SHAWNIQUA HORTON
Marietta
Summary
Skilled Administrator and Para-professional with over 10 years of experience in motivating, training personnel, scheduling and communicating progress. Possesses impeccable written and verbal communication skills and excellent interpersonal skills.
Overview
25
25
years of professional experience
Work History
Lead Advance Medical Support Assistant
ATLANTA VA MEDICAL CENTER
ATLANTA, GA
01.2024 - Current
- Ensured high-quality customer service experiences aligned with VHA mission and ICare principles.
- - Interprets and communicates requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
- Managed appointment logistics by engaging with patients to confirm desired dates, enhancing overall coordination and patient experience.
- Analyzed and resolved intricate issues while managing potential dissatisfaction with VA services to avert congressional scrutiny and adverse media attention.
- Independently organizes responsibilities, adjusting workflow to effectively meet the needs of both team members and patients.
- Achieved accuracy in the review of active and pending consults, clerk orders, and scheduling notes. Enhanced administrative service coordination for veterans, family members, caregivers, and staff, improving overall support.
- Achieved compliance with scheduling policies and optimized patient information management. Enhanced insurance capture and improved pre-registration workflows. Elevated open encounter management to ensure seamless patient experiences.
- Educated staff on new policy and procedural changes, enhancing operational efficiency and adherence.
- Employed advanced systems such as Vista, GUI, CPRS, CTM, HSRM, PPMS, and RAS to streamline scheduling processes for demographic updates and medication requests.
- - Handles conflicts and customer issues constructively.
- Assessed patient consults and referrals, determining appropriate scheduling strategies.
- Managed office services to ensure efficient administrative and clerical support for both internal teams and external clients.
- - Works independently and as part of a team, setting priorities and coordinating work according to regulations.
- Achieved seamless patient interactions by managing check-ins and maintaining appointment schedules. Improved communication efficiency by promptly answering phone inquiries and relaying messages. Contributed to overall patient satisfaction through effective scheduling management.
- Managed resolution of local administrative complaints to ensure effective service delivery.
Lead Advanced Medical Support Assistant
ORLANDO VA MEDICAL CENTER / GAINESVILLE VA MEDICAL CENTER
11.2023 - 12.2023
- - Managed administrative transfer lists, leaf requests, return to clinic orders, and VAOS scheduling.
- - Provided exceptional customer services aligned with the VHA Mission and ICARE principles.
- - Interpreted and communicated VHA scheduling directives; coordinated appointments by patient input.
- - Resolved difficult problems and potential dissatisfaction with VA services.
- - Managed responsibilities independently, adjusting workflow and sequencing to meet team and patient needs.
- - Reviewed active/pending consults and scheduling tracking notes; coordinated administrative services for Veterans, families, caregivers, and staff.
- - Ensured compliance with policies in scheduling, patient info collection, insurance, pre-registration, and encounter management.
- - Conducted routine scheduling audits to ensure timely and accurate appointments.
- - Provided staff guidance on policy and procedural changes.
- - Utilized systems such as Vista, GUI, CPRS, CTM, HSRM, PPMS, RAS for scheduling, demographic updates, and medication requests.
- - Handled conflicts constructively; analyzed patient consults to determine significance and scheduling plan.
- - Coordinated office services, applied research methods, and exercised judgment to establish priorities and resolve complex matters.
- - Worked independently and self-directed, coordinating work according to established processes.
- - Greeted patients, answered phones, relayed messages, performed scheduling and check-ins, monitored delays, and resolved complaints.
Administrative Support Assistant / Secretary Manager
GAINESVILLE VA MEDICAL CENTER
GAINESVILLE, FL
12.2017 - 05.2021
- - Served as timekeeper for Director, Physicians, Nurses, Fellows; maintained personnel records, leave, and processed reports/forms.
- - Coordinated and prepared office services including records, invoices, reports, letters, financial statements using MS applications.
- - Managed daily administrative office operations, including staffing and scheduling adjustments.
- - Ensured quality of work, compliance with policies, and accurate patient scheduling.
- - Provided guidance, training, and orientation for staff; maintained employee/provider schedules.
Lead Certified Medical Assistant
SHANDS / UF PHYSICIAN
GAINESVILLE, FL
10.2014 - 12.2017
- - Took medical histories, prepared patients for exams, assisted physicians during exams.
- - Performed vital signs, point-of-care testing, lab specimen collection, basic lab tests, medication instruction and administration (injections).
- - Administered care in collaboration with providers and nurses, responded to medical emergencies, performed phlebotomy, wound care, ECGs, equipment setup.
- - Trained new staff on procedures, managed case load, delivered quality care, prioritized patient care, maintained confidentiality.
Phlebotomist Technician
QUEST DIAGNOSTICS
GAINESVILLE, FL
06.2012 - 10.2014
- - Performed laboratory support procedures, phlebotomy, specimen processing, patient care, and quality control.
- - Maintained patient records, equipment, and supply inventory; complied with departmental policies and standards.
- - Assisted with monthly statistics, data entry, and departmental clerical duties.
Phlebotomist Technician
NORTH FLORIDA REGIONAL HOSPITAL
GAINESVILLE, FL
11.2000 - 05.2014
- - Identified patients, collected specimens, maintained specimen integrity, performed tests and quality control.
- - Maintained safe work environment, equipment, and supplies; performed clerical duties and data entry.
Education
Virtual Aspiring Supervisor Program - Technical/Occupational Certificate
Orlando, FL01.2024
Bachelor’s in Healthcare Administration - undefined
City College
06.2016
Associate of Science - Certified Medical Assistant
City College
06.2013
Skills
- Customer Service
- Excellent team-building skills
- Communication
- Integrity
- Adaptability
- Leadership
- Time Management
- Detailed and Organized
- Resourceful, Flexible, Innovative
- Analytic Reasoning
- Result Orientation
AWARDS
Department of Veterans Affairs Annual Appraisal Award for Outstanding Rating, Department of Veterans Affairs Employee of the Month Award
Timeline
Lead Advance Medical Support Assistant
ATLANTA VA MEDICAL CENTER
01.2024 - Current
Lead Advanced Medical Support Assistant
ORLANDO VA MEDICAL CENTER / GAINESVILLE VA MEDICAL CENTER
11.2023 - 12.2023
Administrative Support Assistant / Secretary Manager
GAINESVILLE VA MEDICAL CENTER
12.2017 - 05.2021
Lead Certified Medical Assistant
SHANDS / UF PHYSICIAN
10.2014 - 12.2017
Phlebotomist Technician
QUEST DIAGNOSTICS
06.2012 - 10.2014
Phlebotomist Technician
NORTH FLORIDA REGIONAL HOSPITAL
11.2000 - 05.2014
Bachelor’s in Healthcare Administration - undefined
City College
Associate of Science - Certified Medical Assistant
City College