Veterans Program Operations & Caregiver Executive
Resume:
DOUGLAS MCARTHUR BROOKS JR
Email: *************@*****.***
Skills
· USAccess (database management)
· MS Connect biometrics
· Crossmatch Biometrics Identity Management
· Click Up Solutions (Time Management)
· Sartsheet
· Epic EMR (Electronic Medical Records) Cadence
· Microsoft Office 365 Office Suite
· MS Teams, Zoom
· ZOOM Phone (call center)
· VACABS
· Athenahealth, AdvancedMD
· SharePoint, UUNet, Paylocity
· Quick base, Write
· SimplePractice
Security Clearance
Public Trust Tier 2
Experience
Medical Assistance (Caregiving)
January 2025 - Present
Provide medical assistance and caregiving services to veterans and their families. Administer escribed medications and maintain accurate health records according to strict care plans. Help clients transfer safely from beds to wheelchairs, and provide support with walking and fall preventie and serve nutritious meals tailored to specific dietary restrictions, allergies, and client preferences. Observe d promptly report changes in physical and mental health to health agencies, Phrygians or family members. Provide emotional support, active listening, and engagement in meaningful activities and light exercise Perform light housekeeping duties including laundry, vacuuming, and organizing to ensure a safe living environment. Other duties as needed.
VetsEZ Info Inc. (Veterans Administration)
Program Operations Specialist (contractor)
August 2022 – September 2024
• Supervised a team of 6 PIV Program Associates and 2 Administrative Specialists. Responsible for workforce scheduling, operational project analysis of grants and contracts. Provided performance oversight of policy & procedures.
• Ensured the development and integrity of all IT systems using USAccess, MS SharePoint and internal PIV credentialing software to evaluate, verify and manage all VA employee qualifications and regulatory compliance for federal security clearance and PIV badging. Validate licenses, State identification, Birth certificate and US Passport for processing.
• Used DEEL velocity software systems as a risk assessment tool to track how fast a specific piece of identification information is used to process fraud detection.
• Perform biometrics processing to include capturing electronic fingerprints, photographs, and eSign. Assist applicants with fingerprint processing data analysis, reviewing biometric systemic documentation. Provide operations support to include email communication, scheduling assistance, and coordination of deliverables to stakeholders. Provide the highest level of customer service to all applicants, capturing VA employee data and biometrics. Update relevant documentations using MS Excel to provide workflow status in MS Teems meetings
• Safeguard and collect biometrics, using multiple federal GSA sources and analyze data analysis to present useful information for changes to include capacity requirements. Cleaning data analysts, preparing data by removing or fixing incomplete, inaccurate, corrupted, duplicated, or incorrectly formatted disclosure and deliverables. Developed data infrastructure standards, policies and procedures, managing the compilation of VA PIV survey distributions and security retrievals. Managed the flow of relevant information via (web-based portals) and operations’ departmental inbox through MS SharePoint.
• Confered and transmit technical and nontechnical FTE SharePoint Deliverable findings in a clear and compelling way using spreadsheets and PowerPoint slides to management staff and stakeholders. Managed Teams databases and troubleshoot issues, providing actionable employee TSI algorithms and strategic insight analyses that are useful for
structured US Access queries. Utilized intake process to improve user experience, by tracking and monitoring all PIV work requests through the entire Service Delivery Life Cycle (SDLC). Monitored contract and federal employee state identification, visa and passport processing, maximizing efficiencies and productivity. Gather and review application documents to ensure accuracy and compliance with relevant country specific visa requirements and passport regulations. Maintain and track passport reporting documentation to ensure passport validity for all OPM (Office of Personnel Management procurement.
• Liaise with embassies and consulates to track application statuses and address any inquiries or issues promptly. Packaged and mail passports to ensure travel readiness for deployments. Deliver and retrieve passports to/from embassies for processing.Coordinate travel reservations for staff/contractors for airline, car rentals, and hotel accommodations. Report on incoming requests, manage funding requests, maintain good rapport with customers, provide customers help desk support and status updates on customer service requests, and close out service requests when completed.Utilize the NASA provided tool (JIRA) for work management from the Atlassian tool suite (Jira, Confluence). Maintain and document all Standard Operating Procedures (SOPs) for WSO, including Incident
•
AsAston Carter Recruitment Services
Medical Office Associate (MedStar)
January 2022 – August 2022
• As Call Center Coordinator, I was responsible for overseeing and optimizing the operations of the Medstar (Hyattsville) call center, ensuring high-quality customer service and meeting business objectives. I managed staff, monitor performance, implement strategies, and analyze
data to improve efficiency and productivity. One of my Key responsibilities included hiring, training, and motivating staff, as well as handling customer complaints and implementing quality control measures.
• Accurately record highly sensitive patient information in the registration portal for (COVID-19) testing while managing discretion and adherence to HIPAA regulations
• Inspect recorded information for accuracy, completeness, and compliance with established guidelines.
• Troubleshoot technology and data software issue for the registration portal throughout and after the patient registration process. Notify site manager or any team lead of any issues that may compromise patient information or data protocols. Respond to members of the Medical One Medical Membership testing process and membership subscription.
• Coordinate testing and registration workflow with other clinical on-site staff when requested by site manager and leads. Manage patient movement throughout the testing site and center. Guide patients through follow up and managed care. Daily posting of charges and payments. Scanning of fee slips and EOBs, deposits, claims submissions for Medicare, Medicaid and private commercial insurance providers. Follow up on accounts and claims when no response from the insurance provider has been received. Gather information regarding other pending claims on accounts and check status of claims utilizing the websites for various insurance companies. Research, identify, and rectify any special circumstances or denial trends affecting resolution of patient account and provide the finds to the practice manager.
• Using AthenaOne billing and coding software, identify and create batches for necessary billing adjustments. Review statements and communicate the specific manner in which the claim processed with patients. Contact insurance companies by phone, email, and written
correspondence to resolve issues preventing claims from being processed correctly, including verifying benefits and eligibility date. Provide patient care services and heavy phone scheduling and coverage, using IDX and AdvancedMD software systems for the central scheduling and verification unit for high volume call for patient appointments for Advanced Heart, Rheumatology, Cardiac Care, Gastroenterology and Primary and Acute Care.
• · Manage calls from patients and providers seeking accurate, scheduling for their medical appointments and procedures for MedStar patients at various MedStar facilities and Urgent Care Centers. Call patients and providers to inform them about the appointment schedules and surgical clinics using Med Connect. Maintain heavy call volume for patient and provider pre-registration & pre-authorization referral intake. Provide high volume call verification and central scheduling production, and call back log completion for MedStar patients.
• · Schedule medical appointments through coordination of patients, providers, facility resources, ancillary staff, records, referrals, authorizations and payers. Receives and initiates calls to/from patients, provider offices and facilities, while following all established scheduling procedures and protocols to ensure patients receive the demographics, insurance information and necessary charts and scans required to secure authorization referrals determined by various health-care facilities. Responsible for obtaining and properly documenting all necessary and accurate data during the intake/registration process. Acquire and document pertinent patient identification information in accordance with procedural guidelines to HIPPA laws. Maintain Pre-post-test instruction for questions to medical team and Management Supervisors as appointed. Ensure patient has "no surprises" at point of service by setting payment expectations, as well as, providing estimated payment detail where applicable for PPO, HMO, Workers Compensation, No-Fault carriers
and their guidelines.
Wisetek USA
Administrative Specialist (Sales) / Systems Tech
December 2018 – July 2021
• § Maintained vendor and ecommerce internal tracking database for all wholesale and product placement systems.
• § Deploy, maintain, and troubleshoot core business applications, including application servers, associated hardware, endpoints, and databases using Microsoft dynamics Navision Software. Meet and coordinate with internal and external management to establish project scope, system goals, and requirements.
• § Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flowcharts for developers and testers to follow. Translate highly technical specifications into clear non-technical requirements.
• § Manage the set-up and configuration of security systems. Define and coordinate the execution of testing procedures and develop test cases to serve the overall quality assurance process. Provide documentation of all processes and training as needed for cost containment.
• § Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot reported errors and alarms. Manage the day-to-day operations for the Chief Programming Executive and GM, GA Programming including calendar scheduling, meeting notetaking, email maintenance, handling phone calls and other ecommerce requests.
• § Manage daily schedules, proactively providing materials and reminders as well as navigating scheduling conflicts as they arise. Coordinate meeting preparation (including catering when necessary),
material preparation, and related activities.
• § Responsible for all travel arrangements for Chief Programming Executive & GM, GA Programming. Responsible for submission and tracking of all expense reports for Chief Programming Executive & GM, GA Programming.
• § Provide administrative support, including but not limited to drafting correspondence, updating/maintaining spreadsheets, and creating/modifying/maintaining documents. Provide backup and overflow support for Administrative Coordinators in GA Programming.
Monument Enterprises L.L.C.
Technical Assistant
January 2008 – December 2018
• aintain and administer computer network and related computer environments including hardware, routing and switching, applications and security configurations.
• § Responsible for internal and external events and key customer meetings, including oversight of key group meetings and events that align with the Security organization.
• § Work closely with the Chief Security Officer to prioritize events and meetings for the Security team as well as prepare any content necessary.
• § Convert ideas and leadership inputs into executive level PowerPoint briefings and Proforma spreadsheets.
• § Gather knowledge and coordinate execution across multiple global partner operations and support teams (e.g., legal, communications, public relations). Monitor data backups for email communications identified and assigned tasks and providing appropriate tracking and reporting per project log entry.
• § Develop relationships with senior level management and external
vendors. Make recommendations and reports to the executive leadership on status of projects, priorities, meetings and other areas of oversight.
• § Manage the product and expansion to company sites to maximize impact of visibility and employee communication with the Security team. Act as primary customer contact for assigned cross organizational or operations projects. Coordinate project performance and financial reports, and respond to ad hoc reporting needs
• Liaising with stakeholders at the Office of Alumni Affairs.
• Monitor and evaluation of the CDAF process, ensuring a complete feedback loop to the funder
• Handle operational and administrative duties for the Managing Director including scheduling all internal and external meetings, conducting mapping exercises, drafting correspondence, providing input to external-facing materials, and facilitating outreach to external partners and stakeholders. Advanced candidates will also have the opportunity over time to co-develop strategic priorities for the MD and the team.
• Lead logistical support, develop invitations and materials, and serve as the operational point of contact for public events, study tours, and expert convenings in Washington, DC, abroad, or virtually
• Draft briefing materials, monthly newsletters, social media posts, and blog posts and format research report
• Provide research assistance to the Managing Director and collaborate on her priorities
• Support fundraising and financial management, including by managing budgetary information, maintaining stakeholder relationship data, liaising with donors and partners, and drafting grant reports and proposals
• Interface with GMF information management systems for donor relationship management, email distributions, invoicing, report formatting, file storage, virtual meetings, and other administrative
functions
• Monitor relevant US-EU-China emerging technology issues, developments, and policy p
• Worked with the Strategic Communications & External Affairs team to promote and advance the CDAF program, including developing impact storytelling around various Fund projects
• Worked with the Program Manager, Career Connections and Senior Program Manager, ExchangeAlumni, to develop a series of proposal-writing and budgeting workshops each year for alumni, to be delivered virtually and in-person, in addition to supporting the development of asynchronous content for the alumni learning platform
• Supervise a designated program inter
National Disabilities Rights Network
Executive Assistant Logistics Coordinator
November 2003– November 2007
• Coordinate receipt and compilation of NDRN Board meeting materials utilizing the ISO application. Managed the Executive Director’s calendar, makes travel arrangements, completes monthly timesheets, updates weekly tasks tracker, and prepares expense report.
• Respond to inquiries from the Association’s members and the public at the direction of the Executive Director.
• Serve as the point for office administration vendors and acts as a liaison with building office management.
• Coordinate travel arrangements for CEO and family (i.e., flights, hotels, car service etc.) · Complete light office tasks such as restocking the kitchen, ordering office supplies, setting up conference rooms.
• Spearhead event planning for C-suite which would include booking venues, selecting caterers, and arranging of any deliveries etc. · Manage
and maintain the CEO schedules, appointments, and travel arrangements. · Coordinate and schedule, reschedule, meetings, conferences, and events, p preparing and distribute meeting agendas, minutes, and other relevant materials. Answered and direct phone calls, taking messages, and handling all correspondence. · Prepared reports and presentations, and data analysis for board of directors and stakeholders.
Medstar Health (Washington Hospital Center)
Medical Office Assistant III
October 1997 – November 2003
• § Provide administrative support to the Medical Director of the Pain Management Department of Anesthesia
• § Coordinate meetings, manage input for web communications and assist with meeting summaries and reports for external based affiliates and the American Medical Association
• § Develop data and materials for ecommerce and web-based survey data
• § Maintain and schedule patients for inpatient and outpatient procedures and follow up
• § Track patient database information and insurance verification status, insurance coding and billing for departmental cost containment
• § Maintain physician documentation for credentialing and legal certifications
• § Maintain patient files and pharmaceutical data. Managed office operations, including scheduling appointments, maintaining files, and organizing office supplies.
• Oversee human resources functions such as onboarding new employees and maintaining employee records.
• Utilized QuickBooks for financial record-keeping and invoicing.
• Provided exceptional phone etiquette when handling incoming calls and addressing inquiries.
• Assisted in medical office management tasks, ensuring compliance with regulations and patient confidentiality.
• Supervised administrative staff and delegate tasks as necessary to ensure efficient workflow.
• Maintained office management protocols to enhance productivity and organization within the workspace
Education
University of Maryland Global Campus, College Park, MD
B.A. Business Management
Graduated: 2008
Brightwood College, Beltsville, MD
Comptia A+ (Certification)
A.A. Information Technology
Graduated: January 2000
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