Customer Service Client

CD

CASSANDRA D. APODACA

*********.****@*****.*** 832-***-**** Houston, USA 77066

Motivated professional with several years of experience offering office support in industry. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative. Exceptional customer service and decision-making skills.

Skilled Administrative Officer bringing valuable experience in supporting executive level staff, ensuring smooth office operations and providing top-notch client service. Strengths include strong organizational skills, ability to prioritize tasks effectively, and exceptional communication abilities. Notable contributions in previous roles include streamlining processes for increased efficiency and implementing new administrative systems. Excellent oral/written skills

Excellent customer service/interpersonal skills

Team player

Supervisory skills

Excellent multi tasker

Excellent computer skills

Problem solving

Critical thinking

Time management skills

Fast paced environment

Attention to details

US Department of Veterans Affairs-

Michael E. DeBakey VA Medical Center

Houston, USA

Administrative Officer, Credentialing &

Clinical Privileging (Chief of Staff Office)

04/2015 - 03/2025

Responsible for administrative supervision for all employees in Chief of Staff-Credentialing & Clinical Privileging Department. Establishes guidelines and performance standards through the formal employee performance management system for staff.

Resolves administrative issues and grievances and develops work improvement plans.

Recommends selection, promotion, awards, disciplinary actions to careline executives.

Participates in the resolution of all Union and EEO complaints with the C&CP section.

Plan and coordinate assignment and changes in workload due to the shortage of staff in order to meet credentialing deadlines while maintaining a smooth workflow in the department.

Develop processes to collect and analyze data and create plans pertaining to meeting the performance measures of the Credentialing office. Provides advisement and counsel employees pertaining to work and administrative matters.

Recommends policy changes for the department to improvement the overall functionality of the credentialing program. Responsible for fiscal management and serves as the approving official of the Credentialing department, preparing and developing the budget, monitoring the fund control point and determining allocation of resources and needs, while monitoring employee purchase card transactions. Ensures recruitment and retention for the allowed ceiling. Summary

Skills

Experience

Works closely with Human Resources (HR) with onboarding of new employees that need to be credentialed.

Serves as the subject matter expert regarding C&CP functions as it pertains to medical staff processes and accreditation standards as a consultant on medical staff accreditation programs and responds to inquiries from management.

Logically assess evidence and analyze a complex set of facts and also evaluating/analyzing program effectiveness.

Frequently meets with the Chief of Staff, Deputy Chief of Staff and care line executives while advising on assigned administrative matters that impact the delivery of healthcare services in its entirety and explaining the complex processes of credentialing & clinical privileging. Interact with others in a professional, non-adversarial manner intense pressure settings, while also respecting and valuing the individual employees in different and diverse settings within the department. Provides effective leadership to a staff of fifteen employees. Monitoring Ongoing Professional Practice Evaluations (OPPE) and Focused Professional Practice Evaluations (FPPE) for completion and timeliness for the entire medical center.

Retrieve information from systems to disseminate to supervisors, managers, and other customers, and when applicable, create reports within the department.

Follow up with the carelines, service chiefs, and clinicians on missing information.

Skill in preparing written and written communication techniques such as correspondence, memoranda, requests for information, reports, assessments or briefings for managers, senior personnel, and employees. Conduct analytical studies designed to improve administrative policies and procedures.

Ensures annual Credentialing competency and program self-assessment reviews are performed and documented in accordance with Joint Commission OIG guidelines and VA requirements.

Reviews written material for regarding administrative actions. Develops, analyzes and coordinates short, mid and long-term range plans in support of the C&CP program.

Analyzes and implements new policy requirements and regulations, which provides guidance used for application in performing a wide variety of privileging activities and projects related to performance improvement to include developing guidance or techniques for clinical competencies and analyzing data.

Writes clear concise decisions or legal memoranda. In absence of the medical staff coordinator, serves as the official liaison for the Medical Center Director and Chief of staff on all delegated credentialing and medical staff functions.

Manages the C&CP functions for appointment, reappointment, special advancement/achievement, and change in status, of appointment processes for Licensed Independent Providers (LIPs), to include full time, part time, without compensation (WOC), contract (consulting and attending) and fee basis appointments.

Created a fact sheet/brochure explaining the processes of the credentialing department for the hospital carelines.

On an on-going basis, troubleshoots and resolves substantive problems and issues which arise regarding privileging actions (i.e malpractice information, discrepancies on applications, and lapses in practices). Use critical thinking techniques, which render logically sounds decisions concerning credentialing and privileging policies on a daily basis. Integrates multiple sources of information in complex situations while simultaneously making sound decisions.

Administers development of the C&CP Committee agenda and briefs the chairperson on agenda items in the absence of the credentialing manager. Ensures members are notified of meeting dates, record minutes for meetings at executive level, ensures accuracy of final minutes, and ensures completion of any follow up actions.

Provides technical advise concerning the Credentialing and Privileging program to high level officials such as the VISN director, medical center director and Chief of Staff.

Provides guidance on accreditation and regulatory issues, legal implications, national standards of care, and best practices. Utilizing VetPro to pull reports and for staff to credential new hires or re-appointments.

US Department of Veterans Affairs-

Michael E. DeBakey VA Medical Center

Conroe, USA

Administrative Officer, Conroe VA

Outpatient Clinic

02/2014 - 03/2015

Serves as the management official for the satellite clinic of the Veterans Affairs Medical Center at the Conroe VA Outpatient Clinic which offers ambulatory care services for the Veteran population. Responsible for the supervision of the administrative section and responsible for the clinic secretaries.

Accountable to the Chief Medical Officer (CMO).

At the field activity level, such as this busy, complex and multi-mission organization, the duties directly involve a wide range of responsibilities, which include but not limited to: Budgeting/Financial management, Direction/Long Range Planning, Program Administration, ADP Coordinator, Custodian of Medical Records and files, Accreditation Program Administration, Qualitative and Quantitative techniques used to perform analyses of the overall effectiveness of the outpatient clinic programs.

Usage of productivity goals and exercises Supervisory and/or Managerial Authorities.

Authorize as approving official for orders and services. Developed the need for and maintained and awareness of available resources and made recommendations to the CMO and Medical Center management regarding needs, distribution or redistribution of these resources.

Full authority for many fund control points that have Medical Center wide impact.

Analyzes and gathers budget needs of the clinic and plans a system of internal control, and assembles and compiles budget information and maintained a running account of allocated funds.

Developed both long and short range policies and administered a formal systematic plan or method for reviewing and appraising the effectiveness of all administrative activities.

Analyzed and prepared reports utilizing information gathered as a basis for making improvements and provide reports to senior staff. Participated in the analysis/interpretation of workload and other data analysis used in resource planning.

Had delegated authority to operate the clinic's administrative activities, which frequently required exercising control over staff and activities not under the technical supervision under the position. Lead in the administering programs concerning Equal Employment Opportunity (EEO), Merit Promotion, Labor management Relations and Position management.

Lead communication efforts between internal and external stakeholders to provide the best customer service.

Administered the Space and Equipment program and established HR/Equipment/Space Policy.

Served as a key figure in manpower utilization program assuring recruitment and retention within approved ceilings. Performs the administrative and human resources/personnel management functions relative to supervised staff.

Established guidelines and performance expectations for staff, which were clearly communicated through the formal employee performance management system.

Observed staffs' performance; demonstrated and conducted work performance critiques.

Provided informal feedback and periodically evaluated employee performance.

Resolved informal complaints and grievances.

Developed work improvement plans, recommended personnel actions as necessary.

Responsible for disciplinary measures as appropriate to the authority delegated in the area.

Approves/disapproves leave requests and assured that subordinates are trained fully and comply with the provisions of safety regulations. Managing several databases (Provided advice and counsel to staff related to work and administrative matters.

Completed Advised and counseled the CMO to focus on clinical responsibilities that can be assumed by a non-physician allowing the CMO to focus on clinical responsibilities.

Served as the Clinic Application Data Processing Coordinator (ADP) assuring all clinic staff are assigned access and the appropriate menus to perform assigned duties and provided training on the use of such menus and maintained clinic files for inactive employees that no longer required computer access.

As ADP Coordinator, duties included working with staff in need of training and assistance with VA software applications and responsible for troubleshooting and resolving equipment issues with the phone system and ADP equipment as well.

Purchased equipment/office supplies for the new Conroe Clinic. Assist senior staff with research and background material related to labor issues.

Worked diligently with IRM for unresolved issues.

Served as the custodian of medical records by maintaining and/storing all medical records and prepared records for retirement. Record minutes.

Provided for full administration of reporting, evaluation, and fee requirements associated with the accreditation of the organization. Enforced established procedures to meet unannounced cashier audits requested by the parent facility for quality assurance of finds and unique standards.

Provided updated information to the Division Support System (DSS) concerning labor mapping, cost delivery reports, and clinic stop codes for accreditation/compliance of the organization.

Responsible for corrective action on encounters created by clinicians to ensure accurate data is readily available for revenue and compliance. Played a central role in the development/coordination of internal review systems to assure both clinical and administrative activities were following agency, accrediting and regulatory requirements.

Assisted in administering the Internal Review, quality and productivity initiatives for the organization.

Developed, interpreted, applied and integrated objective criteria and acceptable standards for monitoring clinic activities and reports. Responsible for overseeing management of primary care Management Module (PCMM) and assigning tasks to the appropriate staff related to maintaining active panels for the providers.

Assisted in meeting the VA performance measures and worked closely with the primary care team to achieve the common goal. US Department of Veterans Affairs- Audie

L. Murphy Memorial Veterans Hospital

San Antonio, USA

Assistant Chief, Voluntary Service

02/2013 - 02/2014

Serves as Assistant Chief, Voluntary Service, supporting the Service Chief with direct reporting to the Assistant Director of the South Texas Veterans Health Care System (STVHCS).

Serve as a direct supervisor of a Voluntary Service Specialist Intern GS 301-9/11 and provide oversight for Secretary, GS 318-6, Division Manager, GS 301-11 and Administrative Program Support Assistant, GS 303-6, Kerrville Division (KD).

Responsible for coordinating, recruiting, selecting, training, assigning and evaluating administrative the personnel process of 1200 volunteers in the South Texas Health Care System, which includes the main hospital and five outpatient clinics.

Assisted Chief with budgeting and financial management support. Assist with various audits and program reviews in order to prepare for such productivity initiatives such as Joint Commission (accreditation body).

Routinely apply knowledge of regulations and principles of Human Resource (HR) Management in health care environments. Demonstrated the ability to work with HR in various positions such as Voluntary Service Specialist and currently as Assistant Chief, Voluntary Service.

Utilized Web-HR and other web-based programs to that require applying knowledge of regulations and principles of Human Resources. Ability to gather, track, and compile data for reports and spreadsheets. Apply HR guidelines and recommendations for initiating Standard Forms

(SF) 52s for recruitment of vacant positions, track submitted personnel request and approve required documents.

Have provided functional statements, completed Job Analysis, submitted PIV documents, participated on selection panels, screened applicants, reviewed and approved final selection certifications. Also interview, screen, place, and counsel without compensation (WOC) volunteers.

Serve as liaison with department heads and service chiefs, managers, and supervisors in developing and implementing new volunteer placement opportunities throughout the medical center.

Have over fifteen years of practical experience gained during my professional government career of applying knowledge of federal, state and local regulations and accreditation standards in medical centers, clinics and remote healthcare settings.

Renewing new laws and directives, developing and implementing local policies, and defining administrative requirements. Communicate with a variety of individuals from diverse backgrounds including staff, administrators, patients and their relatives, state elected officials, and maintain amicable relationships with veteran service organizations regarding the Voluntary Service programs. Utilized interpersonal skills to leverage coalitions with internal/external partners and manage change with positive results at both an organizational and community level.

Advising and counseling the Chief in determining program needs to assure maximum utilization of space equipment, staff, and funds. Responsible for allocating and monitoring donated funds account status, reconciling accounts and disturbing service fund control points according to federal rules, laws, and policies.

As an Assistant Chief, regularly apply analytical and evaluative methods for long and short-range goals as part of an operational planning process. Have issued annual evaluations and reviews for several hundred volunteers.

US Department of Veterans Affairs- Audie

L. Murphy Memorial Veterans Hospital

San Antonio, USA

Voluntary Service Specialist

10/2010 - 02/2014

Responsible for management of over 1,200 volunteers. Apply daily the federal rules, regulations, and policies applicable to Voluntary Service.

Skilled at utilizing resource management by serving as human resource official for volunteers and facilitate 1:1 and group orientations consistent with applicable policies, procedures, and mandatory trainings of the VA hospital.

Serve as the alternate Clinical Application Data Coordinator (ADP) ensuring computer access menus are appropriately obtained for selected volunteers who have passed clearance checks.

Interview, screen, place, and resolve grievances with volunteers, and advise volunteers on matters pertinent to their positions. Facilitate annual evaluation of volunteers from staff in the department to which they are assigned, providing input to the volunteer's work performance.

Responsible for coordinating, executing, and evaluating administrative and personnel actions of the 1,200+ volunteers in the South Texas Veterans Health Care System, which includes two hospitals and numerous outpatient clinics.

Certifying Official for General Post Funds and allocated funds for volunteer meals.

Conduct evaluations of the Voluntary Service program to provide analysis of program operations, procedures, and methods.

Serve as liaison between department heads and service chiefs, managers, and supervisors in developing and implementing new volunteer placement opportunities throughout the medical center, which support medical center goals.

Manage office calendar to ensure all meetings and agendas run smoothly. Communicate verbally and in writing with a variety of individuals from diverse backgrounds including staff, administrators, patients, state elected officials, and Veterans Service Organizations regarding the Voluntary Service programs.

Apply interpersonal skills to leverage coalitions with internal/external partners and manage change with positive results at both an organizational and community level.

Responsible for integrating and coordinating Voluntary Service programs throughout the medical center, developing assignment guides, and developing quality assurance guidelines.

Provide direct supervision and coordinate schedules for Voluntary Service volunteers such as the Information Desk, outpatient surgical waiting room, and the Volunteer Transportation Network drivers.

Maintain knowledge and skills in healthcare operations by assisting in preparation for Joint Commission, SOARS inspections, and Annual Workplace Evaluations.

Manage complex, cross-functional projects such as National Salute to Veteran Patients and the Summer Youth Volunteer program, which included doubling the number of students participating and increasing the number of hours for the total program.

While serving within the Department of Veterans Affairs, Veterans Health Administration, at various stations, I have provided advice on patient safety programs for remote sites.

I have participated in developing service emergency plans and offering advice on local VA construction projects such as the South Texas VA Fisher House project and the master plan for the construction and relocation of Voluntary Service to the Recreation Center that paved the way for domino moves necessary to improve patient care.

This included reviewing blueprints and making revisions. Assist Chief of Voluntary Service with annual budget formulation and budget tracking.

Serve as Project Officer responsible for developing, implementing, and managing projects from start to finish such as National Salute to Veteran Patients, Volunteer Recognition Programs, holiday luncheons, and POW ceremonies.

Develop tracking mechanisms for maintaining data and other important programs from start to finish.

Research, evaluate, and analyze daily operations, projects and activities. Identify processes to improve the efficiency and effectiveness of Voluntary Service administrative and personnel processes.

Prepare ad hoc and recurring reports such as the National Salute to Veteran Patients Report, the VAVS Annual Narrative, and the Voluntary Service Business Plan.

Assist in preparing management briefings relating to the community and VAVS activities.

Assist in developing and researching policies, solutions, procedures, and applicable law pertaining to the Voluntary Service department. Serve as a key consultant and primary educator for all volunteer education and training requirements.

Conduct Annual Joint Reviews (AJRs) with Veterans Service Organizations and provide feedback to ensure goals are being optimized. Develop/update written policies, procedures and training materials for VAVS Representatives and Deputies, Veterans Service Organizations and volunteer orientations.

Analyze and develop training program improvements based on classroom feedback.

Monitor and track annual training requirements for over 1,200 volunteers. Extract data from the national Voluntary Service repository and format the information into databases that facilitate timely decisions, which take into consideration the priorities of the organization before making recommendations.

Conduct presentations and briefings to National Military Coalitions and Military Veteran Alliance organizations in the community, during VAVS Committee meetings and during staff meetings.

Maintain knowledge of computer software and systems such as Microsoft Word, Power Point, Excel, Publisher, Outlook, VISTA/DHCP, and applicable job-related programs such as the Voluntary Service System

(VSS).

Collect critical data during executive committee meetings and provide written recommendations to senior advisory boards. Serve as Acting Chief or Acting Assistant Chief representing the Service at hospital-level meetings and committees.

Work with Beneficial Travel to ensure veterans who utilize Voluntary Service Transportation System do not apply and receive beneficial travel pay reimbursement.

Participated in FY 2012 on the Combined Federal Campaign (CFC) Committee and was instrumental in implementing new activities to raise funds for the campaign.

Complete all mandatory Annual Training in a timely manner. Selected to serve on merit promotion selection panel interviews for Voluntary Service and other departments and routinely reviewed merit promotion policies to ensure federal regulations and guidelines are followed.

Serve as Certified Controlled Substance Inspector for areas within the hospital that contain narcotics.

Assigned duty as alternate timekeeper.

Walden University Maryland, MD

Master of Public Administration

08/2007

Awarded: 2008

Grambling State University Grambling, LA

B.S. in Leisure Studies-Therapeutic Recreation

12/1996

Awarded: 1996

Education and Training

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