SHEDRA STEELE
Topeka
Summary
Program Analyst with progressive experience supporting enrollment and eligibility operations within the Veterans Health Administration. Skilled in quality assurance, data analysis, and process standardization to improve program performance. Known for identifying trends, supporting training initiatives, and providing guidance that enhances consistency across teams. Strong collaborator with experience bridging operational teams and supporting enterprise-level initiatives.
Overview
13
13
years of professional experience
Work History
Program Analyst (GS-9)
VHA Health Eligibility Center
Topeka
03.2023 - Current
- Perform quality assurance reviews of enrollment and eligibility determinations to ensure accuracy and compliance with VHA policies
- Analyze discrepancy trends across enrollment processing to identify performance gaps and improvement opportunities
- Provide feedback and recommendations to enhance knowledge base scripts, SOPs, and training materials
- Participate in calibration sessions to promote consistency in evaluation standards across staff and teams
- Review and interpret enrollment data to support standardization efforts and improve program effectiveness
- Maintain detailed QA documentation and contribute to performance reporting and monitoring activities
- Support development of training resources and process improvements aligned with Enrollment Standardization Office initiatives
- Collaborate with internal stakeholders to address usability, navigation, and enrollment system-related issues
Realtor / Broker Assistant
Cherrywood Realty LLC
Topeka
12.2017 - Current
- Manage client transactions from initiation through closing, ensuring compliance and accuracy
- Analyze market data and provide recommendations to buyers and sellers
- Coordinate with multiple stakeholders to ensure successful outcomes
- Train and support new agents on documentation and transaction processes
Enrollment & Eligibility Contact Representative (GS-7)
Department of Veterans Affairs
Topeka
04.2016 - 03.2023
- Monitored utilization of enrollment systems (VES, VIS, VBMS) to complete and process Veteran enrollments
- Resolved complex eligibility and enrollment issues through in-depth research and policy interpretation
- Provided education and guidance to Veterans and stakeholders regarding enrollment processes and benefit eligibility
- Documented case trends, user feedback, and recurring issues to support process improvement and training needs
- Participated in coaching, mentoring, and training initiatives for new employees
- Utilized multiple systems and applications to analyze and resolve enrollment discrepancies
- Maintained high performance standards in a high-volume, fast-paced environment
Pharmacy Customer Care Representative (GS-6)
Department of Veterans Affairs
Topeka
04.2015 - 04.2016
- Managed medication-related requests and system navigation for Veterans
- Resolved escalated customer concerns and improved service outcomes
- Supported training efforts and contributed to accuracy of knowledge base materials
- Maintained compliance with VA security and verification protocols
First Party Contact Representative (GS-7)
Department of Veterans Affairs
Topeka
04.2013 - 04.2015
- Analyzed billing, eligibility, and insurance-related issues using federal and private policy frameworks
- Provided recommendations on account resolutions, payment plans, and compliance requirements
- Served as Subject Matter Expert (SME) for training and onboarding
- Conducted quality reviews and supported process improvements
Skills
- Enrollment & Eligibility Operations (VES, VIS, VBMS, WRAP, SHARE)
- Data Analysis & Performance Monitoring
- Quality Assurance & Compliance Reviews
- Program Evaluation & Process Improvement
- Training Support & Knowledge Transfer
- Stakeholder Coordination & Liaison Support
- Policy Interpretation & SOP Development
- Customer Experience & Issue Resolution
Timeline
Program Analyst (GS-9)
VHA Health Eligibility Center
03.2023 - Current
Realtor / Broker Assistant
Cherrywood Realty LLC
12.2017 - Current
Enrollment & Eligibility Contact Representative (GS-7)
Department of Veterans Affairs
04.2016 - 03.2023
Pharmacy Customer Care Representative (GS-6)
Department of Veterans Affairs
04.2015 - 04.2016
First Party Contact Representative (GS-7)
Department of Veterans Affairs
04.2013 - 04.2015