Shirley Dixon

• Assisted in pharmacy practice under pharmacist supervision, adhering to state and federal regulations.
• Entered patient and drug information accurately into pharmacy systems based on assignments from management.
• Filled prescriptions by retrieving, counting, and pouring medications while verifying correctness and checking interactions.
• Maintained workflow by scheduling tasks and supporting pharmacists in daily operations.
• Registered all sales on assigned cash register while handling cash responsibly.
• Processed manual claims for third-party prescriptions promptly, correcting and resubmitting as necessary.
• Supported inventory management by ordering, unpacking, checking, and storing pharmaceutical shipments efficiently.

• Employ current, in-depth knowledge and understanding of mission and project requirements, as well as a thorough understanding of the Director’s goals and intent, to orchestrate the critical, complex, and sensitive preparation and analysis of administrative documents and processes for the Suicide Prevention Program and the Veterans Crisis Line.
• Utilizes expert knowledge of the National Strategy for Preventing Veteran Suicide (NSPVS), and all lanes of effort, to support its implementation across the enterprise.
• Ensures all action suspense items are triaged appropriately to the required subject matter expert (SME) within the office for a prompt response.
• Provides consultation and advice to the Suicide Prevention leadership team and staff on a wide variety of technical and administrative issues.
• Tracking and monitoring of action items with regard to requests for data, case review analysis, solicitation review, congressional inquiries, stakeholder inquiries, and concurrences and correspondences to ensure they are completed in an accurate, timely, and appropriate fashion, ensuring all applicable procedures, policies, formats, and protocols are followed.
• Responsible for maintaining the administrative workflow for action/suspense item tracking in SPP and VCL, which includes complex items related to congressional responses, media inquiries, OIG/GAO responses, and the implementation of VA’s NSPVS.
• Design, improve, and manage tracking systems and procedures by analyzing the operating practices to evaluate workflow, workload, and available resources in order to improve the efficiency and effectiveness of SPP and VCL systems and procedures.
• Oversee the development and maintenance of databases, and suggest the need for modifications.
• Prepares a variety of official correspondence for the Director, including letters and memorandums.
• Acts as the focal point for all actions involving the Director, and handles a wide range of sensitive and confidential special assignments.
• Extensive knowledge of, and demonstrated ability in applying evaluative methods and techniques to issues concerning the efficiency and effectiveness of administrative operations, including high-level project management skills.
• Expertise in the development and interpretation of guidance on program planning and evaluation in their area of specialization.

Health Systems Specialist - Hines VA Hospital

Oct. 2019 - Aug. 2020

• Maintained administrative authority for various departments, including Patient Administrative Service and Environmental Management Service.
• Conducted complex analytical studies to evaluate healthcare delivery services, focusing on organizational effectiveness and resource management.
• Analyzed efficiency-improving techniques while advising management on operational trends.
• Coordinated completion of the Annual Strategic Plan and Budget Submission for Administrative Services.
• Served as lead liaison among service lines, Fiscal service, and executive leadership.
• Developed plans and policies addressing administrative needs across related programs.
• Monitored payroll for all service lines under Assistant Director's oversight, ensuring compliance with policies.
• Oversaw creation and updates of Standard Operating Procedures, position descriptions, and job analyses.

• Oversaw performance of administrative functions and coordinated administrative activities with other organizational elements and staff sections as needed.
• Researched regulations, policies, and standard operating procedures and developed recommendations concerning the interpretation and application of new administrative directives and instructions which support the accomplishment of the mission.
• Applied a practical knowledge of administrative management/office support functions to identify and resolve routine problems arising from internal administrative management activities.
• Prepared a variety of routine and special reports.
• Established and managed official files and maintained central filing system, as well as publications and forms administration.
• Received and screened calls and visitors to the office, personally answering administrative inquiries and directing others to appropriate action officer.
• Performed analytical work and complaint intake associated with patient billing accounts, analyzed complaints, developed plan for handling the Veteran complaints.
• Coordinated with various departments to resolve Veteran complaints, research as needed, and maintained a tactful and professional relationship with angry customers in pursuit of a resolution.
• Received, reviewed, and tracked all incoming correspondence and tasks received for action, review, and/or response.
• Problem-solved and provided consistent information as issues that arose concerning customers, veterans, visitors, staff, Veterans Groups, Congressional Offices, and other key stakeholders in a courteous, tactful, and respectful manner.
• Ensured Director and action officers are apprised of controversial and time sensitive issues.
• Maintained the Director's calendar; schedules appointments, handled all travel arrangements and engagements.
• Transcribed clinical and administrative material/minutes. Recorded notes and compiled summaries of minutes and meetings.
• Tasked complaints to appropriate Section / Staff.
• Placed in charge of the All- Employee Service Pin/Award ceremony which was very well received by staff and Leadership.
• Chair of the Organizational Health Council, increased AES score to highest it had been at 66%.
• Responsible for Customer Service initiative with regards to the Facility Balanced Scorecard.
• Handled private and/or secure matters with the utmost discretion.
• Office Manager for the Facility Director’s Office.
• Supervised, planned, organized and assigned work necessary to accomplish the mission; assigned schedules and directed work assignment.
• Primary purchase card holder and responsible for office supplies and Ricoh printers.
• Primary Subject Matter Expert for travel.
• Primary timekeeper and approver.
• Logistics: Served as Directors Office custodial official. Scanned Equipment, processed exception equipment, completed report of surveys when required for lost items.
• Trained incoming staff on timekeeping, travel, WebHr, scheduling, and any other pertinent office functions.
• Managed the schedules of all administrative secretaries to ensure adequate coverage for the office.
• Received outstanding performance appraisals.
• Managed the action log.
• Utilized web-based programs such as SharePoint for tracking and maintaining Committee minutes.