Joanne Dillard, Program Data Analyst Email & Phone Number

• Conduct special studies and/or analysis of patient experience data for Hampton VAMC from a variety of sources to include, but not limited to, Survey of Healthcare Experience of Patients, Veteran Signals, and Patient Advocate Tracking System Replacement; analysis includes qualitative and quantitative data and the identification of trends that present problems or are special interest to executive management• Upon review and in-depth analysis, best practices models, and creative program… Show more • Conduct special studies and/or analysis of patient experience data for Hampton VAMC from a variety of sources to include, but not limited to, Survey of Healthcare Experience of Patients, Veteran Signals, and Patient Advocate Tracking System Replacement; analysis includes qualitative and quantitative data and the identification of trends that present problems or are special interest to executive management• Upon review and in-depth analysis, best practices models, and creative program analysis techniques, provide written reports summarizing findings and methodology to increase organizational knowledge of customer experience issues• Prepare and analyze reports for Hampton VAMC service lines related to Veteran satisfaction issues for respective services• Perform a variety of special studies, investigating and evaluating facts and trends• Provide support for maintaining databases; partake in data validation activities that include analysis/validation of methodology• Respond to one-time or ad hoc data requests from various levels of Hampton VAMC, which may be coordinated with other members of the health care system and the supervisor• Manage the Hampton VAMC mobile application• Member, VHA Patient Experience Committee and Patient Experience (PEC) Measurement subcommittee; ensure alignment of Patient Experience surveys within VHA’s Patient Experience Enterprise-Wide 5-Year Plan, PEC Charter and provide support to the Organizational Health Council (OHC) with a cohesive, pro-active strategy for the VHA Patient Experience MeasurementContinuous Process Improvement• Flawlessly orchestrate the execution and continuous improvement of Patience Experience throughout facility using people, tools and processes, demonstrating ownership and bias for action• Prepare written reports that summarize research, analysis, recommendations, and implementation strategies Show less

Fort Eustis, Va

Provided a full range of program analyst support to the TRADOC Health Promotion (HP) Program Manager in the management, facilitation and implementation of the Headquarters Army TRADOC Ready and Resilient Council (CR2C) supporting the Army’s Public Health Center’s (APHC) health promotion objectives and the Army’s Health Promotion Policy (AR 600-63) and Enduring Personal Readiness Operational Order at the Army Command (ACOM) level• Performed data collection and analysis across 12-TRADOC… Show more Provided a full range of program analyst support to the TRADOC Health Promotion (HP) Program Manager in the management, facilitation and implementation of the Headquarters Army TRADOC Ready and Resilient Council (CR2C) supporting the Army’s Public Health Center’s (APHC) health promotion objectives and the Army’s Health Promotion Policy (AR 600-63) and Enduring Personal Readiness Operational Order at the Army Command (ACOM) level• Performed data collection and analysis across 12-TRADOC installations to identify a common operation picture of the Health of the Force within TRADOC to inform TRADOC leadership installation needs prior to planning, implementing, and evaluating existing policies and Commander Ready and Resilient Council (CR2C) functions designed to support TRADOC Commanders risk mitigation and strategic plans• Monitored implementation of protocols/procedural changes that support/integrate health promotion initiatives/processes across the TRADOC Field• Participated in multi-disciplinary teams that assessed risk, conducted needs assessments, and evaluated outcome measures at the installation level that helped shape the installation CR2C processes for TRADOC’s strategic objectives with respect to the Army’s Enduring Personal Readiness Campaign• Reviewed, interviewed, and selected TRADOC Health Promotion Program Assistants (HPPAs) at the installation level; provided on-boarding training, oversight, and management of selected individuals• Responsible for program implementation of the Community Health Promotion Council (CHPC), Board of Directors, and measures of performance and effectiveness to document delivery of the CHPC; initiated/updated the CHPC Charter annually• Established research methodologies, collected, organized, analyzed, interpreted, reported, communicated, and disseminated high quality data and information regarding installation characteristics, activities, operations, and program objectives Show less

Portsmouth, Virginia

• Facilitated all aspects of protocol development lifecycle with clinical trial investigators, key medial staff, International Review Board (IRB), regulatory and all other parties• Managed protocol implantation, site monitoring and critical between Clinical Investigation Division and investigators• Ensured all trails were conducted and completed in a timely/accurate manner in accordance with the Federal Drug Administration, International Conference of Harmonization, and Good Clinical… Show more • Facilitated all aspects of protocol development lifecycle with clinical trial investigators, key medial staff, International Review Board (IRB), regulatory and all other parties• Managed protocol implantation, site monitoring and critical between Clinical Investigation Division and investigators• Ensured all trails were conducted and completed in a timely/accurate manner in accordance with the Federal Drug Administration, International Conference of Harmonization, and Good Clinical Practice (GCP) guidelines• Provided necessary technical support to clinical care and research protocols at General Surgery, Cardiology, Neurology and Behavioral Health clinical sites Show less

Hampton, Virginia

• Monitored and reported patient access trends relative to the colorectal patient population. Assisted patients with insurance, job retention and debt resolution matters, review and interpret the level of benefit coverage for prescribed colorectal cancer therapies. Negotiated insurance coverage in both the public and private sector for prescribed treatments and pharmaceutical therapies relative to the treatment of colorectal cancer, including negotiating coverage for experimental and… Show more • Monitored and reported patient access trends relative to the colorectal patient population. Assisted patients with insurance, job retention and debt resolution matters, review and interpret the level of benefit coverage for prescribed colorectal cancer therapies. Negotiated insurance coverage in both the public and private sector for prescribed treatments and pharmaceutical therapies relative to the treatment of colorectal cancer, including negotiating coverage for experimental and investigation procedures on an individual basis. • Collaborated with providers to obtain pre-authorizations for prescribed treatments and therapies and broker resources to assure access to care for uninsured patients and to supplement the limits of insurance. • Aided in expediting applications for social security disability insurance (SSDI), social security insurance (SSI), State Children’s Insurance Program (SCHIPS), Medicaid and other social programs. • Prepared and submitted outcomes based on reports according to program specifications on a monthly basis. • Responded to all patients regarding treatment options and questions. Established rapport with potential clients, enabling to decide on utilizing case management services. • Verified diagnosis codes for medically necessary prescriptions. • Scheduled patient’s medical appointments, medical records and verified explanation of benefits (EOB) with major insurance companies. • Assisted in customer service with patients and also processing patient’s paperwork. Provided assessment of direct supportive services to patients lacking the ability and/or skill to maintain daily living situations. • Facilitated the use of community resources. Utilized and coordinated community resources to assist patients in activities of daily living. Performed weekly meetings with patients and families to assess nature and severity of needs. Coordinated legal, financial, and medical matters for patients. Show less

Hampton, Virginia

• Effectively led 15-member Conflict Resolution team in researching and resolving beneficiary and provider issues by using a wide source of reference materials to support their decision • Assisted the beneficiaries, network providers and the medical staff of the Military Treatment Facility (MTF) with any issues that required immediate assistance and resolution regarding patient care • Telephonically assessed and/or validated provider’s ability to see beneficiary within access standards… Show more • Effectively led 15-member Conflict Resolution team in researching and resolving beneficiary and provider issues by using a wide source of reference materials to support their decision • Assisted the beneficiaries, network providers and the medical staff of the Military Treatment Facility (MTF) with any issues that required immediate assistance and resolution regarding patient care • Telephonically assessed and/or validated provider’s ability to see beneficiary within access standards for MTF enrollees • Provided appointment-scheduling services for all MTF enrollees; maintained 96% of referrals to MTF or network providers to avoid heavy financial penalties • Assisted healthcare providers and hospital staff in facilitating authorizations, waivers, and referrals for members. • Navigated market guides and authorization grids to ensure proper payment of claims.• Possessed knowledge of health care finder services and provided beneficiaries with the availability of alternate resources when a service request falls outside the TRICARE benefits. • Provided advanced level of benefit analysis according to TRICARE coverage guidelines and HNFS Corporate Policies and Procedures. Functioned as a liaison between the beneficiary, the network providers, and the medical staff of the MTF to channel appropriate services to the MTF or network provider. • Assisted patients with appeal related questions, the appeals process and provide claims information. • Answered TRICARE related behavioral health questions and assist with provider locator services. • Explained TRICARE policy to providers and members for proper facilitation of processes. Show less

Hampton, Va

•Managed cash management team to process Tri-care retiree payments, sent out past due notices, and enrolled into the Tri-Care Prime Insurance Program•Researched and accurately completed health care authorizations•Provide daily and weekly statistical data and processing guidelines for the cash management team•Provided cost effective health care through Humana's provider network•Handled incoming physician ordered specialty referrals including ICD-9 coding/billing•Located… Show more •Managed cash management team to process Tri-care retiree payments, sent out past due notices, and enrolled into the Tri-Care Prime Insurance Program•Researched and accurately completed health care authorizations•Provide daily and weekly statistical data and processing guidelines for the cash management team•Provided cost effective health care through Humana's provider network•Handled incoming physician ordered specialty referrals including ICD-9 coding/billing•Located network physicians for active duty, retirees, and beneficiaries•Scheduled acute, routine, and follow-up care appointments•Completed care authorizations for claims payments•Experienced in enrollment process for Tri-care•Trained in medical billing/coding and terminology Show less

Project Management

Project Management Cohort Program - IVMF

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Business Administration; SLU Committee

Bachelor Of Science (B.S.), Political Science And Pre-Law

Political Science National Honor Society (Highest Honors)