Human Resources Customer Service
Resume:
OBJECTIVE:
Seeking a challenging opportunity where I will be able to utilize my strong organizational skills, educational background, and ability to work well with people. This will allow me to grow personally and professionally and be more valuable to my employer. I am self-motivated and able to work both independently and as a collaborative team member. I believe in customer service and going above and beyond for patients, family, and team members.
SUMMARY OF QUALIFICATIONS:
Experience in performing administrative tasks; fast and accurate typing skills.
Proven ability to work effectively and collaborate with various professions.
Independent worker; self-disciplined
Excellent communication and customer relation skills
Extensive knowledge in scheduling and confirming appointments
Time management and organizational skills
Excellent computer skills proficient in Microsoft Office programs, Word, One Note, and Excel
Excellent telephone etiquette and verbal skills.
Embraces the ICARE values and the mission of the VA
Controlled Substance Inspector
Experience as a VATAS (Supervisor) Expert for Nursing Service
Serves as Fund Control Point (FCP) Official
Extensive knowledge with MSS, HR Smart, USA Staffing
Information Manager, Electronic Permission Access System (EPAS)
EDUCATION:
High School Diploma August 1992-June 1996
St. Augustine High
St. Augustine, Fl.
EMPLOYMENT EXPERIENCE:
VISN 4 Human Resources, Technical Review
Hours per week:40
Human Resources Specialist/GS 12-2 November 19,2023-current
Efficient using USA Staffing in collaboration with HR Smart
Builds successful collaborations with services outside of Human Resources to assist with staffing and position management.
Reviews reports for review and analysis of the HR Programs such as HR Smart, USA Staffing, EOPF, and WebHR.
Collects and analyzes data for all recruitment issues.
Code Accessions for New Hires at the beginning of the pay period.
Applies recruitment and placement concepts, practices, and procedures to support managers staffing requirements, and performing job analysis to develop an assessment tool for candidate evaluation.
Utilizes HR Information Systems to develop and post vacancy announcements, conduct qualifications review of applicants, and issue certificates of eligible candidates; and
Reviews personnel actions by validating nature of action, legal authorities, and processing codes in an automated personnel data system.
Evaluates applications and resumes using Office of Personnel Management (OPM) and Veterans Administration (VA) qualification standards, verifies eligibility, and rates and ranks applicants.
Adjudicates and makes decisions on applicant appeals and agency's request to pass over (or objects to) eligible(s) certified.
As authorized by OPM, I am responsible for drafting and preparing announcement(s); evaluating, rating and ranking applications; adjudicates veteran's preference; updating various logs, maintaining active and inactive file, and pending files, etc.; issues Notice of Ratings (NORs); and issues and audits certificate of eligible.
Prepares vacancy announcements based on Position Description (PD) and/or functional statements (FS) and Subject Matter Expert (SME) analysis of the position, qualifies/disqualifies applicants, and maintains all documentation for the job announcement.
Processes a variety of requests for personnel action (RPAs) to fill a variety of positions.
Identifies management problems and analyzes them from the management viewpoint. For instance, if jobs cannot be filled, assists in the planning of a solution by advising on availability of needed skills and previously overlooked sources of candidates, and achieving full utilization of available skills.
Troubleshoots and resolves difficult and controversial internal and external staffing and placement problems. Performs internal placement duties that include conducting job analysis, preparing promotion and placement products, and issuing referral certificates.
Ensures that all placement actions meet regulatory requirements. Consults on and ensures all pre-employment requirements are met, such as: position management and organizational design, pay administration such as physician market pay; setting pay for Title 5, Title 38, and Hybrid employees, using multiple pay scales and various information sources; VetPro Credentialing; position descriptions, functional statements, scopes of practice, crediting plans, and job analysis.
Collaboratively evaluates trends in missions, technology, manpower, fiscal resources, and other factors influencing future needs; coordinates with advisory staff to obtain management information; advises staff on difficult and unusual recruitment, placement and pay issues or problems.
Collaboratively evaluating trends in missions, technology, manpower, fiscal resources, and other factors influencing future needs.
Coordinating with leadership stakeholders, to include local, regional, and national leadership throughout the entire recruitment process and advising on the selection of Subject Matter Experts and the rating panel process.
Preparing written correspondence and other documents.
Advising and consulting on targeted recruitment strategies and non-traditional recruitment opportunities specific to the local and regional market area.
Providing innovative recruitment solutions.
Reviewing and consulting, in conjunction with the hiring manager, on job analysis and/or rating and ranking panels when needed.
Identifying management problems and analyzing them from the management viewpoint.
Providing technical advice and assistance to the human resources staff and management officials in all areas of staffing and recruitment, including priority placement, direct hiring, special hiring authorities, etc.
Troubleshooting and resolving difficult and controversial internal and external staffing and placement problems.
Advises on the selection of SMEs and the rating panel process. Provides management advisory services in conformance with established criteria to resolve conventional problems that arise in administering an applicant recruitment.
Leverage's expertise to create legally sufficient solutions and provide information on the widest range of flexibility from which local and regional managers can choose that achieve their objectives. Provides law, policy, and analysis to the manager to support their recommendations.
Research qualifications and skills needed and ensures the job analysis is properly formulated with subject matter experts to garner highly qualified applicants.
Provides authoritative management advisory service on supplements to qualifications standards, such as selective placement factors and quality ranking factors to target a desired applicant pool.
Provide staffing advice including career and career conditional competitive service appointments, temporary appointments, term appointments, excepted service appointments and special appointment authorities (Veteran Recruitment Act, Schedule A, Reinstatement, Direct Hire Authority, etc.)
Completes request in HR Smart for new FTEE.
Communicates Regulations and Executive Orders to Senior Leadership.
Provides Talent Management System (TMS) education for employees when training is required.
Prepares for approval VA Form 4659, SCA, SAA, SAP and Time Off awards and submits for coding via EAR. Provides clear and concise research on special assignments related to Performance Awards.
Participates in human resource operations, including interviewing candidates for positions, evaluation of candidates and making recommendations for promotional or employment candidates.
Records requested data to submit Action Item responses.
Maintains current knowledge of the fundamental practices, principles, and programs related to healthcare delivery systems.
Assists in preparation for internal and external review programs of HR, Joint Commission, CAP, OIG, GAO, Environment of Care, etc.
Provides informational materials for medical facility customers and staff. Includes preparation instructions, SOP’s and policies and procedures.
Provides additional Customer Service Training for employees.
Ensures compliance with VHA policy and directives and guidelines.
Collaborates with service leadership for formulating and implementing administrative and operational policies/procedures, including personnel matters, space, budget, equipment.
Completes administrative duties as assigned.
EMPLOYMENT EXPERIENCE:
VISN 8 Human Resources
Hours per week:40
Human Resources Specialist/GS 11-1 February 26,2023-November 19,2023
Recruitment & Placement
Troubleshoots and resolves difficult and controversial internal and external staffing and placement problems. Performs internal placement duties that include conducting job analysis, preparing promotion and placement products, and issuing referral certificates.
Ensures that all placement actions meet regulatory requirements. Consults on and ensures all pre-employment requirements are met, such as: position management and organizational design, pay administration such as physician market pay; setting pay for Title 5, Title 38, and Hybrid employees, using multiple pay scales and various information sources; VetPro Credentialing; position descriptions, functional statements, scopes of practice, crediting plans, and job analysis.
Collaboratively evaluates trends in missions, technology, manpower, fiscal resources, and other factors influencing future needs; coordinates with advisory staff to obtain management information; advises staff on difficult and unusual recruitment, placement and pay issues or problems.
Collaboratively evaluating trends in missions, technology, manpower, fiscal resources, and other factors influencing future needs.
Coordinating with leadership stakeholders, to include local, regional, and national leadership throughout the entire recruitment process and advising on the selection of Subject Matter Experts and the rating panel process.
Preparing written correspondence and other documents.
Advising and consulting on targeted recruitment strategies and non-traditional recruitment opportunities specific to the local and regional market area.
Providing innovative recruitment solutions.
Reviewing and consulting, in conjunction with the hiring manager, on job analysis and/or rating and ranking panels when needed.
Identifying management problems and analyzing them from the management viewpoint.
Providing technical advice and assistance to the human resources staff and management officials in all areas of staffing and recruitment, including priority placement, direct hiring, special hiring authorities, etc.
Troubleshooting and resolving difficult and controversial internal and external staffing and placement problems.
Advises on the selection of SMEs and the rating panel process. Provides management advisory services in conformance with established criteria to resolve conventional problems that arise in administering an applicant recruitment.
EMPLOYMENT EXPERIENCE:
Malcom Randall VA Hospital
Hours per week:40
Human Resources Generalist/GS 11-2 April 10,2022-February 25,2023,
Revises instructions and operating procedures prior to approval.
Maintains efficient log and tracking systems for all budget and inventory projects for Human Resources.
Efficient using USA Staffing in collaboration with HR Smart
Builds successful collaborations with services outside of Human Resources to assist with staffing and position management.
Reviews reports for review and analysis of the HR Programs such as HR Smart, USA Staffing, EOPF, and WebHR.
Collects and analyzes data for all recruitment issues.
Applies recruitment and placement concepts, practices, and procedures to support managers staffing requirements, and performing job analysis to develop an assessment tool for candidate evaluation.
Utilizes HR Information Systems to develop and post vacancy announcements, conduct qualifications review of applicants, and issue certificates of eligible candidates; and
Reviews personnel actions by validating nature of action, legal authorities, and processing codes in an automated personnel data system.
Evaluates applications and resumes using Office of Personnel Management (OPM) and Veterans Administration (VA) qualification standards, verifies eligibility, and rates and ranks applicants.
Adjudicates and makes decisions on applicant appeals and agency's request to pass over (or objects to) eligible(s) certified.
As authorized by OPM, I am responsible for drafting and preparing announcement(s); evaluating, rating and ranking applications; adjudicates veteran's preference; updating various logs, maintaining active and inactive file, and pending files, etc.; issues Notice of Ratings (NORs); and issues and audits certificate of eligible.
Prepares vacancy announcements based on Position Description (PD) and/or functional statements (FS) and Subject Matter Expert (SME) analysis of the position, qualifies/disqualifies applicants, and maintains all documentation for the job announcement.
Processes a variety of requests for personnel action (RPAs) to fill a variety of positions.
Identifies management problems and analyzes them from the management viewpoint. For instance, if jobs cannot be filled, assists in the planning of a solution by advising on availability of needed skills and previously overlooked sources of candidates, and achieving full utilization of available skills.
Troubleshoots and resolves difficult and controversial internal and external staffing and placement problems. Performs internal placement duties that include conducting job analysis, preparing promotion and placement products, and issuing referral certificates.
Ensures that all placement actions meet regulatory requirements. Consults on and ensures all pre-employment requirements are met, such as: position management and organizational design, pay administration such as physician market pay; setting pay for Title 5, Title 38, and Hybrid employees, using multiple pay scales and various information sources; VetPro Credentialing; position descriptions, functional statements, scopes of practice, crediting plans, and job analysis.
Collaboratively evaluates trends in missions, technology, manpower, fiscal resources, and other factors influencing future needs; coordinates with advisory staff to obtain management information; advises staff on difficult and unusual recruitment, placement and pay issues or problems.
Collaboratively evaluating trends in missions, technology, manpower, fiscal resources, and other factors influencing future needs.
Coordinating with leadership stakeholders, to include local, regional, and national leadership throughout the entire recruitment process and advising on the selection of Subject Matter Experts and the rating panel process.
Preparing written correspondence and other documents.
Advising and consulting on targeted recruitment strategies and non-traditional recruitment opportunities specific to the local and regional market area.
Providing innovative recruitment solutions.
Reviewing and consulting, in conjunction with the hiring manager, on job analysis and/or rating and ranking panels when needed.
Identifying management problems and analyzing them from the management viewpoint.
Providing technical advice and assistance to the human resources staff and management officials in all areas of staffing and recruitment, including priority placement, direct hiring, special hiring authorities, etc.
Troubleshooting and resolving difficult and controversial internal and external staffing and placement problems.
Advises on the selection of SMEs and the rating panel process. Provides management advisory services in conformance with established criteria to resolve conventional problems that arise in administering an applicant recruitment.
Writes a variety of documents to include items for newsletters, information needed on congressional inquiries, responses to reconsiderations, letters responding to inquiries from employees and other customers, and provides guidance on regulations, policies, directives, and applicable supplements.
Advises and consults on targeted recruitment strategies and non-traditional recruitment opportunities specific to the local and regional market area, such as targeted job fairs-including both local and virtual fairs-social media recruitment campaigns, targeting new talent through universities and their future graduates, and private sector targeting that develops and enhances a robust pipeline of specialty talent.
Leverage's expertise to create legally sufficient solutions and provide information on the widest range of flexibility from which local and regional managers can choose that achieve their objectives. Provides law, policy, and analysis to the manager to support their recommendations.
Research qualifications and skills needed and ensures the job analysis is properly formulated with subject matter experts to garner highly qualified applicants.
Provides authoritative management advisory service on supplements to qualifications standards, such as selective placement factors and quality ranking factors to target a desired applicant pool.
Provide staffing advice including career and career conditional competitive service appointments, temporary appointments, term appointments, excepted service appointments and special appointment authorities (Veteran Recruitment Act, Schedule A, Reinstatement, Direct Hire Authority, etc.)
Completes request in HR Smart for new FTEE.
Communicates Regulations and Executive Orders to Senior Leadership.
Provides Talent Management System (TMS) education for employees when training is required.
Prepares for approval VA Form 4659, SCA, SAA, SAP and Time Off awards and submits for coding via EAR. Provides clear and concise research on special assignments related to Performance Awards.
Participates in human resource operations, including interviewing candidates for positions, evaluation of candidates and making recommendations for promotional or employment candidates.
Records requested data to submit Action Item responses.
Maintains current knowledge of the fundamental practices, principles, and programs related to healthcare delivery systems.
Assists in preparation for internal and external review programs of HR, Joint Commission, CAP, OIG, GAO, Environment of Care, etc.
Provides informational materials for medical facility customers and staff. Includes preparation instructions, SOP’s and policies and procedures.
Provides additional Customer Service Training for employees.
Ensures compliance with VHA policy and directives and guidelines.
Collaborates with service leadership for formulating and implementing administrative and operational policies/procedures, including personnel matters, space, budget, equipment.
Completes administrative duties as assigned.
EMPLOYMENT EXPERIENCE:
Malcom Randall VA Hospital
Hours per week: 40
Nursing- Patient Care Service
Administrative Officer/GS 11-1 April 11,2021-April 10,2022
Supervisor of five (5) timekeepers and one (1) Inventory Specialist
Assigns, directs, and reviews work performed by the Timekeepers. Verifies that timecards are correct and validated appropriately. Identifies areas for improvement and implements actions plans. Completes audits for accuracy within policies and procedures.
Communicates weekly with HR staffing team on the progress of new hires for Nursing Service. Utilizing tools to assist with tracking progress, HR Smart/MSS and USA Staffing. Reviewing and submitting Job Analysis, VA Form 0938, updating Functional Statements, Position Description and PDAT.
For Nursing Service, POC for creating ePerformance plans to communicate with staff. Reviews for compliance and follow the timelines set forth in the VA Handbook 5013 for VA Form 0750, 3482e, and 10-2623
Serves as POC for submission of all LEAF entries as it relates to Nursing Service.
Completes Performance Appraisals in ePerformance. Sets expectations and clearly addresses issues in performance. Quarterly competencies are documented in compliance with local policies.
Revises instructions and operating procedures prior to approval.
Maintains efficient log and tracking systems for all budget and inventory projects for Nursing Service.
Serves as POC for Nursing Service for data requested by HR.
Builds successful collaborations with services outside of Nursing to assist with staffing and position management.
Collects and analyzes data for all recruitment issues.
Serves as Strategic Planner POC for Nursing Service.
Oversees time and leave for staff, assignment to tours of duty, and ensures that minimum staffing levels are maintained to provide adequate staffing needs.
Completes request in HR Smart for new FTEE.
Communicates Regulations and Executive Orders to ADPCS.
Maintains overall budget for Nursing Inventory (equipment)
Provides Talent Management System (TMS) education for employees when training is required
Prepares for approval VA Form 4659, SCA, SAA, SAP and Time Off awards and submits for coding via EAR. Provides clear and concise research on special assignments related to Performance Awards.
Submits ERB for Nursing Service for approval
Maintains data for managing equipment for NF/SG that reports to Nursing Service such as beds, vital sign and blood pressure equipment.
Participates in human resource operations, including interviewing candidates for positions, evaluation of candidates and making recommendations for promotional or employment candidates.
Records requested data to submit Action Item responses.
Maintains current knowledge of the fundamental practices, principles, and programs related to healthcare delivery systems.
Assists in preparation for internal and external review programs of Nursing Service, Joint Commission, CAP, OIG, GAO, Environment of Care, etc.
Provides informational materials for medical facility customers and staff. Includes preparation instructions, SOP’s and policies and procedures.
Provides additional Customer Service Training for employees.
Ensures compliance with VHA policy and directives and guidelines.
Prepares memos for ADPCS and leadership.
Collaborates with service leadership for formulating and implementing administrative and operational policies/procedures, including personnel matters, space, budget, equipment.
Completes administrative duties as assigned.
EMPLOYMENT EXPERIENCE:
Malcom Randall VA Hospital
Hours per week: 40
Diagnostic Imaging Service
Program Specialist/GS 9-2 June 23,2019-April 12, 2021
Assigns, directs and review work by AMSAs under supervisory authority. Responsible for maximizing department efficiency and monitoring completion of all assigned workload. Identifies areas for improvement and implements actions plans. Completes audits for accuracy of scheduling in accordance with scheduling policies and procedures.
Completes MSS requests for Nursing Leadership
Assures Diagnostic Imaging Service maintains coverage in all appropriate sections.
Diligently research new programs and trainings to provide clerical support.
Schedule patient appointments accurately in support of assigned clinic(s) within DIS
Follows all applicable business rules, scheduling policies and procedures.
Maintains a clear and concise communication with the Diagnostic Imaging Service Chiefs daily.
Demonstrates resilience in the face of setbacks.
Oversees ICB reports for Lake City DIS
Oversees time and leave for staff, assignment to tours of duty, and ensures that minimum staffing levels to maintain productivity are maintained always.
Implements employee development programs. Train employees in Standard Operating Procedures, medical center policies and procedures, scheduling policies and procedures, and local policies. Enforces and implements all applicable policies and procedures. Prepares agendas, presentations, and meeting minutes for monthly service meetings.
Assists in preparation for internal and external review programs, including Joint Commission, CAP, OIG, GAO, Environment of Care, etc.
Completes Performance Appraisals and quarterly competencies for all assigned staff; Implements corrective actions, performance improvement plans, and disciplinary action when required.
Provides informational materials for medical facility customers and staff. Includes preparation instructions, SOP’s and policies and procedures. Provides additional Customer Service Training for employees.
Ensures compliance with VHA policy and directives and guidelines.
Effectively presents information one-on-one and small group situations to customer, clients, and other employees of the DIS team.
Provides analyzes data reports and distribute information for access, quality, and scheduling.
Coordinates and maintains scheduling policies within NF/SG.
Plans and conducts special projects or functions to provide recommendations on administrative issues.
Program manager training completed for Diagnostic Imaging related to access, scheduling, consult management.
EMPLOYMENT EXPERIENCE:
Lake City VA Medical Center
Hours per week: 40
Supervisory Medical Support Assistant/GS 7-4 November 27,2016-June 22,2019
Assigns, directs and review work by AMSAs under supervisory authority. Responsible for maximizing department efficiency and monitoring completion of all assigned workload. Identifies areas for improvement and implements actions plans. Completes audits for accuracy of scheduling in accordance with scheduling policies and procedures.
Assures Diagnostic Imaging Service maintains coverage in all appropriate sections.
Diligently research new programs and trainings to provide clerical support.
Schedule patient appointments accurately in support of assigned clinic(s) within DIS
Follows all applicable business rules, scheduling policies and procedures.
Maintains a clear and concise communication with the Diagnostic Imaging Service Chiefs daily.
Demonstrates resilience in the face of setbacks.
Oversees ICB reports for Lake City DIS
Oversees time and leave for staff, assignment to tours of duty, and ensures that minimum staffing levels to maintain productivity are maintained always.
Implements employee development programs. Train employees in Standard Operating Procedures, medical center policies and procedures, scheduling policies and procedures, and local policies. Enforces and implements all applicable policies and procedures. Prepares agendas, presentations, and meeting minutes for monthly service meetings.
Assists in preparation for internal and external review programs, including Joint Commission, CAP, OIG, GAO, Environment of Care, etc.
Completes Performance Appraisals and quarterly competencies for all assigned staff; Implements corrective actions, performance improvement plans, and disciplinary action when required.
Participates in human resource operations, including interviewing candidates for positions, evaluation of candidates and making recommendations for promotional or employment candidates.
Collaborates with service leadership for formulating and implementing administrative and operational policies/procedures, including personnel matters, space, budget, equipment. Completes administrative duties as assigned.
Expert working knowledge of appointment management and scheduling policies, procedures and VISTA appointment manager menus.
Strong working knowledge of Veterans Choice Program and Community Care programs.
Works closely with AWOL notification
Submitting MSS request for reports to alignments and promotions.
Employee Assist EAR request for awards
of Labor and Employee Relations
Pulling data from databases for support of Action Item responses.
Compiling information for reporting purposes.
Maintains current knowledge of the fundamental practices, principles, and programs related to healthcare delivery systems.
Provides Talent Management System (TMS) education for employees.
Provides technical support for TMS by troubleshooting TMS system and on-line courseware issues.
Maintains a working relationship with the Veteran Service Organizations, community groups, congressional liaisons and VA staff to assist our Veterans.
Resolve problems and expedite services, to implement necessary corrective measures within the facility where appropriate, removing barriers for our Veterans.
Nominated four (4) employees for Employee of the Month, in which they all were selected for this prestigious award.
Provides additional Customer Service Training for employees.
Ensures compliance with VHA policy and directives and guidelines.
Provides informational materials for medical facility customers and staff. Includes preparation instructions, SOP’s and policies and procedures.
Effectively presents information one-on-one and small group situations to customer, clients, and other employees of the DIS team.
Provides analyzes data reports and distribute information for access, quality and scheduling.
Coordinates and maintains scheduling policies within NF/SG.
Plans and conducts special projects or functions to provide recommendations on administrative issues.
Program manager training completed for Diagnostic Imaging related to access, scheduling, consult management.
Specializing in fact finding for complaints and incidents; responds and documents outcomes, coordinates action on follow-up and corrective action/service recovery with Patient Advocate.
Knowledge of the principles, methods and tools for automating, developing, database systems.
Makes sound, well informed decisions.
Knowledge of the value of collected information and the methods of sharing that information throughout an organization.
Committed to provide quality service.
Protects printed and electronic files containing sensitive data
Contact this candidate