Carla Griffith

• Demonstrated expertise in providing efficient and effective administrative patient support in a collaborative, interprofessional care environment.
• Implemented specialized administrative judgment and effectively utilized diverse clinical flow processes to optimize access to care throughout multiple clinics, specialties, and community resources.
• Implemented a range of communication channels such as phone calls, secure messaging, chat, text messaging and video, in collaboration with VISN programs, services and healthcare professionals to meet the needs of Veterans.
• Responsible for answering telephones, secure messaging and chat messages, relaying messages to appropriate staff inside or outside of the VISN CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Ensured seamless communication between patients, inter-professional care delivery teams, and VA medical centers.
• Managed patient scheduling by monitoring and adjusting appointments, while also entering accurate no-show data. Monitored appointment requests from various electronic platforms ensuring timely responses.
• Obtained medical information from patients and processed medication refill requests.
• Checked electronic health record and medical records daily, consulting with other MSAs and/or VISN CCC staff during huddles to assess daily needs of the department.

• Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
• Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
• Managed high call volume, addressing Veterans inquiries and concerns with professionalism and empathy.
• Provided exceptional customer service to Veterans, visitors, and colleagues, fostering a welcoming environment at all times.

• Assisted multiple managers and teams, including professionals from various fields, both on-site and

remotely.

• Utilized multiple automated case management systems to validate, input, assign, transfer and close cases.
• Verified case controls for completeness and accuracy to ensure adherence with established protocols and formats.
• Ensured consistency in case reports by identifying and resolving any discrepancies.
• Protected the Government's interest while monitoring time-sensitive data for deadline adherence and made timely alerts to group manager & tech staff.
• Analyzed and resolved payments and account discrepancies.
• Retrieved data from automated systems and produced various reports and technical material.
• Generated correspondence, reports, forms, requisitions, personnel action requests and legal documents utilizing software programs.
• Reviewed outgoing correspondence for proper format, grammar, punctuation, and spelling.

• Successfully handled all aspects of intake and patient registration.
• Scheduled Primary Care, Specialty/Subspecialty, and Radiology outpatient visits within Grady Health system.
• Optimized scheduling function in computerized, high-volume workplace.
• Ensured accuracy while entering patient demographics in the hospital's database, confirmed third-party payers' information, and secured visit or procedure authorizations.
• Professional liaison between staff, hospital personnel, medical staff, and physician offices.
• Transitioned to remote work in March 2020.

• Demonstrated exceptional organizational skills by efficiently triaging a large number of calls and promptly relaying important information to medical professionals.
• Managed patient check-in, checkout, and co-payment collection.
• Scheduled patient appointments including consultations, lab tests, x-rays, CT scans along with other specific procedures.
• Ensured timely and efficient referrals for individuals seeking medical attention from a range of specialists.
• Managed and organized physician schedules for maximum productivity in appointments, meetings,

conferences, teleconferences, and travel.

• Maintained patient protected health information confidentiality.
• Performed non-clinical duties in adherence to established methods and guidelines.

• Triaged high volume calls, recorded and transmitted messages to physicians or appropriate staff.
• Performed front office duties which included check-in, check-out, verifying benefits, collecting co-payments, obtaining authorizations and pre-certifications for visits, procedures, and diagnostic tests.
• Scheduled appointments for consultations, x-rays, lab tests, MRI's, CT scans, and procedures.

• Provided administrative support to the Chief of Surgical Oncology, Vice Chair of Outpatient Services, and the Divisional Manager
• Team Lead - Served as an intermediary between upper management and administrative staff
• Assisted in the planning and logistical coordination of meetings, office activities, and conferences
• Managed physician on-call and vacation schedules
• Arranged travel, prepared travel reimbursements and expense reports
• Performed Front Office duties, which included patient registration, check-in and check-out, insurance verification, collected co-payments, and deposited funds via online billing system

• Provided support to multiple account teams in the execution of client programs
• Played an active role in coordinating and implementing daily account activity on behalf of the client
• Collaborated with Account Executives on written materials including pitch letters, status reports, briefing books, biographies, memos, fact sheets, and press releases
• Assisted with logistics for meetings and events, and arranged team and client travel
• Accurately completed travel and expense reports and submitted for timely processing
• Accomplished daily administrative tasks including media monitoring, and online research

• Provided administrative support in PATH Disease Management
• Ran daily reports via an online health information management system to identify candidates for the disease management program
• Contacted candidates to explain the disease management program in detail, and to encourage program participation
• Created and maintained tracking logs via Microsoft Excel for program compliance
• Produced monthly statistical reports on the PATH Disease Management Program
• Sent mass educational mailings to program participants and tracked patient satisfaction
• Organized program materials and created new processes to improve workflow
• Provided special care with elderly or apprehensive candidates to fully explain the benefits of participation, and increased program enrollment

• Provided administrative support to the Director of Coordinated Care
• Assisted providers and subscribers with eligibility inquiries
• Received and routed time-sensitive correspondence
• Produced monthly statistical reports on Coordinated Care customer service
• Increased department productivity by 10% utilizing a variety of office software
• Consistently met or exceeded performance standards set by the department