with performance standards. implementing disciplinary and remedial actions to address problems with behavior and performance.
- Establishing and adjusting work schedules to accommodate both expected and unforeseen workload changes.
- Supervising direct employees' leave requests and keeping an eye on attendance while making sure there is enough staff on hand to handle all necessary telehealth tasks.
- Preparing comprehensive reports that evaluate the effect, demand, and utilization of telehealth services by collecting, combining, and evaluating data and statistics to submit to facility and Veteran comprehensive Service Network (VISN) leadership
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- In order to support the facility's telehealth program, the Connected Care/Facility Telehealth Coordinator and the Director collaborate to create team assignments.
- Request and build new clinics as well as grids for existing clinics.
- Able to extract data concerning unmatched encounters from VSSC, delinquent recall lists, orders for every consultation, and weekly workloads.
Lead Telehealth Clinical Technician
Veterans Administration
04.2022 - 12.2023
- Supporting clinical telehealth encounters for both the patient and provider locations by serving as the telepresenter within scope of practice
- Facilitate morning huddles and address any issues with the Telehealth team.
- Request and build new clinics as well as grids for existing clinics.
- Scheduling for intra-facility and inter-facility appointments working with the CRH MH Hub and CRH MH Pain Clinic, CRH Nephrology, CRH Primary Care, CRH Tele Nephrology
- Level 1 Scheduling Audits of Peers
- Work alongside Facility Telehealth Coordinator to modifying a TCT's work schedule to meet anticipated and unanticipated changes in the workload to accommodate a Veteran's needs.
- Work independently, Installing, maintaining, troubleshooting technology , inventory and train staff on all video-conferencing technologies, telehealth peripherals including stethoscopes, otoscopes, and doppler technology.
- Scheduling software such as TMP, VSE, VISTA and VCM as well as managing Sharepoint calendars to ensure no errors are made used to coordinate, manage resources, and connect staff.
- Provide training for all providers on VA Video Connect and signing them off on their competencies.
- Installing of hardware and software to for providers so that they can do VA Video Connect
- Researching and reviewing of power points to make all areas have been met to standards.
- Knowledge of Pyramid Analytics to collect data for reports.
- Telehealth Preceptor for CVT
- Able to pull data for erroneous action encounters from VSSC, delinquent recall lists, all consults' orders, and workloads for week.
- Able to correct clinical telehealth encounters by researching both sides of appointments to make sure all dx. codes and Procedure codes match so help with keeping EARR/ orphans down.
- Able to pull Pending Appointments CVT review report and work with staff to correct errors.
- Making screening calls for all Veterans that have been referred to Home Telehealth program.
- Act as a resource person for any VA providers, MSA, TCTs and other staff who have questions or issues with any Telehealth connections or troubleshooting equipment.
- Work with OI&T and OCCHD when equipment is down to ensure equipment is repaired timely.
- Understand the DMAIC process to help achieve program improvements.
- Ability to analyze data and make recommendations for process improvements.
- Authenticating Veterans for MyHealtheVet
- Copied, logged,and scanned supporting documentation.
- Providing administrative support
- Developing and establishing new methods and processes on a Power Point on VA Video vs Telephone
- Ordering devices and peripherals on the ROES system
- Tele retinal SFT Imaging
- TMP -Telehealth Management Platform
- Performed downloads, using Somnoware program for all Home Sleep study tests.
- Cleaned and sterilized instruments, equipment, and surfaces.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Work hand in hand with Facility Telehealth Coordinator to assign and coordinate assignments for the Telehealth Team to maintain a smooth operation of the day to day needs of the Telehealth program.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Advanced Telehealth Clinical Technician Grade 7
Veteran Affairs, Veterans Health Administration
09.2017 - 04.2022
- Supporting clinical telehealth encounters for both the patient and provider locations by serving as the telepresenter within scope of practice
- Work independently, Installing, maintaining, troubleshooting technology , inventory and train staff on all video-conferencing technologies, telehealth peripherals including stethoscopes, otoscopes, ultrasound, Doppler's technology and scheduling software used to coordinate, manage resources and connect staff.
- Provide training for all staff for Mental Health as well as Primary Care Staff on VA Video Connect and signing them off on their competencies.
- Installing of hardware and software to for providers so that they can do VA Video Connect.
- Assist with screening of patients when they come in for their visits.
- Scheduling for intra-facility and inter-facility appointments.
- Researching and reviewing of power points to make all areas have been met to standards.
- Knowledge of Pyramid Analytics to collect data for reports
- Maintains peers calendars to make sure all appointments are scheduled and documented
- Able to pull data for erroneous action encounters from VSSC, delinquent recall lists, all consults orders and workloads for week.
- Able to correct clinical telehealth encounters by researching both sides of appointments to make sure all dx. codes and Procedure codes match so help with keeping EARR/ orphans down.
- Monitors and reports on the status of work to ensure that the supervisor's instructions on work priorities, methods, deadlines and quality have been met
- Able to pull Pending Appointments CVT review report and work with staff to correct errors
- Making screening calls for all Veterans that have been referred to Home Telehealth program.
- Work in independently and use technical judgment to analyze, and resolve problems.
- Act as a resource person for any VA providers, MSA, TCTs and other staff who have questions or issues with any Telehealth connections or troubleshooting equipment.
- Work with OI&T and OCCHD when equipment is down to ensure equipment is repaired timely
- Understand the DMAIC process to help achieve program improvements.
- Ability to analyze data and make recommendations for process improvements.
- Secure Messaging.
- Authenticating Veterans for MyHealtheVet
- Copied, logged and scanned supporting documentation.
- Level 1 Scheduling Audits of Peers
- Providing administrative support
- Developing and establishing new methods and processes
- Working on Power Point on VA Video vs Telephone
- Imager for Store and Forward Telederm appointments
- Scheduling of SUDS patients along with setting up VA Video Connect and Clinical Video appointments.
- Assisting all MH providers on VA Video Connect appointments making sure they are prepared for their video visits
- Request and build new clinics as well as grids for existing clinics.
Advanced Medical Support Assistant Grade 6
Veterans Affairs, Veterans Health Administration
11.2016 - 09.2017
- Checking in Veterans for their appointments and making sure all their demographics are up to date, as well as responsible for scheduling their future appointments
- Answering and triaging of all phone calls that come into clinic
- Update and Scan all new Insurance information
- Scheduling of transportation for Veterans needing special travel
- Receiving of all faxes that come through and process them to appropriate providers
- Rescheduling of patients due to schedule changes
- Preparing schedules with needed information for provider on a daily basis
- Obtaining of all outside records and upload into CPRS when needed
- Assist with training of new employees
- Answering questions that patients may have and assisting providers on assigned PACT team with education, schedule maintenance, scrubbing of schedules and assuring patients are not lost to recall
- Place and document reminder calls to patients
- Documenting, scanning and uploading of clinical information that is received from an outside facility
- Scheduling of all future appointments and assisting with referrals.
- Learned Telehealth functions for Veterans to have appointments via conference with provider that is not located at their CBOC office.
- Provide administrative support to Telehealth Technicians
Patient Service Representative II, Medical Specialties
Reliant Medial Group
01.2008 - 11.2016
- Responsible for maintaining appointment schedule (alterations, additions, deletions) of patients designed clinical practice.
- Responsible for communicating schedule changes to appropriate staff members and providers.
- Responsible for communicating with patients regarding all information related to scheduled appointments, i.e. arrival time, what to bring.
- Responsible for preparation of charts and gathering of medical information related to patient appointments.
- Responsible for pre-registering patients and updating patient information using computer terminals
- Responsible for maintaining proper telephone etiquette when speaking with patient/companies and healthcare team.
- Verifying all Insurance for upcoming appointments
- Making reminder calls go out to all patients
- Following through with no-show policy to ensure that every patient is taken care of
- Responsible for doing daily site deposit.
- Educated and trained staff on proper usage of video conferencing equipment
- Prepared telehealth video conferencing equipment for patient and clinical provider
- Documented in chart after encounter has been completed
Education
Certified Nurse's Aide Training Certificate Awarded 2009 Medical Terminology Certificate Awarded2008 Phlebotomy Technician Program Certificate Certificate Awarded -
Montachusett Regional Vocational Tech School
Fitchburg, Massachusetts2008
Accomplishments
- Employee of the Month for December 2018 Veterans Health Administration
- Above and Beyond" award October 2014 Reliant Medical Group Awarded to employees who've demonstrated exceptional performance and who has gone routinely above and beyond their normal duties
- Employee of the Quarter" award March 2014 Reliant Medical Group Awarded to employee who most exceeded performance and expectation within the company.
References
- Lauren Morrow, Specialty Care Supervisor 1-978-895-0006
- Alice Labuda , Advanced Telehealth Clinical Technician 1-413-312-2658
- Drena D'Ambra, Registered Nurse 1-619-990-5975
Timeline
Supervisor Health Technician
Veterans Affairs Administration
12.2023 - Current
Lead Telehealth Clinical Technician
Veterans Administration
04.2022 - 12.2023
Advanced Telehealth Clinical Technician Grade 7
Veteran Affairs, Veterans Health Administration
09.2017 - 04.2022
Advanced Medical Support Assistant Grade 6
Veterans Affairs, Veterans Health Administration
11.2016 - 09.2017
Patient Service Representative II, Medical Specialties
Reliant Medial Group
01.2008 - 11.2016
Certified Nurse's Aide Training Certificate Awarded 2009 Medical Terminology Certificate Awarded2008 Phlebotomy Technician Program Certificate Certificate Awarded -
Montachusett Regional Vocational Tech School
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