Summary
Overview
Work History
Education
Skills
Timeline
Generic

Crystal Legette

Hephzibah,GA

Summary

Driven professional known for having exemplary communication and collaboration skills. Highly trained Health Systems Specialist providing advice and assistance to employees on clinical matters. Offering a strong background in reporting, maintaining confidential data and implementing effective solutions.

Overview

19
19
years of professional experience

Work History

Health System Specialist/PEBLO

DEPT OF ARMY/ Eisenhower Army Medical Center
06.2012 - Current
  • Company Overview: This is a federal job
  • Counsel military personnel from all branches of the uniformed services, retirees and families being processed through Army Physical Disability Evaluation System (APDES).
  • Collected, summarized, and processed business and program specific information.
  • Prepared documents, correspondence, awareness information bulletins, databases, spreadsheets, graphs, and reports.
  • Maintains program databases and medical record related records.
  • Coordinate evaluation appointments answered telephone inquiries regarding programs; collected, sorted, and summarized business and programmatic information.
  • Prepared and maintained IDES certification and decertification files; generated, disseminated, and tracked completion of Annual Questionnaire requirements.
  • Assisted in preparing appeals and rebuttals.
  • Trained for environment, safety and health as defined in DOD standards.
  • Provide information on rights and benefits of personnel, retirees, and/or discharged for physical disabilities with or without severance pay.
  • Refer personnel to appropriate agencies to obtain counseling/guidance on benefits provided by Department of Labor, Social Security Administration and Veterans Affairs.
  • Train leadership installation on issues relevant to APDES.
  • Provide support for the development, implementation, and advocacy of health policy, procedures, guidance, and plans to ensure consistency and compliance.
  • Assess the organization's performance and identify gaps in the organization's ability to meet mission requirements and standards of services and products.
  • Coordinate healthcare operations to ensure organizational efficiency.
  • Write reports in regards to health care delivery programs.
  • Maintain databases for critical information and reporting in relation to clinically-based risk management and quality improvement initiatives.
  • Counsel military members to assist them with personnel programs and processes.
  • Counsel retiring or separating military personnel regarding their benefits and entitlements.
  • Upload case files or reports to an automated database.
  • Utilize automation systems such as Microsoft Office to collect, store and display healthcare and clinical related data.
  • Counsel employees on the process prior to their filing of a VA claim.
  • Uses clinical based information systems to conduct reviews and assessment of medial documentation and healthcare delivery.
  • Management and aggregation of Patient Safety reports to include review, risk stratification, investigation, and timely feedback to reporters.
  • Preparation of committee agendas, recording minutes, and submission of minutes through chain of command.
  • Assist the Patient Safety Manage in planning, development and implementation of clinically based program designed to provide high quality and safe patient care.
  • Explain personnel policies, standards, and guidelines to assist customers with questions.
  • Use software programs to prepare correspondence, compile statistical data, or complete forms explain practices, policies, and answer inquiries.
  • This is a federal job

Consult Management/Advanced Medical Support

Charlie Norwood VA Medical Center
12.2022 - 06.2023
  • Company Overview: This is a federal job
  • Processed consults within Community Care (CITC) for veterans needing care outside of the VA, scheduling appointments within VISTA, CPRS etc., including interpreting and verifying provider orders in accordance with VIIA national scheduling guidelines.
  • Successfully complete and maintain all required scheduler and soft skills training.
  • Assignments at level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing beneficiary travel, basic enrollment, eligibility, co-pays and pre-authorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
  • Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
  • Develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.).
  • This is a federal job

Health Systems Specialist

Dept of Army (Tripler Army Medical Center)
06.2012 - 07.2020
  • Company Overview: This is a federal job
  • Counseled military personnel from all branches of the uniformed services, retirees, and the Families of those being processed through the Army Physical Disability Evaluation System (APDES).
  • Creates and maintains schedules and appointments for the Service Members also administered psychological evaluations.
  • Ensured timely appointments were scheduled for Department of Army employees with internal and external providers to support DOD HRP requirements and psychological referrals, as needed; made notification to individuals; rescheduled appointments as required; coordinated flow of testing/evaluation results between internal and external providers.
  • Refer personnel to appropriate agencies to obtain counseling/guidance on benefits provided by the Department of Labor, Social Security Administration and Veterans Affairs (VA).
  • Maintain and safeguard both hard copy and electronic medical information.
  • Coordinates the processing of medical boards on personnel assigned to all branches of the uniformed services.
  • Provides information and advice on rights and benefits of uniformed services personnel being processed through the Army Physical Disability Evaluation System (APDES).
  • Coordinate evaluation appointments.
  • Assist in preparing appeals and rebuttals.
  • Provide information on rights and benefits of personnel, retirees, and/or discharged for physical disabilities with or without severance pay.
  • Trained leadership installation on issues relevant to APDES.
  • Provided support for the development, implementation, and advocacy of health policy, procedures, guidance, and plans to ensure consistency and compliance.
  • Assessed the organization's performance and identified gaps in the organization's ability to meet mission requirements and standards of services and products.
  • Coordinated healthcare operations to ensure organizational efficiency.
  • Provided reports in regards to health care delivery programs.
  • Maintained databases for critical information and reporting in relation to clinically-based risk management and quality improvement initiatives.
  • Counseled military members to assist them with personnel programs and processes.
  • Counseled retiring or separating military personnel regarding their benefits and entitlements.
  • Uploaded case files and reports to an automated database.
  • Utilized automation systems such as Microsoft Office to collect, store and display healthcare and clinical related data.
  • Counseled service members on the process prior to their filing of a VA claim.
  • Used clinical based information systems to conduct reviews and assessment of medial documentation and healthcare delivery.
  • Submitted Patient Safety reports to include review, risk stratification, investigation, and timely feedback to reporters.
  • Prepared committee agendas, recorded minutes, and submission of minutes through chain of command.
  • This is a federal job

Contact Representative/Admin/Physical Evaluation Board Liaison

DEPT OF ARMY/Eisenhower Army Medical Center(IDES)
06.2012 - 07.2020
  • Company Overview: This is a federal job
  • Coordinate with the Physical Evaluation Board Liaison Officer (PEBLO) and arrange for medical information from the Medical Service Treatment Record, Medical Evaluation Board (MEB) providers and Veteran's Affairs (VA) providers.
  • Prepared (MEB) documents for service member in preparation for attorney to include drafting legal outlines, preparing a variety of supporting medical documentation for use in legal hearings or briefings.
  • Presented legal pleadings for medical case hearings to physician facilitating the soldiers appeal or IPR.
  • Coordinated data management program for the US Army MEDPROS which includes: data entry, compilation, verification, and the generation of weekly, monthly and quarterly reports; utilizing a variety of automated systems for transitioning to civilian life.
  • Providing written and verbal instructions pertaining to each step of the disability evaluation system process.
  • Preparing and coordinating documentation for service members' medical service treatment records and disability evaluation boards; coordinate laboratory tests and ensure completion prior to scheduled appointments.
  • Counseled military personnel from all branches of the uniformed services, retirees and families being processed through Army Physical Disability Evaluation System (APDES).
  • Coordinate evaluation appointments.
  • Assist in preparing appeals, IPR's and rebuttals.
  • Provide information on rights and benefits of personnel, retirees, and/or discharged for physical disabilities with or without severance pay.
  • Conducted interviews to complete medical board, scheduled appointments.
  • Perform a variety of standard and non-standard clerical duties to coordinate travel arrangements, services, and medical appointments for patients and their Family members from distant areas of the geographical region.
  • Review disability laws to make recommendations to the assigned case attorney, coordinate with medical staff to ensure medical case is complete.
  • Brief clients and/or witnesses for administrative hearings.
  • Developed initial tentative conclusions as to appropriate referral sources or recommended treatment to the staff; prepared case folders, and incorporated notes in the various systems including (VTA) Veteran Tracking and Ides.
  • Based on my knowledge of internal IDES operating policies I provided training for over 30 employees on IDES process.
  • Provided identification and defined administrative requirements of specific technical, training and support areas for different acquisition programs and projects within IDES.
  • Provided information on available on and off-base resources and services available, such as those provided by the Family Support Center and community agencies.
  • Researched, collected, consolidated data in order to prepare reports and developed Administered assessment data collection instruments.
  • Participated with staff in the development of training and new educational curriculum with learning objectives and outcomes.
  • Maintained Physicians calendars, reviewed and updated admin policies, composed reports, records, briefing material, statistical and narrative material required to support organizational missions.
  • Developed training materials and facilitated training of over 60 MEB PEBLO's and Contact Representatives.
  • Maintained logs, reviewed medical records, analyzed medical conditions meeting and not meeting standards for medical board, utilized knowledge of medical and disability evaluation systems.
  • Served as the internal administrative support specialist for, MEDCOM/IDES Medical Evaluation Board.
  • Perform a variety of administrative duties, such as composing complex but non-technical correspondence, locating and assembling information for various reports.
  • Respond to requests for information, such as status of reports and staff actions, suspense dates for matters requiring compliance, and similar information.
  • Received and screen visitors and calls to the office, including high-ranking and prominent US and government military and civilian officials.
  • Schedule appointments and conferences for physicians without prior clearance from management, and use discretion in shifting appointments when necessary.
  • Manage logistical requirements identifying internal training office requirements, desired disposition of equipment, necessary supplies, and manage TDY/travel arrangements.
  • Track and maintain office supplies, coordinate with Travel Liaison for procurement and track command group expenditures.
  • Monitor and control incoming and outgoing staff actions by reviewing all hard copy and electronic traffic and ensuring grammatical and procedural correctness.
  • Collect, analyze and compile information required for participation at IDES senior level meetings, working groups, and for tasks.
  • This is a federal job

EEO Specialist

Eisenhower Army Medical Center
12.2012 - 06.2019
  • Independently coordinates or conducts investigations or inquiries as appropriate in to complaints filed with the OASAM EEO Office, in accordance with the DOL Secretary's Policy and Procedures for Preventing Harassing Conduct in the Workplace, DLMS-4, Chapter 700 and implementing guidelines, including but not limited to developing the investigative plan, identifying and interviewing witnesses, collecting evidentiary material, etc.
  • Conducts legal research on the basis of the harassment complaint in order to prepare a written report of findings.
  • Based upon the findings, prepares written recommendation for the OASAM EEO Manager under the policy.
  • Presents and recommends decisions on harassment complaints within the agency.
  • Provides technical assistance to agency officials, and complainants and their representatives, concerning harassment complaints.
  • Analyzes OASAM informal and formal discrimination complaints referred by the Civil Rights Center (CRC).
  • Reviews and makes recommendations to the CRC approaches to resolving or settling complaints during alternative dispute resolution or mediation.
  • Advises and assists managers and staff in OASAM and client agencies in processing reasonable accommodation cases and other issues arising under DOL Policy (DLMS-4, Chapter 306) and the Rehabilitation Act of 1973, as amended.
  • Independently performs all steps associated with processing and disposition of reasonable accommodation requests.
  • Develops and maintains an EEO tracking system which provides the status of all programs administered by the EEO Office for OASAM and client agencies.
  • Completes weekly, monthly, quarterly, and yearly status reports.
  • Coordinates preparation of required EEO related reports for OASAM and client agencies.
  • Conducts periodic EEO accountability reviews of OASAM and client agencies.
  • Assists in developing and implementing methods for review of OASAM and client agency policies, procedures, accomplishments and problems concerning diversity, including alleviating employment barriers associated with targeted recruitment efforts.
  • Conducts EEO accountability reviews of OASAM and Client agencies.
  • Prepares narrative and statistical reports assessing conformance to established EEO objectives and identifying problem areas with recommendations for corrective action.

At Home Agent

Gilot Incorporated/Independant Contractor
04.2006 - 05.2014
  • Responsible for patient account management including billings, tracking of outstanding receivables, collections, depositing of monies, and periodic reporting requirements for dental company SafeGuard.
  • Explained and answered questions regarding Third Party Collection Program (TPCP).
  • Assisted in completing insurance forms as needed, called insurance companies to verify insurance coverage, amount of coverage, existing rules and regulations pertaining to patient's policy, researched patient records, reconstructed incorrect or missing medical information required to prepare a valid insurance billing when data received is incomplete.
  • Code each bill based on current coding information, procedures, and guidelines of the insurance industry.

Technical Support Technician

Sutherland At Home
01.2010 - 04.2014
  • Delivered service and support to Turbo Tax clients using and operating automated call distribution phone software, via remote connection or over the Internet.
  • Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gathered customer's information and determined the issue by evaluating and analyzing the symptoms.
  • Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more.
  • Researched required information using available resources.
  • Followed standard processes and procedures.
  • Identified and escalated priority issues per Client specifications.
  • Redirected problems to appropriate resource.
  • Accurately processed and recorded call transactions using a computer and designated tracking software.
  • Offered alternative solutions where appropriate, with the objective of retaining customers' and clients' business.
  • Organized ideas and communicated oral messages appropriate to listeners and situations.
  • Followed up and made scheduled call backs to customers where necessary.
  • Stayed current with system information, changes and updates.
  • Assisted customers with technical issues also assisted customers with importing tax information from Quick Books.
  • Assisted customers with general tax questions.
  • Checked the status of income tax returns, Used all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum.
  • Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
  • Checked data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.

Social Service Assistant

DEPT OF ARMY Eisenhower Army Medical Center (Social Work)
09.2012 - 09.2013
  • Explained program services, requirements, policies and procedures to active duty service members enrolled in social work services at Fort Gordon. (Volunteer Position)
  • Counseled individuals and families regarding mental health, substance abuse, physical abuse, and rehabilitation issues.
  • Provided social work services, individual, and family therapy and referrals.
  • Administered and tracked client service payments.
  • Monitored and evaluated impact of social services on community.

Medical Support Assistant (PACT)

EL Paso Veteran Affairs
02.2011 - 06.2012
  • Company Overview: This is a federal job
  • Worked collaboratively in an interdisciplinary coordinated care delivery model. (PACT) Patient Aligned Care.
  • Communicated tactfully and effectively, both orally and in writing, in order to meet program objectives.
  • Managed primary clinics to include independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
  • Assisted in development of approved training to assist with the application of a facility-wide standardized training program for the Medical Support Assistants (MSA).
  • Participated in daily team huddles and weekly team meetings where patient care planning and management occurred.
  • Planned and assigned MSA's daily activities at El Paso VA.
  • Coordinated scheduling of appointments and flu clinics.
  • Performed a variety of administrative functions associated with patient care and treatment.
  • Knowledge of multiple electronic systems and current technology regarding imaging applications, VistA, CPRS, CHICS, AIILTA and Microsoft Office Applications.
  • Expert in comprehension of organization missions and operations, management objectives, practices and techniques necessary to assist in managing the organizations administrative support function.
  • Maintained quality performance as an MSA.
  • Knowledge of patient/doctor email and other clinical automated systems required on a daily basis.
  • Responsible for gathering and analyzing factual data, drawing conclusions and recommending solutions to various work situations and requirements.
  • Responsible for making appointments, assembling patient records, recording test results, relaying information regarding patient's condition, compile and submit data on patients treated, schedule follow-up appointments for patients from outlying medical treatment facilities in the El Paso VA.
  • Expert knowledge of VILA Directives for: VILA Outpatient Scheduling Processes and Procedures, VA regulations, System Redesign Principles, VISN policies, and local Medical Center Memoranda/policies, and standard operation procedures.
  • Responsible for scheduling and utilizing the Electronic Wait List (EWL) accurately and in a timely manner.
  • Interacted with patients and provided feedback to senior management.
  • Verified eligibility/entitlement for benefits of all applicants using various methods.
  • Knowledge of enrollment, eligibility, and beneficiary travel and responsible for accurately entering annual Eligibility/Means Test and completing registration for New Veterans, ensuring all paperwork associated with the above duties are properly routed for consistency review and scanning.
  • This is a federal job
  • Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
  • Interviewed patients to verify and update clinical and demographic records.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Minority Veteran Program Coordinator

El Paso Department of Veteran Affairs
01.2011 - 06.2012
  • Company Overview: This is a federal job
  • Promoted the use of VA benefits, programs and services by minority Veterans.
  • Supported and initiated activities that educate and sensitize internal VA staff to the unique needs of minority Veterans.
  • Targets outreach efforts through community networks.
  • Served as an advocate on behalf of minority Veterans by identifying gaps in services and making recommendations to improve service delivery within the El Paso VA facility.
  • Responsible for providing the full range of administrative laws, policies, directives and precedents applicable to assigned EEO case; conducted studies to determine manning and skill levels required to accomplish the mission; plan, organized and directed the functions and mentor, motivated the staff; analyzed, planned and adjusted work operations of one or more organizational segments to meet acquisition program requirements and objectives.
  • Reviewed documents for correct formatting and grammatical correctness in accordance with VA policies.
  • Maintained Internet and other web-based technologies to create reports, graphs and charts.
  • Coordinated conference room scheduling and synchronizing meetings while maintaining minutes for The Minority Veteran Program.
  • This is a federal job
  • Monitored programming trends to keep content relevant and up-to-date.
  • Developed new program and feature ideas for station.
  • Developed and recommended policies and procedures for evaluating programs.
  • Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
  • Developed proposals and operational plans within assigned area.

Enumerator

Census Bureau
04.2010 - 07.2010
  • Planned assignments by reviewing assigned area to determine organization of neighborhoods and locate households for conducting interviews.
  • Conducted interviews with residents maintaining stringent guidelines and confidentiality laws.
  • Created customized survey sheets or work on predefined surveys to gather census information, also conducted an extensive and thorough visual survey of areas to be covered during the census taking procedure.
  • Contacted individuals through telephone, email and in person to obtain pertinent data, physically traveled to residents' homes to interview them.
  • Explained the objectives of surveys and their procedures to provide Census Bureau awareness to be individuals being interviewed.
  • Applied quality control to verify information on survey forms and analyzed the authenticity of information provided to ensure the accuracy of information was annotated.
  • Identified and reported any issues that may arise while attempting to obtain valid data from local residents.
  • Compiled, recorded and coded information derived from specified forms into a predefined database.
  • Ensured local supervisor was kept abreast of completed assignments and progression.
  • Assisted people in filling out surveys with complete and accurate information.
  • Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
  • Reviewed questionnaire submissions for accuracy and completeness at end of each day, flagging incomplete or problematic surveys for further review.
  • Contacted interviewees to rectify survey issues and ask follow-up questions.
  • Double checked information on survey forms.
  • Dispensed assignments to enumerator team and submitted completed work to supervisors.

Eligibility/Production Support

ACS/Spherion
03.2008 - 03.2009
  • Scanned, received, and sorted incoming mail into office.
  • Responsible for analysis and quality assurance of incoming data.
  • Received and distributed incoming mail and materials.
  • Data entered all Medicaid applications for Virginia FAMIS program.
  • Verified applicant's information.
  • Received recognition for exceeding set goals.
  • Prepared complex reports for managed care organizations and insurance companies, ensuring full compliance with agency requirements and tight deadlines.
  • Reviewed and submitted applications for Medicaid recipients.
  • Identified and verified client data to make sure all information given was accurate.
  • Prepared cases for disposition for the Medicaid eligibility specialist.
  • Communicated medical concepts to patients using layman's terms to facilitate understanding.
  • Rapidly learn and master varied computer programs associated with the Medicaid Family Access to Medical Insurance Security Plan (FAMIS) program.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Education

Associate of Arts - Social Psychology

Park University
Kansas City, MO
06-2012

Skills

  • Organizational leadership
  • Health information systems
  • Human resources
  • Clinical research
  • Healthcare management
  • Public health
  • Patient safety
  • Health education
  • Quality improvement
  • Interpersonal and written communication
  • Organizational development
  • Administration and management
  • Effective customer communication
  • Operational policies and processes

Timeline

Consult Management/Advanced Medical Support

Charlie Norwood VA Medical Center
12.2022 - 06.2023

EEO Specialist

Eisenhower Army Medical Center
12.2012 - 06.2019

Social Service Assistant

DEPT OF ARMY Eisenhower Army Medical Center (Social Work)
09.2012 - 09.2013

Health System Specialist/PEBLO

DEPT OF ARMY/ Eisenhower Army Medical Center
06.2012 - Current

Health Systems Specialist

Dept of Army (Tripler Army Medical Center)
06.2012 - 07.2020

Contact Representative/Admin/Physical Evaluation Board Liaison

DEPT OF ARMY/Eisenhower Army Medical Center(IDES)
06.2012 - 07.2020

Medical Support Assistant (PACT)

EL Paso Veteran Affairs
02.2011 - 06.2012

Minority Veteran Program Coordinator

El Paso Department of Veteran Affairs
01.2011 - 06.2012

Enumerator

Census Bureau
04.2010 - 07.2010

Technical Support Technician

Sutherland At Home
01.2010 - 04.2014

Eligibility/Production Support

ACS/Spherion
03.2008 - 03.2009

At Home Agent

Gilot Incorporated/Independant Contractor
04.2006 - 05.2014

Associate of Arts - Social Psychology

Park University

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Crystal Legette