Customer Service Contact Center
Resume:
ALMA JEAN CAMP
Buford, GA **519 Citizenship - USA Mobile: 716-***-****
************@*****.***
SUMMARY
Over 35 years of administrative and customer service experience in healthcare delivery, insurance, and human resource industries. Strong computer, customer service and clerical skills. Adept in establishing and maintaining professional relationships. Demonstrating the aptitude to implement quality improvement planning, organize work, establish priorities, and meet deadlines. Excellent interpersonal communication skills, quick learner, motivator, possessing effective problem-solving abilities...
PROFESSIONAL EXPERIENCE
VISN 7 SOUTHEAST NETWORK (This is a federal job) 3700 CRESTWOOD PARKWAY
Duluth, GA 1/30/2024- Present
Salary: $69, 173 USD Bi-weekly Hours per week: 40
Series: 0341 Administrative Officer, Clinical Contact Center Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.).
Grade: 9/8
•Provides direct support and administrative assistance to the senior leadership of the VISN 7 Clinical Contact Center (CCC). This includes the development, organization, and maintenance of the administrative support function to the overall CCC program management and the responsibility for the review of data integrity.
•Provides the necessary leadership and guidance to develop, implement, refine, and maintain an efficient and productive service operation. This includes interpretation, judgment, professional knowledge, technical knowledge, and application of policy, VISN policy/directives, national policy/directive and at times professional standards of practice.
•Provides administrative oversight by developing, implementing, evaluating, and improving processes and procedures to monitor the effectiveness, efficiency, and productivity of office procedures to monitor effectiveness.
•Utilizes designated information technology programs/software (SharePoint, Shared Drives) to accomplish administrative responsibilities. Serves as the CCC equipment coordinator: managing requests, reviewing utilization and needs with thorough justification.
• Assists in preparation of activities related to accreditations, internal and external site visits in the on-boarding process of ADPAC Administrative Staff re: GFE equipment and EPAS requesting VISTA ACCESS keys etc.
•Assigned to serve as primary patient advocate representative for the CCC. Primary responsibility: compiling information, responding to patient issues, preparing Congressional correspondence and Patient Advocate issues. Some knowledge base of Extra Views; opportunity and additional training is welcome.
•Assigned to utilize software such as PATS-R in response to patient issues and reporting. Some knowledge base of PATS-R software on the Clinical Contact Center side. Most experience in PATS- R, Congressional inquiries, and White House Hotline inquiries were obtained while working with the CRH Team, formally known as Regional Telehealth Service. Opportunity to explore more additional training is welcome.
•Responsible for the coordination of administrative support activities to enter GFE/ePAS requests; and all program tasks assigned per policy in the role of a timekeeper.
•Manages Time and Leave (T&L) and communicates with HR/Payroll as needed.
Performing timekeeping functions in GovTA; processing over 100 timecards per pay period.
•As VISN7 CCC ADPAC – responsible for ensuring that all VISN CCC staff are appropriately processed in the VA system EPAS portal for computer and VISTA generated access. Initiate YOURIT GFE tickets for equipment.
•Tasked with processing over 50-60 EPAS requests and GFE requests for the CLINICAL CONTACT CALL CENTER over the span of 16 consecutive pay periods, during a mass of on-boarding of new hires for our “Call Center”.
•Daily monitoring of all EPAS requests for VISTA Access codes generated by and through OIT for various sites for all new hires such as:
oAtlanta VAMC (508)
oAugusta VAMC (509)
oBirmingham VAMC (521)
oCentral Alabama VAMC (619)
oCharleston VAMC (534)
oColumbia VAMC (544)
oDublin VAMC (557)
oTuscaloosa VAMC (679)
oVISN 7 (484)
•Promoted Change Management and Process Improvement initiatives. Implemented several process improvement initiatives with ADPAC Admin team in processing administrative tasks for all on-boarding of new hires and required access.
•Anticipates the potential impact of decisions on existing systems while expressing concerns regarding quality, safety, and sustainability of the mission. With ADPAC Admin team, again implemented several initiatives with ADPAC Admin team in a “FLOW” process of administrative ADPACs tasks.
•Demonstrated ability in working independently in planning, organizing, and working effectively with others while balancing competing priorities and multiple tasks.
•Assist in delineating scope of effort, defining and interpreting tasks, monitoring work in progress, such as tracking EPAS codes, and GFE requests.
•Demonstrates knowledge of data processing programs (Emails/MS Teams/Spreadsheets/SharePoint/Cisco/Access cards) and applications
•Consistently demonstrated knowledge of office automation programs and applications (Conf Rooms audio/visual equip; multi-use copier; and fax) including the ability to provide training and education if needed.
•Assist in designing and planning, oversight, identification of resources needed and putting the approved plan in operation. Serves as a Change Agent for VISN 7 CCC. Implementing change in ADPAC system access requests.
•The Administrative Officer supports the organization in continuing the journey to become a High Reliability Organization (HRO). Maintains the VHA’s Journey to High Reliability through commitment to HRO principles (Sensitivity to Operations, Preoccupation with Failure, Reluctance to Simplify, Commitment to Resilience, Deference to Expertise
VISN 7 SOUTHEAST NETWORK (This is a federal job) 3700 CRESTWOOD PARKWAY
Duluth, GA 7/2022 – 1/2024
Salary: $66,231.00 USD Bi-weekly Hours per week: 40
Series: 0318 Secretary
Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.). Grade: 8/10
Duties, Accomplishments and Related Skills:
Supportively aiding in facilitating the administrative, clerical, daily operations, policy commitments and requests of the VISN 7 Executive HSS and VISN 7 Executive Leadership Team.
•Respond to inquiries and administrative problems brought to the executive office by members of the staff and officials of the agency's central office, State and local governments, other hospitals and organizations, other Federal agencies, and congressional staff.
•Maintain daily calendar, schedules appointments, conferences, and meetings and coordinates required attendee, prepares, and distributes agendas and minutes (as requested).
•Orders the office supplies.
•Daily processed and prepared approx. 30+ computer generated PDF documents for ELT approval and review for CMO, DND, COO, CFO, CNO, and ND review. Ensured travel requests, training material, travel documents and the like where correctly prepared, for signature and approval by ELT.
•Prepare letters, memorandum, messages, and agendas and minutes, either self-composed, from handwritten notes, dictation, or recorded media with responsibility for content, format, grammar, punctuation, and spelling.
•Serves as a timekeeper.
•Responsible for aiding with a variety of incoming Veteran issues and inquiries received in person, telephonically, or by referral from other secretaries, receptionists, or support staff in VISN7/VHA.
•Determine nature of call or business of visitors, decides whether the importance of business or call requires escalation to the assigned HSS Executive staff to resolve and or notify ELT superiors. All customers veteran and non-veteran should be referred to the appropriate organizational component concerning the specific subject matter.
•Utilize a variety of office automation systems and various software packages to accomplish work, such EPAS Portal, YOURIT Portal, USACCESS PIV, PATS-R Portal (as requested/needed), VATAS, Congressional Inquiries (telephonically process/prepare for escalation), GCC YMP Real Estate Management LLC portal for building/maintenance requests as needed.
•Prepare a variety of narrative and statistical material, correspondence, reports, etc., in final form for supervisor's signature.
•Knowledge of the duties, priorities, commitments, policies, and program goals of the staff sufficient to perform non-routine assignments.
•Set up conferences requiring the planning and availability of Conference space based on knowledge of the schedules and commitments of the participants.
Department of Veterans Affairs Atlanta Regional Telehealth
1670 Clairmont Road
Decatur, GA 30033 United States
06/2020 - Present
Salary: 59,232.00 USD Bi-weekly
Hours per week: 40
Series: 0318 Pay Plan: GS Grade: 7/10
Secretary (This is a federal job)
Duties, Accomplishments and Related Skills:
Serving as the Secretary, and point of contact providing administrative support for Regional Telehealth Services in the office of the Medical Center Director. Correspondence development, review Travel requests and proper routing. Assist with completion of routing of travel requests for all service employees within the Regional Telehealth Service. Lead Admin POC for the implementation of PATS-R into Regional Telehealth Services. Primary Timekeeper for Regional Telehealth; Serves as primary Records Management POC. Review and revise when appropriate SOPs for Regional Telehealth Services. Track/update all certificates and/or Licenses for Regional Telehealth Physicians, Nurses and License Practical Nurses, and Pharmacists. Track, review and revise if necessary Congressional requests for Regional Telehealth Service.
performs secretarial duties for the Regional Telehealth Service. This includes typing, taking and transcribing dictated material; compiling and preparing replies to general correspondence; preparing station memoranda and committee minutes; posting calendars; maintaining suspense file, etc.
Reviews and reads all incoming correspondence for the signature of the Regional Telehealth Service Administrator and Clinical Director to determine accuracy of format, grammar, and policy; returning material for revision as needed.
Transcribe minutes and coordinate planning for meetings as requested by the Regional Telehealth Service Administrator and Clinical Director.
Coordinates meetings and correspondence with multiple Medical Centers who are interested in serving as spoke sites. Facilitating workflows between Regional Telehealth Service staff, leadership and staff at other VISN 7 Medical Centers to accomplish the goals of the program. Communicating with Hub staff, staff at the Medical Center, VISN staff, and staff in VA Central Office on behalf of the Hub Administrator and Clinical Director.
Independently notifies appropriate staff of absences of Regional Telehealth Service staff. Picks up and distributes all Regional Telehealth Service mail to the appropriate personnel. Maintains all Regional Telehealth Service folders and shared web sites and is responsible for giving access to appropriate personnel.
Ensures the proficiency, TMS, competencies, criteria based functional statement and/or scope of practice is complete and included with the personnel folders for presentation to the Professional Standards Board. As Secretary (OA) also manages the Regional Telehealth Service's Personnel database. Service contracting representative and the Government Purchase Card holder.
Department of Veterans Affairs Atlanta The Chaplaincy
1670 Clairmont Road
Decatur, GA 30033 United States
07/2019 - 06/2020
Salary: 53,800.00 USD Bi-weekly
Hours per week: 40
Series: 0326 Pay Plan: GS Grade: 6/10
Program Support Assistant (This is a federal job)
Duties, Accomplishments and Related Skills:
Support and/or perform all administrative functions that may include human resources, administration, management, budgetary financial and program analysis, office support services, document control, procurement and logistics, contract management, timekeeping and a variety of other related administrative matters in support of the Chaplain Service.
This includes but are not limited to the following: * Manages procurement, contracting, overall supply needs, services, material movement, and real property EIL for the section. * Prepares procurement requests, evaluates proposals for work, acts as a Contracting Officer's Representative (COR) for procurements (received certification NOV.2019), and maintains procurement and contracting records.
* Prepares and reviews purchase orders for supplies and non-expendable property (e.g., equipment) necessary for the effective functioning of the office. * Provides advice to management and program personnel on budgetary and financial issues. * Actively participates in budget execution to ensure expenditures are consistent with budget formulation plans and the fiscal year progressive spending plan. * Acts as the liaison with the Human Resources office concerning personnel-related matters. * Assists in projecting staffing needs, writing position descriptions, developing job analysis, preparing performance plans and appraisals, processing training requests, and drafting disciplinary and adverse actions. * Organizes facts, data and information on section programs as required for meetings, briefings and reports. Organizes information into tables and charts useful for analytical and management purposes. Assists in providing logistical support for meetings, including the preparation of meeting minutes. * Assess the section's supply and equipment needs, preparing requisitions as necessary and tracking timely delivery of supply and equipment orders. * Responsible for time and attendance tracking and reporting, including preventative management and timely clearance of exceptions. * Performs other related duties as assigned.
Veterans Administration - HCS Upstate New York
Human Resources 3495 Bailey Ave
Buffalo, NY 14215 United States 10/2016 – 2/28/2019 (Retired) Salary: 57,496.00 USD per Year Hours per week: 40
Series: 0991 Pay Plan: GS Grade: GS 9/4
Worker's Compensation Specialist (This is a federal job) Duties, Accomplishments and Related Skills:
•As WC Specialist, I serve as a Human Resources Specialist performing duties that include the administrative and operations of the worker’s compensation program, the retirement program, and other assigned employee benefits and employee relations programs.
•As WC Specialist, I monitor program compliance with medical center and Network goals, and coordinates actions with other HR specialists and with safety and employee health officials.
•As WC Specialist, I interpret program requirements and changes, and develop and coordinate measures for their implementation. I provide advice and assistance in interpreting and applying regulations and procedures; resolves problems and makes recommendations; and performs specialized studies in assigned program areas.
•As WC Specialist, I administer the facility’s injury compensation program. I am responsible for gathering and analyzing information related to on-the-job injuries or illnesses provided by supervisors and employees in support of worker’s on-the-job compensation claims.
•As WC Specialist, I serve as a liaison to, and provide instruction to, new employees, current employees, and supervisors to facilitate claims. Works with supervisors, employees, and Service Chiefs in assignment of employees to light duty positions on an as needed basis, ensures proper filling of associated paperwork either locally or to be forwarded to the NYS Department of Labor -- OWCP Office. Composes responses to congressional inquiries and other governmental agencies and communicates with other agency officials to resolve problems concerning the nature of timeliness on Office of Workers’ Compensation Programs. Reviews all cases for complete documentation and evaluates questionable cases for evidence of fraud.
•May periodically provide training to supervisors and employees on the procedures and regulation of injury compensation programs. Provides complex guidance in processing and giving advice and information to staff and employees on annuity calculations, survivor issues, health, life, dental and vision insurance benefits into retirement, Subsidy Transit Program (NFTA) as well as applications requirements.
•Prepare monthly and quarterly reports for EOC, SPH, and OWCP prepared via Microsoft Excel. Weekly and monthly case reviews for IW’s out on compensation via agency WCOSHMIS Portal.
VETERANS ADMINISTRATION-HCS Upstate New York 3/4/2016-3/2017
3495 Bailey Ave., Buffalo, NY 14215
Human Resource Assistant, Labor Relations/Employee Relations
Supervisor: Ms. Judi Kaczmarek, Human Resource Assistant Manager 716-***-**** 40 Hrs. Full-Time: Permanent/Competitive Service
Tour of Duty: Monday-Friday 7:00am-3:30pm Current Annual Salary: $51,000
Provided critical and timely support to the Employee and Labor Relations Section of Human Resource Management. Performing technical support work requiring a substantive practical knowledge of civilian personnel regulations, requirements, procedures and functions to make evaluations, process documents, prepare recurring and special reports, explain personnel procedures, maintain personnel and organizational records and provide program support to higher level HR staff.
•Responsible for all aspects of the e-QIP (Electronic Questionnaires for Investigations Processing) operation at the Facility
•Providing and serving as the e-QIP Initiator, Reviewer, and Approver as HR Assistant in the daily processing of e-QIP requests
•Ensures that the proper level of background investigations are initiated on new appointees; ensuring that all supporting documentation is complete and up to date in order to provide timely processing of investigations, i.e., VA FORM 306, Resume and applicant application etc.
•Adjudication and Suitability: Oversees the process and maintenance of all SACs and NACIs; tracks ALL investigations ensuring that they are adjudicated and processed timely for new appointees and tracking those requiring higher level investigations and/or re-investigations including Volunteer Services.
•Maintains a personnel security database in accordance with VA requirements to produce and provide monthly and/or quarterly reports.
•CODING: personnel actions related to Employee Relations, providing data entry functions into the PAID system, i.e., making corrections, reviewing, ensuring accuracy in PAID, DCPS, HR Smart, E-OPF, Workflow, etc.
•Ensure CODING procedures are implemented in accordance with current VA, VHA, VACO and other regulatory rules, regulations and policies.
•Providing on-going operational assistance to ER Specialist within the scope of the Employee and Labor Relations Section for Human Resource Management i.e., technical support, personnel regulations, requirements and functions.
a.Service Awards
b.Incentive Awards
c.FMLA and LWOP
d.New Employee Orientation
e.Backlogs and Special Projects
VETERANS ADMINISTRATION-HCS Upstate New York 11/2000-3/4/2016
3495 Bailey Ave., Buffalo, NY 14215
Executive Secretary to the Associate Director of Patient Care Nursing Service Supervisor: Ms. Patricia Lind, ADPNS 716-***-****
40 Hrs. Full-Time: Permanent/Competitive Service Tour of Duty: Monday-Friday 8:00am-4:30pm
Job Title: Secretary GS-07 Occupational Code and Series: #0318 Current Annual Salary: $51,000
Served as principal clerical and administrative support for the Office of the Associate Director for Patient Nursing Services (ADPNS). Nursing services for the Office of Professional Practice consists of 700 to 750 personnel organized into six work units that include:
(1)Behavioral Health Nursing Unit;
(2)Acute Medical and Surgical Unit;
(3)Ambulatory Care Unit;
(4)Long Term Care Unit;
(5)Sterile Processing Unit;
(6)Educational Services Unit.
•Providing clerical support to the entire Service and direct administrative support to thirty Nurse Managers, four Associate Chief Nurses (ACNS), and four staff members and/or managers that also report directly to the Associate Director for Patient Nursing Services (ADPNS): Designated Learning Officer (Education), Sterile Processing Chief, ADPAC, VA Nursing Outcomes Database Coordinator and the Nurse Recruiter.
•HR related duties: Assists Nursing Service and other staff with personnel management actions such as processing/posting time and attendance; inputting SF 52s generating leave without pay, suspensions, promotions, conversions, recruitments, retirements and resignations, including but not limit to documenting and maintaining OWCP and FMLA requests.
•Monthly recurring requirement to update and track nurse compliance with state nursing licensure and re-certification requirements via the state licensure website. Notifications are sent to staff nurses, nursing supervisors, nursing managers, ADPNS and human resources when licenses/certifications are set to expire.
•Updates nursing license renewal dates into electronic system and monitors database for expiration dates. Once updated reports are generated and filed in the Office of Professional Practice.
•Possessing thorough knowledge of automated software applications such as Microsoft Office Suite (Word, Excel, PowerPoint, and Access), VISTA, SharePoint, Web HR, Data Bases and other office automation devices to perform the work requiring a skilled and qualified typist.
•Performs office support duties for the Office of the Medical Center Director as a part of the Executive Support Team, supporting the Executive Staff. The Executive Staff consists of the Medical Center Director, Associate Medical Director, Assistant Director, Chief of Staff and the Associate Director of Patient care Nursing Service (ADPNS).
•Provides the full range of clerical and procedural office support for the ADPNS and nursing staff. Screens and refers calls and visitors for the ADPNS and Director's Office responding to general inquiries from patients, staff, and the general public visiting the Executive Suite.
•Receives, reviews, and disseminates incoming and outgoing correspondences for the ADPNS' office. Composing technical and non-technical correspondences, such as letters of condolences; additionally, reviewing technical correspondence such as nursing manuals, regulations, and standards to ensure proper format, grammar, and punctuation.
•Schedules conference rooms, distributes agendas to attendees and transcribes monthly meeting minutes. Prepares internal reports such as meeting agenda notes, nursing personnel telephone rosters. Requisitions supplies and equipment for both the Patient Nursing Service and the Director's Office and their direct reports including but not limited to: ACNS, NMs, other Nursing staff, Privacy Office, Social Work Office, Administrative Officers, EEO Office, and Executive Assistant(s) to the Medical Center Director, Associate Medical Center Director, and the Chief of Staff.
•Keeping abreast of various procedural requirements and changes affecting administrative processes and ensures staff adhere to guidelines in a variety of areas such as: arranging travel and processing vouchers, personnel actions for on -boarding and out-processing of facility security clearances and ECAR procedures.
•In addition to screening and referring routine calls and visitors, provides routine and non- routine customer support to phone and walk-in patients, and/or their family members with complaints and inquiries concerning issues with medication, clinic appointments, travel pay, change in healthcare provider, dissatisfaction in customer service, scheduled surgeries, various testing such as, radiology and hematology and more. Co-laboring with other supporting offices in facilitating resolutions for Veterans patients in obtaining information including but not limit to referring and redirecting patients to the Patient Advocates or Care Line Managers for further assistance.
•Recurring meetings with the ADPNS to coordinate administrative goals, discuss program activities, and assemble information required to inform managers and supervisors about changes in procedures that may require adjusting operations. Maintains a suspense system that prioritizes, tracks, and follows-up on actionable items for ADPNS and staff.
•Maintains the ADPNS' calendar arranging meetings with nursing staff and facility personnel, including outside officials. At ADPNS request, make travel arrangements for conferences, adjusting commitments as new issues arise and take precedence.
•HR related duties: Advising and providing administrative support for the Nurse Professional Standards Board (NPSB) committee for all staff nurse Proficiency evaluations and award procedures.
•HR related duties: Independently prepares, assembles, tracks and codes personnel documents/personnel actions associated with Registered, Licensed Practical Nurses and Certified Nursing Assistants promotions and appraisals. Sets priorities, monitors completion, and adjusts assignments to meet administrative program goals.
•HR related duties Ensures nurse proficiencies and nursing board forms are accurate and complete by quality checking fields and ensuring signatures are properly sequenced by date and review level. Calculates service dates and verifies that nurses are current with state licensure recertification requirements posting all updated information on board forms for promotional consideration. Ensures all updated board action forms are uploaded to a share drive for board accessibility. This would also include reconsiderations for the NPSB, including the preparation of NPSB Headquarter reconsiderations. Set-up Nurse III Reviews for VISN Nursing Board committee - Nurse III reviews performed via VANTS Teleconferences
•Monitors timely submission of proficiencies from supervisors/managers. Routine follows-up with managers, supervisors, and board members to ensure performance measures are of the highest quality meeting and/or exceeding the standard in meeting deadlines and avoiding delays.
•HR related duties: Coordinates promotional requests with human resources, other facility offices and prepares requests for personnel actions (SF-52s) in automated systems to complete promotion and award actions.
•Independently takes care of many nursing matters including answering substantive questions; independently following up with managers, supervisors, and employees on actions items that have deadlines. Assisting subordinate supervisors implement procedural instructions such as how to access SharePoint drives various data bases and files; explains new reporting requirements and arranges for the collection and submission of data, such as nurse proficiencies, NPSB documentation and assembles data into general electronic reports and board files as previously mentioned.
•Multiple tasks, plan, prioritize and organize work flow for the Associate Director Patient Care Nursing Service including but not limited to the daily requests and demands of the Medical Center Director’s office. Coordinate and arrange nursing meetings with nurse managers, nursing supervisors, and other nurse executives, provide daily notification via email to Nurse Managers disseminating documentation and more
Office Coordination/Team Work:
•Extensive knowledge in processing procedures and functions required to execute several office automations functions, i.e., storing and retrieving electronic documents and/or files, activating a printer, inserting and deleting text, printing standardized paragraphs from various documents, producing letters and memorandums that would be formatted as if typed on a standard electric typewriter. In addition, entering data into a predefined spreadsheet or database, retrieving data from a PAID system, posting data into a PAID system, detailed electronic records, transmitting and receiving electronic mail.
•Possessing administrative knowledge of a healthcare delivery system within the Department of Veterans Affairs and the Office of Professional Practice as it relates to policy procedures that may require a response to inquiries, i.e., nursing partnerships with various Universities, administrative interaction with other Nurse Executives addressing various issues pertaining to veterans and their Healthcare providers.
•Possessing a current working knowledge and ability to coordinate and prepare travel arrangements and travel requests.
•Inform nursing supervisors and managerial personnel of matters requiring their attention and/or action via e-mail, interoffice mail or telephone.
•Responsible for transmitting e-mails to the appropriate nursing mail groups regarding nursing issues and concerns requiring their attention and or action.
•Co-laboring with other executive secretarial staff in handling, screening and directing all customer service aspects of the Director’s office including staff and patient complaints, inquiries and congressional issues. Facilitating resolutions for matters of a confidential and sensitive nature.
•Collaborating coordination of clerical office work with other administrative support entities within the office of the Medical Center Director and ADPNS.
•Government Purchase Card holder - Nursing Fund Control Point (FCP); at request of ADPNS.
Reports, Statistics/Records:
•HR related duties: Complies, analyzes, forecasts and maintains various statistics and records accurately, internal/external, recurring and non- recurring reports consisting of 700 to 750 fulltime employees (FTEE). Assigned task affords the opportunity to analyze different subjects and phases in a variety of diverse tasks. The work requires familiarity and knowledge of nursing service functions, priorities and expected performance
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