SHAWN M. BALENSKE
Gainesville,FL
Summary
Hardworking and focused Administrative professional offering excellent communication, planning, and prioritization skills demonstrated through 20 years of performance. Exceptional leadership skills with expertise in streamlining workflow to optimize operational workflows. Promotes interdepartmental collaboration through solid teamwork.
Overview
27
27
years of professional experience
Work History
Administrative Officer
Malcom Randall VA Medical Center
01.2020 - Current
- Provides administrative oversight to staff within Gainesville Primary Care, Spinal Cord Clinic, and Internal Medicine Resident Clinic (approximately 77 FTE) to include 18 Physicians, 26 Internal medicine residents, 1 Advanced Practice Nurse Practitioners, 2 Nurse Practitioner Residents, and 1 Physician’s Assistant Residents, and nursing staff
- Has full administrative and professional responsibility for planning and directing all administrative support staff under my supervision
- Communicates information effectively to multiple audiences through clear oral and written communications
- Demonstrates logical thinking when describing facts and concepts and tailors the communication to meet the audience's needs
- Effective communication and excellent interpersonal skills build strong relationships with Veterans and staff alike
- The activation of a new primary care stand-alone 80,000 sq ft multi-specialty clinic in February 2023
- Responsible for all hiring actions for Physicians, Nursing, and administrative staff within our service using MSS/ HR Smart
- Primary Point of contact for the office of the patient advocate to resolve problems, expedite service and or corrective measures, and service recovery for Veteran issues in Primary Care
- Oversees AMTIS; fiscal budget planning consists of FTE, strategical planning, and implementing the department’s organizational goals
- Manages and maintains schedule utilization and wait time metrics for Gainesville Primary Care, Spinal Cord Clinic, and Primary Care Resident Clinic
- Leave approving officials in VATAS and manage certification of multiple T&Ls within the Primary Care service
- Serves as the ADPAC and Primary Information Manager for Gainesville Primary Care and all sections
- Performs at expert level in all scheduling aspects in VistA, VSE, CPRS, BISL, VSSC, and CTM
- Maintains the EARR Report and resolves encounter errors
- Manages PATTS cases; Patient Advocate reporting system to include Patient Advocate cases, White House Hotline cases, V-Signals, and Action items
- Serves as the service Records Liaison Officer for Gainesville Primary Care and all sections for records management & control
- Manages PIV card requests through the Assure Prospect system
- Manages EAAS – Emergency Alert System for Gainesville Primary Care and all sections within
- Responsible for profile management of all clinics in Primary Care and specialty clinics using the LEAF Clinic Profile system for Primary Care, Spinal Cord Clinic, and Internal Medicine Resident clinics, including ensuring proper clinic utilization and access
- Practices the highest level of monitoring national performance measures about new patient scheduling, consult management, and management of returning patient appointments
- Maintains 20-day completed New Patient wait time standard
- Displays excellent telephone etiquette, including calling patients for scheduling by VHA national scheduling guidelines and advising patients of information as requested by the provider
- Knowledgeable in all outpatient clinic procedures to provide practice guidance in multiple areas, including Primary Care, SCI, and Internal Medicine Resident Clinic
- Participates in multiple process improvement activities, including studies, interdisciplinary teams, and surveys: Blackbelt project for Phone System, Greenbelt project for eSceeening, Yellow Belt project for “Commit to Sit,” and Yellow Belt for Orthopedic Scheduling
- Serves as a Mentor in the “Buddy” for other Administrative Officers at Jacksonville OPC, Middleburg CBOC, and Lake City Primary Care
- Provides the Chief Medical Officer input on staffing, access, and scheduling issues, including distributing patient load to other teams during multiple provider vacancies.
Supervisory Program Specialist
Malcom Randall VA Medical Center
09.2018 - Current
- Responsible for practicing the highest levels of customer service and having an advanced understanding of medical terminology, medical administrative practices, patient consult processes, and patient scheduling procedures
- Supervises all Advanced Medical Support Assistant staff within Gainesville Outpatient Clinics: Primary Care, Women’s Clinic, Spinal Cord Clinic, Primary Care Pain Clinic, Dermatology and Optometry
- Has full administrative and professional responsibility for planning and directing all administrative support staff under my supervision
- Communicates information effectively to multiple audiences through clear oral and written communications
- Demonstrates logical thinking when describing facts and concepts and tailors the communication to meet the audience's needs
- Resolution of various problems related to assignment, preparation, administrative processing, support, and management of critical areas of the clinical operations, including quality assurance, personnel management, performance, staff in-processing, fiscal management, and access/ scheduling
- Primary Point of contact for the office of the patient advocate to resolve problems, expedite service and or corrective measures, and service recovery for Veteran issues in Primary Care and our specialty clinics
- Information Manager
- Approves/disapproves/certifies leave requests and timecards in VATAS according to VA policy
- Manages and oversees scheduling processes utilizing VistA, VSE and CPRS, Vet Text, Vet Link, Consult Toolbox, ICB, BISL, VSSC
- Maintains the EARR Report and resolves encounter errors
- Responsible for profile management of all clinics in Primary Care and specialty clinics with the use of the new LEAF system
- Provides a confidential and welcoming atmosphere for employees to express concerns
- Practices the highest level of monitoring national performance measures about new patient scheduling, consult management, and management of returning patient appointments
- Displays excellent telephone etiquette, including calling patients for scheduling per VHA national scheduling guidelines and advising patients of information as requested by providers
- Provides and or assigns coverage for various clinics and balances and distributes workload for Primary Care/ Geriatrics, Women’s Health Clinic, Primary Care Pain Clinic, SCI, Employee Health, Dermatology, and Optometry
- Knowledgeable in all outpatient clinic procedures to provide coverage in multiple areas, including Primary Care/ Geriatrics, Women’s Health Clinic, Primary Care Pain Clinic, SCI, Employee Health, Dermatology, and Optometry
- Develops and trains all new personnel, identifying training requirements and presenting instruction
- (Participating with Group Practice Manager to implement a better, more efficient 10-day MAS scheduler training)
- Participates in multiple process improvement activities, including studies, interdisciplinary teams, and or surveys (Veterans Experience Committee)
- Identifies existing potential problem areas and suggests solutions and or alternatives to existing procedures (Optometry and Dermatology)
- Promotes positive customer service initiatives through the facility (Good Things customer service program)
- Acts to resolve problems or expedite service/ corrective in conjunction with the Office of the Patient advocate
- Provides the Chief Medical Officer input on staffing, access, and scheduling issues.
Radiology Tech Assistant (Ultrasound)
UF Health Shands Hospital
05.2011 - Current
- Answering incoming phone calls in the inpatient radiology ultrasound department for three hospitals and two emergency rooms
- Verifying, clarifying, and correcting orders placed by physicians
- Preparing patients for ultrasounds, including transferring patients to beds, stretchers, and exam tables
- Aiding in transportation from inpatient floors and or Emergency Department
- Completes various clerical and administrative duties
- Cross-cover in Radiology Scheduling & MRI.
Acting Management & Program Analyst
Malcom Randall VA Medical Center
02.2020 - 08.2020
- Effectively communicates information to multiple audiences through clear oral and written communications
- Demonstrates logical thinking when describing facts and concepts and tailors the communication to meet the audience's needs
- Coordinate, advise, analyze, make improvements, monitor, and plan for the delivery of health care provided by the clinical services and other programs under the Associate Chief of Staff for the Primary Care & Outpatient clinics
- Acts as the subject matter expert on multiple committees and work groups; greenbelt project for LEAF Primary Care Transfer patient requests, Greenbelt project for ESI 4 & 5 from ED to be seen in Primary Care, Greenbelt project in Primary Care for the use of iPad to answer clinical reminders before visit
- Served as a Mentor/ Preceptor and guide to the Secretary of PCOC
- Meets weekly with NFSG Access Work Group by any modality with clinical and administrative leadership to drive efficient and effective delivery of patient-centered care
- Reviewing and reconciling substantial amounts of data; applying analytics and evaluating methods and techniques to address issues concerning the efficiency and effectiveness of program operations
- Has thorough, in-depth knowledge of the clinical environment, including practices, procedures, policies, strengths, and weaknesses, to effectively use data to track and manage patient care; able to track RTC orders for all Primary Care locations during the COVID-19 Pandemic and reschedule efforts
- Working current knowledge of state-of-the-art technology and a seasoned understanding of VA protocol, regulations, programs, and processes
- Highly skilled and knowledgeable of No show and Clinic Cancellation policies and processes, Veteran’s Choice Processes, Auditing, Consult Management, Clinical Contact Center Processes, Contingency Planning, Virtual Care Technology, Provider Workload and Schedule Management, Strategic Planning, Business Planning, and process Improvement activities
- Monitors and implements national laws, policies, and regulations such as JCAHO, Scheduling Directive, and Mission Act
- Able to use to with high skill level the Clinic Practice Management Dashboard, Vista, VSE, CPRS, Pyramid Analytics
- Participated in VISN conference calls to facilitate local advancement of Health System Management and systems redesign principles; Helped to develop VISN PC Site Visit tool with the Associate Chief of Staff and VISN workgroup.
Lead Medical Support Assistant
Malcom Randall VA Medical Center
10.2016 - 09.2018
- Highly skilled in VSE, VistA, CPRS, Vet Link, ICB, Vet Text, Consult Toolbox, BISL, VSSC
- Responsible for practicing the highest levels of customer service and having an advanced understanding of medical terminology, medical administrative practices, patient consult processes, and patient scheduling procedures
- Practices the highest level of monitoring national performance measures about new patient scheduling, consult management, and management of returning patient appointments
- Displays excellent telephone etiquette, including calling patients for scheduling by VHA national scheduling guidelines and advising patients of information as requested by providers
- Provides and or assigns coverage for various clinics and balances and distributes workload for Primary Care/ Geriatrics, Women’s Health Clinic, Primary Care Pain Clinic, SCI, Employee Health, Dermatology, and Optometry
- Knowledgeable in all outpatient clinic procedures to provide coverage in multiple areas, including Primary Care/ Geriatrics, Women’s Health Clinic, Primary Care Pain Clinic, SCI, Employee Health, Dermatology, and Optometry
- Point of contact for resolution to daily questions or issues in workflow
- Provides information and recommendations to supervisor on staff duty performance behavior, identifies staff education and training needs, and evaluates scheduling practices
- Resolves simple informational complaints of employees, clinical staff, and patients, referring others to the Supervisor for resolution
- Works collaboratively in an interdisciplinary coordinated care delivery model, Patient Aligned Care Team (PACT)
- Conducts ongoing audits to ensure quality of work for accurate and timely scheduling of appointments
- Highly skilled Timekeeper in VATAS for 30 employees and alternate timekeeper for three other T&Ls
- Able to assist other timekeepers with clearing errors on time sheets
- Develops and maintains effective and efficient communication with the patient, PACT Team, Specialty clinics, VA medical centers, and other agencies
- Responsible for New Enrollee Appointment Request (NEAR) report
- Pulling requests for new enrollee appointments, contacting patients to find out their preferred facility for care, and either scheduling for Gainesville Primary Care or placing a consult for the desired location within North Florida South Georgia clinic locations
- The primary point of contact for the office of the patient advocates is to quickly (if not on the spot) and efficiently resolve veteran issues in primary care and our specialty clinics
- Responsible for assigning and scheduling transfer requests for patients requesting a new Primary Care provider
- Responsible for profile management for Primary Care, Women’s Health Clinic, Dermatology, and Optometry, including canceling the clinic(s) in the Provider's absence
- Training staff under VHA national scheduling guidelines
- Recently, we added seven new AMSAs and implemented the “buddy system.” All new AMSAs revived basic training and were then paired with a senior clerk for more specific training in daily clinic duties
- Assisting Gainesville & Lake City Optometry during a vacancy of the Program Support Assistant to include complete restructuring of all Optometry profiles (from group scheduling to assigned provider profiles), assistance with incoming Residents and Externs gaining needed access to documents within our computer network, email access requests, general maintenance, ordering of supplies, maintenance of unique check-in system (with assistance) that Dr
- Cordes created in the Villages CBOC
- Assists in conducting interviews for MAS Hire Fast Hire Smart initiative for new AMSAs.
Advanced Medical Support Assistant
Malcom Randall VA Medical Center
01.2014 - 10.2016
- Responsible for practicing the highest levels of customer service
- Scheduling appointments in VISTA under VHA national scheduling guidelines, including interpreting and verifying provider orders in CPRS
- Checking patients into the multiple systems, including VISTA and VetLink
- Printing routing sheets, preparing for clinic visits, printing appointment lists, identifying needed means tests, verifying, and updating demographics in VISTA, CPRS, and VetLink, as well as insurance information in ICB
- Calling escort services for veterans needing assistance getting to other hospital locations
- Serves as a role model for other employees
- Knowledgeable in all outpatient clinic procedures to provide coverage in multiple areas
- Advanced MSA works collaboratively in an Interdisciplinary coordinated care delivery model (E.g., a Patient-Aligned Care Team)
- It coordinates with the patient care team to ensure that the clinic is closely monitored to effectively support the clinic's needs and make any necessary adjustments
- Develops and maintains effective and efficient communication with the patient, PACT Team, Specialty clinics, VA medical centers, and other agencies
- Covered Primary Care, Dermatology, Optometry and Geriatrics.
Administrative Assistant
North Florida Women’s Physician’s
03.2011 - 01.2014
- Newly created position to assist in the transition from the resignation of the Practice Manager
- Responsible for completing FMLA and Disability Paperwork for all Obstetrical patients
- Authorization of all implantable contraceptive devices (Nexplanon, Mirena, Skyla and Paragard)
- Maintained productivity for Physician’s and new Obstetrical Patients
- Covering check-in and check-out
- Answering incoming phone calls and scheduling all appointment types
- Also completed various clerical and administrative duties
- All aspects were completed for ten physicians, 4 Nurse Midwives, 1 Nurse Practitioner, and 1 Physician Assistant OB/GYN practice.
Administrative Work Experience
Arizona Orthopaedic Foot & Ankle Center
12.2009 - 02.2011
- Responsible for various administrative tasks in an orthopaedic foot and ankle center.
Administrative Work Experience
Simon Med Imaging
09.2006 - 02.2011
- Responsible for various administrative tasks in a medical imaging center.
Administrative Work Experience
Arizona Women’s Care
02.2007 - 03.2009
- Responsible for various administrative tasks in a women's care center.
Administrative Work Experience
Deborah D. Wilson, M.D., P.C.
06.2001 - 04.2007
- Responsible for various administrative tasks in a medical practice.
Administrative Work Experience
VALLEY OB/GYN
03.2001 - 06.2002
- Responsible for various administrative tasks in an OB/GYN practice.
Administrative Work Experience
Samaritan Family Health System
03.1997 - 02.2001
- Responsible for various administrative tasks in a family health system.
Education
Certification - Health Care Administration
Syracuse University
Syracuse, NY12.2024
Bachelor of Professional Studies - Fashion Merchandising
Cazenovia College
Cazenovia, NY06.1992
Associate of Occupational Studies - Fashion Merchandising
Central City Business Institute
Syracuse, NY12.1990
Skills
- Office Management
- Scheduling and calendar management
- Records Management
- Documentation and control
- Human Resources Support
- Payroll and budgeting
Timeline
Acting Management & Program Analyst
Malcom Randall VA Medical Center
02.2020 - 08.2020
Administrative Officer
Malcom Randall VA Medical Center
01.2020 - Current
Supervisory Program Specialist
Malcom Randall VA Medical Center
09.2018 - Current
Lead Medical Support Assistant
Malcom Randall VA Medical Center
10.2016 - 09.2018
Advanced Medical Support Assistant
Malcom Randall VA Medical Center
01.2014 - 10.2016
Radiology Tech Assistant (Ultrasound)
UF Health Shands Hospital
05.2011 - Current
Administrative Assistant
North Florida Women’s Physician’s
03.2011 - 01.2014
Administrative Work Experience
Arizona Orthopaedic Foot & Ankle Center
12.2009 - 02.2011
Administrative Work Experience
Arizona Women’s Care
02.2007 - 03.2009
Administrative Work Experience
Simon Med Imaging
09.2006 - 02.2011
Administrative Work Experience
Deborah D. Wilson, M.D., P.C.
06.2001 - 04.2007
Administrative Work Experience
VALLEY OB/GYN
03.2001 - 06.2002
Administrative Work Experience
Samaritan Family Health System
03.1997 - 02.2001
Certification - Health Care Administration
Syracuse University
Bachelor of Professional Studies - Fashion Merchandising
Cazenovia College
Associate of Occupational Studies - Fashion Merchandising
Central City Business Institute
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