Administrative Officer Deputy Chief

Gloria Lynn Thomas

*** ***** **** • Colonial Heights, VA 23834 • (804) 926– 3054

SUMMARY

I am an energetic, self-motivated, team-oriented professional committed to provide and improve the quality of care here at the Central Virginia Health Care System. I adapt easily to new situations, work effectively in high-pressure, fast-paced environments and enjoy a challenge while maintaining a high standard of performance and professionalism at all times. Major strengths: time management; conflict management; process/program designing, planning, development, implementing, and evaluation; data collection, analysis, evaluation, and consolidation; regulatory compliance/guidelines and advisement; multitasks with checks and balances.

EXPERIENCE

Veteran Affairs Medical Center – Hunter Holmes McGuire – Richmond, VA 40 Hrs

Administrative Officer – Deputy Chief of Staff 10/2015 – Current

Administrative Officer reporting to the Deputy Chief of staff and his services lines (Chief of Clinical Command Center and Clinical Informatics).

Primary Roles and Responsibilities:

oAssist in the administrative process, monitoring, assessment, and evaluation of hospital-wide implementations, initiatives, projects, and infrastructure changes as it relates to the COS’s services, Clinical Command Center and Clinical Informatics. Provide supportive administrative recommendations to facilitate expeditious leadership decisions making, systemic changes, infrastructure reorganization and realignments, and project execution. Analyze, interprets, researches, prepares, and presents comprehensive reports with recommendations for continuous improvements.

oProvides administrative support, data, reports, and assistance for executive leadership to facilitate informed management decisions in developing facility patient care strategic plans.

Review and evaluate assigned processes and procedures for efficacy and efficiency with recommendations for improving clinical performance programs supported with best practices for patient access and care standards. Collect and analyze data trends and reports identifying causal interrelationships between areas under review and its impact on clinical operations and practice with consideration to quality, safety, efficiency, efficacy, and sustainment and recommendations in resource allocation. Responsible for established implementation of personnel administration including knowledge of personnel operations including position classification, employee relations, benefits, grievance procedures, performance standards, and disciplinary actions. Process FTEE services and class assignments, review and certify labor mapping per each pay period. Strong working knowledge as an administrative lead in administering programs concerning such matters as drafting recruitment and position management packages, assembling, and coordinating staff performance evaluations, drafting and coordinating approval of special contribution awards, equal opportunity, merit promotion and performance rating submittals. Ensuring that all personnel actions are processed in a timely manner according to Human Resource guidelines. Represents management at position and resource management meetings, provides information, and submit requests and resolve problems that may arise and assures management officials are familiar with the approval status of submitted request. Expertise in computer and data management software and VA databases to include: Clinical Practice Management Dashboard, VISTA, CPRS, Clinical Access Index, Access Glide Path, SAIL, SPARQ, SHEP, QGenda and Power BI VISO (Organizational Charts).

oCollaborate with clinical and administrative staff, interdisciplinary service teams, and healthcare providers in the areas of service policy design and implementation, coordination of interdisciplinary groups and committees, and service contract administration.

oProvide administrative management in the coordination and activation of new employees’ space utilization requiring interdisciplinary and inter-service coordination and resource procurement. Exercise financial and human resource management compliance in accordance to facility guidelines and Manager Self Service (MSS), service-line criteria, and executive leadership decisions to meet medical facility’s target goals.

oServe as administrative resource in the application of specialized skills, and training to develop and analyze facility service operations and provide evaluative recommendations to the Service/Section Chiefs. Provide administrative leadership and coordination in the development, implementation, evaluation, interpretation, revision, and when necessary, corrective action in the areas of administrative functions, activities, operations, and programs for the Service to include Great Customer Service to improve the effectiveness of a team concept.

oContact person for the BVA VBMS and OIG suspense assigned to McGuire Hunter Holmes. I monitor and assign all reports that are drilled down from the VSSC programs to the various services throughout the hospital for corrections, compliance resolution, and completion. Participate in discussions related to the alteration of existing Medical Center’s physical structures, the designing of new facilities, and suggestions for space allocation plans within the Chief of Staff sections.

oTranslate policies, theories, and strategies into facility action items within the complex interrelationships that exist related to Service operations. Ability to interpret, understand, and exercise the critical balance between the administrative and clinical functions in Hunter Holmes McGuire’s healthcare delivery system; with the acumen to coordinate and control programs and resources to achieve this balance.

Administrative Leadership/Professional Development:

oContinuously assuming new responsibilities contingent as situational demands, exploring innovative approaches to problem solving, and identify new and current benchmarks for process and program evaluation.

oProactive in learning new healthcare trends and remain current on the guiding principles supporting Hunter Holmes McGuire’s vision and mission. Perform all assigned duties guided by these principles to promote a high-reliability healthcare organization and system, support outstanding customer service and quality healthcare, and fostering an environment that is Veteran-focused and committed to serving our Veterans. Daily pulling data from the VSSC and sending out to the services for corrections. (Stat Consults, EWL, Pending Appts GT 30/90 Days, National Near, Patient Wait Times, CAAR).

oActively contribute to executive leadership and supporting service-team initiatives to continuously improve the effectiveness of the team(s) projects and goals.

oServes as Approving Official for credit cards and IPPS and ensure that proper protocols are for Federal and VA Acquisition Regulations, policies and local procedures.

oContinuously maintain and improve healthcare delivery systems by developing and improving programs and policies through benchmarks, improving resource utilization through periodic review, assessment, and evaluation, designing, overseeing, and evaluating process and program changes on multiple clinical service programs. Other duties as assigned.

oLean Sigma White Belt

oLean Sigma Yellow Belt

oVA TAMMCS and Lean

oContracting Officer Representative (COR)

oAffiliation Partnership with Virginia Commonwealth University – Committee Member

oICAP Approver, Reconciliation, Official Charge Auditor and FCP Auditor

oAdministrative Officer Training

oSupervisory Nuts and Bolts

oShaping Smart Business Arrangements- CON100, Section 307

oSimplified Acquisition Procedures-CON237, Section 303

oEssentials of Interagency Acquisitions/Fair Opportunity-CLC030, Section 888

oMission Support Planning-CON110, Section 302

oMission Strategy Execution CON111, Section 305

oMission Performance Assessment-CON112,

oSection 303 through Defense Acquisition University

oMission Focus Contracting-CON 120 through Bellevue University: College of Business-BA384. (I have 15 Colleges Credits for these classes)

Professional Technical Skills:

oProficient in Microsoft Word, Access, Excel, Outlook, PowerPoint and Word Perfect; Profs (internal message center) and Multi-line Telephone Systems. Leave Tracking System, FMS II, Financial Management Systems – Commonwealth of Virginia, EVA, Kronos Timekeeping, CEDARS, Business Objects Reporting, VISTA, CPRs, ECMS, BISL, GUI, Integrated Funds Distribution, Control Point Activity, Accounting and Procurement (IFCAP), NEC Desk Top, Scheduling Training-Business Rules, Appointment Management, GNAV Pro Call Center Phone System, VHA Support Services Center (VSSC) Wait times and Clinical or Operational Data, Insurance Claim Buffers (ICB) insurance monitoring, Fee Basis Claims Services (FBCS), Emergency Care in NonVA Facilities (Mill Bill).

Secretary to the Chief of Staff 40 Hrs 10/13 – 10/15

Reported to the Chief of Staff – Julie L. Beales, MD

Primary Roles and Responsibilities

Exercise’s control over the Chief of Staff, Deputy Chief of Staff and Director’s appointments with complete authority for commitments of dates and times. Receives and processes all correspondence and documents transmitted through the Executive Office for review, approval and signature. Ensures correspondence conforms to regulations and special policies of the medical center, is in proper format, and contains correct grammar. Composes and types in final form, official correspondence based on the knowledge of the supervisor’s preferences, and past precedent cases. In the absence of the supervisor, I assume responsibility for ensuring requests for action or information from the Executive Office is made known to the responsible personnel. Serves as the liaison between the management staff and the supervisor by providing accurate, timely information and advice on procedures, reports, requirements and other matters necessary to implement policies and procedures. Maintains an historical file of the names and background information of civilian dignitaries in the surrounding communities with whom the supervisor communicates. Screen’s callers, ascertaining nature of the call and determining whether the matter should be referred to the supervisor or other appropriate staff members. Receives veterans into the Director’s Suite and ensuring that their complaints or concerns are address in a timely manner. Conduct arrangements for travel, meetings, and community activities. Maintains timecards, initiates personnel-actions and ensures performance appraisals and standards are done on a timely basis. Takes notes, records, and transcribes the minutes of various meetings, prepares minutes for distribution, singling out action items and follows up as required. Recorder for the VCU/VA Affiliation Committee. I directly support 22 Service Chiefs and 22 clinical service lines that directly report to the Chief of Staff as an administrative consultant. Responsible for the assigning more than 300 weekly suspense’s forwarded from the VISN Administrative Staff for time sensitive responses. Assigning suspense dates, collecting and ensuring the responses are in correct format when returned to VISN. Trainer of newly hired secretarial staff to the EDMS group with each introduced to the expectations of the Director’s Suite.

Supervisor Medical Support Assistant (Call Center) 40 Hrs 2/2013 – 5/2013

Reported to the Chief of Health Administrative Services (HAS) – Taher Giaedi

Primary Roles and Responsibilities:

oPlanned and directed programs at the Medical Center with full supervisory responsibilities to include and not limited to planning, organizing, and management of workflow within the Hunter Holmes McGuire Veterans Medical Center Call Center. Assessed and evaluated new products, equipment, and systems to make informed recommendations to improve operations and make final decisions and selections. Trouble shoot to resolve complex process and systemic problems to ensure patient services were adequately met. Assigned and evaluated subordinate staff’s work, progress, competency, and skill sets and deficits. Identified staff educational trainings and in-service needs, evaluated staff performance, and provide remediation or exercise disciplinary actions when necessary; continuously planned and directed to improve MSA’s activities.

oExtracted and analyzed data to generate reports to support performance measures to senior management. Routinely collaborated with physicians, case managers, and other allied healthcare staff through emotional intelligence and supportive interpersonal skills due to sensitive nature of information discussed.

oIndependently made decisions based on facility and unit guidelines, protocols, precedents, and regulations with minimal supervision. Conducted ongoing reviews to ensure work quality and performance improvements are effective, ensuring accurate and timely scheduling of Veteran appointments, provided guidance and in-services to staff members on policy, operations, and procedural changes, assessed, distributed, and balanced staff workloads, and created and maintained employee work schedules. Also, instruct staff of the regulations concerning Authorized and Non-Authorized care medical care under ChampVA and Tricare.

oDesigned, developed, and provided new employee orientations, established and provided on-the-job training for new and current employees, monitored and ensured all annual competencies, proficiencies, and training requirements are met; and organized staff work structure areas to facilitate process efficiency.

Program Support Assistant 40 Hrs 7/2012 – 10/2013

Reported to the Chief of Health Administrative Services (HAS) – Taher Giaedi

Primary Roles and Responsibilities:

oAssistant to the Chief and Assistant Chief of HAS. The Health Administrative Service is a very large with an excess of 209 employees. This service consists of Health Benefits Administration, Health Information Management, Primary Care, Call Center, Ward Administration sections, Surgical and Sub-Specialties. Received and distributed incoming telephone calls, received, document, and review all incoming correspondences, screened for sensitive items to be handled personally and establishing suspense’s for those items requiring action by the Chief, and Assistant Chief or any Supervisor of the Service.

oExercised control over work-calendars with complete authority of appointments, conferences, and determined priorities based on knowledge of work schedule, commitments, meetings, trainings, and appointments. Drafted letters of response to memoranda and congressional inquiries on my own initiative to assist and facilitate the administrative process. Receive all visitors to the office including Veterans and their representatives, vendors, physicians and other VA employees. Scheduled appointments and effect appropriate disposition on various problems presented by visitors to the office of the Chief and Assistant Chief of HAS. Transcribed from machine letters, memoranda, meeting minutes, and other correspondence as needed. Reviewed correspondences prepared by HAS staff for completeness prior to signature approval from the Chief of HAS or Dated Orders for acquisition of office supplies for the Service Section as needed from appropriate sources. Performed office automation word processing functions to generate various spreadsheet reports, memoranda, correspondences, and minutes at meetings. Performed forms tracking, action items tracking, and mindfully communicated and discussed sensitive information within and outside of the service-lines with Physicians, Case Managers, and other allied healthcare professional staff.

oPossessed superior knowledge of general office automation software, practices, procedures, and processes, and competitive level typing skills with the excellent interpersonal and communication skills. Able to discern and apply appropriate guidelines when obtaining sensitive information for unusual situations. Arranged travel for HAS staff to include transportation arrangements/scheduling, lodging reservations, and preparation of travel authorizations and vouchers for intra- and inter- Veterans Affairs assignments and details.

oMaintained TEMPO training records for all HAS employees and keeping the Chief informed of training hour status for all employees, and all executive electronic records, paper records, and computer storages. Served as the primary timekeeper for the Office of the Chief of HAS. Provided timely and correct submission of timecards, 1098 forms, and SF-71 ‘s; and necessary attachments are maintained on file to support all instances of annual, sick, or administrative leave. Ensure timecard processing were completed, signed by appropriate officials and entered into computer systems before sending to Payroll. Maintained Section record cards on all personnel, prepared personnel actions for recruitment, reassignment, resignations, transfers, and submittal of SF52’s. Initiated work orders and requests for equipment, and keys as needed. Also worked with Veterans who entered the HAS office with eligibility regulations concerns. Completed other related administrative projects as assigned by the Chief or Assistant Chief of HAS.

Purchasing Agent 40 hrs 11/2008 – 7/2012

Reported to the Chief of Prosthetics – Jill Hutchison

Primary Roles and Responsibilities:

oExercised superior working knowledge of standardized purchasing regulations, policies, and procedures, established commodities and markets, and common business practices to make purchases involving commercial requirements with average complexity. This includes: knowledge of solicitation and purchasing methods to include oral solicitations, calls against BPA's, delivery orders, or priced purchase orders to make: (a) noncompetitive open market purchases, (b) purchases under established contracts(FSS), or (c) competitive open market purchases when specifications or statements of work are standardized, price and product characteristics are stable, and repeat vendors are used.

oApplied working knowledge and ability to discern frequently used and easily understood regulations related to required sources, the use of mandatory schedules, ordering and documentation procedures for routine purchases to ensure regulatory compliance throughout the purchasing process. Exercised knowledge of basic price evaluation techniques to assess price reasonableness using well-established references, such as price lists, Government estimates, and previous historical pricing files. Advised requisitioners of various product characteristics (e.g., available sizes, quantities, brand names, packaging, quality), how to identify sources of supply and determine the appropriateness or adequacy of item descriptions based on the specialized training received on commercial commodities and established markets.

oExercised strong statistical comparisons of price, discounts, transportation costs, or similar terms for a more informed decision-making process. Applied knowledge of post award procedures sufficient to resolve typical problems with deliverables, such as differences in price or quantity, or to recommend and prepare, no-cost cancellations of purchase orders, etc. Working knowledge of automated or manual small purchase systems to locate, add, and retrieve information and reconciliation of credit card charges are completed daily.

oResponsible for reconciling credit card charges against current purchase orders using the Integrated Funds Distribution, Control Point Activity, and Accounting and Procurement (IFCAP) for contacting vendors disputes, purchases, credits, and payments. Resolved issues with vendors and mediated for vendors that provide services to our Veterans. Ensured that The Home Oxygen/Sleep Disorder Program ran with no errors as this process included ordering new equipment and replacement stock for 800 patients in H02 program and 2500 patients in Sleep Disorder program with any single purchase of $100,000.00. Monitored and ensured the Orthotic and Prosthetic Clinic is running with minimum to no errors within stock orders as well as purchases to include limbs (arms, fingers, foot and legs); and the scheduling of outpatient appointments for Orthotic Labs with 4 clinics.

Department of Transportation – Colonial Heights, VA

Executive Secretary 40 hrs 10/2004 – 11/2008

Reported to the Environmental Manager – Nick Froelich

Primary Roles and Responsibilities

oPerformed section’s Human resources/benefits and related activities to ensure compliance with all policies and procedures. Provided recruitment, training, changes in employment status, employment separations, and scheduling of interviews. Ensured all confidential records and actions were handled with discretion. Provided consultation, technical and administrative assistance for health, retirement, life insurance, leave, FMLA, VA Sickness and Disability Program and Worker's Compensation, Deferred Compensation, and the Employee Assistance Programs. Conducted department orientation sessions for new employees on State benefits program, out processing of employees, processing documentation for staff towards retirement.

oExercised superior working-knowledge of Human Resource laws, rules, regulations, policies, and procedures associated with Worker's Compensation, VSDP, FMLA, and other associated benefit programs. Developed a data repository and maintained computerized files and documentation to record and track all employee processes, payroll activities, and related activities to ensure compliance with all policies and procedures. Prepared payment requests and reconciled financial records, reports, and budgets for accuracy and expediency to include: Master Card (Direct Charge), Travel, Vendor Invoices (PO & Non-PO), Petty Cash Invoices (PO & Non-PO), and IAT (PO & Non-PO) vouchers, solicited sources for goods and services, and assigns commodity codes, negotiated prices with vendors for lowest possible price following guidelines established by the Commonwealth of Virginia Procurement Laws.

oActively involved in the development and submittal of budgets, monitored all expenditures and purchases made in the Administrative Overhead and Recognition Budget with accuracy. Advised management of any discrepancies. Exercised superior knowledge of billing policies and procedures along with collections procedures, using automated Financial Management Systems. Applied accounting principles and procedures analyzed reports or statements related to complex financial data, procurement of supplies, equipment, and services. Developed and maintained various contracts for professional and non-professional services. Exercised superior knowledge of MS Outlook calendar, Conference Room scheduling for Environmental (Manager). Managed and completed the monthly Pool Vehicle Mileage Reports and recorded and transcribed minutes for the Monthly Environmental Staff Meetings.

Professional Development and Training:

oThrough the John Tyler Community College Workforce Alliance Program:

Procurement Yearly Training

Intro to Records Management

Contract Administration

Advanced General Procurement

Direct Charge

Information Resources

Project Accounting and Contract Monitoring

Yearly Procurement End User Training

FMSII Competency Assessment Feedback Workshop

Wal-Mart Stores Inc. – Sutherland, VA

Supervisory Weekend Flex Coordinator 40 hrs 8/1991 – 10/1999

Reported to Dispatch Manager – Harry Eisaman

Primary Roles and Responsibilities

oAdvanced into various positions within the company with each opportunity in developing daily business operational skills

o(Supervisor/Management/Dispatcher) Supervised the overall work operations for approximately 180 staff employees as a management official. Responsible for making informed decisions based on guidelines, policies, protocols, standard operating procedures, precedents, and regulations. Resolved all payroll issues and approved leave request for drivers and staff. Routinely met with other members of the management team to provide information concerning work performance of drivers and staff under my direct supervision. Planned and organized weekly dispatched store deliveries and backhaul pick up for each returning load to warehouse for approximately 176 drivers. Communicated with warehouse management for release of batches with on time deliveries to stores; and contacted store management of driver’s or office staff’s concerns of complex issues concerning the receiving team to resolve immediate issues. Also, during this time, I accepted the role as facility Claims Inspector and with this role, I captured 95% of lost revenue lost in the warehouse by staff. I traveled to different Wal-Mart facilities training new claims inspectors and monitoring to ensure compliance.

Professional Development and Training:

oCertified Supervisory & Management Training

oTrain the Trainer

EDUCATION John Tyler Community College

AS – Current Major – Business Administration

REFERENCES

Dr. Jessica Lehosit, D

SouthEast Padrecc, Director

Hunter Holmes McGuire VAMC 652/127

1201 Broad Rock Blvd.

Richmond, VA 23249

*******.*******@**.***

804-***-**** x6784

Dr. Tonora Garbutt

Manager, Clinical Command Center

Central Virginia VA Health Care System

Care Coordination & Integrated Case Management

Nursing Co-Champion

Department of Chief of Staff

******.*******@**.***

804-***-****

Dr. Theodore Wright, MD MBI

Chief Health Informatics Officer

Central Virginia VA Health Care System

Assistant Clinical Professor, Internal Medicine

Virginia Commonwealth University School of Medicine

********.******@**.***

Office: 804-***-****

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