Kimberly Dugan
Converse,TX
Summary
Experienced Civil Servant with nearly 17 years of Federal Service. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic, experienced professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of process improvement and training in multiple aspects of analysis. Motivated to learn, grow and excel while continuing to provide excellent customer service in both an office and remote environment.
Overview
15
15
years of professional experience
Work History
Management Analyst 0343-11
Department Of The Air Force
Randolph AFB, TX
05.2021 - Current
- Employs manpower expertise to provide advice or technical guidance; maintains proficiency in manpower core competencies through full-spectrum professional development and training; demonstrates expert customer service by practicing empathy, communicating clearly, and applying problem-solving skills; operates TMIS, ServiceNow, and other system platforms as needed to perform duties and retain manpower knowledge and skills; authors and maintains operations checklists; performs standard work by executing procedures in accordance with approved operations checklists.
- Manages tasks and projects as assigned; performs tasks according to standards; plans, directs, coordinates, and reports on projects according to standards; defines scope and priority; provides technical direction, facilitation, process improvement analysis, and methodology/tool required to develop, substantiate, and defend result.
- Performs operations analysis; identifies defects and strengths in execution of MECC; conducts research, investigate workflows, business procedures, and recommends changes; ensures processes/products comply with standards, instructions, policy, and guidance; aggressively analyzes/improves the effectiveness of MECC processes/products through CPI, benchmarking, problem solving, and operations analysis.
Health System Specialist 0343-11
Department Of Veterans Affairs
Ridgeland, MS
04.2020 - 05.2021
- Coordinated, analyzed, evaluated and reported on effectiveness of CSP program. Identified and developed recommendations to resolve problems that were mutually beneficial to internal and external customers.
- Analyzed program data to provide input for key decision making and strategic planning.
- Helped solve diverse program problems with in-depth analysis.
- Validated results and performed quality assurance to assess accuracy of data.
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Developed metrics derived from raw company data to track improvements in organizational efficiency.
- Provided in-depth support to executive staff in regards to healthcare programs and administration.
- Analyzed current programs to determine effectiveness.
Consumer Affairs Specialist 0301-11
Department Of Veterans Affairs
Jackson, MS
07.2015 - 04.2020
- Identified and resolved consumer issues with thorough research and follow-through.
- Delivered support to consumer relations team regarding daily workload, special projects and key trends.
- Created and maintained reports and databases to track and evaluate follow-through on consumer affairs issues.
- Functioned independently and made empowered decisions that positively affected consumer's experience.
- Listened closely and understood perspectives on consumer issues and created equitable and fair solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Staff Assistant 0301-09
Department Of Veterans Affairs
Austin, TX
07.2012 - 07.2015
- Provided administrative oversight for all programs and services provided at Technology Acquisition Center in Austin, TX.
- Coordinated daily activities for Director and Deputy Director. Determined which information required immediate attention of executive.
- Interpreted statutes, regulations, policies and procedures, and communicated interpretation to general public and high-level officials.
- Reviewed acquisition packages for adequacy, consistency, and compliance with administrative, regulatory, and procedural requirements before higher level review.
- Reviewed and recommended technological and procedural changes to ensure compliance with policy and improve work processes.
- Provided personnel management and administrative support for contract management service. Acted as liaison with Human Resources office, coordinated personnel actions, maintained personnel-related records such as performance ratings, position descriptions, functional statements, awards, and proficiencies for contracting staff. Responsible for preparing annual performance plans, tracking mid-year reviews, and finalizing annual ratings. Provided HR advisory services to managers and performs related functions. Served as only Personnel/HR contact on site. Conducted regular tracking of all recruitment and retention efforts and reports finding and recommendations to senior management.
- Managed time and attendance matters, including certification in electronic time-keeping system for organization.
- Maintained personnel files for all staff.
- Reviewed, approved, and monitored all correspondence and files posted to organization's SharePoint site
o Conducted initial substantive review of all correspondence for supervisor/ manager's signature to ensure grammatical accuracy, format, responsiveness to incoming correspondence, consistency of terminology, visual congruity, confidentiality, and controlled information use. - Accurately prepared general correspondence such as letters, memorandum, reports and presentation materials as needed.
- Attended meetings for high value contract actions, scribing and tracking action items. Assisted in contract termination and prepared documents for closeout actions. Some knowledge of contracting principles, policies and procedures.
Chief, Patient Services Division 0301-11
Darnall Army Medical Center
Fort Hood, Texas
06.2009 - 07.2012
- Provided oversight for all Customer Service and Patient Satisfaction programs throughout MEDCEN. Performed personnel management/administration, budgeting, procurement and contracting, and supply management for Patient Services Division.
- Responsible for coordination, implementation, oversight and ongoing development of MEDCENs strategic plan in relation to patient satisfaction. Engaged in all aspects of strategic planning including development of strategic goals, objectives and performance measures. Identified short and long-term planning parameters required to adequately increase patient satisfaction. Assessed service line consolidation and clinical flow in relation to patient satisfaction.
- Responsible for day-to-day operations and administrative activities. Ensured timely processing and tracking of action items such as workload and patient complaint reports, supply orders, formal patient complaints, ICE correspondence, and Congressional correspondence. Recommended policies and worked towards resolution of all problems involving patient complaints. Implemented methods to track significant action items, assigned, distributed, managed, and tracked progress of all action items throughout MEDCEN staff, and effectively managed flow of information.
- Coordinated classes and offsite conferences for 4,000+ staff. Implemented training programs for diverse group of employees including admin and medical staff. Coordinated efforts of over 100 instructional personnel within organization to plan and conduct all customer service related courses. Prepared training material on organizational trust, customer service, patient satisfaction and privacy. Assisted Patient Safety Manager with Team STEPPS and Professional Conduct training. Provided monthly bedside manner training at nurse orientation. Provided HIPAA training with HIPAA officer.
- Supervised up to 11 staff in Patient Advocate Office and hospital front desk. Planned, organized and distributed workload and counseled employees on performance matters. Provided input into creating new positions (amending and revising current PD's, classifying positions), resulting in 50% increase in staffing for division.
- Managed hospital's Interactive Customer Evaluation (ICE) program, directing complaints and compliments to respective clinic, ward or administrative area for investigation and responses, and posted official MEDCEN responses in centralized Ft. Hood database (visible to Garrison leadership, three star General).
o Accessed Army Provider Level Satisfaction Survey (APLSS) and reported improvements, declines, problems, or concerns to Command Team and Department/Division Chiefs. Results increased average of 6% from below 86% to approximately 92% during my tenure, resulting in additional funding. Analysis included data trending and forecasting analysis of future customer service needs. Key advisor to senior leadership for fact finding and data collection - Served as hospital volunteer liaison with Red Cross, providing administrative guidance and enforcing regulatory requirements for job descriptions and evaluations of volunteer performance.
- Assisted in patient safety and privacy investigations with patient safety manager and HIPAA Officer.
- Attended weekly Patient Safety Leadership Rounds with hospital leadership and Patient Safety Manager to inspect clinics for potential areas of improvement.
- Worked with Public Affairs Office, Protocol Officer, Privacy Officer and XO to provide coordinated response to positive or adverse. Created employee recognition program.
- Prepared communication for all levels of health care system including Surgeon General, executive leadership and stakeholders.
Blood Donor Recruiter 0301-09
US Naval Hospital
Okinawa, Japan
08.2008 - 01.2009
- Served as Public Affairs Specialist for Naval Hospital Blood Donor Program, responsible for maintaining program of donor motivation and education to ensure vigorous support of Department of Defense Blood Program.
- Planned, initiated, and implemented comprehensive public affairs campaigns to enhance blood donor recruitment efforts. Developed and maintained relationships with community service organizations, veterans groups, and military programs (i.e. MWR) to ensure maximum efforts are made to recruit blood donors.
- Planned and managed donor incentive program designed to encourage continued donations and provide recognition for donors within guidelines of each Service and military installation.
- Ensured scheduling and coordination of blood drives were adequate to meet collection requirements.
- Evaluated recruitment, collection and communication strategies, programs, and materials for effectiveness. Responsible for designing marketing materials and all marketing efforts for blood donor program.
- Maintained organization's website utilizing HTML, Java, and JavaScript. Updated website to include accurate blood drive calendars and any necessary donor information.
- Prepared articles and photography for dissemination through hospital newsletter and print media, and information concerning mission, programs, and accomplishments of organization.
Customer Relations Coordinator 0301-09
US Naval Hospital
Okinawa, Japan
12.2006 - 08.2008
- Developed, implemented & managed the command’s Customer Relations program and presented periodic data on the program to Command executives. Knowledge of the missions, organizations, programs, & requirements of health care delivery systems.
- Worked with Department Heads to identify personnel to serve as Department Customer Service Representatives. Provided training and guidance to department representatives.
- Served as the expert resource on customer relations techniques & conflict resolution at all levels of the command. Advised managers/employees on rights & procedures to resolve complaints.
- Developed & implemented a systematic approach to investigating and addressing customer relations issues of all beneficiaries. Interviewed patients with complaints, investigated the complaints, identified breakdown in procedures and areas for process improvement. Interviewed all staff involved when a patient filed a complaint, and documented for files and trending.
- Knowledge and skill in application of quality/performance improvement and patient safety requirements of healthcare delivery affecting military treatment facilities.
- Established and implemented a data tracking system, a staff satisfaction survey program, & a customer satisfaction survey program.
- Assisted the Patient Safety Manager with Root Cause Analysis (RCA) and Healthcare Failure Mode Effects Analysis (HFMEA). Worked with HIPAA Officer, Patient Safety Officer, and Risk Management Officer to resolve complaints regarding patient privacy & quality management.
- Coordinated and oversaw education programs, including lectures and seminars. Wrote, edited, and/or ensured procurement of training materials, & planned, developed and conducted customer relations workshops.
- Reviewed all data and reports from BUMED Provider Level Patient Satisfaction Survey results, analyzed trends & briefed Board of Directors. Interpreted findings of TRICARE surveys& reported on patient issues, impressions, & overall satisfaction. Recommended process improvements based on trends in patient satisfaction.
- Knowledge of Joint Commission regulations and healthcare quality management and improvement programs.
- Served as site administrator for ICE program & acted as advisor for 75 ICE site managers. Worked closely with providers and Department Heads to improve overall patient satisfaction.
- Prepared articles and took photographs for dissemination through print media and hospital newsletter. Worked directly with subject matter experts and content providers to ensure all clinics were represented online, reviewed content for publishing and made changes to content as needed.
- Monitored customer service websites for feedback on effectiveness of communications efforts and posted responses to public comments as appropriate. Reviewed responses to patients from Division Chiefs and responded from Hospital Command when necessary.
- Prepared official correspondence from Hospital CO and XO in response to patient complaints and/or congressional inquiries.
- Performed quarterly clinical assist visits with Risk Manager and Patient Safety Officer to ensure that clinics met Joint Commission standards.
- Participated in Command Managed Equal Opportunity Program promoting cultural diversity and affirmative action within command. Provided training to staff on equal opportunity treatment to all employees without regard to race, color, religion, age, sex, national origin, physical or mental handicap.
- Analyzed data from annual Command Climate Survey to identify possible problem areas within the command, and recommended plans of actions & milestones to resolve problems.
- Served on Bioethics Committee, Treasurer of Civilian Advisory Council, and Fundraising Chair of Holiday Party Planning Committee.
Education
MBA - Management And Strategy
Western Governor's University
Murray, UT02.2015
Bachelor of Science - Healthcare Administration
University of Phoenix
Tempe, AZ02.2015
Skills
- Typing 85 wpm
- Universal computer skills: Proficient with ServiceNow (TMIS), Microsoft Products including Word, Excel, Access, Power Point, Outlook, Publisher, Sharepoint, QuickBooks, Adobe, Internet,
- VA computer skills: CARMA, PATS-R (Facility expert on PATS and Facility POC for transition to PATS-R by 2020), well versed in CPRS/VISTA IFCAP (VA Timekeeping system), VATAS, IRIS, MyHealtheVet
- Collateral Duties: Served as SME and Administrator for Sigaba secure e-mail program for Community Bank in the Pacific and served as technical support for Systems Department on a regular basis Trained controlled substance inspector Served for three years in this collateral duty at Jackson VAMC Created ICE (Interactive Comment Evaluation) website and served as ICE website administrator for USNH Okinawa Served on Disruptive Behavior Committee (VA) Backup public affairs officer and photographer (VA)
- Yellow and Green Belt Certified in Lean Six Sigma (VA and Air Force – need to complete one project to finalize green belt certification for the Air Force)
- Ability to analyze interrelated issues of effectiveness, efficiency, financial and productivity of medical center mission-oriented programs Ability to evaluate program and project effectiveness through identification and analysis of problems and interpret relevance and accuracy of collected data
- Typical assignments at medical centers required in-depth analysis, planning, goals and objectives for long-range and short-term needs of the medical center Ability to conduct various interviews, follow-up interviews, data entry, and editing to investigate and document patient complaints
- Utilizing query tools, spreadsheets and software to develop metrics and reports Preparing complex written analysis, reports and presentations to communicate findings and recommendations to various levels of management Performing work involving collection, compilation, and tracking of data and statistical information in support of program operation
- Ability to plan and coordinate work groups, summarize results of those groups, and generate and evaluate solutions making recommendations on those solutions
- Skill in identifying, analyzing and resolving customer relations issues
- Establishing and maintaining tracking controls to ensure timeliness of reports, assignments, and replies to controlled correspondence
- Experience establishing protocols for incoming data, organizing computerized data sets, and retrieving computerized data Experience generating variety of reports and ensuring their accuracy and participating in program support at regional and national levels
- Ability to plan, develop, and implement customer relations and healthcare administration programs when no working program exists Also able to develop policies, procedures, and criteria for administration of health programs
- Preparing presentation materials and presenting to senior management audiences, hospital staff, and local community Experience preparing marketing materials including flyers and brochures to educate beneficiaries Ability to communicate orally and in writing effectively with patients, families, professional staff and employees of the hospital Dealing effectively with a wide variety of individuals over the telephone and in person
Timeline
Management Analyst 0343-11
Department Of The Air Force
05.2021 - Current
Health System Specialist 0343-11
Department Of Veterans Affairs
04.2020 - 05.2021
Consumer Affairs Specialist 0301-11
Department Of Veterans Affairs
07.2015 - 04.2020
Staff Assistant 0301-09
Department Of Veterans Affairs
07.2012 - 07.2015
Chief, Patient Services Division 0301-11
Darnall Army Medical Center
06.2009 - 07.2012
Blood Donor Recruiter 0301-09
US Naval Hospital
08.2008 - 01.2009
Customer Relations Coordinator 0301-09
US Naval Hospital
12.2006 - 08.2008
MBA - Management And Strategy
Western Governor's University
Bachelor of Science - Healthcare Administration
University of Phoenix
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