Administrative Assistant & Customer Service Specialist
Resume:
Tina Lutzen
**************@*****.***
Pearl River, LA 70452
Experience
Assistant Administrative Officer Naval Research Laboratory, John C. Stennis Space Center, Bay Saint Louis, MS
March 2023 – September 2025
• Assisted the Administrative Officer with duties in the Oceanography Division
• Acted as the liaison between the Division’s employees and the Human Resources Office
• Did the paperwork and briefings for new employees for nine months
• As the liaison, I communicated information from the HRO on HR issues and personnel regulations to the Division Head, supervisors and Branch supervisors.
• Drafted position descriptions into a government system
• Prepared recruitment, retirement and resignation packages and routed them for approval, etc.
• Drafted requests for personnel actions (RPAs)
• Researched data concerning personnel and compiled reports to submit to the Division Head and Superintendent
• Composed correspondence (memos, letters, emails, etc.) related to the human resources duties of the position
• Maintained and safeguarded both hard copy and electronic employee information
• Requested security clearances for employees
• Drafted SOPs on almost all of the human resources duties of the position for my reference and also used them to train other employees. And saved them in the common drive for them to be a future reference for everyone.
• Used Microsoft Outlook, Teams, Excel and Word on a daily basis to perform duties of the position
• Used automated office equipment such as an MFD (multi-functional device) to make copies, scan documents and forward to my email
• Received and made phone calls to and from former employees, current employees, supervisors, higher echelon at the Naval Research Laboratory, etc. on a regular basis concerning HR (human resources) issues
• Received and made phone calls to and from former employees, current employees, supervisors, higher echelon at the Naval Research Laboratory, etc. on a regular basis concerning HR (human resources) issues
Health System Specialist, PEBLO, MEDDAC Fort Drum, NY October 2017 – March 2023
June 2012 - February 2016
• Drafted memos for various reasons to/for different personnel (Physical Evaluation Board, Veterans Affairs, Physical Disability Agency, etc.) and reviewed the content to ensure grammar and spelling were correct
• Drafted emails and other correspondence (appointment slips, etc.) and took care to edit them as necessary
• Counseled military personnel from all branches of the uniformed services, retirees and families being processed through the Army Physical Disability Evaluation System (APDES).
• Coordinated evaluation appointments and scheduled follow-up appointments.
• Assisted in preparing appeals and rebuttals
• Provided information on rights and benefits to military personnel and retirees discharged for physical disabilities with or without severance pay.
• Referred personnel to appropriate agencies to obtain counseling/guidance on benefits provided by the Department of Labor, Social Security Administration and Veterans Affairs
• Trained leadership on Fort Drum regarding the issues relevant to the Integrated Disability Evaluation System.
• Reviewed C&P (Compensation & Pension) exams and NARSUMs (narrative summaries) for completeness which involved reviewing medical records.
• Maintained and safeguarded both hard copy and electronic medical information
• Released medical information to authorized personnel in accordance with established guidelines
• Assisted soldiers in preparing their appeals, rebuttals, and reconsiderations.
• Coordinated the assignment of legal counsel for soldiers during their medical board process.
• Provided information and advice on rights and benefits to soldiers.
• Referred soldiers in the medical board process to the appropriate person(s) at each stage in the IDES process right for the situation
• Notified soldiers of their C&P medical appointments scheduled at the VA for them by email and telephone.
• Communicated with soldiers, military leaders, nurse case managers, clinic personnel, doctors, etc. by email and telephone regarding soldiers’ cases.
• Explained deadlines, expectations and timelines at every stage and overall for the IDES process to soldiers and family members.
• Reviewed major paperwork (profiles, medical records, VA Referral, VA claim form, NARSUM, Impartial Medical Reviews, appeals, DA Form 199 and VA Disability Ratings) with soldiers at every stage in the IDES process and explained options at every stage of the IDES process.
• Applied sound judgement, ingenuity and persuasiveness in motivating soldiers to meet deadlines and apply for benefits for which they were eligible.
• Communicated effectively with belligerent/angry or extremely frustrated service members and family members.
• Knew when and how to refer soldiers and family members to appropriate sources.
• Have extensive knowledge in automation equipment usage to document progress, concerns or other issues relevant to the soldier’s case
• Made entries and updated the appropriate databases (EDES, VTA & the local Tracker which is a Microsoft Access database) as cases progressed through the IDES process
• Provided necessary information needed to obtain statistical information about my duties to my supervisors for their reporting to higher echelon
• Traced all assigned cases and analyzed performance against established metrics
• Used ALTHA to print medical records as evidence to use for appeals
• Identified problems and recommended changes to command policies and improvements to processes and services provided to service members and their families in staff meetings
• Provided, reported, briefed, trained and responded to inquiries from senior leaders.
• Gave mass initial PowerPoint briefings to save time, to be more efficient and effective as a PEBLO
(Physical Evaluation Board Liaison Officer). These mass initial briefings also helped to answer soldiers’ questions as early as possible for soldiers starting in the IDES process as a group which also saved plenty of time since answering the same questions for eight people at the same time only takes 1/8 the time it would have if answering them individually. This also lessened soldiers’ frustrations during the process since they knew what to expect next every step of the way.
• Requested appeals to be drafted from attorneys for soldiers in the IDES process at the NARSUM and DA FORM 199 stage of the process
• Requested IMRs (impartial medical reviews) to be drafted from providers (doctors and physician assistants) for soldiers in the IDES process
• Controlled my own schedule to lessen the walk-in rate to allow time to review incoming C&P exams, telephone messages and emails
• Gave good customer service to the soldiers and others that I encountered by giving fast turn-around on answering questions by email and telephone.
• Top performer out of eleven PEBLOs two years in a row Medical Support Assistant, William Beaumont Army Medical Center, Fort Bliss, TX July 2009 – June 2012
• Worked as a fill-in “floater” medical clerk for most clinics on Fort Bliss and at WBAMC (surgical clinic, endocrine clinic, infectious disease clinic, physical therapy clinics, dermatology clinic, immunology clinic, allergy clinic, rheumatology clinic, optometry clinics, pediatric clinic, etc.)
• Used CHCS to schedule appointments and print various results for providers (radiology results, lab results, etc.)
• Used ALTHA to check in patients for their appointments and to print SF-600s (paperwork for nurses to write down vital signs and any changes in medications for the physician)
•Used ALTHA (Armed Forces Health Longitudinal Technology Application) to check in patients for their appointments and used CHCS I (Composite Health Care System) to schedule patient appointments and other duties.
• Used ALTHA to print medical records and test results.
• Scheduled patients’ appointments in person and over the phone.
• Answered phones, transferred calls, left messages (in paper form and in the form of telephone consults)
• Filed and retrieved medical records kept within the clinics
• Had a close professional relationship with other medical professionals (medical support assistants, nurses and providers) in various clinics
• Trained new medical support assistants to use the computer systems in order to schedule appointments in various clinics, to access laboratory results, to access radiology results and print upcoming and past appointments for patients.
• Trained new medical support assistants on how to draft paperwork and file records for the particular clinic we were working in at the time
• Directed patients to the patient administration division to update their personal information in the system
• Helped keep complaints low at the Soldier Family Medical Clinic on Fort Bliss, Texas by being the main phone answerer during the month of April 2010.
• Performed a research task for Mr. Lozano, my supervisor, in February 2010 to uncover the reasons patient referrals were not being scheduled.
Education
Sep 2008-March 2010
Master’s Degree, Healthcare Management, Webster University, Fort Bliss, Texas GPA: 3.8 Total Credits earned: 36
Sep 2003-May 2005
Bachelor’s Degree, Healthcare Services, University of Phoenix, Santa Teresa, New Mexico GPA: 3.87 Total Credits earned: 66
Sep 1994-May 1996
Basic Coursework, El Paso Community College, El Paso, Texas Total Credits earned: 60
Sep 1986-June 1989, High School Diploma, Pearl River High, Pearl River, Louisiana
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