Stevie R. Garcia
Reno,NV
Summary
Dedicated professional with over 20 years’ experience in customer service delivery, management of administrative processes, and quality control. Qualifications include excellent service/management skills, strong communication skills, administrative experience, and ability to work on a team with diverse group settings. Computer proficient and able to adapt to new systems and processes. Works well under pressure in multi-tasking management environments.
Overview
27
27
years of professional experience
Work History
Program Analyst (VERA Coordinator) GS-11
Health Administration Service
03.2022 - Current
- Serves as the secondary management advisor to the Chief of Business Service for the Veterans Equitable Resources Allocation (VERA) program
- Serves as technical authority in interpreting and applying guidelines and formulating policies as it pertains to VERA
- Formulates and implements plans in collaboration with the Chief of Business Service to ensure program needs of the facility are met in the most effective and efficient manner to maximize VERA funding requirements
- Coordinates VERA information and identifies discrepancies to achieve a comprehensive and integral program consistent with the facility's current and projected missions, goals, and objectives
- Uses facility-wide management information systems to ensure the capture of cost, workload, and VERA data to evaluate resource utilization and VERA performance throughout the facility
- Provides routine and ad hoc support to the Integrity & Compliance Program (I&C) and the Medical Cost Accounting Program (MCAP)
- Conducts specific VERA information inquiries and audits to capture potential facility VERA funding loses for the VISN Business Implementation Managers (BIM)
- Monitors, corrects, and analyzes utilization data within the facility
- Develops training materials and other tools to assist managers in utilizing VERA reports
- Manages in-depth reviews of the facility's service lines to evaluate resource utilization and workload/cost reporting, conducts data validation activities, and provides written reports on findings along with recommendations for improving program activities to the Chief of Business Service
Program Specialist GS-11
Community Care
02.2020 - 03.2022
- Initiates, completes, and maintains all Veterans Choice Agreements (VCA) for dental, Home Health AID (HHA), Bowel and Bladder (B&B) and Adult Daycare facilities
- Assists daily with complex Non-VA care coordination as it pertains to referral authorization guidelines, veterans’ Community Care Network (CCN) benefits, and provider reimbursement
- Performs duties as the service Administrative Officer to included: new position requests, vacant position fill requests and updates, new staff on-boarding, PIV sponsorship, software access requests, service suspense’s adjudication and completion
- Manages and updates service vacancies spreadsheets and shared trackers with Reno SSU and SBU representatives
- Serves as the service Talent Management System (TMS) administrator
- Serves as the Community Care provider Point of Contact (POC) for the Provider Portal Management System (PPMS)
- Serves as POC for the Veterans Engagement Team, addressing and resolving all Patient Advocate Tracking System (PATS) cases assigned to Community Care
- Reviews Community Care rejected claims for appropriate billing codes and payment authority
- Assists with all Office of Community Care (OCC) new policy and service implementations
Supervisory Program Specialist GS-9
Community Care
02.2019 - 02.2020
- Provided supervision, direction, oversight, and coordination for the NVCC support staff which included Authorization Clerks, Scheduling Clerks, Utilization Review RNs, and Scanning Administrative Clerk
- Established performance standards and evaluations
- Initiated actions on disciplinary matters, awards, and labor relations issues
- Trained employees on Mission Act policy updates, procedure changes, and practices of management as they relate to Community Care workflow
- Monitored consult processing productivity reports to show employees’ weekly and monthly progress and to work toward a common goal
- Monitored TriWest Community Care portal to ensure completion of all notification to include: scheduling, secondary authorization requests (SARs), consult returns and general TW authorization inquiries
- Served as the liaison between the Third-Party Administrator (TPA) and the VA
- Monitored Community Care Metrics reports to ensure compliance with the Office of Community Care (OCC) standards
- Cross-trained Community Care staff on Health System Referral Management (HSRM) for 100% services implementation
- Cross-trained Community Care Staff on Provider Profile Management System PPMS for 100% implementation
- Implemented daily workload practices to consistently meet daily workload demands and challenges
- Consistently met the Office of Community Care (OCC) consult management metrics goal of 90% or higher during rating periods
- Played a key role in the implementation and transition to the new Community Care Network (CCN)
- Assisted Community Care providers with accessing HSRM to streamline referral coordination process
- Resolved customer billing issues and complaints, working closely with the Veterans’ Engagement team
Lead Authorization Coordinator GS-7
Non-VA Community Care
09.2017 - 02.2019
- Provided supervision, direction, and oversight in the processing of all Non-VA Community Care referrals
- Reviewed and distributed all Community Care referrals using Fee Basis Claims System (FBCS)
- Communicated with appropriate Clinical Service Chiefs for approval and or denial of specific Community Care Consults
- Monitored the processing and uploading of Community Care consults to the TriWest portal
- Provided routine referral management training to staff
- Developed training modules for new staff within the NVCC program
- Trained new staff on Community Care standard operating procedures
- Reviewed consult reports to ensure compliance of Community Care metrics requirements
- Monitored the Third-Party Administrator (TPA) activity to include secondary authorization requests (SAR) response time, appointment scheduling, notifications, appointment document downloads and referral returns
Program Support Assistant (PSA) GS-6
Non-VA Community Care
04.2016 - 09.2017
- Performed a variety of clerical, administrative and technical duties in support of the Veterans Choice Program
- Provided care coordination for all Non-VA care/PC-3 neurosurgery, pain management, Anastasia blocks, and sleep clinic referrals
- Assisted with care coordination between VASNHCS and Community Care network providers and vendors
- Provided customer services, educating veterans, and non-VA providers about Choice-First care and eligibility
- Assisted in the submission of program data to local leadership and VISN 21 regarding comprehensive facility quarterly reports
- Assisted with the tracking of various fiscal data that specifically pertains to the Veterans Choice Program
- Served as the primary timekeeper for NVCC
Medical Support Assistant (MSA) GS-5
Communication Center
10.2014 - 04.2016
- Provided administrative support to VA Sierra Nevada Healthcare System and VA Northern California Health Care System
- Served as the liaison between the providers and patients
- Utilized VISTA, CPRS, TRM Plus, and Cisco Agent Desktop operating systems to achieve daily MSA functions
- Performed record keeping, clerical, and scheduling duties related to patient treatment
- Applied basic medical knowledge to address the veteran’s medical care needs, questions, or complaints
- Determined the urgency and needs of the veteran to initiate appropriate communications for care to the clinical staff
- Reviewed and interpreted providers’ orders and scheduled patients for appointments and follow-ups in accordance with standard operating procedures
- Served as the department's official timekeeper responsible for the preparation, maintenance and timely submission of any official time and attendance records and reports for 28 employees
- Occasionally served as the point of contact (POC) in the absence of the supervisor resolving any call center customer and technical issues
Registered Pharmacy Technician (RPhT)
Rite Aid Pharmacy
05.2010 - 06.2014
- Performed all functions and duties of a Pharmacy Service Representative to ensure prompt service in the Specialty Pharmacy
- Performed computer entry of prescription information including but not limited to: patient search, prescriber search, drug selection, prescription interpretation & entry, insurance billing and basic problem resolution
- Prepared prescriptions and products for pharmacist as permitted by state law and HIPPA rules and regulations
- Distributed patient medication(s), and promoted vaccination initiatives and prescription care management programs
- Assisted with maintaining Pharmacy upkeep and maintenance needs
- Performed patient benefit investigation
- Reconstituted and prepared oral and IV medications where permitted by state law
- Assisted in inventory management processes including order review, inventory returns, and recalls
Internship/Volunteer
Foster a Dream
10.2012 - 01.2013
- Performed various clerical duties to include, answering incoming phone calls, making copies, updating spread sheets
- Received and documented in-kind donations from various companies and public donors
Internship
Bridge to Life
10.2011 - 01.2012
- Performed intake assessments for new veteran residents
- Performed follow-up assessments
- Prepared incident reports
- Maintained client files according to program policy
- Coordinated appointments for veterans to receive healthcare, dental care, physiological evaluations, and vocational rehabilitation, Supplemental Security Income, and disability benefits
- Performed individualized job searches according to veterans’ qualifications
- Performed permanent housing searches for qualified veterans
- Distributed mail and veterans’ prescription medications from the Department of Veterans Affairs
- Assisted with daily meal preparations
Internship
Habitat for Humanity
11.2010 - 02.2011
- Performed various clerical duties to include, answering incoming phone calls, making copies, updating spread sheets, and retrieving and sorting mail
- Received and documented in-kind donations from various companies and public donors
- Processed in-kind and monetary donations into Habitat for Humanity’s database
- Prepared acknowledgement letters for donors
- Prepared various signs and flyers for the opening of a new reset store
- Prepared envelopes for quarterly fundraiser
Merchandiser/Support Associate
Macy’s
11.2008 - 05.2010
- Provided customer service
- Responded to customer inquiries and complaints
- Stocked merchandise on store floor as needed
- Maintained stock rooms to departmental standards
- Processed store returns, mark-downs, and mark-ups
- Assisted in floor moves and merchandising as instructed by department manager
- Maintained selling floor presentations and restock of merchandise as needed
Staff Sergeant/Culinary Specialist/Supervisor
United States Army
06.1997 - 08.2008
- Charged with the accountability of 10 soldiers’ daily activities during on and off duty hours
- Conducted daily health and welfare inspections of soldiers’ quarters to ensure cleanliness and adherence to barracks occupancy policies
- Communicated with chain of command regarding soldiers’ behavior and disciplinary issues whenever necessary
- Assisted in training of food service safety according to Army manuals and regulations
- Counseled soldiers monthly on job performances and career progression
- Prepared Non-Commission Officers (NCO’s) yearly evaluation reports
- Performed daily computer entry and data retrieval of soldiers training records, monthly counseling reports, and physical fitness or progress reports
- Supervised daily maintenance and sanitation of large Army dining facility according standard operating procedures
- Submitted weekly prime-vendor orders using automated ordering systems three times weekly
- Maintained a running inventory of $60,000 to $100,000 in accordance with Army dinning facility food service regulations and guidelines
- Monitored waste management to lower food cost by 30% ensuring further profit for the establishment
- Monitored control costs, including product line variance, customer service, food safety and quality, cleanliness, sanitation, and maintenance of the facility
- Supervised and trained food service teams for rapid field training deployments
- Planned and directed food service operations field exercises
- Served as Equal Opportunity (EO) representative at Unit level
- Investigated and addressed various EO complains to include sexual harassment, sexual assault, verbal abuse, physical abuse, and various racial and gender issues in the work place
- Prepared written reports to initiate EO investigations by Battalion or Brigade Equal Opportunity Officer
- Assisted in EO investigations and attended disciplinary action hearings
Education
Bachelor of Science Degree - Human Services
University of Phoenix
02.2013
Associates of Science - Pharmacy Technician
Carrington College
03.2010
Skills
- Microsoft Office Suite
- VISTA
- CPRS
- EXCEL
- TMS
- Work Planning & Prioritization
- Eligibility Determination
- Confidential Files/Correspondence
- Public Speaking & Presentations
- Quality Assurance Standards
- Customer Service Delivery
- Regulatory Compliance
- Medical Terminology
- Requirements gathering
- Business process improvement
- Strategic planning
- Risk assessments
Timeline
Program Analyst (VERA Coordinator) GS-11
Health Administration Service
03.2022 - Current
Program Specialist GS-11
Community Care
02.2020 - 03.2022
Supervisory Program Specialist GS-9
Community Care
02.2019 - 02.2020
Lead Authorization Coordinator GS-7
Non-VA Community Care
09.2017 - 02.2019
Program Support Assistant (PSA) GS-6
Non-VA Community Care
04.2016 - 09.2017
Medical Support Assistant (MSA) GS-5
Communication Center
10.2014 - 04.2016
Internship/Volunteer
Foster a Dream
10.2012 - 01.2013
Internship
Bridge to Life
10.2011 - 01.2012
Internship
Habitat for Humanity
11.2010 - 02.2011
Registered Pharmacy Technician (RPhT)
Rite Aid Pharmacy
05.2010 - 06.2014
Merchandiser/Support Associate
Macy’s
11.2008 - 05.2010
Staff Sergeant/Culinary Specialist/Supervisor
United States Army
06.1997 - 08.2008
Associates of Science - Pharmacy Technician
Carrington College
Bachelor of Science Degree - Human Services
University of Phoenix
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