LaShawn LOGAN
Mooresville,NC
Summary
Accomplished Program Analyst with a proven track record at the Department of Veterans Affairs, specializing in strategic planning and operational efficiency. Demonstrated expertise in Microsoft Office and exceptional communication skills has driven significant business process improvements, achieving an 80% timely reconciliation of purchases. Notable strengths include analytical thinking and problem-solving abilities, effectively managing multiple projects while optimizing operational processes to reduce costs and enhance overall efficiency.
Overview
15
15
years of professional experience
Work History
Program Analyst
Department of Veterans Affairs
09.2021 - Current
- Company Overview: Veterans Health Administration (VHA), Office of Administrative Operations
- Serves as Program Analyst in Veterans Health Administration (VHA), Office of Administrative Operations
- Reports directly to the VHA Chief of Staff (CoS) and Under Secretary for Health (USH)
- Responsible for the day-to-day administrative, operations and logistics functions of the USH, CoS and 5 subordinate offices
- Analyzes and evaluates (on a quantitative or qualitative basis) the effectiveness of the Chief of Staff program operations in meeting established goals and objectives, developing life cycle cost analyses of projects
- Perform cost benefit or economic evaluations of current or projected programs, advising Leadership on the distribution of work among positions and organizations and the appropriate staffing levels and skills mix
- Advice Leadership on the potential benefits/uses of automation to improve the efficiency of administrative support or program operations
- Give guidance to the Director of Administration and Operations on the organization, methods, and procedures for providing administrative support systems such as records, communications, directives, forms, files, and documentation
- Research and investigate new or improved business and management practices for application to agency programs/operations
- Assumes accountability for self and demonstrates commitment to the USH and VHA organization
- Supports the Director of Administrative Operations and Executive Officer by ensuring effective operations of the executive offices
- Maintain a respectful work environment that contributes to employee morale and satisfaction
- Sensitive to the needs of individuals and the organization while providing service to both
- Balance the organization needs and resources to effectively carry out the multiple missions of the organization
- I effectively analyze management information requirements to develop program or administrative reporting systems including the systems specifications, data gathering, analytical techniques, and systems evaluation methodology
- Review new or proposed legislations or regulations to determine impact of program operations and management
- Establish new or modified administrative program policies, regulations, goals, or objectives, identifying data required for use in the management and direction of programs
- Conduct studies of employee/organizational efficiency and productivity, recommending changes or improvements within the organization, staffing, work methods, and procedures
- Developed procedures and systems for establishing, operating, and assessing the effectiveness of administrative control systems such as those designed to prevent waste, loss, unauthorized use, or misappropriation of assets
- Establishes surveys to determine compliance with agency regulations, procedures, sound management practices, and effective utilization of staff
- Initiate workload-based staffing standards to determine organizational manning levels; analyzing and evaluating agency functions and activities being considered for conversion to contract operations; while identifying resources (staff, funding, equipment, of facilities)
- Support varied levels of program operations; reviewing administrative audit and investigative reports to determine appropriate changes or corrective action required
- Recommend proposed changes in mission, operating procedures and delegations of authority
- Responsible for performing continuous protective activities throughout the life cycle of the information system under my control
- Ensure that re‐accreditation occurs annually in accordance with Federal or VA policy and whenever there is a significant change to the system or its operational environment
- Understands processes, procedures, standards, methods related to assignment
- Effectively uses available technology, such as Outlook, Excel, Word, SharePoint, etc
- Builds and sustains relationships, resolves conflicts, handles negotiations effectively, and develops collaborative working relationships as evidenced by smooth interactions and effective communications with the Office of the Under Secretary for Health, the Office of the Chief of Staff and 10B sub offices (10B1, 10B2, 10B4, 10B5, and 10B6)
- Supports the Chief, Administrative Operations as an assistant, problemsolver, and point‐of‐contact
- Supports the Chief, Administrative Operations’ partnership with internal and external stakeholders
- Provide management support to the Administrative Operations Office, in the responsible for the day‐to‐day administrative operations
- Serves as primary Purchase card holder, to order supplies for staff within the Office of the Under Secretary for Health, Chief of Staff and subordinate offices as needed
- Adheres to the President’s Executive Order 13589, Promoting Efficient Spending by establishing intimal processes to reduce unnecessary spending
- Assists the Office of the Under Secretary for Health, Chief of Staff and subordinate offices with registering and paying for training
- When purchasing training or office supplies which are needed immediately, processes requests within two days
- Reconcile purchases (supplies and training) with credit card statement within established timeframes 80% of the time
- Maintains purchase spreadsheet and files for transactions
- Serves as a representative for staff within the Office of the Under Secretary for Health, Chief of Staff and subordinate offices coordinating request for information technology (IT) and non‐IT equipment laptops, phones, Blackberry devices, requests for NT accounts and software
- Equipment Inventory Listing (ElL) Representative and maintain accurate and updated records on all equipment assigned to 10 and 10B, including subordinate offices
- Serves as backup timekeeper for the Office of the Chief of Staff and subordinate offices
- Timecards are posted accurately and in a timely manner
- Arrangements are made for a backup timekeeper when necessary
- Serves as a Talent Management System Administrator
- Properly records training events for Office of the Under Secretary for Health and Chief of Staff Personnel and prepares reports on coming due and/or past due mandatory training as requested
- Successfully completes all mandatory training
- Serves as the backup for the Lead Staff Assistant on the AllEmployee Survey with NCOD staff for mapping and announces surveys to staff within the Offices of the Under Secretary for Health and Chief of Staff
- Surveys are announced no later than one week prior to the beginning of a survey
- Acts as the alternate for conducting new employee orientation
- Using the 10B New Employee Check list, thoroughly briefs new employees within 2 days of arrival
- Responds to questions and follows up to ensure that all concerns have been addressed
- Responsible for providing advice and assistance to internal and external customers who need to navigate other departments within VA Central Office
- Consultation is consistently provided in a professional and courteous manner and delivered in a timely fashion to facilitate the accomplishment of the work of the organization
- Information provided in response to inquiries (oral and/or written) is consistently responsive to the inquiry including identification of appropriate alternatives, when available
- Deficiencies in the quality or timeliness of the response are limited and minor and have no significant impact on the customer
- Completes special projects assigned by the Executive Officer and Director of Public Engagement, and performs duties in a timely, comprehensive, and thorough manner as directed
- Veterans Health Administration (VHA), Office of Administrative Operations
- Collaborated with cross-functional teams to ensure successful program execution.
- Organized workshops designed to educate staff on new policies or procedures associated with specific programs.
- Participated in meetings with senior management team members in order to discuss key objectives related to ongoing projects.
- Reviewed feedback from customers regarding their experiences with existing programs in order to identify areas needing improvement or enhancement.
- Collaborated with other departments within the organization to develop strategies for optimizing program operations.
- Managed day-to-day operations of multiple programs simultaneously while ensuring quality standards are met throughout all phases.
- Developed and maintained a database of program information to track progress and identify areas for improvement.
- Offered input on key decisions and strategic plans, evaluating ongoing program data.
- Implemented unique methods and methodologies, which helped reduce, and resolve issues.
- Researched and led investigations into various areas to drive improvements and devise new processes.
National Patient Advocate
Department of Veterans Affairs
09.2018 - 09.2021
- Serve as a VHA client relations specialist to ensure complaint resolution and service recovery at the national level
- Provide a channel at the VA Central Office level through which Veterans can seek solutions to problems, concerns and unmet needs
- Work with health care providers, administrative support staff and patient advocates at VA medical centers in resolving and preventing patient complaints
- Provide full staff assistance on administrative matters pertaining to coordination of care and VA health benefit entitlements
- As a national Patient Advocate, I am responsible for collecting, analyzing, and reporting data that documents problems, potential barriers and system gaps pertaining to the care we provide to our Veterans
- Develop and coordinate internal review systems to assure that both clinical and administrative activities follow agency accrediting and regulatory requirements
- Specific emphasis on Patient Rights and Responsibilities as well as the resolution of problems
- Compose final reports of evaluation efforts
- Note discrepancies and planned initiatives for effecting remedial actions
- Establish administrative controls aimed at ensuring remedial actions are completed as proposed
- Participates in and leads as appropriate, any process improvement groups to correct and reduce patient complaints
- Recommend changes, when necessary, to training and other actions to improve customer relations
- Report and document client status, changes and monthly summaries or quarterly summaries pertaining to unresolved Veteran or family complaints
- Communicate pertinent information to appropriate parties concisely, accurately, and timely
- Reports significant and relevant information and issues to management staff
- Complete comprehensive analysis and recommend remedial actions
- Administer established follow-up procedures for ensuring that remedial actions are implemented in a timely manner, independently taking appropriate action necessary to implement programs or activities and correct problems
- Participate in leadership meetings with top management
- Ensure proper development and coordination are achieved prior to approval and implementation of new processes
- Interprets the VA missions, policies, procedures, and available resources/services to the Veteran and present the Veteran problems, opinions and needs to the appropriate staff and management
- Explain entitlements to Veterans and their families
- Assist with congressional and/or Veteran inquiries as requested by the Office of the Secretary and/or Under Secretary for Health
- Assist in recognizing and removing institutional barriers to the provision of optimum health care
- Identify existing and potential problem areas, suggesting solutions or alternatives to procedures which contribute to these problems
- Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation
- Serve as an Advocate for Veterans throughout the VA health care continuum
- Make inquiry into patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken
- Provides input into the conduct of files and records pertaining to patient surveys
- Document all findings derived from surveys after thorough analysis of data to identify trends and patterns
Program Specialist
Department of Veterans Affairs
03.2014 - 09.2018
- Controlled the 2641 program (formal requests for approval for unusual or experimental items) to include receiving and tracking requests, ensuring they are routed to the proper Subject Matter Expert (SME) and coordinate communication once a determination has been made
- Contribute to the responsibilities of management and administrative operations for Prosthetics Sensory Aids Services (PSAS) which includes collecting, collating and measured information accepted on all Veterans Affairs Medical Centers (VAMC)and facilities
- Sustain data sheets and reports concerning quality management on Joint Commission (JC) Standards for Accreditation of Home Care
- Compile data from clinical evaluations conducted by PSAS on new technology and techniques
- Developed and reviewed Quality Site Reports (QSR) on implementation of approved recommendations at the facilities
- Organized contract files involving PSAS administrative and/or technical knowledge
- Contribute to the Office of Acquisitions and Material Management for prosthetic, orthotic, sensory aids, and surgical implants
- Constructed deadline dates for various reports, recommendations and issues affecting PSAS VACO
- Collect, collate, and measure data developed from survey instruments sent to medial facilities designed to improve the procurement and delivery of prosthetic appliances
- Collaborated with subject matter experts in writing reports on the status of implemented changes and delays occurring in the field
- Developed and tracked high priority items and inquiries from internal and external stakeholders through VIEWS/VAIQ
- Performed and examined processing times for ordering of prosthetic appliances
- Devised and prepared all logistics necessary to bring the Prosthetic Leadership Board together for national meetings
- Organized the controls necessary to ensure the attainment of all projects and reports assigned to PSAS staff
- Led work involved in the development of manuals, handbooks, informational letters, program guides and clinical practice recommendations mandating standard settings and instructional material for agency-wide use to guide PSAS and other services
- Encouraged the recommendation and initiation of new prosthetic programs, changes in laws, regulations, modification, expanding or eliminating existing program activities
- Advice the Chief Consultant, Deputy Chief Consultant, Chief Operating Officer and Prosthetic Program Managers of proposed new legislation, new or revised regulations, manuals or other instructional media originating in Congress, other federal agencies or within VA system
- Controlled the regulatory files required to provide guidance to field personnel
- Researched background information for the preparation of correspondence replying to inquiries from members of Congress, VSO, Veterans, and the public who have written mail addressed to the President, Secretary of Veterans Affairs and the Under Secretary for Health etc
- Coordinate matters relating to the administrative and utilization of funds, space, and manpower in VACO PSAS with Patient Care Services, Building Management and Management Support of the Office of Human Resources Management
- Examined and prepared information for written responses regarding the medical facility requests for the America Board of Certification (ABC) for Prosthetics and Orthotics
- Has the overall responsibility for guidance on PSAS administrative requirements, JC accreditation, inspections, office policy and staffing, space, equipment and quality management, clinical evaluations, procedures for submitting information needed from VACO PSAS or other VA elements, etc
- Contribute to the improvement and efficiency of program operations
- Built cases in VIEW's requiring leadership signatures on proposed rules, regulations, letters from Congressman, Senators, and other external stakeholders
Client Relations Specialist (Detail Position)
Department of Veterans Affairs
07.2017 - 03.2018
- Created a channel through which Veterans can seek solutions to problems, concerns and unmet needs
- Collaborated with health care providers and administrative support staff at the medical centers in preventing and resolving patient complaints
- Educated staff on administrative matters pertaining to coordination of care and VA health benefit entitlements
- As a Patient Advocate, I am responsible for collecting and assessing data on problems or system gaps pertaining to the care we provide to our Veterans
- Encourage support in developing and coordinating internal systems to assure that both clinical and administrative activities follow agency and accrediting and regulatory requirements
- Emphasis is on patient rights and responsibilities as well as the resolution of problems
- Developed final reports of evaluation efforts
- Note discrepancies and the planned initiatives for effecting remedial actions
- Managed administrative controls aimed at ensuring remedial actions are finished as proposed
- Create process improvement groups to correct and reduce patient complaints
- Encourage changes, when necessary, to training and other actions to improve customer relations
- Record and document client status, changes and monthly summaries or quarterly summaries pertaining to unresolved Veteran or family complaints
- Communicate pertinent information to appropriate parties concisely, accurately, and timely
- Communicate significant and relevant information and issues too superior and/or other management staff
- Review comprehensive analysis and recommend remedial actions
- Administer established follow-up procedures for ensuring that remedial actions are implemented in timely manner, independently taking appropriate action necessary to implement programs or activities and correct problems
- Collaborate in leadership meetings with top management
- Create and develop coordination between subject matter experts prior to approval and implementation of training and guidance
- Conduct inquiries on Veterans filing for their maximum benefits entitled to them by law
- Understanding their rights in addition to their responsibilities
- Maintain a work liaison with Veterans Service Organizations, community groups, and others with an interest in helping protecting Veterans, their families, and their representatives
- Interpret the medical centers mission, policies, procedures, and available resources/services to the Veteran and presents the Veterans problems, opinions and needs to appropriate staff and management
- Explain to Veterans and their families
- Assist with congressional and/or Veteran inquiries as requested by the Office of the Secretary or Under Secretary for Health
- Called upon to provide information that answers these inquiries and/or complaints
- Assist Veterans, their families and representatives, and facility staff members in recognizing and removing institutional barriers to the provision of optimum health care
- Identify existing and potential problem areas, suggesting solutions or alternatives to procedures which contribute to these problems
- Acts to resolve problems, expedite services, or implement necessary corrective measures within established facility policies and where appropriate, through committee participation
- Has the authority to review any files or records and discuss with personnel or witnesses regarding any practice that appears to violate patient's rights, or which causes unnecessary discomfort or embarrassment to Veterans, their families, or the health care facilities and report such findings with recommendations for improvements to the appropriate staff
- Has overall responsibility for the resolution of Veterans problems which are elevated to VA Headquarters
- Serve as an advocate for Veterans throughout the VA health care continuum
- Receives and listens to complaints and grievances from Veterans or individuals on their behalf
- Makes inquiry into patient complaints, initiates action or changes necessary to correct problem situations, and reports on corrective measures taken
- Act as an advocate for Veterans using seasoned judgment to resolve problems
- Authorized to directly contact any member of the VISN, Medical Center and external sources concerning any matter for problem relating to patient care which has not been resolved by other services and to seek a resolution, whenever possible, within the full resources of the medical center VA system
- Work to resolve health care problems, expedite services, or implement necessary corrective measures within established VA and/or facility policies and where appropriate, through committee participation
- Provide input into the conduct of, and responsible for the maintenance of files and records pertaining to patient surveys and document all findings after thorough analysis of data to identify trends and patterns
Case Manager
Department of Veterans Affairs
02.2010 - 03.2014
- Meet the needs of customers while supporting the Medical Center and service missions
- Consistently communicates and treat customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner
- Provide the customer with consistent information according to established policies and procedures
- Handle conflicts and problems in dealing with the customer constructively and appropriately
- Utilize Veterans Health Information & Technology Architecture (Vista) to access information in the Medical Center computer system
- Receive C&P exam requests, schedule, coordinate the exam process and return the completed exams back to the VA Regional Office
- Present a positive image of our health care system and provide timely, customer-friendly service always
- Communicate personally, written, or telephonic with veterans, their families, clinical and administrative staff in our Health Care System other VA Medical Centers, VA Regional Office, Contractors, Veterans service officers and VBA staff, communication may be formal or informal, occur in conferences or meetings, scheduled or unplanned, face-to-face, in writing or by telephone
- Gather and communicate information to resolve differences of opinions; to interview and to process requests for C&P disability exams; to receive training, advice, and guidance from supervisory staff to expedite the problem solving of complaints/problems and to accomplish the day-to-day responsibilities of my position
- Responsible for the daily administrative operations of the C&P program
- Initiate and carry out a variety of advisory and technical duties including receiving and scheduling requests for C&P examinations, ordering labs, x-rays, and other tests necessary for the exam process
- Consistently provide information to veterans and clinical staff performing the C&P exams on the C&P process routing them to various destinations, communicating status updates when requested to VBA staff at various VA Regional Offices
- Ensure that all clinic administrative requirements meet established standards and are competed accurately and within allotted item frames for each step in the examination process
- Handle all requests (2507's) under my case load initiated from VA Regional Office for C&P examinations, prepares the request for initial review/orders by the clinician, schedule all appointments in the Decentralized Hospital Computer Program (DHCP) and notify the veteran by telephone and mail of all scheduled appointments
- Monitor the completion of all examinations and secure results for review in a timely manner
- Advice veterans of the C&P process (how to file a claim, what to expect of the process and possible timeliness, etc.)
- Utilize my medical terminology skills to interpret the information provided on the request making sure that I appropriately schedule the correct exams/test ordered
- Advice veterans, staff, family members and others on regulations and local policies regarding entitlement to care, outpatient programs, ancillary services, and the C&P process when questions or problems are encountered
- Possess good communication skills and the ability to interact with veterans and staff in a positive, friendly, helpful, supportive, and professional manner
- Utilize time management techniques to assess priorities in workload, telephone calls and general office activity so that works accomplished accurately, efficiently and in order of importance
- Logs manually and in DHCP package, request for C&P and all other requests daily, accurately, and completely
- Ensures that all demographic information is entered timely and completely
- Telephone calls, correspondence and other referrals are timely, accurately, and completely processed
- Determines and schedules accurately and completely, C&P examinations to correct specialty and all associated test within a timely manner
- Recall veteran when there are no shows within 24 hours of scheduled appointments, when there is additional testing, procedures, in a timely manner, ensuring that the required examinations are all accomplished within the designated timeline
- Review VARO new requests and follow-up inquiries daily
- Assures completion of all examinations and requests within the designated timeline from the date of 2507 requests receipt
- Daily review pending requests and exams awaiting release to VARO; processes them accurately, timely and completely
- Ensures that all requests are assembled and released to the appropriate VARO
- Review daily pending requests and promptly processes request releases
- Completes daily, weekly, Sales and monthly productivity/activity reports, ensuring accuracy, timeliness, and completeness
- Follow-up timely and accurately on all inquiries concerning the status of examination claims
- Ensures that all administrative errors are corrected prior to further processing of examinations, claims and documents
- Demonstrates a willingness to accept positive supervision in a constructive manner
Education
Some College Coursework - Health Care Management
University of Maryland, University College
College Park, Md, United States12.2024
High School or equivalent -
Fairmont Heights High School
Capital Heights, MD, United States06.1986
Some College Coursework Completed - Health Care Administration
Washington Adventist University
Silver Spring, MD, United StatesBachelor of Science - Health Services Management
Norfolk State University
Norfolk, VASkills
- Visual Communication
- Excel Proficiency
- Skilled in Microsoft Office Applications
- Document Management Expertise
- Effective Planning and Strategy Development
- Skilled in Software
- Process Optimization
- Calendar Management
- Analytical Problem-Solving
- Detail-Oriented Approach
- Adaptable Problem Solver
- Strong Verbal Skills
- Optimize Workflow Processes
- Service Excellence
- Cost Efficiency Strategies
- Collaborative Engagement
- Cross-Functional Teamwork
- Time Optimization Skills
- Adaptable Work Style
- Goal-Oriented Individual
- Strong Organizational Skills
References
Available upon request
Jobrelatedtraining
- PATS-R Training, 2019/2020
- Sale Force Training, 2017
- VIEWS Correspondence Training, 2018
- Contracting Officer's Representative II, 2022
- Nursing Assistant Certification
- Travel Training
- Medical Center 40-hour TQI Training
- Compliance and Business Integrity
- Cyber Information Security Awareness Course
- HIPPA Privacy Act Training
- Sexual Harassment Training
- VAIQ Training
- Concur Travel System Training
- VA Correspondence Tracking System Training
- VATAS Time and Attendance System
Timeline
Program Analyst
Department of Veterans Affairs
09.2021 - Current
National Patient Advocate
Department of Veterans Affairs
09.2018 - 09.2021
Client Relations Specialist (Detail Position)
Department of Veterans Affairs
07.2017 - 03.2018
Program Specialist
Department of Veterans Affairs
03.2014 - 09.2018
Case Manager
Department of Veterans Affairs
02.2010 - 03.2014
Some College Coursework - Health Care Management
University of Maryland, University College
High School or equivalent -
Fairmont Heights High School
Some College Coursework Completed - Health Care Administration
Washington Adventist University
Bachelor of Science - Health Services Management
Norfolk State University
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