Robin Tracy Phillips

Work History

Program / COR / Records Management Liaison / Talent Management System (TMS) Administrator & Domain Manager /Office Administrative Assistant

U.S. Department of Veterans Affairs

07.2013 - Current

I successfully support the department’s Chief Officer (CO), Administrative Officer (AO), Regulatory Affairs Officer and other program staff located in our Palo Alto, Denver, Seattle, and Atlanta field offices. I meet regularly with the Epidemiologists, IT and Administrative staff to make sure I am accurately curating (monitoring, evaluating, and documenting) ongoing programs and projects. I schedule meetings between PHNPO staff and other VA, VHA, OPH and contractor personnel, as well as inter-agency meetings with employees of other government agencies including personnel from the DoD, CDC, DHHS and DHS. I have established and maintained contacts with a wide variety of individuals and organizations to augment PHNPO’s research and determined the most accurate and/or representative data sources to make assessments. I prepare and provide agendas, informational packets, graphic presentations and other required information and materials for meetings. I maintain all-office documents, including the Shared Office Calendar (sending out reminders on a monthly or more frequent basis,) and the Office Directory, and am the Microsoft Domain manager for 9 email groups. I prepare, maintain, and update SOPs (Standard Operating Procedures) for travel and on-boarding processes for new Contractors. I record/take minutes at meetings to identify action items and requests for information, and to ensure the appropriate responses and follow-up actions are taken by identifying and following up with appropriate staff members. I provide information and interpret the policies and procedures of PHNPO efficiently and effectively, proofread and double-check documents created by other staff members for clarity, and ensure documents produced by the department are accurate, include important facts and are formatted as appropriate to the department and VA’s established policies, as well as appropriate to the VA’s established style guide. I also develop and oversee compliance with communication policies, data management and brand/visual guidelines, and determine appropriate use for copyrighted electronic property.
I possess knowledge of and experience with Public Health operations in areas such as surveillance, epidemiology, Biorepository, biosafety, and testing. I have knowledge of VA health system administration philosophies, practices, procedures, and government administrative policies and requirements. I possess the ability to plan, organize, and coordinate stakeholder efforts across organizational lines, including the ability to monitor progress on requirements development to ensure that realistic objectives and milestones are established, to clearly assign responsibilities, and to get mission requirements accomplished in a timely manner. I ensure organizational compliance and program alignment at all organizational levels, utilizing my knowledge of health care delivery systems, processes, roles and related legal, regulatory and agency guidance. I communicate effectively, both orally and in writing, presenting thoroughly considered and sound suggestions that provide a clear understanding of situations and incidents, ensuring effective communications and decision-making. I have extensive communication skills, utilizing them in writing a variety of documents, and oral skills to foster collaborative working relationships with other staff and to work proactively to meet goals and objectives. I apply my knowledge of health benefits administration to gather and verify facts, write or edit materials, and develop and present clear and meaningful information to customers and stakeholders.
I have experience with using Microsoft office tools for reporting, data analysis, billing, and program operations. I possess knowledge of pertinent laws, regulations, policies, and precedents which affect the use of program and related support resources in Public Health, especially across federal agencies, and knowledge of the major issues, program goals and objectives, work processes, and administrative operations of local VA Medical Centers as well as VA central office. I am skilled in conducting detailed analyses of complex work processes, particularly regarding healthcare. I have shown ingenuity and originality in data integration from multiple sources and developed innovative methods to solve novel operational issues. I work collaboratively with my supervisor(s) to develop mutually acceptable project plans which typically include identification of the work to be done, the scope and schedule of the project, and setting milestones and deadlines for completion. I plan and carry out projects to improve the efficiency and productivity of organizations and employees in administrative support activities, and I identify, analyze, and make recommendations to resolve problems. Participates in identifying and setting standards for organizational operations, to include projected quality controls and performance measures.
I also recommend national improvement strategies, policy, and process changes to executive leadership at PHNPO, VAMC, VISN, and VACO levels as appropriate. I identify, define, and work toward perfecting customer service tools, process improvement, and training opportunities to support PHNPO, internal and external customers, with the goal of providing predictable, consistent, and accessible customer experiences for Veterans, their caregivers, and survivors. I possess knowledge and mastery of analytical tools, information systems, and methodologies with expert ability to provide authoritative advice to management throughout the Agency for continuity. I am regularly assigned portions of broader studies of largely administrative organizations and participate in the evaluation of program effectiveness at the operating level. I can be called upon to develop detailed procedures and guidelines to supplement established administrative regulations or program guidance. I complete reports and recommendations that influence decisions by managers concerning internal administrative operations. I provide direction and advice to managers on non-controversial organization and/or program related issues and concerns. I possess persuasive skills needed to advocate for organizational changes and the ability to tactfully communicate to resolve conflict that matters positively and productively. I implement green procurement policies to consider environmentally preferable and recycled products in all purchasing decisions.
I have knowledge of Federal Acquisition Requirements, directives, and guidance, and possess the ability to interpret and implement guidance regarding contracting requirements. I apply my knowledge of Federal Acquisition Regulations (FAR), Code of Federal Regulations (CFR) and agency policies to support acquisition strategies, contract life cycle management and administration activities. I am an experienced COR, having over ten years of experience in contracting work for the acquisition and maintenance of necessary equipment, supplies and reagents for the Public Health Reference Laboratory. I am familiar with a broad range of interrelated issues with a high degree of complexity related to the public health services, public health reference laboratory testing and the revenue cycle of charged-back program requirements. I analyze issues related to multiple contracts covering an array of health care services to augment agency resources.
I ensure that billing is correct and that invoices are reconciled from correct funding sources. I can address novel situations, conflicting program goals and objectives, resolve areas of uncertainty, and render appropriate judgments as required. I work effectively with relatively minimal supervision, meeting my superiors’ expectations and can be relied upon to make independent decisions regarding the conceptualization of specific projects, approaches to project design, use of data analysis techniques, interpretation of findings, and composition of reports. I am responsible for planning and organizing approved project plans, estimating costs, coordinating with staff and line management personnel, and conducting all phases of my assigned projects. I inform my supervisor of potentially controversial findings, issues, or problems with widespread impact. My completed projects, evaluations, reports, or recommendations are reviewed by my supervisor for compatibility with organizational goals, guidelines, and effectiveness in achieving intended objectives. I use my professional judgment in choosing, interpreting, or adapting available guidelines to specific issues or subjects studied, and in researching regulations and in determining the relationship between guidelines and organizational efficiency, program effectiveness, and employee productivity. I am skilled at gathering information, identifying, and analyzing issues, and developing recommendations to resolve substantive problems effectively and efficiently in project, program, and program support settings. I have a history of applying mastery level concepts and have gained the confidence of senior executives and stakeholders with whom I interact. I am comfortable acting in crisis situations and dealing with unusual occurrences.
I manage the Referral Laboratory Charged-Back Nationwide Program and am responsible for the program activities, testing menu brochures, pricing listing, turn-around-time listing, contracts, invoices, billing, inquiries, trends, issues, reports, quality control measures, and all other Referral Charged-back oversight, and integration into an efficient Public Health Management model. I provide financial set up access-related consultative services to the VAMC, VISN, and National leadership. I collaborate with clinical and public health scientists to review and develop national guidance and policies to facilitate charged-back pricing. I analyze Center of Medicare and Medicaid Services reimbursement allowance and commercial laboratories reference diagnostic test pricing and provide inputs to clinical and public health scientists for price-setting. I manage the revenue cycle and ensure all services are correctly charged and are captured accurately and on-time. I ensure all testing services are correctly coded and billed to payers on time. I categorize tests as billable for specific funding area such as Referral Laboratory Network, COVID-Sequencing, and Look-back Investigations. I reconcile invoices for all VHA VAMC (153 VAMC sites, and 79 different possible test designations/descriptions) and submit to all the sites’ fiscal officers. I compile monthly, ad-hoc reports for billing activities for management review. I ensure all payments received are posted accurately and on time, and that revenue cycle management activities comply with relevant laws and fiscal requirements. I set quality indicators and monitor revenue cycle performance regularly. I generate reports and analyze revenue cycle performance to identify improvement areas and ensure that revenue goals are met. I also analyze data to identify trends, issues, and opportunities for improvement and provide recommendations to management and stakeholders. Utilizing various statistical techniques, such as descriptive statistics that include measures of central tendency, such as the mean, median, and mode, and actions of spread, such as range, variance, and standard deviation, I conduct quantitative analysis of reference laboratory data. Of course, appropriate data sets such as volume of tests, invoice recovery data, and outstanding billing for reporting are always used, as is appropriate financial data, such as direct and indirect cost, to perform cost saving analysis for inputs in Public Health National Program Office strategic planning. I also provide data for management report for management decision-making, support performance monitoring, and facilitate organizational communication.
I serve as the Records Management Liaison and Knowledge Management System Administrator for PHNPO. In this capacity I coordinate with Directors, Managers, Team Leaders, and staff within the different divisions of PHNPO (which include PHLR/Laboratory Services, Research, Human Resources, Epidemiologists, IT, Financial agents, and Admin) to create and maintain their file plans. I am responsible for updating the records and file plans in the RKM, the chosen record Management software, SharePoint, and software database applications. I manage requests and waivers for off-site proper document storage that ensure privacy, security, and record retention protocol. I communicate with internal and external stakeholders for record requests. I analyze training data and records to identify trends and patterns in the data to provide inputs for public health training needs, utilizing appropriate statistical methods, such as descriptive statistics, inferential statistics, regression analysis, or correlation analysis. As specialist for Public Health National Program Office Knowledge Management System (KMS), and I am responsible for managing KMS, ensuring that it is up-to-date, user friendly, and accessible to all PHNPO staff. I use appropriate statistical methods to evaluate the effectiveness of PHNOP KMS and provide input for improve the program. I collaborate with subject-matter-experts, a diverse group of public health scientists and public health administrators, providing new and innovative data mining methods to improve PHNPO operations. I conduct regular needs assessments to identify the knowledge management needs of PHNPO. I develop and provide training to help employees understand the KMS and its benefits and encourage them to use it effectively. I monitor and assess the KMS to ensure it meets the organization’s knowledge management goals and objectives. I ensure the KMS complies with relevant laws, regulations, and industry standards. I provide KMS data for management report and review. I perform a variety of work that involves the collection, compilation, and/or tracking of data and statistical information in support of the organization's program operation. I assist in the reporting of data/statistical results of program/project studies. I establish protocols for incoming data, organizes computerized data sets, and retrieve computerized data. I also evaluate documents, such as sampling plans, and other data collection forms for accessibility and readability. I coordinate incoming data from a variety of sources. I review documents, reports, and/or applications for omissions and inconsistencies, and ensure data entry is complete and accurate. I provide KMS data for management report and review. I conduct comprehensive risk analyses to determine the appropriate controls for the KMS utilization and their criticality to the different area in public health, such as Public Health CACHE/Climate Change, Public Health Reference Laboratory, Public Health Biorepository, Public Health Surveillance, and provide reports for management action. I develop and maintain a variety of necessary professional relationships with key stakeholders, including vendors, regulatory agencies, and internal customers, to stay informed of industry trends, identify new opportunities, and resolve issues. I proactively identify opportunities for process optimization, data quality improvement, and enhanced data-driven decision-making within the organization.
I compile complete records of all the department contractors’ Employee Education System training certificates. I provide general administrative support to the Regulatory Affairs Officers and Committee members located nationwide. I oversee the TMS accounts of the PHNPO’s 10-12 FTEs, as well as 40-50 contractors on numerous contracts (Bitscopic, GhostRX, Ansible, etc.) and provide administrative assistance for TMS account access. I monitor contractors’ training requirements and compliance. I identify and determine training priorities, conduct surveys, provide training, administer training programs, and maintain employee records. I conduct surveys of training needs, analyze the information obtained, and submit recommendations to my supervisors and leadership. I prepare, review, and/or monitor an organization’s training budget. I provide information concerning available training and make all arrangements for the training to occur. I also provide information concerning available training, arrange for instruction, prepare reports, and help facilitate courses for my organization. I review and evaluate internal and public health system-wide training plans to optimize PHNPO use and implement PHNPO training needs based on national public health requirements. I propose improvements in the PHNPO training curriculum for onboarding and sustainment activities. I collaborate with subordinate supervisors, administrators, contractors, researchers, and practice management team when applicable to consistently evaluate the efficiency and effectiveness or training initiatives, prioritizing them based on my evaluation of which have the most significant impacts. I review, analyze, and evaluate training programs and programs to assess their quality and effectiveness.
I provide direct support in coordinating all aspects of official travel to include funding, itineraries/agendas, ground and air transportation requirements, lodging, and expense reporting. I analyze and evaluate the current operations of the travel by PHNPO and associates, make recommendations to improve the efficiency and effectiveness of operations, and implement approved changes. I lead the PHNPO’s efforts to ensure compliance with all applicable financial and travel laws and regulations, including the Federal Manager’s Financial Integrity Act, revised OMB Circular A 123, Management’s Responsibility for Internal Control, and the Federal Travel Regulation. I provide consultations to all employees to explain complex travel policies clearly and concisely and resolve any travel-related issues that may arise. I align PHNPO processes with planning and policies at the network and external national public health levels. I interface with national leadership to ensure PHNPO policies and procedures for area of responsibilities are consistent with national policy.
As a COR I act as liaison between the Vendor, Contracting Officer, and Customer, and am the Point of Contact (POC) for all contractual communications and commitments. I liaise with appropriate company personnel, including legal and finance, to understand business issues. I assist in resolving issues or discrepancies between Vendor and Customer. I provide purchase requestors with all necessary contract document templates for their procurement. I review and approve all contract documents, ensuring accuracy, completeness and conformance with government mandated terms and conditions. I provide contracting-related guidance to technical, business, and executive personnel. In all my contractual dealings I ensure the application of information security/information assurance policies, principles, and practices to safeguard against unauthorized access and protect integrity of organizational data and made certain that sensitive data is protected by implementing permissions, data use policies and agreements. I maintain complete contract binders with all records of inspection, communication, invoices, PWP etc. I coordinate kick-off meetings with Vendor, Customer and Stakeholders for contract discussion and review and attend meetings/calls for updates on contract progress, issues, risks etc. I communicate purchasing deadlines to staff, facilitate the submission of all contract procurement documents with VA Contracting Officer and Contract Specialists. I oversee Vendor quality assurance procedures and assist in establishing and administering efficient procedures within different departments to facilitate quick and accurate response related to contractual issues. I ensure the Contractor has current security clearances for facility and personnel. I review progress reports to ensure work remains in scope and that the details of the contract are adhered to. I manage contract renewals, extensions, amendments, new contract requests, master purchases, and service agreements. I participate in and contribute to the timely and efficient handling of contract-related reporting activities, assist in the final inspection of deliverables from the Vendor and address deficiencies, as well as perform final contract closeout tasks. My work as COR for the PHNPO ensures Program office acquisition and maintenance of the appropriate equipment, supplies and reagents per contract requirements. I review invoices, ensuring that billing is correct and that invoices are reconciled from correct funding sources. A list of contracts (active and inactive) in which I have served as COR are available upon request.
PROGRAM SPECIALIST, PD 0611601, POSITION 91200203
VHA Public Health National Program Office (PHNPO - 12POP6)
Public Health Surveillance / Public Health Reference Laboratory
Public Health Biorepository / Public Health Research Center
Supervisor: Jude Lopez 650-493-5000 ext. 66055 – Yes, okay to contact
Type of employment/hours per week: I was a Contractor in this position from 7/2010-5/2013, 40 hours per week/Full Time. FTE (Full Time Employee) 5/2013 – present, 40 hours per week/Full Time.

Executive Assistant / Office Manager / Director of Customer Service

Blockware/Kangaroom Storage

01.2008 - 07.2010

Reported directly to and provided sole administrative support for the CEO; additional support provided for 5 additional employees.
Senior customer service representative: responsible for accurate procession of all orders, credits, exchanges, and replacements of product from orders placed on our retail website, and in person at our retail outlet store. Answered customer inquiries regarding our products to the company’s retail and wholesale customer base via email, telephone, and in person. Packed and shipped all retail orders and product samples to wholesale buyers.
Executive and Administrative duties: payroll and health benefits administrator, coordinated services and scheduled with vendors including UPS, USPS, Konica Minolta, Farmer’s and E-Health Insurance agencies, website administrators.
Distributed mail, faxes, and samples, created and submitted expense reports, managed the billing approval process, coded & submitted all bills for payment, purchased and maintained office supplies, deposited cash sales, reconciled shipping costs, maintained records of all incoming and outgoing purchase orders.
Navigated internal computer inventory system to create and track SKU & UPC numbers for products in development, purchase orders to our overseas vendors, monitored inventory at two locations. Maintained daily log of all sales, credits, exchanges, replacements, and samples sent, monthly entry of same into general ledger program.
Monitored and updated the company's retail website; responsible for all new product photography, web-based responsibilities include creating new product pages, monitoring, and updating inventory availability, uploading photos and press coverage.
Provided administrative support for sales reps and wholesale vendors with updated sku, upc, case pack and product information, created and transmitted image files of various specifications, facilitated and coordinated communication among wholesale buyers, sales reps, and the distribution center. Updated sales reps and wholesaler buyers on issues of product availability and timing of deliveries.
Coordinated all inventory moves, from single cartons & palettes to 20” semi-trucks. Unloaded and organized same –recorded inventory placement.
Undertook self-monitored research projects and report on results directly to the CEO.
Supervisor: Jeffrey Block – 415-353-5595 – yes, OK to contact
Type of employment / hours per week: Permanent / 40 hours per week

Designer / Framer

The Photograph Store

01.2005 - 01.2008

Responsible for matting and framing a wide variety of art.
Assist clientele in the choice of materials and design to suit their art.
Implementation of all customer design decisions
Customer service and sale of store’s photograph collections
Supervisor: Fred Rubenstein - (415) 563-4600 – yes, OK to contact
Type of employment / hours per week: Hourly / 32 hours per week

Customer Service Agent

B Brooks Fine Flowers

12.2003 - 12.2004

Coordinated sales of floral arrangements (domestically and internationally)
Intensive customer service
In depth research related to product quality and availability
Extensive multitasking
Significant conflict resolution in situations requiring problem solving and negotiating skills.
Supervisor: Barbra Brooks- (415) 674-5599 – yes, Ok to contact
Type of employment / hours per week: Hourly / 32 hours per week

Associate Photographer & Studio Manager

Real Life Weddings

10.1999 - 11.2003

Photographed 15-20 weddings annually from 2001-2003
Considerable office management skills
Monitor project workflow, set schedules, and assign responsibilities.
Manage accounts payable and receivable.
Sales responsibilities – assisted clients through every step of the process.
Assisted extensively, both in the studio and on location
B&W film processing, darkroom printing, spotting
Matting, framing, and hanging gallery shows.
Supervisor: Steven E. Gross (773) 509-9398 – yes, OK to contact
Type of employment / hours per week: Hourly / 40 hours per week

Executive Assistant

Donaldson, Lufkin & Jenrette

01.1997 - 01.1999

Sole administrative support for team of 7 (5 junior/2 senior) investment banking executives
Prepare general correspondence, process expense reports.
Heavy customer services
Coordinate travel and conference arrangements (domestically and foreign)
All other duties as assigned.
Supervisor: Cynthia Bradbury Miranda – 312-345-6868 –Company no longer active
Type of employment / hours per week: Permanent / 40 hours per week

Summary

Overview

Work History

Program / COR / Records Management Liaison / Talent Management System (TMS) Administrator & Domain Manager /Office Administrative Assistant

Executive Assistant / Office Manager / Director of Customer Service

Designer / Framer

Customer Service Agent

Associate Photographer & Studio Manager

Executive Assistant

Education

Master of Fine Arts - Photography

Bachelor of Arts - History

High School Diploma - undefined

Skills

Certification

Interests

Timeline

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