Debbie Boling
Elizabethton
Summary
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Records and Information Management Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes. Skilled trainer and mentor, adept at motivating team members to achieve peak performance while fostering sustained growth and development. Expertise in relationship building and team leadership complements an advanced understanding of customer needs, resulting in superior service and high client satisfaction. Recognized for effective task management and support of organizational goals through collaborative efforts and adaptive strategies, ensuring seamless operations and consistent outcomes in Records and Information Management.
Overview
16
16
years of professional experience
Work History
Supervisory Medical Admin Specialist Primary Care
James H Quillen VA Medical Center
07.2023 - Current
- As Supervisory Medical Admin. Specialist in Primary Care I supervise two subordinate AMSA team leaders and 29 AMSA employees.
- Participates in facility task forces and committees to problem-solve, review data capture, scheduling directive matters and implement software, review data and scheduling directive matters, and other workgroups related to access, wait times and clinic profile management.
- Supports and assists with Electronic Health Record options, including the scheduling package, fileman routines and reports. Utilize VSSC (VHA Support Service Center) reports as a source of data concerning utilization, access, MCA stop code assignment, encounters, and other data measures.
- Worked with Clinic Profile Manager and Group Practice Manager to determine appropriate assignments of appointment type on a timely basis. Recently we worked together to determine if future established patient appointments need to be rescheduled, and/or if additional slots are needed to be added for new providers.
- Monitor clinic utilization to ensure clinic appointments are appropriately utilized and work with Primary care CMO, and AO in addition to Group Practice Manager to ensure clinic availability and access.
- Support quality assurance through assessments of workflow and procedures to improve service delivery to customers.
- With the addition of multiple new providers in Primary care, building new clinic grids as well as reviewing established providers for clinic utilization, I have recently assisted with reviewing and evaluating the data capture outputs for utilization, accurate clinic parameters, program clinic naming standards etc, to ensure facility compliance with scheduling directives and other national guidance as it relates to Clinic Profile Management.
- Attend meetings held weekly that review assigned clinic profiles, identify and correct negative trends to assist staff in projecting clinic needs with grid validation and analyzing clinic utilization.
- Attend meetings in regard to updating and managing digital workflow, forms, designs, and electronic records of clinic maintenance requests. We’ve recently worked to create new modifications, clinic grid inactivation and multiple cancellations due to multiple providers transitioning to compressed tours within Primary Care.
Supervisor Specialty Dept
James H Quillen VA Medical Center
02.2023 - Current
- As Supervisory MSA over the medicine side of the specialty department I have full responsibility for supervising one subordinate AMSA team leader, and 15 AMSA employees.
- Evaluate the work of subordinate staff; resolving complex problems to ensure patient services are met.
- Evaluate new products, equipment, and systems to make recommendations for improved operations.
- Identify educational or training needs; making final decisions on hiring selections; evaluating performance and taking disciplinary action when necessary.
- Works collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
- As supervisor I have administrative and professional responsibility for planning and directing the subordinate lead and my MSA's activities.
- Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrate independence, complexity (difficulty) and race of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
- Provide information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians or directs the contact to the appropriate department for resolution.
- Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
- Advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational, and prioritized to maintain Veteran flow and clinic readiness.
- Utilizing various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
- Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
Team Lead Specialty Dept
James H Quillen VA Medical Center
11.2021 - 02.2023
- Collaborates with Section Chief, Administrative Officer, supervisor, clinical personnel and other staff to oversee outpatient clinic access and resolve misunderstandings and issues in all productivity management processes.
- Review and prepare correspondence as appropriate.
- Knowledge of the medical facility mission, vision, functions, goals and objectives, organizational structure, WHS program responsibilities and interrelationships with facility departments in order to conduct studies and evaluations regarding WHS operations and activities.
- Knowledge of administrative rules, regulation, procedures, concepts, principles and practices sufficient to foresee problems and perform independent studies designed to evaluate procedures/processes. Skill and ability to develop and recommend ways to improve the effectiveness, efficiency, quality, and timeliness of work operations.
- Knowledge of Theory, principles of management and organization.
- Assists with a variety of administrative programs, timekeeping, data management analyses, special studies, and reports for use by management for budget preparation, workload projections, quality assurance, and utilization reviews.
- Extract data used to generate documents, records, and reports. Updating inquiries as needed.
- Organizes work independently and handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences.
- Performs other duties as assigned.
Advanced Medical Support Assistant- Whole Health Dept
James H Quillen VA Medical Center
02.2019 - 11.2021
- Liaison for communication between all levels of management to promote effective communication and optimal information to impact the success of the Whole Health program.
- Actively guide Veterans in the exploration of core elements of personal health planning, through individual and group-based Whole Health programs
- Provided Whole Health coaching resources to Veterans that aide in reduction or elimination of high-risk behaviors while increasing healthy ones.
- Assisted Veterans in developing customized treatment for Whole Health facilitated groups such as Move, smoking cessation, diabetes management, hypertension clinics, mental health and other inpatient/outpatient groups as appropriate.
- Participated in conducted interventions for Veterans in group modalities for inpatient and outpatient settings including live, face to face and virtual settings.
- Discussed current behaviors and Whole Health modalities to develop customized treatment plans for Veterans and referred to Whole Health Coach for personalized goals, action steps and interventions.
- Provided positive feedback to encourage and assist Veterans for the adoption of habits that are conducive to a higher quality of life and in alignment with the Veteran’s goals. Identify habits and behaviors that are harmful to quality of life and related to chronic illness.
- Contacted and enrolled Veterans into Whole Health programming providing education and support to reach their highest level of health.
- Assisted Veterans with developing customized treatment plans for health insurance and Whole Health programs to help to increase utilization of My Health-E-Vet
- Performed other duties as assigned.
Advanced Medical Support Assistant -Primary Care
James H Quillen VA Medical Center
04.2018 - 02.2019
- Accurate scheduling of follow up care via telephone clinics and secure messaging between face-to face appointments.
- Established communication with all staff, clinical and non-clinical to ensure we stayed up to date on all changes to policies and procedures.
- Acquired knowledge within the Specialty Departments and providers which furthered my experience allowing me to become more flexible to work in other areas as needed.
- Standard Operating Procedure(s) followed.
- Maintain all patient information according to HIPPA guidelines.
- Attended all required training classes.
- TMS kept current and up to date.
- Performed other duties as assigned.
Medical Support Assistant – Contact Center
James H Quillen VA Medical Center
12.2016 - 04.2018
- Answer incoming calls from Veterans aiding them with each individual request. Efficiently resolving issues and deescalating the situation as needed. Reroute inquiries as needed.
- Obtained information for Mountain Home as well as all CBOC’s in our region pertaining to cancelling and rescheduling appointments and medication refills with Primary Care and majority of specialty clinics as well.
- Accurately and timely scheduling consults, X-rays, ultrasounds and CT scans per order.
- Ability to identify “Trigger Words” for immediate triage.
- Acquired basic knowledge for all departments to assure the Veteran is getting to the correct department for the assistance they need, if unauthorized to assist.
- Standard Operating Procedures followed.
- Attended weekly huddles to discuss any changes that have been made as well as identify areas of concern, needing improvement and discuss any issues.
- TMS kept current and up to date.
- Maintain all patient information according to HIPPA guidelines.
- Performed other duties as assigned.
Follow Up Representative
Mountain States Health Alliance
12.2009 - 12.2016
- Identify payments not made in accordance with Managed Care contract terms and proper follow up.
- Process contract adjustments, interpret remits and EOB’s.
- Follow up with payers to ascertain claim status.
- Account inquiries, data entry and other office related activities.
- Daily spreadsheet for payer(s) assigned to identify and report all variances, errors and changes in reimbursement received. Report and discuss all findings to management and supervision in the departments effected for resolutions and ideas for continuous improvement.
- Accurate and timely claims billing/editing and processing per payer requirements.
- Reporting/daily balancing of claim submission/data entry/filing and other office duties.
- Daily Rejection reports assigned in which you identify causes for rejection, make necessary corrections and rebilling insurance.
- Effective communication established with management/supervision reporting unexpected issues as they arise.
- Knowledge of Medical Terminology and coding obtained for accurate claim billing.
- Maintains confidentiality of facility, and patient information in compliance with HIPPA.
Education
GED -
Alliance for Business and Training
Johnson City, TN01-1997
Skills
- Proficient in collaborating with diverse personalities
- Staffing and workflow oversight for 29 AMSAs
- Responsible for ensuring compliance with VHA requirements for keeping records and sensitive information secure
- Conducts regular internal medical records reviews to maintain appropriate medical records management procedures with EC Fax
- Advises Business Office Assistant Chief of Staff monthly on maintenance and/or disposition of documents in EC Fax incoming and outgoing folders
- Streamlines medical records using professional organizing techniques across Primary Care
- Provides ongoing general and specific training to staff related to medical records management ensuring all are trained on the maintenance, use, storage and disposition of the medical records within Primary Care
- Knowledgeable in VHA privacy regulations
- Proficient in information release protocols
- HIPAA compliance management
- Customer relations
- Documentation management
Timeline
Supervisory Medical Admin Specialist Primary Care
James H Quillen VA Medical Center
07.2023 - Current
Supervisor Specialty Dept
James H Quillen VA Medical Center
02.2023 - Current
Team Lead Specialty Dept
James H Quillen VA Medical Center
11.2021 - 02.2023
Advanced Medical Support Assistant- Whole Health Dept
James H Quillen VA Medical Center
02.2019 - 11.2021
Advanced Medical Support Assistant -Primary Care
James H Quillen VA Medical Center
04.2018 - 02.2019
Medical Support Assistant – Contact Center
James H Quillen VA Medical Center
12.2016 - 04.2018
Follow Up Representative
Mountain States Health Alliance
12.2009 - 12.2016
GED -
Alliance for Business and Training