Juli Summerlin - McArthur
Administrator
Spokane,WA
Summary
I recently retired from my federal employment with 34 years at Mann Grandstaff Veteran Affairs Medical Center. However, I am ready to start a new adventure.
Throughout my years as a federal employee, I have been an ambitious, highly motivated, Patient Representative with 34 years federal service located at Mann-Grandstaff VA Medical Center, with 21 years’ experience within the Office of Community Care. Consistently recognized for successes in program development, management, and Subject Matter Expert with extensive knowledge of Federal Laws and Regulations related to the Office of Community Care. Excellent reputation for resolving problems and improving customer satisfaction for all Veterans.
Overview
34
34
years of professional experience
Work History
Patient Representative
Mann-Grandstaff VA Medical Center
Spokane, WA
01.2022 - 09.2025
- Serves as liaison between Mann-Grandstaff VAMC, patients, staff, and Community, ensuring Patient Rights and Responsibilities, advocacy, and services are available, completing at lowest level possible.
- Observed all Facility policies and regulations regarding patient data to promote confidentiality and integrity.
- Use Patient Advocate Tracking System (PATS), and Patient Advocate Tracking System -Revised (PATS-R).
- Manages comprehensive Veteran Centered Complaint Resolution (VCCR) and service recovery processes.
- Collaborate with other facility staff in creation, development, and implementation of initiatives and actions that improve patient experience throughout Medical Center.
- Ability to resolve issues to resolution for difficult or complex Veteran's.
- Easily identifies potential problem areas and suggests solutions for Veteran resolution.
- Reviewed and correct payment errors with Community and TriWest billing.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help Veterans and families understand Medical Center policies and procedures.
- Kept current with training for Veteran programs, such as Care Giver Support Appeals.
- Resolved patient financial problems with guidance from documented guidelines and procedures.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect Veteran's privacy.
Supervisory Med Administrative Program Specialist
Mann-Grandstaff VA Medical Center
Spokane, WA
09.2009 - 01.2022
- · Ambitious and highly motivated Supervisory Medical Administrative Program Specialist with Office of Community Care specializing in program development and management.
- · Extensive working knowledge of Federal Law, Regulation, and Policy.
- · Implemented multiple programs during career with Office of Community Care, to include Accelerated Care Initiative (ACI), Veteran's Choice Program, Mission Act of 2018, and Community Care Network.
- · Managed team of 84 employees, overseeing hiring, training, and professional growth of employees
- · Vast experience in running daily workload reports, VSSC reports for consult management, DiCern Reports within Cerner for tracking and reporting of daily, weekly, monthly and yearly obligations, analyzing data trends, producing statistical reports, make buy analysis for services within VA and Community, overseeing new implementations and ongoing maintenance of programs; advising administrative staff on areas of improvement and discipline.
- · Proven success in creating and strengthening robust partnerships with community providers to build the best quality care through Community Care Network for Veterans.
- · Daily collaboration with clinical nurses for proper authorizations for care.
- · Responsible for timely responses for all Suspense, Congressional assignments, White House Hotlines and PATS-R.
- · Experience as Control Point Official and creating new 1358s, increase/decrease adjustments, daily activity of 1358s, display and running balances.
- · Daily review of Statement of Allowance to monitor Office Of Community Care Fund Control Points and Obligations within Office of Community Care funding.
- · Timely monitoring and addressing Veteran' s correspondence through Suspense' s, Iris' s, White House Hotline, PATS-R and Congressional inquiries by quickly resolving Veteran needs, issues and concerns.
- · Provide primary customer support to internal and external customers.
- · Consulted with Community Vendors to resolve discrepancies and create effective solutions.
- · Developed community reputation through commitment to customer satisfaction and strong Community Care Network relationships.
- · Liaison with Veterans, multiple departments, and management, to better understand customer needs and recommend appropriate solutions.
- · Provide assistance to Veterans, paying attention to their specific needs.
- · Prepared a variety of different written communications, reports and documents to ensure smooth operations
- · Identified issues, analyzed information, and provided solutions to problems
- · Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- · Proved successful working within tight deadlines and fast-paced atmosphere
- · Oversaw daily operations to ensure high levels of productivity
- · Led projects and analyzed data to identify opportunities for improvement.
- ·Responsible for $450 million annual budget for all programs within Office of Community Care.
Skills
- Building Rapport and Credibility
- Detail oriented and ability to handle stressful situations
- Patient Confidentiality and Data Security
- Communicating to Patients and Families
- Quality Standards and Protocols
- Explaining Policy and Procedures
- Information Assistance
- Knowledge of Community Services and Programs
Timeline
Patient Representative
Mann-Grandstaff VA Medical Center
01.2022 - 09.2025
Supervisory Med Administrative Program Specialist
Mann-Grandstaff VA Medical Center
09.2009 - 01.2022