Mercy Eleanya

HIPAA Certified Medical Virtual Assistant with clinical operations and MLS background. Experienced handling inbound/outbound patient calls, appointment scheduling, insurance verification, and medical documentation using Epic EHR. Process 50+ patient files daily with 99% accuracy. Excellent phone etiquette and medical terminology. Proven in lead follow-up, appointment conversion. Seeking remote role to support healthcare providers.

Clinical Operations Specialist / Medical Laboratory Scientist - Medical Centre, Michael Okpara University - Umudike, Nigeria

(2019-11)

Patient Scheduling

• Conduct inbound/outbound calls to follow up on patient inquiries, with confidentiality-compliant phone etiquette.
• Schedule and coordinate 20+ patient appointments weekly across Outlook/Google Calendar. Book, cancel, reschedule to optimize clinic flow and reduce no-shows.
• Perform missed visit follow-up: Proactively contact patients to reschedule missed appointments, improving retention and patient satisfaction rates.
• Perform front-desk triage: new patient intake, explain care plans, collect medical history, and act as liaison between patients and provider.
• Upload and manage 50+ patient documents daily within EHR system. Verify documentation completeness, consent forms, and maintain PHI confidentiality.

Laboratory Manager - Jordan Medical and Diagnostic Laboratory - Aba, Nigeria

(2013-12 - 2014-12)

• Managed patient intake, record keeping, and billing documentation across EHR and email systems.
• Ensured turnaround times and system hygiene while maintaining confidentiality standards.

Bachelor of Medical Laboratory Science - Medical Laboratory Science - Ebonyi State University (2012)