Summary
Overview
Work History
Education
Skills
References
Awards
Affiliations
AVAILABILITY
Timeline
Generic

Sunny Ithivongkham

St. Cloud,United States of America

Summary

Dynamic Program Specialist with proven expertise in community outreach and data analysis at St. Cloud VA Health Care System. Skilled in developing marketing strategies and fostering relationships, I successfully increased Veteran enrollment by implementing innovative outreach initiatives. Adept at cross-functional collaboration and maintaining confidentiality, I excel in enhancing program visibility and operational efficiency.

Overview

25
25
years of professional experience

Work History

Program Specialist, Outreach Coordinator

St. Cloud VA Health Care System
St. Cloud, MN
06.2023 - Current
  • The Outreach Coordinator for the St. Cloud VA Health Care System (SCVAHCS), responsible for the development, management, and direction of the SCVAHCS outreach program. The primary focus is to increase Veteran awareness and patient enrollment for SCVAHCS and its Community Based Outpatient Clinics (CBOCs).
  • Plan the development and implementation of outreach programs and activities to expand the patient base of the SCVAHCS.
  • Identify outreach opportunities and work independently to coordinate staff, communication materials, and logistics for community outreach events.
  • Develop and employ marketing strategies that target specific Veteran populations based on facility director's goals.
  • Conduct data analysis of Veteran demographics, market saturation, public sentiment, and other factors that contribute to health care enrollment and eligibility.
  • Produce professional written and oral presentations.
  • Develop, coordinate, and oversee a case management approach to new patient recruitment and enrollment.
  • Prepare monthly reports regarding new enrollees and eligibility categories, among others.
  • Determine outreach budgetary needs by reviewing historical data and trends.
  • Design innovative means to promote and market SCVAHCS services to outreach program audiences.
  • Develop relationships with business and community leaders to foster communication and a favorable reputation in the community.
  • Grade Level: GS-09-03
  • Salary: $71,065.00
  • Hours Per Week: 40
  • Developed program guidelines to enhance operational efficiency and service delivery.
  • Collaborated with cross-functional teams to implement strategic program initiatives.
  • Coordinated outreach efforts to engage community stakeholders effectively.
  • Prepared comprehensive reports for senior management on program status and progress.
  • Collaborated with other departments within organization on cross-functional projects.
  • Identified opportunities to improve or enhance program initiatives and operations.
  • Participated in team-building exercises that fostered collaboration among staff members working on the project.
  • Identified opportunities for improvements in existing processes or policies related to program operations.
  • Developed and delivered educational and informational presentations on program initiatives.
  • Monitored budget allocations for various aspects of the project, ensuring compliance with fiscal requirements.
  • Compiled reports summarizing progress towards goals and objectives of the initiative.
  • Organized workshops, seminars, conferences and other special events as part of programming efforts.
  • Gathered statistical data and wrote reports on program outcomes.
  • Established and maintained partnerships with community organizations to expand program reach.
  • Assisted in the creation and revision of program policies and procedures to ensure compliance.
  • Analyzed data to assess program impact and to guide strategic planning.
  • Developed and executed marketing strategies to increase program visibility and participation.
  • Led team meetings to communicate updates, gather feedback, and align on goals.
  • Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
  • Maintained accurate records and documented client data in company databases.
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
  • Coordinated outreach programs to engage community members and stakeholders.
  • Developed promotional materials for events and initiatives to increase awareness.
  • Assisted in preparing reports on outreach activities for internal review and improvement.
  • Fostered community outreach by coordinating rapport-building events to liaise with community members.
  • Participated in planning meetings with internal teams regarding upcoming outreach initiatives.

Medical Administrative Assistant

St. Cloud VA Health Care System
St. Cloud, MN
02.2021 - 06.2023
  • The Medical Administrative Assistant (MAA) is a management position, located in Intake and Claims Processing of the Business Office Service Line, whose responsibility is to represent both the Medical Center Director and the Business Office Director on all administrative matters occurring when assigned to other than a normal tour of duty.
  • Delegated full authority of the HAS Director for administrative activities occurring off tour. Assists medical center staff with medically related legal problems, including involuntary commitments, orders of protective custody, and management of unruly or severely disturbed patients - must tactfully deal with these veterans throughout the admission process and summon VA police if situation becomes volatile. Performs for administrative matters as the MOD does for clinical matters, working as a team to carry out top management responsibilities during other than regular working hours. Promotes harmonious working relationship among patients, public and staff. Directly intervenes when a problem with patient activity occurs, advising clinical staff of appropriate administrative actions. Observes and coordinates administrative activities with all service lines.
  • Developing/implementing outreach programs and activities, such as helping with Flu Vaccine/Covid to target specific populations for program at the VA.
  • Prepare letter and packet for new enrollee
  • Explained eligibility categories to Veteran Service Offices
  • Develop relationships with Veteran and community
  • Interprets VA Directives and regulations to determine legal entitlement to benefits relating to hospital admissions, community living centers, dental, outpatient care, prosthetic devices, patient transfers, and beneficiary travel.
  • Ensures that appropriate legal, regulatory and policy requirements are met.
  • Processes administrative issues surrounding beneficiary death, seriously ill cases, elopements, suicides, assaults, deaths on arrival (DOA's), homicides, cost recovery matters, and facility or community disasters, etc.
  • Provides administrative authority, guidance and advice to the Medical Officer of the Day (MOD) and other clinical staff concerning administrative matters necessary for the operation of the medical center during other than normal tours.
  • Provides orientation and situational technical advice to clinical and administrative staff regarding VA policies and procedures. Assists medical center staff with medically related legal problems and management of unruly or severely disturbed patients.
  • Performs for administrative matters as the MOD does for clinical matters, working as a team to carry out top management responsibilities during other than normal hours.
  • Coordinates contacts received at the medical center after regular operating hours. Receives and responds to patient condition inquiries and other administrative inquiries from concerned veterans, families, visitors, law enforcement officials, representatives from private hospitals, veterans service organization representatives, Congressional offices, military personnel, private physicians, media and the general public. Oversees determination of applicants' eligibility; obtaining income and insurance information for appropriate non-service connected applicants; counseling non-service connected veterans to determine ability to defray costs of medical care elsewhere.
  • Provides administrative authority, guidance and advice to Medical Officer of the Day (MOD) and all other clinical staff concerning administrative matters necessary for operation of the medical center during other than normal tours. Provides orientation and situational technical advice to care providers regarding VA policies and procedures, i.e., informing of alternative options available - community detox for intoxicated veterans, housing available in community for veterans not requiring hospitalization but have no place to stay.
  • Prepares daily Gains and Losses sheet and other related statistical reports. Incumbent has access to DHCP/VistA and is aware of the responsibility to maintain and safeguard against the unauthorized release of this confidential information. Maintains current bed inventory; obtains bed availability for treatment needs. Provides daily log of all activities occurring during tour of duty. Briefs oncoming shift of pending events.
  • Knowledge of management's objectives, goals, decision and policies. Knowledge of general principles of management and of the practices, techniques and objectives of supervision. Some supervisory skills are needed because it is the MAA's responsibility to assure the admission area runs smoothly, monitoring the disposition time, designating priorities with regard to seeing veterans, keeping Nursing informed of priorities, and assessing walk-in needs versus scheduled appointments. General knowledge of federal and department policies and practices.
  • Knowledge of medical center organization, functions, specialties and programs, i.e., Primary Care, Mental Health, etc. Knowledge of medical resources in surrounding community. Knowledge of medical and technical terminology and abbreviations.
  • Comprehensive working knowledge of applicable public laws, VA policy and regulations, station directives, legal decisions and state laws dealing with care and treatment of veterans and beneficiaries admissions, discharges, scheduling, inpatient and outpatient policy, fee services, domiciliary care, sharing agreements, legal detention, beneficiary travel, patient funds and valuables, death detail procedures and burial benefits, compensation and pension procedures, medical and dental benefits, procedures, eligibility, and related matters. Ability to locate and interpret all applicable regulations. Thorough knowledge of all aspects of Intake and Claims Processing programs and knowledge of how they interrelate to all other medical center services and programs.
  • Knowledge of medical and administrative records systems; of Privacy Act and Freedom of Information Act (FOIA), as they relate to release of information on patients.
  • Knowledge of DHCP/VistA. Knowledge of all computer menus relating to processing data for admission and determining legal entitlement of veterans and of the scheduling of appointments. Must have ability to utilize Word and Excel.
  • Knowledge of safety and fire prevention rules and regulations; of facility and community disaster plans and procedures.
  • MAA assignments cover a broad range of patient resource activities, of guidance to other on-duty personnel, and of patient and community relations which require the MAA to utilize a variety of different and unrelated procedures, using a multitude of knowledge and skills. In many instances, there may be many alternatives from which to select a course of action or to decide upon an issue. The MAA must analyze the issues involved in the tasks for problems brought forth, must select and apply the appropriate policy or procedure to resolve the issue, and must accept responsibility for the outcome, always considering both the medico logical aspects of a problem as well as the potential social-political point of view.
  • MAA involves the treatment of a wide variety of situations, problems and questions in accordance with Department, VHA and medical center policies and procedures.
  • The work has a direct impact upon the care of patients during other than regular tours of duty.
  • Within the medical center, contacts are with veterans, their families and visitors, the clinical staff, administrative and management staff of the Business Office and other services, and with top management; as appropriate. Contacts outside the facility include federal, state and local law enforcement officials, military administrative staff; media representatives, staff of Congressional offices; private physicians, and the general public.
  • In the performance of official duties, the employee has regular access to printed and electronic files containing sensitive information which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws and regulations. The employee is responsible for 1) protecting that information from unauthorized release or from
  • Loss, alteration, or unauthorized deletion; and 2) following applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in a computer access agreement which the employee signs.
  • Assisting with complex projects with multiple technologies and/or multiple stakeholders, monitoring project milestones and deliverables and ensuring that assigned tasks are timely and correct.
  • Train new employees.
  • Communicating and collaborating with Office of Information and Technology (OIT), Biomedical Engineering, Unified Communications Infrastructure Support (UCIS) team and other technical staff in the development, implementation and ongoing operations and maintenance of Telehealth and Connected Care technologies with regards to technology and goals.
  • Grade Level: GS-07-04
  • Salary: $55,725.00
  • Hours Per Week: 40

Program Support Assistant

St. Cloud VA Health Care System
St. Cloud, MN
09.2020 - 02.2021
  • Performs duties relative to beneficiary travel such as, but not limited to, in-person payment of travel claims; arrange special mode (ambulance/taxi) transportation for outpatients; arrange special mode transportation for inpatient discharge; authorize special mode claims for veterans; consult and/or work with Non-VA Care regarding authorized/unauthorized travel issues.
  • Prepare vouchers and/or analyze prepared vouchers for accuracy and recommend approval, disapproval, or modification of the voucher to the Director, Health Administration Service or designee.
  • Determine and establish maximum and minimum balances in accordance with the particular needs of the individual patient, and type of income or obligations to dependents. Regular examination of all accounts must be made to determine if accounts are within these balances, and necessary action taken as needed.
  • Prepare vouchers for Choice beneficiary travel reimbursement requirements.
  • Utilize multiple programs to very authorizations to manage Veteran's beneficiary travel requests.
  • Sign travel vouchers, which act as a certification to Fiscal Service, that funds may be released. Over-payment or miss-payments made are the clerk's responsibility.
  • Submit reports to the Fiscal Officer monthly on activities and reconciliation with the General Ledger of all patient's accounts.
  • Grade Level: GS-05
  • Salary: $40,442.00
  • Hours Per Week: 40

Medical Support Assistant

St. Cloud VA Health Care System
St. Cloud, MN
01.2018 - 09.2020
  • My duties as a MSA include:
  • Check in patients in an accurate and professional manner
  • Use computer-based system to verify patient information in CPRS-Vista-VSE
  • Direct patients to the appropriate waiting area
  • Verifying and updating demographics and insurances
  • Scheduling, canceling, re-scheduling patient's appointments and/or consults
  • Interpreting and verifying provider orders/consults in accordance with HIPPA and VHA national scheduling guidelines
  • Coordination of services between departments
  • Performing pre-registration
  • Processing correspondence using Microsoft Word/Outlooks
  • Monitoring and managing consult and wait list status databases by sending out 14 days reminder letter and calling veterans
  • Entering no-show information
  • Monitoring the Electronic wait list
  • Preparing for clinical visits
  • Monitoring outpatient appointments for areas of responsibility
  • Ensuring encounter forms are completed
  • Verifying and updating demographics and insurance information
  • Processing all emergency and non-emergency transfers to other VA facilities or private hospitals
  • Provides administrative support to clinical staff members and patients
  • Enjoy working in a fast-paced clinical setting providing excellent customer service in person and as well as on phone. My expertise as a MSA and my effective computer skills help keep the clinics running smoothly and operating at capacity. Our service line feels the best ideas come from the front lines, so I am willing to offer performance improvement ideas as well as guidance and mentorship for new MSAs. Always happy to do it with a smile.
  • Grade Level: GS-05
  • Salary: $40,442.00
  • Hours Per Week: 40

Business Office Financial Assistant

HealthPartners Central MN Clinic
Sartell, MN
01.2008 - 01.2018
  • My duties as a Financial Assistant:
  • Register new and existing patients in an accurate, efficient, and timely manner
  • Receives all collections in the form of checks, and credit card payment
  • Determines the appropriate fund each collection will be applied
  • Set up payment plans
  • Count all payments and record/report at the end of business day
  • Complete the registration process, including reviewing the registration information for completeness and accuracy, and obtain further information as needed
  • Verify insurance coverage and eligibility via computer and/or telephone as needed
  • Identify and correct insurance/registration errors
  • Notify appropriate staff via online messaging system of potential insurance issues and self-pay patients
  • Serves as resource for patients, and clinic staff regarding insurance coverage, and coordination of benefits
  • Perform patient/account/coverage clean-up as needed on the patient's insurance record to ensure accurate billing, including demographics
  • Initiate financial discussions with patients, based on insurance review and using established policies and procedure
  • Investigate, document, and communicate the status of form
  • Provides a high level of customer service and timely account recovery as needed
  • Identify and propose solutions to problems
  • Participates in cross training and provides inter-departmental coverage as required
  • Abides by the Code of Conduct and Corporate Integrity Program
  • Performs other duties and responsibilities as assigned
  • Salary: $45,000.00
  • Hours Per Week: 40

Administrative Assistant

Rasmussen College
St. Cloud, MN
01.2001 - 01.2008
  • Excellent Customer Service with a big smile everyday
  • Putting the student/customer first at every opportunity
  • Maintain schedules using Excel
  • Create file and filed student records
  • Listening to understand each customer
  • Showing concern for each student/customer
  • Acting individually and with others to meet student's needs
  • Distribute schedules electronically and in-person following appropriate compliance policies
  • Open and unlock building in morning following appropriate security procedure
  • Provide clerical support as needed for multiple department
  • Maintain file for new employees/updating recent position
  • Mangers and Organized Information for new employees/managements
  • Present new employee orientation
  • Answer multiple lines of the telephone
  • Take an accurate message and warm transfer to the staff member
  • Perform Human Resource duties as assigned.
  • Reviewing applications and resumes, forwarding to the hiring manager.
  • Troubleshooting and resolving complex and controversial internal and external staffing and placement problems.
  • Preparing correspondence documents as needed.
  • Salary: $30,000.00
  • Hours Per Week: 40

Education

AAS Degree - Business Office System Specialist with Management Emphasis

Rasmussen College
Saint Cloud, MN
06.2006

Diploma - Administrative Support Office Technology

St. Cloud Technical College
Saint Cloud, MN
06.2003

Diploma -

St. Cloud Tech High School
St. Cloud, MN
06.1998

Skills

  • Demonstrated problem solving skills
  • Accuracy and attention to detail
  • Demonstrated skills in organizing and prioritizing work with multiple interruptions
  • Effective oral communication skills, including excellent telephone skills
  • Computer/PC skills proficiency
  • Works productively as a team player
  • Adapts positively to changes in the work environment
  • Ability to handle confidential information with discretion
  • Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for all patients
  • Ability to use, and navigate between, various types of office automation equipment and software (ie computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care
  • Knowledge of basic medical terminology to assist in the provision of care to patients
  • Data analysis
  • Community outreach
  • Program management
  • Marketing strategy
  • Veteran services knowledge
  • Event coordination
  • Process improvement
  • Budget monitoring
  • Cross-functional collaboration
  • Effective communication
  • Problem solving
  • Report preparation
  • Relationship building
  • Regulatory compliance
  • Performance assessments
  • Group and individual instruction
  • Skill development
  • Skill building
  • Persuasive communication style
  • Asset creation
  • Report generation
  • Project coordination
  • Program optimization
  • Scheduling proficiency
  • Expense tracking
  • Staff development
  • Needs analysis
  • Data management
  • Resource management
  • Marketing materials
  • Training coordination
  • Team oversight
  • Generating schedules
  • Eligibility determination
  • Program branding
  • Strategic planning
  • Market research proficiency
  • Process improvements
  • Promotional planning
  • Problem-solving aptitude
  • Data confidentiality
  • Decision-making

References

  • Erica, Kotsmith, Human Resources Assistant, Erica.kotsmith@va.gov, (320) 291-6617, VA VISN 21
  • Katie, Rewerts, Program Analyst, Katie.rewerts@va.gov, (320) 251-1670 Ext. 5633, VA VISN 23
  • Christine, Dawson, Management and Program Analyst, Christine.dawson@va.gov, (320) 251-1670 Ext. 5720, VA VISN 23

Awards

02/22 Administrative Employee of the Month for St. Cloud VA, 05/22 Administrative Employee of the Year for St. Cloud VA

Affiliations

  • IAAP – International Association of Administrative Professionals 01/05-01/08
  • MSA Advisory Council 10/19 to 01/20
  • SEPM of the Asian American/Native Hawaiian/Pacific Islander Program. EEO Member 05/11/2023 to 01/01/2025

AVAILABILITY

  • Job Type: Permanent
  • Work Schedule: Full Time

Timeline

Program Specialist, Outreach Coordinator

St. Cloud VA Health Care System
06.2023 - Current

Medical Administrative Assistant

St. Cloud VA Health Care System
02.2021 - 06.2023

Program Support Assistant

St. Cloud VA Health Care System
09.2020 - 02.2021

Medical Support Assistant

St. Cloud VA Health Care System
01.2018 - 09.2020

Business Office Financial Assistant

HealthPartners Central MN Clinic
01.2008 - 01.2018

Administrative Assistant

Rasmussen College
01.2001 - 01.2008

AAS Degree - Business Office System Specialist with Management Emphasis

Rasmussen College

Diploma - Administrative Support Office Technology

St. Cloud Technical College

Diploma -

St. Cloud Tech High School

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Sunny Ithivongkham