Mary Johnson
Dunlap
Summary
To obtain a position that will allow me to grow professionally and personally while utilizing my nursing, Telehealth Clinical Technician, and AMSA knowledge and skills in the medical administration field.
Overview
21
21
years of professional experience
Work History
Lead AMSA
VA VISN 9 Clinical Resource Hub
02.2024 - Current
- RESPONSIBLE FOR leadership of the advanced medical support assistants and FOR CLINIC COVERAGE (MANAGE MSA ASSIGNMENTS, WORKFLOW and troubleshooting).
- ADVOCATES FOR MY AMSAs INDIVIDUALLY AND AS A GROUP TO UPPER MANAGEMENT.
- Provides comprehensive and detailed on-the-job training to all new CRH AMSA, AS WELL AS REFRESHER TRAINING WITHIN THE CRH.
- SUPPORTS amsaS IN THEIR ROLES, OFFERING PRAISE, APPRECIATION, GUIDANCE WHEN NEEDED, AND RECOGNIZES AREAS OF WEAKNESS AND STRUGGLES PROVIDING THEM WITH LEARNING OPPORTUNITIES FOR GROWTH.
- EVALUATES CRH AMSAS FOR ADEQUATE COVERAGE AND SCHEDULING PRACTICES IN LINE WITH OUR NATIONAL SCHEDULING AND CRH SCHEDULING STANDARDS.
- MONITORS APPOINTMENTS, CONFIRMS ACCURATE AND TIMELY SCHEDULING OF APPOINTMENTS (REVIEWS DATA on OPEN ENCOUNTERS ACTIVE CONSULTS, PENDING RTCS REPORTS utilizing Supinator).
- ENSUREs THAT VISIT ENCOUNTERS ARE COMPLETED IN ORDER TO OBTAIN APPROPRIATE WORKLOAD CREDIT.
- GIVES GUIDANCE AND TEACHING ON msa SCHEDULING PRACTICES.
- KEEPS SUPERVISOR ADVISED REGARDING PERFORMANCE OF AMSAS, AS WELL AS PROBLEMS OR UNUSUAL CIRCUMSTANCES AND OFFERS RECOMMENDATIONS.
- Helps Amsas with workloads when needed.
- Ensures preparation for clinic launches are in PLACE (scheduling grid audits, tmp scheduling PACKAGES, service calendar blocks and clinic activations).
- Participates in primary care launches with grid and scheduling guideline reviews with spoke site AMSAs and MSA Supervisors.
- CONTINUES AS tmp GURU for the VISN 9 Clinical Resource HUB, AS LISTED IN DESCRIPTION UNDER crh amsa.
- National TMP Superuser and Mentor since 2023.
- ACTS AS A liaison AMONG MSA STAFF, PATIENTS AND OTHER INTERDISCIPLINARY STAFF TO RESOLVE CONFLICT, troubleshoot, AND ANSWER QUESTIONS.
- PARTICIPATES WITH LEADERSHIP IN RESOLVING COMPLEX PROBLEMS RELATED TO CONFLICT, JOB PERFORMANCE AND SCHedULING ISSUES.
- PARTICIPATES IN THE PROCESS OF DEVELOPING SPECIFIC sTANDARD oPERATION PROCEDURES (sop) FOR THE CLINICAL RESOURCE HUB AND EPERFORMANCE EVALUATIONS.
- Able to identify problems or opportunities in existing processes, create solutions and apply the solutions.
- Communicates effectively with team MEMBERS TO obtain the desired effect.
- Well developed skills in organizing work, DELEGATING Tasks, setting prioritIES and responsibilities in order to meet DEADLINES (ex. launches, scheduling consults and rtcs with in the mandated time frame).
- COMPLETES TASK ASSIGNED BY SUPERVISOR IN A TIMELY MANNER.
- Provides coverage for supervisors as needed.
- FAMILIAR AND COMPLIANT WITH HIPAA GUIDELINES IN REGARD TO EMPLOYEES AND PATIENTS.
- MOTIVATES MY TEAM BY HAVING A POSITIVE ATTITUDE, SHOWING RESPECT AND APPRECIATION.
- Graduated from the VASP (virtual aspiring supervisor program). A program through linkedin learning for veteran affair employees.
- InSTRUCTED ON: SUPERVISORY SKILLS THE BASICS (TMS), PERFORMANCE IMPROVEMENT PLANS: A LEADER’S GUIDE TO TURNING THINGS AROUND, CONFLICT RESOLUTION (TMS), EMPLOYEE CONDUCT: HANDLING AND DOCUMENTING ISSUES (TMS), INSTRUCTION ON FMLA, EMPLOYEES' RIGHTS AND RESPONSIBILITIES. (TMS), INTRODUCTION TO CERNER/EHRM (TMS), Instruction to EPAS (Employee Permission Access System).
AMSA
VA VISN 9 Clinical Resource Hub
03.2021 - 02.2024
- Knowledgeable in MSA practices, current scheduling guidelines, national telehealth protocols, VHA national telehealth directives related to clinic management, documentation, computer, and telehealth equipment technology.
- UNDERSTANDING OF THE CLINICAL RESOURCE HUB, ITS PURPOSE AND FUNCTION WITHIN THE VETERAN’S HEALTH ADMINISTRATION.
- Completes virtual visit test calls with patients as needed.
- Proficient in scheduling and verifying of return to clinic ORDERS, SCHEDULING AND MANAGING CONSULTS, AUDITING CLINIC SCHEDULING GRIDS.
- Direct scheduler for assigned specialty clinics (manages schedules on the spoke and Hub side).
- A float amsa for the clinical resource hub requiring knowledge in all scheduling areas, being able to prioritize work and utilize time management skills.
- Participates in new launch meetings giving an introduction to the tmp scheduling program and answering scheduling questions.
- ENSURES TMP PACKAGES ARE COMPLETED AND necessary TMP TRAINING/ACCESS FOR SPOKE SIDE AMSAS ARE COMPLETE AS WELL.
- Implemented scheduling practices with new clinic launches AND DIRECT SCHEDULING.
- PARTICIPATED IN FORMING PLANS FOR THE CRH IN THE FOLLOWING AREAS: CRH STANDARDS FOR CONSULTS (INTERTEAMS CONSULTS), STREAMLINING THE ADMISSIONS ELIGIBILITY SPREADSHEET, CRH SCHEDULING STANDARDS, EPERFORMANCE, PROTOCOLS FOR CRH VIRTUAL AMSAs IN REGARD TO TELEPHONE CONTACT WITH PATIENTS IN CRISIS, TRAINING/SHADOWING PLANS FOR NEW CRH AMSAS.
- AES (ALL EMPLOYEE SURVEY) CHAMPION: REPRESENTED THE ADMINISTRATION TEAM ON committee TO WORK ON SURVEY RESULTS AND PRESENT SUGGESTED IMPROVEMENT PLANS TO LEADERSHIP.
- WELL, developed critical thinking skills related to management of scheduling and patient care needs.
- Compares clinical resource hub and spoke site clinic schedules for accuracy.
- Registers new patients via vista register once.
- Knowledgeable in running and utilizing the following reports: Return to clinic orders, active consults, and open encounters.
- Proficient in numerous advanced patient systems AND APPS (Vista, Gui, TMP, VCM, CPRS, onenote, WEBVRAM, SECURE MESSAGING, IDENTITY MAnagement toolkit, TELEHEALTH MANAGEMENT TOOLBOX, MICROSOFT: teams, word, sharepoint, POWER POINT. consult tool manager).
- TMP GURU: leads training (group and individual) classes, proficient in creating and managing tmp scheduling paCKAGES, REQUeST/MANAGE ACCESS FOR TMP USERS, PROBLEM SOLVES FOR SCHEDULING/TECHNICAL ISSUES WITH TMP, FAMILIAR WITH AVAilable TMP RESOURCES. TRAINING INCLUDES CRH AMSAS AND SPOKE SITE AMSAS WORKING WITH THE CRH.
- Leads Bi-weekly “tmp talks” with CRH amsas providing updated information, review of scheduling techniques and problem solving tmp scheduling issues.
- PARTICIPATED IN TMP NATIONAL TESTING GROUP.
- PARTICIPATED IN THE NATIONAL USER TESTING FOR THE CLINICAL CAPACITY SEARCH TOOL DEVELOPMENT.
- Participant IN THE Telehealth management platform (tmp) field advisory committee.
- BACK UP LEAD CLINICAL RESOURCE HUB AMSA: RESPONSIBLE FOR CLINIC COVERAGE (MSA ASSIGNMENTS AND WORKFLOW), gIVES GUIDANCE AND TEACHING ON msa SCHEDULING PRACTICES, ACTS AS A liaison AMONG MSA STAFF, PATIENTS AND OTHER INTERDISCIPLINARY STAFF TO RESOLVE CONFLICT, CONFIRMS ACCURATE AND TIMELY SCHEDULING OF APPOINTMENTS, ENSUREs THAT VISIT ENCOUNTERS ARE COMPLETED IN ORDER TO OBTAIN APPROPRIATE WORKLOAD CREDIT.
- Advance knowledge of medical terminology.
- Strong Time Management Skills: organizes work, sets priorities, delegates tasks and responsibilities in order to meet deadlines.
- Communicates effectively with patients and all disciplines of staff.
- Trains/mentors new crh amsas.
- Experienced in new hire amsa interviews and best qualified scoring of resumes.
- Team player: supports co-workers by providing coverage, assisting with problem solving, sharing knowledge. and general help when needed.
- Certified in vatas time keeping (GOVTA). Currently a TIMEKEEPER for the Clinical resource HUB.
- Virtual care champion.
- InSTRUCTED ON: Leadership training and fundamentals of leadership training (tms), INCLUSIVE LEADERSHIP (TMS), LEADERSHIP EXCELLENCE (TMS), LEADERSHIP FUNDAMENTALS (TMS), LEADERSHIP STYLES (TMS), LEADERSHIP TRAINING (TMS).
LPN Telemental Nurse, Telehealth Clinical Technician (TCT)
TVHS VA Chattanooga CBOC
01.2019 - 03.2021
- Collaborates with Telehealth Providers and other interdisciplinary services in the development, implementation, and evaluation of patient care.
- Prioritization and coordination of patients seen in the clinic with minimal supervision.
- Proactively assists the telehealth providers with patients' needs.
- Triage patients’ needs to be seen by provider as routine, urgent, or emergent.
- Scheduling telehealth visits for both provider side and patient side appointments (trained in Vista scheduling, TMP AND GUI) which includes scheduling and processing new patient consults and RTCS.
- Checks patients into clinic, vitals when needed, introduces the patient to the telehealth modality and to the Telehealth provider.
- Possesses knowledge of VA and national Telehealth protocols and VHA/National Telehealth directives related to clinic management, documentation, and computer and telehealth equipment technology.
- Telehealth equipment maintenance.
- Problem solves technical issues with providers and patients in regard to telehealth appointments.
- Proficient in Virtual care manager.
- Performs VVC and CVT test calls with providers and patients.
- EKG certified.
- BLS certified.
- Certified in Tele retinal Imaging.
LPN Primary Care PACT
VA Primary Care Clinic (Contract CBOC)
11.2013 - 01.2019
- Proficient in standardized care/protocols for licensed Nurses.
- Lead LPN nurse trainer/mentor.
- Assist medical and mental health providers with the following: Rooming of patients, retrieving phone calls and assisting RN with triage Vitals/weights/abdominal girths.
- Injection and medication management such as Vivitrol, Testosterone, B12, immunizations, etc.
- Perform EKGs, Electronic charting (CPRS), Patient assessment of concerns on day of visit.
- PTSD, depression, and alcohol screenings - Notify medical and mental health teams of results.
- Patient education on medication and disease management for chronic medical and mental health conditions.
- TN CSMD compliance checks.
- Chart review for immunizations.
- Chart review for Opioid and Benzodiazepine compliance agreements and notify provider of met Requirements for refill requests such as UDS and follow-up appointments completed.
- Identify Veterans in crisis and notify RN.
- Assist RN with expediting hospitalization procedures of veterans at risk for suicide.
- Assist patients with set up of care coordination and at home-ordering blood pressure cuffs and accu chek machines.
LPN Private Duty
Elk Valley Health Service
01.2008 - 11.2013
- Experience with adult and pediatric patients.
- Responsible for total patient care.
- Ventilators, Tracheostomies, Feeding Tubes, Medication Administration.
- Communicates effectively with MD offices.
- Patient assessments.
- Self-motivated and directed.
- Provides social stimulation for patient.
- Charting hourly.
LPN Patient Care Coordination
Careall Home Health
08.2006 - 01.2008
- Responsible for scheduling of patient home visits and scheduling/coordination modalities of care (nurses, respiratory, physical therapists, etc.).
- Communication between MD offices and medical staff (new orders, change of orders, etc.).
- Assist patients with needs (prescriptions, medical equipment, etc.).
- Obtain insurance approvals/insurance billing.
- Update patient charts/ review patient charts.
LPN Private Duty Nurse
Elk Valley Health Services
11.2004 - 10.2006
Education
licensed pracrical nurse certificate -
Tennessee Technological Center
Crossville, TNhigh school diploma -
Sequatchie County High School
Dunlap, TNSkills
- Self-directed/self-motivated
- Team player
- Able to prioritize/multi-task
- Proficient in VISTA
- Strong critical thinking skills
- Exceptional planning and Leadership skills
- Organized
- Strong time management
- Excellent communication skills
- Telehealth Management scheduling Program (TMP) Guru
- Certified in VATAS Time Keeping
- Virtual care Champ/knowledgeable in VCM
References
- ASHLEY SCHERLEY, Program Support, VISN 9 Clinical Resource Hub, 216-278-1262, Ashley.Scherley@VA.Gov
- Kalli Hunt, Sprv Health System Specialists, VISN 9 Clinical Resource Hub, 502-294-6249, kalli.hunt@va.gov
- Joseph Jett, MSA Supervisor, VISN 9 Clinical Resource Hub, joseph.jett@va.gov
Activities
- Women’s Discipleship Leader, Ewtonville Baptist Church, 08/01/20, PRESENT, Leading/coordinating/organizing community outreach projects., Leading a women's weekly discipleship class on the doctrine of the Bible.
- Volunteer Nursery Coordinator, Ewtonville Baptist Church, 08/01/18, PRESENT, Responsible for coordinating/scheduling volunteers for nursery duties., Ensuring all safety protocols set forth by church leadership are met.
- Children’s Program Leader, Ewtonville Baptist Church, 08/01/17, PRESENT, Teaching children ages 5 to 12 once weekly on the doctrine of the Bible., Organizing activities and lessons.
Timeline
Lead AMSA
VA VISN 9 Clinical Resource Hub
02.2024 - Current
AMSA
VA VISN 9 Clinical Resource Hub
03.2021 - 02.2024
LPN Telemental Nurse, Telehealth Clinical Technician (TCT)
TVHS VA Chattanooga CBOC
01.2019 - 03.2021
LPN Primary Care PACT
VA Primary Care Clinic (Contract CBOC)
11.2013 - 01.2019
LPN Private Duty
Elk Valley Health Service
01.2008 - 11.2013
LPN Patient Care Coordination
Careall Home Health
08.2006 - 01.2008
LPN Private Duty Nurse
Elk Valley Health Services
11.2004 - 10.2006
licensed pracrical nurse certificate -
Tennessee Technological Center
high school diploma -
Sequatchie County High School