Kisha Smith
Atlanta
Summary
Dedicated and compassionate Case Coordinator with over 15 years of experience supporting military families in EFMP, Family Advocacy, and Claims Assistance. Proven ability to manage complex caseloads exceeding 50 while streamlining documentation and coordinating essential services for individuals with diverse medical, educational, behavioral, and developmental needs. Expertise in intake processes, case tracking, database management, and fostering multi-agency collaboration ensures comprehensive support tailored to each family's unique circumstances. Committed to enhancing the quality of life for military families through dedicated advocacy and resource management.
Overview
15
15
years of professional experience
Work History
EFMP Technician / Case Coordinator
Defense Health Agency – Exceptional Family Member Program (EFMP)
07.2024 - 06.2025
- Case management services for military families enrolled in the Exceptional Family Member Program (EFMP), supporting a caseload of 50+ families with ongoing medical, behavioral, and educational needs.
- Guide families through the EFMP enrollment process, ensuring all documentation, medical evaluations, and assessments are complete and submitted in compliance with DoD policies.
- Assist service members and their families during permanent change of station (PCS) moves by ensuring continuity of care and availability of required services at gaining installations.
- Liaise between Human Resources Command (HRC), military treatment facilities (MTFs), and community wraparound services.
- Conduct intake interviews and enroll clients in the Exceptional Family Member Program (EFMP).
- Database management and monitoring of ongoing case documentation.
- Guide families through the EFMP enrollment process, ensuring all documentation, medical evaluations, and assessments are complete and submitted in compliance with DoD policies.
- Liaise between Human Resources Command (HRC), military treatment facilities (MTFs), and community
- Performed transcription and ICD-9/10 coding.
Medical Support Assistant (OA)/ FAP Clerk
Department of Defense- Womack Army Medical Center – Family Advocacy Program (FAP)
11.2019 - 07.2024
- Provided comprehensive administrative and clerical support for the Family Advocacy Program (FAP), specializing in sensitive cases involving domestic violence, child abuse, and neglect.
- Conducted intake interviews and maintained confidentiality in the handling of personal and legal information.
- Managed active case files, ensuring accurate documentation, timely updates, and compliance with military and federal guidelines.
- Served as liaison between military command, law enforcement (MP/CID), and external civilian agencies to support case coordination and ensure mandated reporting.
- Maintained and updated electronic medical records (AHLTA, Revenue Cycle) and FAP databases; prepared incident reports, safety plans, and clinical case reviews.
- Scheduled appointments, tracked client services, and assisted with coordination of treatment plans and referrals.
- Supported clinical staff in organizing and documenting case review committee (CRC) and incident determination committee (IDC) meetings.
- Managed patient scheduling and appointment coordination for optimal workflow.
Medical Support Assistant / Scheduling Template Manager
Department of Defense- Womack Army Medical Center -Internal Medical Center
09.2018 - 11.2019
- Provided front-line administrative support in outpatient clinical settings, serving as the primary point of contact for patients, providers, and interdisciplinary staff.
- Managed daily scheduling operations for multiple clinics, ensuring appointment templates were accurately created, maintained, and optimized in accordance with access-to-care standards.
- Developed, adjusted, and troubleshot provider scheduling templates in CHCS/AHLTA, ensuring accuracy for efficient patient flow, patient schedule and provider conflicts, in compliance with military healthcare standards.
- Scheduled appointments for a wide range of specialties, including behavioral health, developmental, and medical services, while managing referrals and coordinating follow-up care.
- Handled patient check-ins/outs, insurance verification, and data entry with a high degree of accuracy and sensitivity to confidentiality.
- Provided guidance to clinic staff on scheduling protocols, troubleshooting errors, and maximizing appointment availability to meet operational goals.
- Supported Department of Medicine operations by coordinating with case managers, updating patient records, and assisting in the enrollment and reassignment process.
- Trained new staff on scheduling systems, customer service procedures, and documentation protocols to ensure seamless clinic operations.
- Coordinated patient appointments and managed scheduling for efficient clinic operations.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Managed patient scheduling and appointment coordination for optimal workflow.
- Facilitated communication between patients and healthcare providers to enhance service delivery.
Care Coordinator
South Coast Health, Savannah, GA
02.2018 - 08.2018
- Provided patient-centered care coordination for diverse populations, assisting with scheduling, referrals, and follow-up care across multiple specialties and providers.
- Served as a liaison between patients, physicians, and insurance providers to streamline communication and ensure timely access to care and resources.
- Assisted patients in understanding treatment plans, navigating insurance coverage, and connecting with community resources for medical and behavioral health needs.
- Maintained accurate and up-to-date patient records in electronic health systems (e.g., Epic), ensuring compliance with HIPAA and organizational policies.
- Collaborated with interdisciplinary teams to identify high-risk patients and support care plans that improved patient outcomes and reduced hospital readmissions.
- Provided exceptional customer service in a fast-paced outpatient setting, resolving issues quickly while maintaining patient confidentiality and professionalism.
Social Services Assistant
Department of Defense
03.2010 - 09.2016
- Assisted clients in accessing community resources and services to enhance overall well-being.
- Coordinated intake assessments to identify client needs and develop personalized service plans.
- Facilitated communication between clients, families, and service providers to ensure continuity of care.
- Monitored client progress and adjusted services based on feedback and changing circumstances.
- Assisted in the development of individualized service plans for diverse populations.
- Collaborated with multidisciplinary teams to enhance service delivery and client outcomes.
- Coordinated appointments between clients and essential service providers while remaining sensitive to individual scheduling constraints.
Education
Associate Degree - Human Services
Walden University
12-2016
Skills
- Case Management & Care Coordination
- ICD-10 Coding & Transcription
- Quality Assurance
- Revenue Cycle & EMR
- Database Management
- Microsoft Office & Excel
Timeline
EFMP Technician / Case Coordinator
Defense Health Agency – Exceptional Family Member Program (EFMP)
07.2024 - 06.2025
Medical Support Assistant (OA)/ FAP Clerk
Department of Defense- Womack Army Medical Center – Family Advocacy Program (FAP)
11.2019 - 07.2024
Medical Support Assistant / Scheduling Template Manager
Department of Defense- Womack Army Medical Center -Internal Medical Center
09.2018 - 11.2019
Care Coordinator
South Coast Health, Savannah, GA
02.2018 - 08.2018
Social Services Assistant
Department of Defense
03.2010 - 09.2016
Associate Degree - Human Services
Walden University