Sharhonda Burden

GS 7-10

40 Hours per week

Skilled at working independently and collaboratively in a team environment.

Self-motivated, with a strong sense of personal responsibility.

Proven ability to learn quickly and adapt to new situations.

Passionate about learning and committed to continual improvement.

Worked closely with new hires, answering questions and addressing various concerns during onboarding process.

Put together employee files and collected required digital information to meet requirements.

Collaborated with different staff and management to facilitate department-specific onboarding.

GS:9-2 40 hours per week

Records Management Liaison

Tracking and managing Be
havioral Health Records, location, disposition dates and document type

BHL Touch Management and grants access to application, Managing Suicide Risk data, tracking assessment uploads are complete in timely fashion, Creates, assigns and removes permission; Custom forms; designs and workflows; and trains site users and staff on system

Patient Centered Module Management- prevent patients being lost to care

Tracking providers FTE and patients assigned to team and providers team

Improves efficiency and productivity of organization and employees in administrative support activities

Enhancement of data models, new databases, data flows and relationships manipulate large data sets

Prepares written correspondences and other documents

Assisting with writing Position Descriptions (PD)

Managing department telework agreements, performance appraisals and uploading to LEAF, providers credentialing

Develops new methods and techniques when necessary

Provides staff coverage at Snyder House RRTP Program

Assist with daily operations of program, ordering supplies, admitting residents to program, and granting access badges to locked doors, assisting with community meetings, distributing mail and packages, creating spreadsheets, completing community contracts

Managerial Skills, managing provider OPPE/FPPE, Performance Appraisals, HR hiring process (onboarding), Provider exit, submittal of 52, LEAF, provider exit surveys, managing department S:Drive with supporting documents, Submitting promotion awards

Analyzed program data to provide input for key decision making and strategic planning.

Helped solve diverse program problems with in-depth analysis.

Identified program needs by comparing VISN and Facility data.

Validated results and performed quality assurance to assess accuracy of data.

Produced detailed and relevant reports for use in making business decisions.

Reviewed internal systems and organized training plans to address areas in need of improvement.

Gathered, documented and modeled data to assess business trends.

Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.

Strengthened S:Drive storage systems to enhance efficiency and minimize labor requirements.

Worked alongside other professionals to outline and implement program plans and objectives.

Maintained regular communication between departments via email and phone calls to coordinate program logistics.

Received incoming phone calls and contact form submissions and provided timely responses to inquiries.

Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.

GS:7-3 40 hours per week

Ran monthly reporting audits: Insurance Buffer Capture, No Action (Vista), Return to Clinic Orders (VSSC)

Ensured staff compliance with national and local policies

Resolved complex problems and service recovery to ensure patient services

Assured daily coverage of all areas of responsibility

Lead daily team huddle participation

Maintained time and leave (T&L) for all staff

Evaluated new products, equipment, and systems to make recommendations for improved operations

Identified educational or training needs and strategically assigned

Building provider profile grids

Maintained all standard operating procedures (SOP) for all sections

Enhanced Behavioral Health Consults to improve process to get patient care needed

Completing selection of employees for hiring process, corresponding with HR for hiring, disciplinary actions, and performance appraisals

Satisfying provider LEAF (clinic closure) request

Supervised 11 Advanced Medical Support Assistants in providing excellent customer service to callers and in-person customers requiring assistance for appointments and other medical issues.

Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered expectations for staff.

Delegated tasks to administrative support staff to organize and improve office efficiency.

Resolved issues through active listening and open-ended questioning, escalating major problems to Chief of HAS (Health Administration Services)

Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.

Established and updated work schedules to account for changing staff levels and expected workloads.

Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Monitored front areas so that questions could be promptly addressed.

Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.

Collaborated with Customers and providers to achieve excellent customer service.

Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Mentored office employees on proper administrative procedures and how to use programs such as Vista, Vista Scheduling (VSE), Vetlink, ICB (Insurance Capture Buffer) CTM (Consult Tracking Management), and CPRS keeping operations consistent and efficient for maximum performance.

Oversaw team of 11 administrative staff providing exceptional support to team of 109 Behavioral Health and 50 Audiology professionals.

Clinic Profile Management- building provider's clinic for scheduling customers

GS: 6-2 40 hours per week

Participated in team huddles and meeting to manage and plan patient care

Scheduled accurate appointments

Interpreted and verified provider orders

Scheduled and notified patient of appointments, managed call list, and navigated patient calls to correct departments

Effectively communicated with patient care teams such as: physicians, nurses, social workers, customer service, consults (scheduling consult approvals)

Refilled medications and sent renewal request to providers, facilitated communication between pharmacies and patient

Adequately trained new employees

Provided consistent, excellent customer service while utilizing “Veterans call support Center Procedures Guide” for handling patient calls

Participated on interview panels for potential employment candidates

Successful Liaison (acting Lead MSA) when supervisor is away or not on premises.

Adhered to VA company policies and scripts to consistently achieve call-time and quality standards.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Learned and maintained in-depth understanding of call center protocols, providing knowledgeable responses to diverse questions.

Educated customers on VA systems, form completion and access to services.

Met customer call guidelines for se levels, handle time and productivity.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Trained new personnel regarding call center operations, policies and VA services.

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 99%.

Cross-trained and backed up other clinics and CBOC's (Community Based Outpatient Clinic)customer service members.

Facilitated inter-departmental communication to effectively provide customer support.

Effective liaison between customers and internal departments.

Recorded by documenting in CPRS, issues resolved information to effectively manage customer complaints/concerns.

Resolved concerns with appointments, and/or medication complaints.

Answered average of 199 calls at start of service, emails to providers and addressing customer inquiries, scheduling appointments, solving problems and providing medication refills.