STEPHEN T. IRBY
Philadelphia,PA
Summary
Skilled administrative professional with 25+ years of experience in supervising and training staff, managing workflows, and solving complex challenges in dynamic environments. Proven expertise in team leadership, process optimization, compliance with evolving policies, and fostering collaboration across departments. Known for excellent communication, critical thinking, and time management skills. Seeking to leverage extensive administrative and supervisory experience to take on new responsibilities and drive organizational success.
Overview
29
29
years of professional experience
Work History
Supervisory Contact Center Representative
Veterans Experience Office
01.2024 - Current
- Supervise 30 contact center representatives, providing administrative and technical expertise to ensure team success
- Oversee staffing, payroll, and benefits administration to maintain compliance with HR policies and procedures
- Monitor staff performance and deliver coaching to improve productivity and meet organizational goals
- Develop and implement processes to align with evolving government mandates and regulations
- Conduct performance reviews and communicate expectations to employees throughout rating periods
- Worked closely with medical staff to streamline admissions and triage process.
Operations Manager Emergency Department/Admissions
VA Medical Center
01.2022 - 01.2024
- Directed daily administrative operations for emergency room staff consisting of 45 employees ensuring accurate patient admissions and record-keeping
- Collaborated with clinical staff to ensure proper medical coding and compliance with VA guidelines
- Created and managed staff schedules to ensure adequate coverage for all ER departments
- Maintained monthly reporting metrics for hospital management, including medical insurance capture and performance analysis
- Supported grieving families by coordinating decedent affairs services and assisting with funeral arrangements and entitlements
- Partnered with colleagues to ensure compliance with patient safety requirements and VA policies
- Managed administrative operations for emergency room staff, overseeing patient admissions and movement processes
- Developed and maintained weekly schedules to ensure adequate staffing levels
- Monitored patient triage and intake to ensure adherence to VA protocols and guidelines
- Partnered with hospital colleagues to implement policies that improved patient safety and operational efficiency
- Created detailed documents and procedures to assist with the handling of families during tragic events involving loved ones.
- Provided compassionate support to families during end-of-life care and coordinated decedent affairs services
Advanced Medical Support Supervisor
VA Medical Center
10.2018 - 01.2022
- Supervised daily administrative operations fob ten clinics consisting of 37 employees
- Managed administrative operations for Dental, Dermatology, Hematology, Radiology, G.I., Neurology, Primary Care, Urology, Renal and Pain clinics
- Partnered with healthcare staff to create patient centered care and in inviting and supportive environment
- Maintained training files for all employees in my department
- Developed and maintained weekly schedules to ensure adequate staffing levels
- Collaborated with local pharmacies to resolve issues with patient medications
- Provided detailed weekly reports to leadership regarding employee performance
Medical Education Coordinator
Penn Medicine
06.2016 - 10.2018
- Assisted with the design and implemented training tools and resources for more than 1,000 physicians, nurses, and ancillary medical staff
- Partnered with school administrators to assess course needs and establish tailored training frameworks
- Provided subject matter expertise on curriculum design and resource selection
- Assisted in the recruitment and onboarding of new employees, ensuring smooth transitions
- Conducted daily audits on classroom attendance to ensure compliance with training requirements
Employee Benefits Specialist
Towers Perrin
08.1996 - 12.2015
- Company Overview: Towers Perrin-Philadelphia, PA
- Supervised a team of 50 call-center representatives, ensuring productivity and adherence to company policies
- Educated employees on benefits options, empowering informed decision-making during enrollment periods
- Verified employee enrollments for accuracy and entered
- Mentored newly hired employees and provided information regarding company policies and procedures
- Communicated effectively with plan participants via email, phone and in person to address and resolve issues related to health and welfare benefits
- Conducted observations and employee surveys to gather accurate job and occupational information
- Provided subject matter expertise on employment regulations, compensation policies and personnel management practices to streamline internal processes and optimize organizational structures
- Evaluated occupational data on alien employment certification applications to assign appropriate occupational titles and codes
Education
Bachelor of Science - Business Administration
University of Pittsburgh
Pittsburgh, PA05.1990
Skills
- Staff Supervision & Training
- Administrative Operations Management
- Workflow Optimization
- Compliance & Policy Implementation
- Time Management & Prioritization
- Team Communication & Collaboration
- Human Resources & Employee Development
- Problem Solving & Decision Making
- Workload management
- CRM software
Timeline
Supervisory Contact Center Representative
Veterans Experience Office
01.2024 - Current
Operations Manager Emergency Department/Admissions
VA Medical Center
01.2022 - 01.2024
Advanced Medical Support Supervisor
VA Medical Center
10.2018 - 01.2022
Medical Education Coordinator
Penn Medicine
06.2016 - 10.2018
Employee Benefits Specialist
Towers Perrin
08.1996 - 12.2015
Bachelor of Science - Business Administration
University of Pittsburgh
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