• Assists the Section Chief with overall health administration management, as it relates to the Health Administration Services, in the rapidly changing present and future health care marketplace in North Florida/South Georgia.• Independently supervises and manages the facility training programs for Medical Support Assistants. The Chief MAS ensures all policy and regulations are followed in scheduling appointments for Veterans.• Knowledge of the interrelationships and interdependencies among various medical and administrative services and programs.• Facilities the Organizational Awareness Initiatives by advocating the organization’s mission and functions, and how its social, political, and technological systems work and operates effectively within them; this includes the programs, policies, procedures, rules, and regulations of the organization.• Participates in the development and implementation of policies and procedures.• Possess leadership and communication skills to effectively collaborate with other departments such as Ophthalmology and other disciplines, including collaboration with other Section Chiefs throughout the North Florida/ South Georgia.• Responsible for the management of a continuous quality improvement program to evaluate quality, appropriateness, and effectiveness of administrative services provided throughout the service area.• Developing and fostering a robust network with internal and external stakeholders to build resilient working coalitions in support of the VA mission.• Has full authority to represent the Service Chief and Deputy Service Chief of HAS in the administrative matters.• Serves as the section Planning and Evaluator, who Organizes work, sets priorities, and determines resource requirements; determines short- term goals, and strategies to achieve them; coordinates with other organizations or parts of the organization to accomplish goals; monitors progress and evaluates outcomes.

• Plans and carries out personnel management training and development of employees.• Evaluates employees work performance; recommends selections, promotions, status changes, awards, disciplinary actions, and separations; plans, schedules, and coordinates work operations.• Solves problems related to the work supervised.• Develops and refines scheduling processes and training for NF/SG mental health MSAs.• Trains site staff in the VISN 8 Regional scheduling practices.• Applies discernment and sensitivity when performing required tasks, resolving issues accurately and timely.• Serves as a subject matter expert regarding scheduling practices.• Responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the patient.• Serves as the administrative oversight for the mental health regarding data consultation and advice for performance improvement initiatives.• Works in identifying and developing data required for use in the management and direction of the MSAs in the Mental Health Service Line.• Acts as liaison between various clinical directors and other team members of the Mental Health Service Line.• Develops procedures and systems for establishing, operating, and assessing the effectiveness of business operations within the Mental Health Service Line.• Performs labor mapping reviews and all other processes for the use and analysis of VA Managerial Cost Accounting (MCA) data.• Evaluates, processes, and makes recommendations for effective business and operational changes within Mental Health Service Line.• Other duties as assigned.

• Lead, directs, and coordinate the activities of the employees assigned to the Lake City V.A. medical center, and Lake city V.A. outpatient center. I oversee the handling over 1000 inbound and outbound calls to and from veterans weekly. Scheduling 1500-2500 VA Healthcare appointments weekly. Evaluate problems and complaints of the callers, train Advanced Medical Support Assistant’s (AMSA’s) on how to provide proper solutions and respond to the needs of the veterans utilizing VA’s law, directives, and regulations. Prepares administrative reports for Section Chief. Establish workflow charts, work standards, and provides staffing recommendations. Assist with clinic access, contingency plans, and staffing issues.• Provide administrative and supervisory duties to subordinates by assigning work, establishing priorities, and evaluating performance. • Performs scholarly research and works in the development of Medical Administration services courses for instructional training programs.• Conducts studies and performs analyses on the program implementation and the experiences collected from these learning activities that permit program improvement and assessing behavioral changes that affect the outpatient clinics.• Performs work involving modification of training courses that adapts to the learner and improves the learning experience.• Modifies the Primary care Outpatient course materials and plans for clerks.• Determine the need for additional subject-matter information and meets with representative of outside organizations to obtain it.

• Worked in coordination with clinical teams to schedule consults and appointments. • Reviews reports monthly to ensure information populated in all appropriate HRIS systems is consistent and accurate across the board.• Executes recurring enterprise-wide data cleanse efforts, often with short suspense dates.• Uses evaluative and analytical techniques to identify, analyze, and resolve problems within the position management and staffing arena through use of information systems.• Creates, updates, and maintains information for all VA appointment time slots, and vacancies. • Developed reference materials and instructional guidelines for training purposes; train and educate employees. • Followed up on pending and outstanding issues with multiple departments.• Monitored, corrected, and uploaded documents into various systems and programs.• Created documentation of trends and discrepancies to report to supervisor. • Reviewed documents for completeness and accuracy using various software applications. • Maintains patient's confidential records, copies, and file documentation.• Perform scheduling, canceling, re-scheduling of patient appointments and or consults.• Assures that all visitors and telephone calls are answered and referred in a prompt and courteous manner.• Identifies problems and develops workable solutions.• Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.• Retrieved reports and numerical data for use in preparing briefings. • Created, updated, and maintained information for enrollment, eligibility, and scheduling. • Explained policies and regulation changes to benefit programs orally and through writing. • Entered pertinent data such as demographic, insurance, and income information into VISTA/VSE. • Utilized VISTA, CRPS, VIS, VSE, and CTM to conduct eligibility functions.

• Served as a customer service representative and provided guidance on behalf of the National Cemetery Association (NCA).• Briefs families, funeral directors, service organizations, and the public on procedures for conducting funeral services and assists them in completing any forms.• Collaborates with the staff/managers to develop and implement policies, procedures, and guidelines which institute processes for work to run as effectively and efficiently as possible.Represents the National Cemetery Administration (NCA) and the Director of the National Cemetery, at all assigned committal services. Incumbent exercises a great deal of tact and diplomacy when dealing with the public and must be able to deal with people who may be under emotional duress.• Obtains pertinent military and other needed additional information on the decedent, to confirm burial status.• Advise and assist Veterans and their families with the NCA Pre-Need Eligibility Program. The Pre-Need Program focuses on providing determinations for Veterans, retired reservists and National Guard members, their spouses, adult dependent children, and certain parents of service-members killed in action (Corey Shea Act).• The incumbent will advise, coordinate information, review, and process Pre- Need applications on behalf of the Veteran with the NCA's scheduling and eligibility center. These Veteran interactions and actions may be during their normal duties at the cemetery and/or at outreach events.• Utilized ICARE values in person and over the phone to provide outstanding customer service. • Worked in coordination with clinical teams and medical centers to schedule appointments. • Reviewed documents for completeness and accuracy; scanned and entered into the electronic health record.