Deanna Sheaffer
Battle Ground,WA
Summary
Dynamic leader with a proven track record at VA Portland Health Care System, adept in strategic visioning and fostering stakeholder relations. Spearheaded initiatives enhancing customer relations and team cohesion, significantly improving veteran experiences. Co-founded Bi Women Empowered, showcasing exceptional skills in fundraising and operations management.
Overview
11
11
years of professional experience
Work History
Veteran Experience Manager
VA Portland Health Care System
Portland, OR
07.2020 - Current
- Align company objectives with individual goals, fostering a collaborative environment that prioritized teamwork and collective success.
- Generate valuable insights through rigorous data analysis, enabling informed decision-making across the organization.
- Enhance customer experiences by analyzing feedback and implementing targeted improvements.
- Respond to Congressional, VA Secretary and VA Central Office inquiries.
- Train staff on operating procedures.
- Foster open lines of communication among team members encouraging collaboration towards shared departmental goals.
- Establish strong relationships with clients, fostering loyalty and repeat business through exceptional service delivery.
- Motivate team members through recognition programs focused on rewarding high performers.
- Conduct regular evaluations of team performance, providing constructive feedback and tailored coaching for continued development.
- Perform yearly appraisals and develop performance plans for Veteran Experience Office staff.
- Mentor staff on personal development.
- Facilitate Own the Moment training for all staff, including new employees.
- Create Programs to highlight Veteran Experience and teach sensitivity to the preference and needs of our Veterans.
LGBTQ+ Special Emphasis Program Manager (Lead)
VA Portland Healthcare System
Portland, OR
10.2019 - Current
- Co-Chair the Diversity Inclusion Awareness Leadership workgroup
- Manage the LGBTQ+ Special Emphasis Program SharePoint
- Assist staff in knowing their rights.
- Support staff through filing a discrimination or harassment complaint.
- Create and organize events for LGBTQ+ observances.
- Mentor new Special Emphasis Program Managers
- Identify program obstacles and communicate possible impacts to staff.
- Look at All Employee Survey data to see where there could be improvement for retaining and hiring new LGBTQ+ staff.
- Communicate with leadership on ways to improve the psychological safety of staff.
Co-Founder/Treasurer
Bi Women Empowered
Portland, OR
01.2022 - Current
- Filed for 501c3 nonprofit status which was approved April 2023
- Market opportunities for individuals or companies to donate.
- Seek sponsors for events held by the nonprofit such as retreats and education opportunities.
- Organize fundraising events.
- Keep track of finance accounts and organize receipts for tracking expenses.
- Purchase all supplies for annual retreats the nonprofit puts on.
- Answers questions individuals have regarding the mission and values of the nonprofit.
Patient Advocate
VA Portland Health Care System
Portland, OR
09.2016 - 07.2020
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Monitored patient progress and provided emotional support.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Educated patients on available resources and community programs, increasing their access to needed services.
- Entered details into computer systems and managed database of information.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Enhanced patient satisfaction by addressing concerns and providing information on healthcare rights and options.
- Liaised between patients and medical staff, facilitating effective communication of needs, preferences, and treatment plans.
- Worked effectively with staff from all departments to coordinate resolutions.
- Identified opportunities for improvement in hospital policies that directly impacted patient experience.
- Advocated for patient rights and access to support resources in healthcare settings.
- Assisted patients in navigating complex healthcare systems and procedures to reduce emotional strain.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Program Assistant-Patient Advocacy
VA Portland Health Care System
Portland, OR
10.2013 - 09.2016
- Assisted with planning and coordinating day-to-day operations with the Chief of service.
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
- Supported planning and coordination of Patient Advocacy program and associated activities.
- Created and updated records and files to maintain document compliance.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Managed both digital and physical filing systems and retrieved documents as required.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Coordinated and communicated with external stakeholders to support program objectives.
- Offered technical support and troubleshot issues to enhance office productivity.
Skills
- Business Development
- Strategic Partnerships
- Strategic Visioning
- Customer Relations
- Fundraising
- Stakeholder Communication
- Operations Management
- Stakeholder Relations
Accomplishments
- VISN20 Recognition for PATS-R Implementation
- Good Catch Award
- Outstanding performance Appraisal
References
Katina Collins 360-635-7146
Dr. Frederick White 504-606-2716
Dr. Anders Goranson 603-667-5415
Timeline
Co-Founder/Treasurer
Bi Women Empowered
01.2022 - Current
Veteran Experience Manager
VA Portland Health Care System
07.2020 - Current
LGBTQ+ Special Emphasis Program Manager (Lead)
VA Portland Healthcare System
10.2019 - Current
Patient Advocate
VA Portland Health Care System
09.2016 - 07.2020
Program Assistant-Patient Advocacy
VA Portland Health Care System
10.2013 - 09.2016