Robert K. Welton
Grovetown,Georgia
Summary
Dedicated Patient Advocate with proven expertise in patient complaint resolution and EEO program implementation. Skilled in data documentation practices and conflict resolution strategies, driving quality improvement initiatives within healthcare settings.
Overview
40
40
years of professional experience
Work History
Patient Representative/ Patient Advocate
Department of Veterans Affairs
Augusta, Georgia
02.2023 - 12.2025
- Resolves complaints by Veterans that cannot be resolved at the point of service.
- Provide education at various meetings and committees the issues experienced by Veterans receiving health care at the facility.
- Ensures that patient complaint data and the resulting quality improvement initiatives are communicated monthly to the VA medical facility Director, Associate Director, Chief of Staff, Nurse Executive, and Quality Manager.
- Reports and document in a patient’s record potentially threatening behavior to appropriate authorities according to VA policy, procedures and standards.
Equal Opportunity Specialist
Department of Veterans Affairs
Augusta, Georgia
02.2021 - 03.2023
- Provides technical and administrative assistance with EEO programs to managers, supervisors and employees on matters concerned with planning, developing, implementing, investigating, evaluating, monitoring of the EEO process to the entire Fiscal Department.
- Provides advice to supervisors and employees on all matters related to EEO and to patients and relatives pertaining to the Harassment/Hostile Work Environment program.
- Corresponds weekly with staff in the Office of Resolution Management Diversity & Inclusion office nationally.
- Served as the Primary Purchase Cardholder for the Centers for development & Civic Engagement (CDCE) office for 10 years with 15 Fund Control Points (FCP).
- Received 100% compliance with all purchases during monthly audits from Fiscal.
Voluntary Service Specialist
Department of Veterans Affairs
Augusta, Georgia
10.2013 - 04.2021
- Maintain the Charlie Norwood VA Medical Center (CNVAMC) Voluntary Service’s local and national database of approximately 460 volunteers.
- Selected by the Hospital Director to instruct all 2700 employees on the importance of Customer Service.
- Develops and maintains ongoing working relationships with stakeholders, community partners and Veterans Service Organizations.
- Serves as the liaison between CNVAMC the Athens CBOC, Aiken CBOC, Statesboro Telehealth Clinic, local colleges and High schools.
- Conducts Hospital and Fisher House tours with visiting VA Employee, and VIP’s (Mayors, Celebrities, Professional Athletes, Politicians, Miss Georgia…etc.).
Information Referral & Follow-Up Coordinator
Army Community Service
Fortson, Georgia
01.2010 - 09.2013
- Provided weekly overview briefs to all incoming Soldier, civilians and Family Members on SFAC Services ranging from Employment Readiness, Human Resources, Education, Outreach Services, Social Services, Financial Counseling, ACAP and CYSS Survivor Outreach Service (SOS).
- Developed and maintained metrics on service delivery and evaluates the quality of services by utilizing the Client Tracking System (CTS).
- Managed the Army Community Services (ACS) General Fund Enterprise Business System (GFEBS).
- Served as the organization's Vehicle Control Officer (VCO).
Employment/ Transition Career Counselor
SERCO
Fort Gordon, GA
01.2007 - 01.2010
- Taught the Federal Resume Class, resume writing, interviewing, salary negotiation, networking and achieving a professional image to Soldiers and select Spouses.
- Developed short and long-range plans that recognized the individual's personal, vocational and career needs by assisting in outlining milestones to achieve their desired goals.
- Established internal SOPs outlining program operations, procedures, and services to be provided. Maintained a comprehensive, cooperative network, both on the installation and in the local community, of concerned partners for transitioning personnel.
- Served as the installation(s) representative at meetings with Federal, state, and local representatives to discuss marketing strategies, program status, problems, and to coordinate/negotiate transition assistance.
Master Sergeant
United States Army
Fort Riley North, Kansas
05.1986 - 12.2006
- Managed five Dental Clinics and two Human Resource divisions totaling 93 employees.
- Conducted group and individual counseling on Army Education System.
- Prepared assignments, demonstrations, training aids, and related material to parallel and supplement course outline.
- Provided specific suicide intervention model instructions. Coordinated non-clinical ancillary services including, but not limited to, housekeeping, maintenance, patient and clinic supply and clerical support services.
- Prepared routine and special reports using material on file or by obtaining information from subordinate units and clinics.
Education
Bachelor of Science - Business Management
University of Maryland, College Park
College Park, MD05-2020
Master of Science - Human Relations
University of Oklahoma
Norman, OK07-2002
Skills
- Driver for the Masters Tournament
- Patient complaint resolution
- EEO program implementation
- Conflict resolution strategies
- Data documentation practices
- Stakeholder engagement
- Training development
Timeline
Patient Representative/ Patient Advocate
Department of Veterans Affairs
02.2023 - 12.2025
Equal Opportunity Specialist
Department of Veterans Affairs
02.2021 - 03.2023
Voluntary Service Specialist
Department of Veterans Affairs
10.2013 - 04.2021
Information Referral & Follow-Up Coordinator
Army Community Service
01.2010 - 09.2013
Employment/ Transition Career Counselor
SERCO
01.2007 - 01.2010
Master Sergeant
United States Army
05.1986 - 12.2006
Bachelor of Science - Business Management
University of Maryland, College Park
Master of Science - Human Relations
University of Oklahoma