Lora Brubaker

• Facilitated effective communication between team members, fostering a positive work environment conducive to collaboration.
• Conducted Scheduling and Phone Audits and provide training and feedback to staff.
• Monitored program performance against established benchmarks, taking corrective action as needed to realign with desired outcomes.
• Trained team members on new software tools, scheduling rules, policies and procedures within the VA improving overall productivity and efficiency.
• Developed detailed project plans outlining tasks,
• timelines, dependencies, and resource requirements for successful execution of complex initiatives.

Executed scheduling audits across nine facilities, ensuring compliance with Scheduling Directive for 190 staff.

• Developed and delivered training materials as Subject Matter Expert on scheduling quality to enhance staff capabilities.
• Led Calabrio Calibrations meetings monthly, collaborating with scheduling supervisors to improve performance standards.
• Analyzed call data from 11 facilities using Calabrio, providing feedback and identifying service recovery opportunities.
• Established processes for tracking scheduling audits and quality improvements through Excel spreadsheets.
• Communicated effectively with all service lines to enhance patient care and safety across VISN 10 CCC.

Assisted in creating a comprehensive Education and Quality program, translating policies into training materials for new staff.

Identified training needs for Medical Support Assistants, improving performance measures and education within VISN 10 CCC.

Oversaw daily operations of VISN 10 Clinical Contact Center, serving all Veterans and families.

Answered incoming calls from Dayton, Ohio Veterans, facilitating future VISN transitions.

• Ensured exceptional communication during call handling to enhance service quality.
• Managed alerts within CPRS, including appointment conversions and overbook situations.
• Coordinated and scheduled face-to-face, phone, and VVC appointments efficiently.
• Attended all required MSA meetings, including daily, biweekly, and monthly sessions.
• Delivered outstanding customer service to all Veterans and their families.

Managed daily operations of Urology Clinic, serving veterans and families efficiently.

Completed active consults within Urology clinic to enhance patient care.

Supported multiple clinics by running encounters and managing appointment lists.

Ensured timely communication by answering calls and returning voicemails for three clinics.

• Printed and distributed clinic schedules to providers for operational clarity.
• Managed alerts in CPRS, including appointment conversions and call center requests.
• Reviewed and scheduled all face-to-face, telephone, and VVC appointments to optimize veteran experience.
• Coordinated all types of appointments across supported clinics to enhance service delivery.

Scheduled patients for five offices and eight providers efficiently.

Coordinated hospital, nursing home, and in-home visits to enhance patient access.

Verified insurance coverage and updated patient demographics accurately.

Performed medical coding within electronic health records (EHR) system.

Provided financial quotes to patients to ensure transparency.

Maintained organized charts and health records for easy retrieval.

Answered phone calls while delivering exceptional customer service.

Cleaned office environment to promote a professional atmosphere.