JACQUELINE THOMAS
Rio Rancho,NM
Summary
Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 25 + years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths. Proven track record of maintaining efficient office operations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Administrative Officer
Santa Fe National Forest Service Santa FE
10.2021 - Current
- Provides coordination, direction, policy interpretation, and guidance regarding preparing, revising, monitoring, and evaluating organization budget estimates.
- Directs monitoring and tracking obligations and expenditures throughout budget execution phase
- Works with servicing Human Resources office representatives to identify and resolve workforce needs and problems
- Oversees program comprising various functions, including incoming/outgoing correspondence, records management, publications/forms management, administrative standard operating procedures, administrative internal controls, and organizational file management
- Uses verification to ensure obligations and expenditures occur on time under financial plan and regulatory controls and are within amounts obligated.
- Conducts complex analytical studies of organizational elements and works to identify problems and approve resource utilization, administrative support, and management effectiveness.
- Assures that internal systems and procedures for carrying out unit's administrative functions meet requirements of balancing costs, benefits, productivity, and effectiveness
- Explores solutions to problems and recommends action based on results of studies, surveys, and individual interviews, which impact administrative operations of unit
- Keeps management informed of new or revised administrative policies, regulations, and procedures that affect organization
- Establishes internal procedures to ensure adequate control regarding deadlines, progress reports, and directives and uses initiative in developing strategies that will increase the general flow of information and overcome bottlenecks in the administrative process
- Serves as the organization advisor on workforce matters by coordinating organizational needs with office requirements, directing the initiation and processing of personnel actions, and facilitating the accomplishment of various workforce programs
- Analyzes and advises on the implications of proposed management decisions and the administrative aspects involved in workforce acquisition, retention, motivation, development, and use
- Plans the work to accomplish by the unit, assigns work to employees, and establishes production or quality standards for the unit's work
- Documents and communicates guidelines and performance requirements to employees
- Performs supervisory duties 20% or less of the time
- Conducts formal performance reviews; and identifies and provides for employees' developmental and training needs
- Serves as the Civil Rights Representative for the SFNF
- Hears and resolves employee complaints, effects minor disciplinary measures, and recommends action in more severe cases.
- Maximized sound operations and continually reviewed administrative functions for potential process improvements.
- Reviewed incoming communication and prepared replies to general inquires and routine actions.
- Used variety of office applications tools and systems to generate reports and PowerPoint presentations.
- Provided administrative support and implementation for financial administration, evidence and inventory control and human resources management.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Created, prepared, and delivered reports to various departments.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Affiliations Coordinator
Department Of Veterans Affairs
01.2020 - 10.2021
- Incumbent was responsible for maintaining all on boarding of residents, fellows , medical students, and all Allied Health Associates for the Charleston VAMC
- Investigates and assesses all applications and proceeds to track approx 1800 Allied Health, Medical, Fellow and Residents through various software through the duration of their tenure
- Incumbent meets and maintain related educational training initiatives with affiliated institutions
- Clerical support for the Head of Pulmonary in the Charleston VAMC
- COR level one facilitator/ DEO certified/ USA Staffing Certified
- Funds Support controller
- Provides Disbursement agreement for funding, policy data analysis, Accreditations from different institutions
- Provides professional communication and collaboration amongst various service lines within the Charleston VAMC
- Responsible for the enhancement of on boarding methods within the Education Section
- Served as a trainer for all Affiliations Coordinators as well as provided written SOPs for all Affiliation functions
- Served as an HR Rep for all Allied Health and Interns for the Charleston VAMC
- Coached employees through day-to-day work and complex problems.
- Gathered and organized materials to support operations.
- Entered data, generated reports, and produced tracking documents.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Administrative Officer Of the Day
Department Of Veterans Affairs
11.2018 - 01.2020
- Serving as administrative authority during other than regular business hours on all issues involving enrollment and eligibility determination process
- This administrative authority includes interviewing and counseling Veterans concerning law and regulatory guidelines on their enrollment and eligibility for VA health care benefits.
- Coordinated all contractual commitments that are received, while serving as administrative resource for all staff, patients, and visitors
- Referring requests from media for information regarding specific events or patients to designated public affairs official during other than regular business hours.
- Contacting appropriate facility official when event occurs during other than regular business hours that are beyond scope of AODs authority, to ensure that the proper official is aware of the event and can respond as necessary.
- Responsible for the performance of the necessary administrative functions to the release of deceased veterans to designated funeral homes for proper burial
- Counsel to the deceased family regarding burial and memorial benefits
- Serving as a Notary Public to notarize documents which may be associated with patient care or official.
- VA business
- These may be documents which may require service of notary public include but is not limited to living wills, advanced directives, powers of attorney, etc.
- Created, prepared, and delivered reports to various departments.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Supervisory Medical Support Assistant
Department Of Veterans Affairs
10.2016 - 10.2018
- Provides superior professional, administrative and disciplinary actions for Medical Support Assistants
- Serves as the direct line Supervisor for the Lead Medical Support Assistant and all Medical Support
- Assistant staff and its foundational role within the VHA Patient Aligned Care Team initiative and all interdisciplinary clinics that support the initiative to include Compensation and Pension Specialty and Call Center
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Oriented and trained new staff on proper procedures and policies.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Provides technical competency in the use of VistA and CPRS systems
- Orients medical staff to administrative policies and procedures dealing with outpatient scheduling and other administrative procedures
- Thorough and complete knowledge of VHA directives for VHA Outpatient Scheduling Processes and
- Procedures, Process of Managing Patients when Patient Demand Exceeds Current Clinic Capacity, Priority Scheduling ( both outpatient and inpatient), System Redesign, and Inpatient Hospital care for Service-Connected Veterans
- Manages plans and directs a weekly average goal of 636 patients in the following areas: Gynecology, Otolaryngology, Urology, Podiatry, Orthopedics and Plastic Surgery Medical Support Assistants that is in relation to scheduling, consult review, encounter completion and overall clinic management
- Thorough knowledge of eligibility for VA medical care, priorities for care, release of information,
- Health Information Portability and Accountability Act (HIPAA) Laws, and the Medical Fee Basis programs
- Assigning and evaluation of workloads, training, and educational needs for employees
- Able to resolve complex problems to ensure that the Patient and their services are met
- Evaluation of products, equipment, and systems to make recommendations for improved operations
- Providing leadership and mentoring for 15 to 20 employees
- Responsible for extracting and analyzing data to report in the support of performance measures to Senior Management
- Resolves complex problems to ensure patient services are met Works collaboratively in an interdisciplinary coordinated care delivery model with Primary Care Clinics and Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics
- Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA
- Served as HR rep for all Surgery affiliates.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Lead Medical Support Assistant
Department Of Veterans Affairs
06.2015 - 10.2016
- Manage medical records, scheduling, and coordination as well as direct supervision of 5 employees
- Perform medical office support processes: greeting patients in person and by phone; documenting patient concerns; and obtaining patient records
- Perform computer programs: Veterans Health Information Systems and Technology Architecture (VistA) and Computerized Patient Record System (CPRS)
- Used the implementation of information security methods and principles
- Comply with policy, regulations, and station directives: VA benefits eligibility and the Health Insurance Portability and Accountability Act (HIPAA)
- Performed medical records management, including filing, organizing and scanning documents.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Maintain medical administrative policies and procedures
- Followed Interdisciplinary Team (IDT) roles and responsibilities
- Excellent knowledge of medical terminology, abbreviations, and symbols
- Knowledge of the medical center organization, functions, and programs
- Consult Management
- Obtained client medical history, medication information, symptoms, and allergies.
Advanced Medical Support Assistant
Department Of Veterans Affairs
12.2013 - 04.2015
- Manage medical records, scheduling, and coordination
- Perform medical office support processes: greeting patients in person and by phone; documenting patient concerns; and obtaining patient records
- Perform computer programs: Veterans Health Information Systems and Technology Architecture (VistA) and Computerized Patient Record System (CPRS)
- Used an array of implementation information security methods and principles
- Complied with policy, regulations, and station directives: VA benefits eligibility and the Health Insurance
- Portability and Accountability Act (HIPAA)
- Maintain medical administrative policies and procedures
- Followed Interdisciplinary Team (IDT) roles and responsibilities
- Used VISTa and CPRS to maintain and record patient data and generate reports.
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures.
- Mailed patient appointment letters.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Called and faxed pharmacies to submit prescriptions and refills.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Verified patient insurance coverage and collected required co-payments.
- Excellent knowledge of medical terminology, abbreviations, and symbols
- Knowledge of the medical center organization, functions, and programs
- Consult Management
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
Education
Ph.D. - Management
Colorado Technical University
Colorado Springs, CO11.2025
MBA - Healthcare Management
Colorado Technical University
06.2010
Bachelor of Science - Health Administration
Colorado Technical University
Colorado Springs, COSkills
- Project management
- Budget and Expense Management
- Program Operations
- Problem-solving
- Leadership
- Attention to detail
- Business Needs Analysis
- Collecting Data
- Administrative Support
- Conflict Resolution
- Improvement Plans
- Project Schedule Coordination
Affiliations
- Toastmasters
- Order of Eastern Star
- Kappa Epsilon Psi Military Sorority
Timeline
Administrative Officer
Santa Fe National Forest Service Santa FE
10.2021 - Current
Affiliations Coordinator
Department Of Veterans Affairs
01.2020 - 10.2021
Administrative Officer Of the Day
Department Of Veterans Affairs
11.2018 - 01.2020
Supervisory Medical Support Assistant
Department Of Veterans Affairs
10.2016 - 10.2018
Lead Medical Support Assistant
Department Of Veterans Affairs
06.2015 - 10.2016
Advanced Medical Support Assistant
Department Of Veterans Affairs
12.2013 - 04.2015
Ph.D. - Management
Colorado Technical University
MBA - Healthcare Management
Colorado Technical University
Bachelor of Science - Health Administration
Colorado Technical University
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