Tonya Brooke Buckner-Potter
Wartburg
Summary
A dedicated team member who has had great success working with patients and creating positive experiences. Reliable, with 13 plus years of experience working in high-volume clinics and medical office settings. Experience as a Office Assistant within the Department of Health and Human Resources for the State of West Virginia. Experienced in a highly demanding environment, able to focus on the needs and demands of clients and office staff. Always willing to offer a smile and kind words to all clients no matter what they need. Willing and able to be a team player, I feel that your work environment is much like your home, we spend a great deal of time with those that we work with and great coworkers become like family. We must do our part to make our work environment pleasant not only for ourselves, but also the ones we share it with, no matter the role they play within a company.
Overview
16
16
years of professional experience
Work History
Patient Service Representative
Covenant Medical Group
Knoxville, TN
12.2025 - Current
- Managed patient scheduling, ensuring efficient appointment flow and minimal wait times.
- Facilitated communication between patients and healthcare providers to enhance care coordination.
- Processed patient registrations and insurance verifications accurately to maintain data integrity.
- Resolved patient inquiries and concerns promptly, contributing to improved patient satisfaction.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Took copayments and compiled daily financial records.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Office Assistant
State of West Virginia Department of Health and Human Resources
Danville, WV
04.2023 - 07.2025
- Responsible for a variety of administrative, financial, and service-related tasks, including receiving and scanning client statements and verifications, receiving and documenting payments for clients.
- Oversaw sorting and distributing office mail as well as keeping track of incoming shipments for corporate records.
- Greeted many visitors, including VIPs, vendors, and candidates for interviews.
- In charge of the daily calendar for supervised parent and child visitations.
- Maintained the highest level of professionalism when interacting with customers over the phone or in person to answer questions, provide general information, or direct them to the appropriate personnel.
- Oversaw both physical and digital filing systems, ensuring that records were well-organized and accessible to team members.
- Oversaw multiple phone calls daily for multiple departments within the office.
- General Daily Office Operations.
- Experienced in multiple line phone system.
Patient Service Specialist
Boone Memorial Health
Madison, WV
03.2010 - 04.2023
- Provided excellent and professional service to ensure patient satisfaction.
- Had professional interactions with patients, peers, and administration, which aided in the best patient care and understanding possible.
- Scheduled and confirmed multiple provider appointments and meetings.
- Handled patient and care-related concerns, liaising between the physician, the patient, and the insurance company.
- Oversaw patient scheduling, check-in, check-out, and billing payments.
- Kept track of provider schedules and scope of practice to organize and schedule appropriate care on an ongoing basis.
- Responded to insurance company correspondence to confirm the patient's coverage.
- Double-checked patient data such as insurance, demographics, and medical history to keep information current.
- Scheduled, rescheduled, and dealt with patient cancellations.
- Always followed strict HIPAA guidelines according to company policy.
- Oversaw processing patient payments as well as scanning identification and insurance cards.
- Organized paperwork such as charts and reports for office and patient needs.
Education
High School Diploma -
Scott High School
Madison, WV05-1997
High School Diploma - Accounting
Boone Career And Technical Center
Danville, WV05-1997
High School Diploma - Business Administration
Boone Career And Technical Center
Danville05-1997
Skills
- Patient scheduling
- Proficient in Thrive UK program CPSI system
- Understanding of medical terms
- Data collection and management
- Denied claims identification
- HIPAA compliance
- Advanced clerical knowledge
- Articulate and well-spoken, professional phone etiquette, multi line phone proficiency
- Customer service-oriented
- Insurance billing
- Multitasking and organization
- Patient check-in
- Payment processing
- Appointment scheduling
- Eligibility determination
- Medical insurance
- Medical billing
- Medicaid
- Verbal and written communication
- Typing 41-43 wpm
Timeline
Patient Service Representative
Covenant Medical Group
12.2025 - Current
Office Assistant
State of West Virginia Department of Health and Human Resources
04.2023 - 07.2025
Patient Service Specialist
Boone Memorial Health
03.2010 - 04.2023
High School Diploma -
Scott High School
High School Diploma - Accounting
Boone Career And Technical Center
High School Diploma - Business Administration
Boone Career And Technical Center