Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shawn Elsen

Leon,KS

Summary

Diligent Customer Service Representative with a strong customer service background. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Ability to leverage exceptional communication and problem-solving skills to enhance the overall customer experience.

Overview

12
12
years of professional experience

Work History

Civilian Payroll Technician

Robert J Dole VA Medical Center
11.2023 - 05.2025
  • Processed payroll for civilian employees, ensuring timely and accurate compensation.
  • Reviewed employee timekeeping data for discrepancies, facilitating corrective actions as needed.
  • Assisted in the implementation of new payroll software, improving processing efficiency.
  • Maintained updated records of employee benefits and deductions in compliance with federal regulations.
  • Conducted audits of payroll entries to verify accuracy and adherence to established protocols.
  • Collaborated with HR to resolve payroll-related inquiries and issues, enhancing employee satisfaction.
  • Developed user guides for payroll processes, promoting consistent practices within the department.
  • Served as a subject matter expert for civilian payroll matters, providing guidance to both internal and external stakeholders on relevant regulations and best practices.
  • Maintained accurate personnel records with thorough documentation of hiring, termination, and salary adjustments.
  • Assisted HR with onboarding new hires by providing comprehensive information on the payroll process and benefits enrollment.
  • Promoted a culture of continuous improvement within the team by proactively identifying opportunities for streamlining workflows and enhancing accuracy.
  • Collaborated closely with finance departments to reconcile any discrepancies between accounting systems and actual payments made to employees.
  • Provided exceptional customer service by promptly responding to inquiries from employees regarding their paychecks or benefit deductions.
  • Ensured timely payments for all civilian employees by consistently meeting strict deadlines for payroll submission.
  • Managed complex pay situations, such as overtime or leave without pay, ensuring proper compliance with federal regulations.
  • Ensured data security by maintaining strict confidentiality protocols when handling sensitive employee information during the payroll process.
  • Reduced errors in payroll calculations by diligently verifying employee timecards and attendance records.
  • Coordinated with IT staff to troubleshoot technical issues impacting payroll software performance, minimizing downtime and potential errors.
  • Maintained up-to-date knowledge of industry trends, emerging technologies, and regulatory changes by participating in ongoing professional development activities.

Administrative Assistant – Inpatient Nursing Services

Robert J. Dole VA Medical Center
02.2023 - 11.2023
  • Independently develops, plans, issues, and implements procedures to comply with directives concerning administrative matters.
  • Analyzes and evaluates problems, makes recommendation, and devises solutions to systems administration, training management, publication management and data management in the division.
  • Participates in regular meeting with leadership and other senior members to address administrative management issues, resolve problem and provide recommendations for correcting or improving processes and programs.
  • Compiles information to prepare administrative reports for management briefing and sharing with work groups.
  • Maintain and update data bases and shared computer drives.
  • Serves as the department ADPAC, UAC, PIV Sponsor, Records Liaison.
  • Manages, monitors, coordinates, and provides regulatory guidance on all personnel actions, organizational structures, and position management for the service.
  • Participates in the planning for budgeting needs and financial management for the service.
  • Attends budget calls, reviewing guidelines and instructions to brief managers of schedules and data requirements.
  • Review office needs to plan and develop budget data and justification for review and approval.
  • Monitor leave requests, premium pays, and schedules to make sure they have been submitted in Acustaf and VATAS accurately and timely to prevent processing errors and promote timely processing. If errors are found, request correction by appropriate parties and show examples of how the correction needs to be submitted. Perform checks and balances to check for accuracy.
  • Run reports in VATAS and Acustaf programs for use in extracting information concerning different cost group usage and where those funds are being spent. (Alternate TLs, sitter coverage, leave coverage, training, travel and so forth). This information is then used to help in processing Labor Mapping correctly and correctly allocating funds properly. The reports are then used to breakdown fund usage by direct and indirect staffing hours, leave hours, education hours and other options and input onto an Excel spreadsheet that Department Chief uses.
  • Draft memos to send per Department Chief’s directive when needed.
  • PIV Sponsor back up when needed. Track requests when they come in and make sure they are being processed in a timely and appropriate manner.
  • UAC sponsor Inpatient nursing services (backup). Make sure that the requests are being tracked and acted upon in the assigned time frame to help circumvent issues that might arise when new employees start. Makes sure that when the requests are submitted that the employee is granted correct access to the needed keys, distribution groups that will be needed to successfully do their job.
  • AES Champion for the last 5years and have been able to have my charged department to reach 100% before the deadline was reached each year. Attended the meetings and then sent out daily information to appropriate staff on our status of completing the survey and then disseminate the information to appropriate staff.
  • Labor Mapping for 5 assigned TLs after each pay period. I extract the information from reports ran in the Acustaf program and then enter the information into the Labor Mapping program and certify them for the Finance Department. I communicate with the Finance department when I have question on the correct ALBCC for new departments or when an employee is covering for a new department. I have been doing Labor Mapping for our TLs while working under my former title of PSA. I have been doing this since 2019.
  • Information Records Liaison for Inpatient Nursing. I keep electronic filings of COP, FMLA, Military Leave, Jury Duty, Resignations and OCHCO processes so when they are requested by staff or other departments.
  • Have attended training sessions thru the AO Academy. Training sessions have covered UAC processes, Pyramid Analytics, Fund Control Point processes, submitting 2237s, PIV requests, VATAS training for Supervisors, Acustaf for supervisors, AES, CISCO phones, ePerformance, Staffing Methodology, TXP/HRsmart, ECFAP, Fiscal Budget prep for upcoming fiscal year projections and other trainings deemed helpful by supervisor.
  • Regular correspondence (electronic emails, instant messaging, and phone) with HR, Payroll staffing, Quality Management Chief, Primary Care Nurse Manager, Specialty Clinic Director, and other management members in other VISNs. This has been a daily part of my job starting under my previous title of PSA and continuing with my current Administrative Assistant job. Oct 2018-current.
  • Perform annual audit of correct keys for all employees in assigned TLs. Make the correction to any when needed. Started doing this under previous job title back in 2020.
  • Independently build and prepare spreadsheet tracking premium pay trends for the fiscal year for department Chief when asked with little direction on exactly what she was wanting other than needing to show per pay period: OT and CE and broken down by TL. Keep updated and send report to chief at the end of every pay period after corrections have been completed by the timekeeper.
  • Take on special projects when asked by Dept Chief or Nursing managers. Getting patient personal items to them after they have discharged from the hospital. Acquiring special items from Medical Media for retirements and other events.
  • Point of reference for employees when they are questioning pay, leave, and other benefits. Working towards being an expert in these multiple disciplines. In doing this I have had to become familiar with the different pay systems for the different employee types that work in the VA) Title 5, Title 38, PRN, Part-time, Full-Time) their entitlements to pay, leave and other benefits based on their pay systems.
  • Make sure that Dept Chief and Nursing Management are apprised of policy changes that come about thru meetings with different departments, VISNs and other areas that would be deemed important information for staffing to know.
  • Attend training sessions for time keeping, AOs, UACs, PIV, VATAS, Acustaf, AES, CISCO phones, ePerformance and other trainings deemed helpful by supervisor.
  • Daily use of MS Outlook, Teams Messaging, Excel spreadsheets, Adobe, MS Word, VATAS, Vista, Acustaf programs. Tracking systems of processes (FMLA, New Employees processes PIV/UAC)
  • Interpret staffing inquiries and resolve discrepancies based on extensive my knowledge of timekeeping.
  • I have provided Customer Service to Coworkers in a timely manner and in a pleasant manner. When asked to help with scheduling appointments, meetings, mailing products, ordering services (products from Medical Media) I have got on top of the job immediately and kept requesting parties apprised of the status until completed.
  • 40 hrs. weekly full time – Telework 8hrs weekly.
  • 02/11/2023 to current
  • GS 7.4 currently
  • Cynthia McNary, supervisor 316-685-2221 X53008 RJD Medical Center Wichita, KS
  • 40 hrs. weekly full time – Telework 8hrs weekly.
  • 02/11/2023 to current
  • GS 7.4 currently
  • Cynthia McNary, supervisor 316-685-2221 X53008 RJD Medical Center Wichita, KS
  • Managed electronic filing systems, improving document retrieval speed and accuracy.
  • Mentored junior administrative staff, fostering skill development and teamwork within the department.
  • Implemented project tracking tools to enhance workflow transparency and accountability across teams.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Facilitated collaboration within team by organizing regular meetings and tracking project progress.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.

Patient Services Assistant – Inpatient Nursing Services

Robert J. Dole VA Medical Center
09.2018 - 02.2023
  • Performs a full range of timekeeping duties and responsible for the accuracy and timeliness of submission of the time, leave, and premium pay for 175-215 timesheets for the Medical Center inpatient nursing staff.
  • Created various work schedules for compressed, PT and 72/80 staff.
  • Processing pay and leave by utilizing various automated pay systems.
  • Record, reconcile and balance pay data by various categories for accounting, budget, production, and other management purposes.
  • POC for staff concerning leave, benefits and pay regulations.
  • Technical support for management and other staff.
  • Create and maintain reports related to employees’ pay and leave.
  • Make retroactive adjustments and tracing errors which involve correction of pay and extensive research.
  • Knowledge of rules, regulation and practices relating to civilian pay and time and leave.
  • Responsible for attending periodic refresher training for timekeepers and verifying that backup timekeeper is current on training.
  • Worked closely with payroll in applying knowledge/rules/regulations and practices relating to pay and leave.
  • Kept up on regular OIG rules and regulations governing the processing of salary pmts, deductions and benefits for a variety of employment categories.
  • Performs clerical and technician work that result in bi-weekly and monthly reporting.
  • Provide technical assistance on pay and leave matters to staff, supervisors, and other leadership.
  • Audit leave codes / requests that were submitted by the staff for accuracy.
  • Process complex pay adjustments that involved leave corrections/additions, premium pay updates, retro pay additions / subtractions.
  • Notify staff when payroll changes (leave, COP, canteen allotments and other debts due US Government) have created a possible debt owed so that they may prepare accordingly.
  • Work daily with automated systems: Acustaf, Vatas (payroll), VistA, and other programs.
  • Conducted extensive records searches / reviews over all assigned timecards, traced down discrepancies between Acustaf and VATAS that occurred in the past during the switch over, and determined the appropriate corrective actions based on current guidelines.
  • PIV Sponsor training and back up when needed.
  • UAC sponsor training for Inpatient nursing services (backup).
  • Labor Mapping for 5 assigned TLs after each pay period.
  • Review authorization documents and codes the appropriate information for tracking FMLA, Paternity Leave hours, Work Comp, Military leave hours, COVID related hours and any other hours tracking requests from supervisors.
  • Information Records Liaison for Inpatient Nursing.
  • When our KCVA VISN 15 sister hospital was changing over to the 36/40 (or 72/80) nursing, schedules I was selected by our local Nurse Executive, to be a point of contact resource for them to use during their prep for the change.
  • During COVID I developed spreadsheet to track cost / breakdown of hours of overtime, comp time, and leave based upon job position, FT/PT/PRN per Service Chief request.
  • Regular contact with HR to ensure I have had to stay in contact with them to make sure I have the most current filings for staff when it comes to their FMLA, COP, Volunteer leave, Resignations, New Hires, Resignations, Transfers, and other staffing issues or moment.
  • Extensive knowledge of Title 5, Title 38, 72/80 RNs, Hybrid and Healthcare workers pay appointments and benefit entitlements.
  • Explain timekeeping policies and procedures concerning differences between staffing (Title 5 & 38) their entitlements to overtime, holiday pay and other benefits.
  • 40 hrs. weekly full time – Telework 40hrs weekly.
  • GS 6/3 to GS 6/5
  • Cynthia McNary, supervisor 316-685-2221 X53008 RJD Medical Center Wichita, KS

Supply Technician

Robert J. Dole VA Medical Center
04.2017 - 09.2018
  • Provide wards, clinics, operating rooms, all secondary storage locations, CBOCs with supplies and other requested materials.
  • Daily monitor expiration dates and rotate stock appropriately.
  • Pull stock from stock rooms for delivery to assigned departments based on computer generated reports.
  • Deliver supplies timely and ensure supplies are delivered in sterile and operational condition.
  • Regular interaction with clinics and administration on supply requests and concerns.
  • Help them with special orders and needs to help with special stocking situations.
  • Communicate daily with Lead Supply Tech concerns related to supplies, stocking, and procedures.
  • Conduct daily inventory using bar coding system.
  • Set up and stock new secondary storage systems as they became available and necessary due to hospital growth.
  • Resolves differences between records and physical count.
  • Check in shipments received thru the loading dock.
  • Clean primary and secondary storage areas according to aseptic principles daily.
  • Complete and deliver specialty cart preparation (crash carts and case carts for surgeries) daily.
  • Cover departments for assigned tech when they are out for vacation, illness, or other reasons.
  • Plan workday according to the needs of the department and assigned stocking areas daily.
  • Technical support for departments when Pyxis system not working properly.
  • Aide with directions, clinic locations when help requested from hospital guests and veterans that I would have contact with in the halls and other areas in the hospital.
  • Help with training new staff on job procedures when needed / asked.
  • 40 hrs weekly full time
  • GS 5/4
  • Vince Hodgdon, supervisor 316-685-2221 RJD Medical Center, Wichita, Ks

Medical Support Assistant

Robert J. Dole VA Medical Center
04.2013 - 04.2017
  • Schedule patient appointments daily.
  • Coordinate with PACT daily schedule and attend daily huddle meeting with PACT TEAM.
  • Maintain efficient and effective communication with patient, PACT, VA Med Center, and other agencies as needed thru emails, phone calls and in person.
  • Process direct admits to the hospital from the primary care provider when needed.
  • Retrieve and disperse incoming faxes to appropriate teams, as well as send outgoing faxes per providers’ requests daily.
  • Send messages to the various Primary Care teams by using the immediate messaging system or secured e-mail systems daily.
  • Communicate with non-VA medical centers thru secure messaging daily when scheduling appointments for veterans that are living in assisted living, nursing homes or in the hospital.
  • Responsible for accurate appointment management and coordination of administrative information between professional staff and patients.
  • Developed a system to help with managing tracking system for follow up care for Return to Clinic Orders, Recall, consults, tests, and other items to make sure the vets are meeting their required follow up appointments timely and not following thru the cracks.
  • Volunteered to create a schedule for even distribution of administrative time for MSA’s to complete scheduling and paperwork needed for their PACT.
  • Volunteered to travel to work at the Hutchinson CBOC for 2 weeks to provide coverage while their MSA was on leave.
  • Trained new MSAs on VA procedures and have drafted a daily check list for PC MSAs to be used as a guideline on what needs to be completed daily.
  • Was trained as a SuperUser for the new VetLink system for check-ins when the new check in system was introduced to RJDVA facility.
  • Prepared and audited Means tests turned in by vets to verify qualifications for Travel Pay on a semi regular basis.
  • Regularly provide coverage to other teams when presented with a staffing shortage.
  • Member of and secretary for the MSA Boarding Committee.
  • Member of the Narcotics Inspection team.
  • Monitor pre-appointment requirements for patient visit to ensure that all information and requirements have been met prior to the veteran coming in for the appointment.
  • Report backlogs, issues meeting deadlines, uncooperative physicians, or issues in securing information from clinicians.
  • Maintain confidentiality of information while carrying out duties.
  • Work independently making decisions based upon guidelines, precedents, and regulations, preforms duties with minimal required supervision.
  • I conducted training for newly hired MSA’s for the department.
  • 40 hrs weekly Full time
  • GS 4/1 -GS 5/4
  • Supervisor: Kimberly Clawson 316-685-2221 RJD Medical Center Wichita, Ks

Education

Certificate of Completion of Cosmetology - Cosmetology

Barton County Community College
Great Bend, KS

Skills

  • Report creation and maintenance
  • Knowledge of pay plans
  • Knowledge of employment situations
  • Payroll collaboration
  • Error correction
  • Extensive research
  • Knowledge of civilian pay regulations
  • Data extraction
  • Audit preparation
  • Attention to detail
  • Point of contact for staff
  • Technical support
  • Microsoft Office proficiency
  • HIPAA compliance
  • Privacy Act compliance
  • FOIA compliance
  • Wage and hour laws
  • Direct deposit management
  • Federal regulations compliance
  • Payroll processing
  • Multi-tasking capacity
  • Teamwork and collaboration
  • Customer service
  • Problem-solving abilities
  • Reliability

Timeline

Civilian Payroll Technician

Robert J Dole VA Medical Center
11.2023 - 05.2025

Administrative Assistant – Inpatient Nursing Services

Robert J. Dole VA Medical Center
02.2023 - 11.2023

Patient Services Assistant – Inpatient Nursing Services

Robert J. Dole VA Medical Center
09.2018 - 02.2023

Supply Technician

Robert J. Dole VA Medical Center
04.2017 - 09.2018

Medical Support Assistant

Robert J. Dole VA Medical Center
04.2013 - 04.2017

Certificate of Completion of Cosmetology - Cosmetology

Barton County Community College