Plan and direct programs in call center and full responsibility for supervising the MSA team.Delegate and evaluate the work of the MSA team; resolving complex problems while ensuring patient services are met.Participate in daily team huddles and weekly team meetings.Perform all related duties, customer service, and other duties assigned for the proper and timely treatment of patients and assure appointment schedule are maintained by MSA staff.Screen/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established processes.Establish important interface with the assigned call teams and liaison between those services Specialty, Patient Aligned Care Team, and Health Administration Service to provide a range of administrative support.Plan meetings and trainings to discuss work problems, adoption of new work processes, and in-service training. Gather input from staff, formulate training plans for all new employees and refresher training for existing employees.Schedule and encourage participation of employees in various Medical Center training programs and career development courses. Coordinate and establish standardization written procedures and special instructions for non-routine and complex assignments for clinic staff.Extract and analyze data to provide reports to senior management in support of tracking measures.Train staff on the requirements of VHA scheduling directives and complete accurate scheduling responsibilities.Maintain training folders on assigned employees, assigns training lead and reviews training progress frequently during performance period. Provide briefings and training when needed or as directed by management.Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.

Owner of Clyde's Creative Wood Designs - In operation since 2007.- Manage business operations, project requests, workflow, and production of project operation for quality customized woodwork: Specializing in Wall Art, Plaques, Military Hatboxes, Signs and more.Primary Goal & Objective: To provide a "One of a Kind" Art Piece and superior customer satisfaction!Create a product uniquely tailored to the specifications of the client.Create and design graphics using Microsoft Excel, Adobe Illustrator, and other graphic and design software.Operate, set up, and maintained machinery including table saws, joiners, shapers, radial arm saws, band saws and hand tools.Read, measure, and cut material to size from schematic drawings.Operational use of CNC Router and Laser Engraver.Produce projects from rough lumber to finished goods.Load and unload building materials.Satisfactorily completed all projects with no incident reports.Execute exceptional customer service and ensure product quality.Engage in project consulting and assist with customer questions and concerns.Manage production schedule as well as purchasing and shipping logisticsUtilize various wood and hardware for manufacturing hand-crafted designs.Inventory of materials.General and finish sanding.Apply precatalyzed finishes such as sealers, primers, stains and lacquers.Operate within safety guidelines and standards.Prepare cost estimates and financial reports for administrative records.Develop diverse marketing strategies to increase sales and build brand awareness.Clyde's Creative Wood Designs... "WHERE WOOD IS OUR GREATEST EXPRESSION!"

Reviewed and analyzed claims to determine if diseases, illnesses, and/or injuries were incurred or aggravated by military service in the line of duty for purposes of compensation, treatment or hospitalization.Assured proper application of the Rating Schedule, Federal Laws, and applicable Agency Guidelines, Policies, and Instructions.Fully accountable for proper analysis, appropriate development, and final rating determinations related to benefit entitlements and compensation.Researched medical literature and conditions related to case assessments.Provided consultative advice and assistance to other Veterans Service Representatives.Participated in meetings and training sessions and lended expertise in developing Veterans Service Representatives' skills as they relate to evidence gathering for rating decisions.Prepared correspondence to members of Congress and special interest groups on case assignments and other "controlled" correspondence.Consulted with other VA Health Administration and other Healthcare entities related to case files and gathering required evidence necessary for case/claim assessment.Acted as an advocate for Veterans and their beneficiaries in their dealings with other VA elements and organizations that affect their claims.

Supervised 7 Medical Support Assistants.Utilized knowledge of eligibility for VA medical care, priorities for care, release of information, Health Information Portability and Accountability Act (HIPAA) Laws, and the Medical Fee Basis programs.Provided information about VA Medical Care Cost Recovery Program to patients regarding insurance data collection and revenue collection.Ensured confidentiality of a patients personal and medical information.Utilized the organization's rules and regulations governing confidentiality, (Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C. 7332).Compiled data from prescribed sources; searched for records, files, or electronic data banks to locate information needed, and verified information.Functioned in and interacted with various clinics throughout the organization.Applied policies and procedures associated with operational activities.Provided supervisory medical administrative support to one or more outpatient clinics and serving as an integral member of the outpatient clinic team to effectively carry out administrative operations of the clinic.Assured accurate appointment management and coordinated administrative information between staff and patients. Updated and verified demographic information, scheduling appointments, collecting insurance information, administratively managed consultation requests and the electronic waiting list, and notified patients of appointments.Exercised skills in conflict management and resolution. Consulted with patients regarding their customer service experience and manage expectations of daily encounters and conflicts.Engaged in service recovery for dissatisfied patients.Managed daily time, attendance, and certification of timecards.Provided supportive information to justify manning/staffing for service line Strength Report. Reviewed candidate resumes. Interviewed candidates. Selected best candidates for hire.Insured staff training was current.

Primary Responsibility: Consult management for private sector healthcare between the VA and Private Sector Healthcare Facilities. Managed the daily operation and staffing needs for VA Community Care. Daily assigned consults workload to employees. Monitored work productivity and periodic audits of completed work.Communicated in writing with Peers, Subordinates, Upper Management, Clinical, VA Hospital Staff, and private sector Healthcare facilities using the phone, Microsoft Outlook and Instant Messaging. Communicate in writing with veterans and their family members by phone.Utilized all available resources i.e. VA Scheduling Policies and Procedures, VA Community Care Standard Operating Procedures to effectively address daily encounters when agents need assistance with dissatisfied veterans.Conducted training for 30 or more staff members navigate and operate Microsoft Outlook, Instants Messages, Health Eligibility System, VISTA, CPRS, DOMA, FBCS Authorization, Records Management, and Funding.Conducted training for new and current staff members for system and program access, handling, and processing community care consults. Assisted staff members when they have difficulty and need assistance with problems related to phone encounters with veterans, family members, medical staff, or process changes.Reviewed and monitored data related to the daily performance of VA Community Care staff. Reviewed department reports and data for accuracy and completeness. Ensured that agents are scheduling within the guidelines of the VA’s Scheduling Policy and documenting appropriate comments when veterans meet the eligibility criteria for the Veterans Choice Program and making sure that the veteran understands.Managed time and attendance in VATAS for Supervisor approval for Regular Time, Over-time, Comp Time, and Leave. Conducted training for 60 staff members for Time & Attendance and Leave Policy.

Pre-Development of veteran's benefits claim.Explained benefit programs and entitlement criteria, conducts interviews, identifies issues, gathers relevant evidence, adjudicates claims, and inputs data necessary to generate the award and notification letter to the veteran.Primary contact for the veteran and his/her representative or advocate and the decision-maker for compensation or pension claims. Explain the full range of VA benefits and all related programs. Determined eligibility for the type of benefit sought and fully analyzes, develops, and requests required evidence for certain claims requiring a rating decision.Decided the necessity for and type of examinations, reexamination or opinions to determine the existence of or to evaluate disabilities resulting from diseases or injuries. Develops comprehensive requests for these examinations/opinions to ensure appropriate evidence is received from which to adjudicate the claim. Prepared correspondence to members of Congress and special interest groups on case assignments and other "controlled" correspondence. Review all correspondence to private attorneys; acknowledges and revokes designations for private attorneys.Utilized various electronic data processing (EDP) systems for inputting data related to claims adjudication, processing, monitoring, and correspondence preparation. Advocated for veterans and their beneficiaries in their dealings with other VA elements and organizations that affect their claims.

Supervised 30 Call-Center Agents and train all new incoming personnel.Managed daily staffing of Call-Center personnel. Coordinated and managed work flow, set priorities, and follow up on pending issues and provide feedback to Call-Center Agents and Upper Management as needed.Reviewed and monitored data, patient information, and department reports for accuracy and completeness.Provided daily problem solving for daily Call-Center operations and encounters for technical and situational issues faced by Call-Center Agents. To handle, resolve, and escalate those issues to other supervisory staff when appropriate.Monitored, scheduled and rescheduled patients for treatment.Interpreted and verified provider orders as appropriate. Obtained medical information from patients, documented this information accurately in the appropriate system and communication accurately and timely to the appropriate clinician, pharmacy representative or team.Verified and updated demographics for every call received. Prioritized calls and making decisions based on caller needs. Hand-off calls to the RN for patients/callers that potentially have an emergent or urgent need.Communicated non-symptom messages for patients with their Patient Aligned Care Teams, specialty care teams and Pharmacy representatives.Sent secured messages using Telephone record Management Plus (TRM Plus) and Microsoft Outlook on behalf of the patient.Professional Standards Board Participant for review of new employee application/resume for selection of Medical Support Assistants GS-6 and below.Department Time-Keeper and alternate Time-Keeper for 2 other Call-Center sites.

Managed appointment scheduling system, notification, and recall of mental health and substance abuse program patients. Performed release of information duties both inpatient and ambulatory care. Requested medical information from other facilities. Coordinated consultations with internal and external facilities. Screened and referred telephone calls to appropriate areas.

The Department of Veteran’s Affairs Chief Business Office’s Health Eligibility Center serves as the National Service Center for registration, enrollment and eligibility activities and serves as the business owner for administrative information systems supporting the delivery of VA health care benefits. The Health Eligibility Center achieves VA’s Gold Standard of honoring America’s veterans by providing accurate and timely health care eligibility and enrollment determinations and accurate, responsive and respectful customer service.Managed the daily review and processing of veteran's health eligibility and enrollment into the VA's health system.

Medical Administration and Healthcare Contracting as a Contracting Officer’s Representative (COR) with oversight of 5 Healthcare Contracts: Godwin Company, RGB Group, Columbia-Arora Joint Venture, Quest Diagnostics, and Netsis Company.Managed contracts valued at $28M; over 250 contract medical employees consisting of General Physicians, General Dentists, Registered Dental Hygienists, Certified Dental Assistants, Certified Medical Technicians, Pharmacists, Pharmacy Technicians, Psychologists, Physician Assistants, Registered Nurses, Medical Records Technicians, and Optometrists.Verified Quest Diagnostics Laboratory Invoices and Ceramic Arts Dental Laboratory Invoices for accuracy and completeness and to approval process for payment. Reviewed and processed over 70 monthly invoices totaling over $28M in contract healthcare services.Conducted technical reviews for 50 healthcare contract proposals for new contract.Reviewed and evaluated 200+ healthcare contract workers resume/credential packages for potential hire.Performed annual cost/benefit analysis of budget and contract personnel.

Career Specialist managing Human Resources by providing qualified individuals for placement into the United States Coast Guard. Participated in regular Career Fairs at High Schools and Colleges throughout Orange County California. Conducted CG job presentations and individual classroom lectures for military careers.

Epidemiology, Biostatistics, Public Health Policy, Public Health Law, Public Health Program Research, Public Health Program Evaluation, Public Health Program Implementation.

Managed the daily operations of the ship's medical department - providing healthcare services for 100+ ship's personnel. Provided outpatient services, immunizations, health & sanitation inspections of the Food Service Facility and Living Quarters. Deploying from the Waters of New England to the South Atlantic and Caribbean. Presented daily & weekly reports giving to the ship's Executive Officer as to the status of personnel on the sick & injured list. Provided sound medical recommendations and treatment plan for the ship crew and any migrants that we encountered to the ship's command and shore-side Medical Officer and Flight Surgeon. Conducted training (CPR & First-Aid) to on-board personnel and providing health record checks and updating immunizations. Budgeted, balanced, and maintained the ship's medical supplies and medications. Managed ship's occupational medical surveillance and evaluation program.Gathered Communicable Disease Intelligence Data and drafted written reports based on findings; briefed Command Staff & personnel on potential disease threats in various foreign ports-of-call. Conducted food borne, water borne, and communicable disease outbreak investigations. Conducted daily potable water testing and heat stress monitoring.Coordinated and facilitated medical and dental appointment with the CG Boston Clinic and local Medical and Dental facilities for treatment beyond scope of care. Maintained over 250 medical records of Active Duty personnel for a period of 3 years.Tricare Health Benefits Advisor

Managed the daily operations of the base medical department - providing healthcare services for 100+ base personnel.Provided outpatient services, immunizations, health & sanitation inspections of the Food Service Facility and Living Quarters. Presented daily & weekly reports to the base Executive Officer as to the status of personnel on the sick & injured list. Conducted training (CPR & First-Aid) to outlying units and providing health record checks and updating immunizations. Coordinated and facilitated medical and dental appointment with Naval Hospital Charleston and local Medical and Dental facilities for treatment beyond scope of care. Maintained over 600 medical records of Active Duty & Reserve personnel.Tricare Health Benefits Advisor

Managed the daily operations of the Search & Rescue Station's medical department - providing healthcare services for 69 station personnel & 10 personnel of the Aids to Navigation crew. Provided outpatient services, immunizations, health & sanitation inspections of the Food Service Facility and Living Quarters). Presented daily & weekly reports giving to the Station's Executive Petty Officer as to the status of personnel on the sick & injured list. Conducted training (CPR & First-Aid) to onboard personnel and providing health record checks and updating immunizations. Coordinated and facilitated medical and dental appointment with the local Medical and Dental facilities for treatment beyond scope of care. Maintained over 100 medical records of Active Duty & Reserve personnel.Tricare Health Benefits Advisor

Health Services Technician - Clinical care and ancillary services to include outpatient treatment, urgent care, x-ray, physical exams, medical supply, medical records, and front desk management. Base has several tenant commands and homeport to four 378 ft High Endurance Cutters (Ships). Clinic services a patient population 900+ Active Duty & Reserve personnel.

Daily preventive maintenance on the units small boats and maintaining the intercoastal waterway buoys, day boards, range lights, and light houses. HAZWOPER Training.

Basic Training