Terry D. Pross
Washington,DC
Summary
Healthcare Administration Leader directly impacting the Mission, Vision, and Goals. Subject Matter Expert in Program/Project Management, Customer Experience, Human Centered Design, Contract Management, Lean Six Sigma, Transformational Coaching, Change Management, and Agile Leadership.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Management and Program Analyst
U.S. Dept of Veterans Affairs –Veteran Benefits Administration- Education Services- Agreements Team
Washington, DC
10.2021 - Current
- Manages 38 contractors accounts in TMS system; Communicates organizational technological changes to key stakeholders.
- Makes astute observations about contractor performance and maintain good file documentation.
- In FY22, 100% of contractors complied to completing the required TMS courses.
- Analyzes and synthesizes quantitative and qualitative data and evaluates performance and progress of assigned programs.
- Develops reliable, time sensitive and resource- effective recommendations for accomplishing team and individual projects and special tasks.
- Provides support and responses on behalf of VA to questions and concerns posed by the State Approving Authorities (SAAs).
- Applies established standard operating procedures when performing tasks and communicates effectively in both written and oral formats.
- In FY22, responsible for the execution of 2.2 million dollars of funding to nine different SAAs.
- Ensures that the SAAs contractors meet the commitment of their contracts.
- Responsible for facilitating the onboarding of contractual employees.
- Evaluates inquiries and feedback provided by stakeholders (e.g., GI Bill beneficiaries, elected officials, State and Federal Agencies, Veteran Service Organizations, etc.).
- Responsible for sponsoring contractual employees into the USAccess System.
- In FY 22, sponsored 7 new contract employees into the system. In FY22, performed reinsurance of 8 contractual employees.
- In FY22, added 4 recommendations for new or amended policies and/or procedures to improve program outcomes.
- In FY22, presented change management process to a National Conference of over 250 participants.
- Visits State Approving Authorities (SAAs) and Federal educational and training providers (e.g., VA offices, Department of Defense installations, etc.) to assess compliance with VA educational assistance program requirements, and to evaluate the effectiveness of processes, policies, and procedures.
- In FY 22, responsible for processing over 30 Yellow Ribbon requests.
- GS13, 40HRPW
Project Manager
U.S. Dept of Veterans Affairs –Veteran Benefits Administration
Washington, DC
03.2021 - 09.2022
- Drafted a national survey the highlighted understaffed and paygrades are misaligned with responsibilities within VBA.
- Drafted a 33-page SSD realignment Project for the purposes of a Capstone.
- Conducted impact analyses on Support Services Division (SSD) using Resource Allocation Model (RAM).
- Proposed three organization realignments to advance agency.
- Responsible keeping Supervisor and Senior Leadership informed at all times of progress on assigned special projects and potential problems; Responsible for informing leadership via formal presentations, written documents, meetings, and teleconferences.
- Provided procedural background to other VBA business-lines and state and federal agencies regarding VBA work processes and how to integrate VBA and the other agencies' information systems to provide a seamless transition for Service members from active duty to potential entitlement to VA benefits.
- Prepared white papers, background briefings and in-depth presentations to assist Veteran Benefits Administration Leadership in the formulation of procedure and policy decisions related to Support Services Division.
- Used Human-Centered Design to understand the target market making sure the potential changes would meet their needs.
- Used Survey Monkey to create national survey to be distributed to high level Senior Management and Senior Executive Service (SES) for completion of Special Project.
- Used a multitude of operational problem-solving techniques such as performing analytical studies both quantitative and qualitative to diagnose problems within Veteran Affairs, Veteran Benefits Administration Fiduciary Hub.
- Used political savvy to seek key influencers and build political alliances within VBA business- lines.
- Worked with stakeholders across organizations, functions, and levels to build customer understanding and solve challenging problems.
- Developed Customer journey maps that provided a deep insight into agency problem areas.
- Empowered teams to move forward by developing metrics, measuring results, and integrating new methodologies into existing systems.
- GS13, 40HRPW
- 2021 Leadership Enhancement and Development Program
Field Examiner
U.S. Dept of Veterans Affairs –Veteran Benefits Administration- Fiduciary Hub
Lincoln, Nebraska
02.2019 - 10.2021
- Used electronic systems Veteran Benefits Management System (VBMS), Veterans Appeals Control and Locator System (VACOLS), CAPRI and SHARE to provide verification of any number of established data points to make adjudicative decisions, determine appropriate level of adjudicative review, and update databases with appropriate information and decisions.
- Prepared clear and concise documents. Assists in developing and updating Fiduciary Program procedural guidance for distribution to VA beneficiaries.
- In May of 2021, worked on a Special Project within the VBMS System to create EPs for other Field Examiners in the Lincoln Fiduciary Hub. This resulted in 95 new claims being opened.
- Performed two Outreaches via Microsoft Teams with multiple business- lines to assist the Veterans understand Fiduciary Program Systems.
- Monitored Veteran Benefits Management System (VBMS) activities supporting benefits and services provided to veterans, the dependents, or beneficiaries. Works in close cooperation with other business-lines VBA as it relates to Veterans' benefits and services.
- Served as a liaison with Field Operation and Regional Office on matters dealing with the interaction of other VA entities, federal and state agencies.
- Responsible for educating Fiduciaries on the how to access and operate the Fiduciary Accountings Submission Tool (FAST).
- Used CLEAR to review criminal background investigations potential fiduciaries.
- Works with Freedom of Information Act (FOIA)/Privacy Officers to ensure polices are followed regarding Fiduciary Program.
- Negotiated Fiduciary fees with prospective Fiduciaries using persuading techniques. Provided recommendations to training coordination teams for trainings needs within Fiduciary Program.
- Provided oversight and management methods to evaluate internal controls and assess risk of Veterans benefits and programs.
- Responsible for investigating allegations of misuse made against a fiduciary. Evaluates evidence and applies Laws and Regulations in making decisions.
- Assisted higher level staff members in researching legislative regulations and policies to help adjudicate claims.
- Responsible for investigating other matters arising under laws administered by or affecting VA and making a judgment as to the evidence needed by the requesting authority to make its decision and obtaining and providing that evidence.
- Interviewed applicants and petitioners to elicit statements, assess credibility, and analyze information to identify facts that form the basis for a decision concerning eligibility for the fiduciary program.
- Developed tactics to mitigate risks and improve the administration of the Fiduciary Program.
- Researched, interpreted, and applied appropriate statutes, regulations, and precedent decisions to make adjudicative decisions; Assists in appointing or securing the appointment of a fiduciary, which may include recognizing an existing fiduciary, instructing the fiduciary in his/her duties.
- Gathered relevant information for the development of accurate responses and coordinates the resolution of appeals cases and VBA benefits with congressional caseworkers.
- Reported and briefs objectives to senior leadership and stakeholders related to L.E.A.D Program special missions.
- GS11, 40HRPW
Veteran Service Representative
U.S. Dept of Veterans Affairs – Veteran Benefits Administration – Detroit Regional Office
Detroit
04.2018 - 02.2019
- Conducted interviews with veterans and dependents to obtain information needed to determine eligibility for federal government and state benefits.
- Provided explanation and interpretation of laws and regulations for services available to veterans and their dependents.
- Assisted veterans and their dependents in preparing forms and documents necessary for presenting claims for benefits.
- Researched Veteran- specific issues and prepares all necessary administrative materials, correspondence, and justifications detailing reasons for decisions.
- Assisted veterans with applications for discharge review and for correction of military records; assists and gives information regarding military benefits and retirement.
- Reviewed claim folders to ensure completeness and conformity to guidelines pertaining to needed evidence, progress of the claim, reasons for decisions and desirability of appealing. Reviewed federal government rating board decisions in pending claims.
- Used enhanced organizational skills to make day-to-day adjustments in accordance with established priorities.
- Presented arguments before a hearing officer and federal government boards for veterans.
- Provided information and assistance to veterans on the appeal process of the US courts.
- Assisted claimants in obtaining admission and securing outpatient treatments at medical centers for veterans; assists in securing needed pharmacy items and prosthetic equipment.
- Serves as a Technical Advisor providing detailed reports to Executive Leadership on the schedule, measures, and key change management components.
- GS 07, 40HRPW
Patient Safety Fellow
U.S. Department of Veterans Affairs-National Center for Patient Safety
Ann Arbor, MI
07.2017 - 04.2018
- Participated in 7 Root Cause Analysis at multiple VHA locations which has led to recommendations to Senior VA Leadership that consists with congressional objectives.
- Served as the primary point of contact for providing up-to-date status of assigned project in progress.
- Assisted management officials in defining project scope, priority, and project staffing.
- Keeps abreast of problems, controversies, and other issues confronting the Patient Safety Program.
- Researched problematic issues and developed solutions implementation programs.
- Conducted a research project that yielded over 90% participation from the stakeholders. This research was used to assess the staffing needs of the Patient Safety Program.
- Used customer journey maps to illustrate Veteran’s journey through the Health Care network.
- Worked with Patients Safety Managers and Senior Leadership craft new programs related to Patient Safety directive from congressional offices.
- Spoke to groups of congressional constituents about Patient Safety Program objectives.
- Maintained a clear communication between the Patient Safety Managers, Veteran population, staff, facility leadership, and congressional offices.
- Supported the proactive training initiatives including Patient Centered Care, Clinical Team Training and Culture of Safety.
- Analyzed national training needs for Patient Safety Managers (program participants and stakeholders) using quantitative and qualitative methods.
- Participated in making close connections with the associated health professionals (such as nurses, psychologists, pharmacists, social workers, and health care administrators) in-depth education in patient safety practice and leadership.
- Worked with health care providers and administrative support staff throughout the medical center in preventing and resolving patient complaints.
- Gathered and analyzed data to establish proper scope, cost and schedules for customer service agreements, as well as sub-contractor agreements.
- Manages, maintains, and coordinates the review of various databases, modern correspondence systems and individual claims folders.
- Designed a National Questionnaire and survey to gain insight on problematic areas of Patient Safety Program that focus on the experience of the Veteran.
- Worked with health care providers and administrative support staff throughout the medical center in preventing and resolving patient safety complaints.
- Worked independently and within a team setting to take appropriate actions necessary to implement programs or activities and correct problems.
- Presented cutting edge patient safety project results to congressional staff; Delivered a variety of PowerPoint presentations to multiple external and internal employees.
- Participated in the development and implementation of comprehensive plans and strategies for the internal and external integration of day to day and long-range projects, actions, and activities for the assigned organization.
- GS Level Post Graduate Fellow, 40HRPW
Performance Improvement & Regulatory Compliance Analyst
Michigan State Government, 40HRPW (Center for Forensic Psychiatry-Hospital)
Saline, Michigan
02.2017 - 07.2017
- Conducted research and analyzed, prepared reports, and conducted correspondence related to the work activities of the departmental program area.
- Compiled and analyzes accidents and injury data, studies data to discover trends and mishap causes, and develops recommendations for eliminating or controlling the hazards detected.
- Analyzed on-going program operations and recommends modifications of policies and procedures to achieve greater efficiency and effectiveness.
- Applied working knowledge and a general understanding of safety and occupational health principles, regulation, and requirements to support safety program planning and implementation activities.
- Advised management officials in the decision-making process with the goal of optimizing scarce resources given the demands of meeting customer requirements, reducing rework, determining operational capacity, and increasing
- Presented health communication briefings or presentations to various groups; Developed and recommended alternative state and departmental strategies to address and resolve variety of issues and problems.
- Interpreted existing and proposed laws, policies, and procedures as they relate to a program or service area.
- Monitored and reported the status of all assigned projects through interaction with, staff, Supervisors and Directors.
Disability Examiner
Michigan State Government, 40HRPW
Detroit, Michigan
07.2016 - 02.2017
- Evaluated credibility and evidence statements made and provided written summary of the evaluation to senior leadership.
- Worked with claimant’s representative or attorney to assist with disability determinations.
- Prepared a disability determination under the Social Security Insurance Act; Summarized the findings of fact and the rationale supporting the conclusions reached.
- Communicated effectively and efficiently with both medical sources and clamant to adjudicate claim.
- Contacted the claimant, doctors, hospitals, and other agencies for evidence using appropriate methods under the Privacy Act.
- Reviewed claims to determine nature of impairments; Addressed all medical source opinions on medical and social security issues; Determined need for purchase of medical or psychological consultative examinations.
- Determined eligibility based on medical severity and duration requirements of the law.
- Assessed applicant’s rehabilitation potential and makes appropriate referrals to Rehabilitation Services or other human service agencies.
- Analyzed large volumes of complex vocational and medical information received electronically in the context of Social Security Administration program.
Employment Specialist
Volunteers of America, 40HRPW
Detroit, Michigan
02.2016 - 07.2016
- Developed and reports on relevant and significant economic and program statistics affecting transitioning Service-members, Veterans, and their families to assist with housing.
- Negotiated and problem-solve potential barriers with a customer regarding project agreement terms and conditions, scope, schedule, cost and quality as well as roles and responsibilities of each party.
- Created, explained, and promoted adult education and leadership development programs to internal and external organizations.
- Conducted periodic evaluations and periodic regular feedback regarding the consumer’s employment search and employment performance with services coordination teams and supervisor.
- Executed routine project plans including milestones, estimates of funding and time phasing requirements
- Responsible for placing the first participant in Michigan’s HPOG Program; Developed new job occupational codes for program enhancement.
- Assisted with developing program mission objectives and strategies surrounding higher education, technical training, skills-based training, and vocational certification training leading to meaningful economic well-being
Team Supervisor
American Red Cross, 60HRPW
Detroit, Michigan
09.2012 - 09.2014
- Responsible for efficient and effective supervision of blood collections at fixed and mobile sites.
- Supervised a team of fifteen interdisciplinary staff members: Prepared work performance evaluations for staff in conjunction with Managers, Collections and Operational Compliance.
- Provided technical direction in areas of project management, team building, facilitation, process improvement analysis, and the methodology required to develop and substantiate a business case for a selected project.
- Drafted letters, memos, media relations materials and other documents addressing health communication issues; Scheduled deliveries for vendors for various blood supplies; Assisted in the development and implementation of project plans.
- Developed, test, and disseminate science-and audience-based products, tools, and messages to different audiences in a variety of formats.
- Assisted in the resolution of complex program or administrative issues or problems independently resolves well-precedented issues; Evaluated, assessed volunteers, coached, and counseled assigned staff.
- Provides technical advice and assistance to national, state and local health agencies and to various other organizations.
- Created, explained, and/or promoted adult education and leadership development programs to internal and external organizations. Provides technical advice and assistance to national, state, and local health agencies and to various other organizations.
- Launched new training products and services designed to fit customer needs as well as larger market segments
- Responsible for procurement of 100k of equipment and supplies.
- Identified and resolved problems related to collections, donor suitability, donor care, public relations, supplies and equipment; Ensured effective customer service to promote a positive professional image of the American Red Cross Blood Services Program.
- Performed investigations on unsuitable blood donations and provided written reports to Federal Drug Administration.
- Participated budgetary activities resulted in a new Full Time Employee (FTE); gave formal or informal training to the staff in implementing revised procedures.
- Passed four Federal Drug Administration audits; Recruited vendors for potential blood drives which result in a % 11.5 increase on blood donations.
- Conducted loss control and risk analysis surveys to identify and correct unsafe conditions; Prepared reports of inspections and evaluations to identify safety and program deficiencies requiring correction and improvement.
- Managed over 500 blood drives using Servant Leadership: collections resulting a surplus of blood in Southeast, MI.
- Performed administrative supervision of multiple employees. Assigned workload and evaluated work performance.
- Collection/Nursing Office
Education
Master of Healthcare Administration (MHA) - Health Industry
Eastern Michigan University
Ypsilanti, MI08-2014
Master of Public Administration (MPA) - Healthcare Policy
Eastern Michigan University
Ypsilanti, MI08-2014
Master of Science Administration (MSA) - Healthcare Science
Eastern Michigan University
Ypsilanti, MI08-2014
Bachelor of Science in Business Administration (BSBA) - Management Information Systems
Central Michigan University
Mt. Pleasant, MI08-2003
Skills
- Strategic planning
- Business process improvement
- Customer Experience
- Risk assessments
- Proficient in Salesforce data collection
- Data analysis expertise
- Advanced Word skills
- Time management
- Adaptability
Accomplishments
VA Customer Experience Cohort- Cohort Member- Class of 2022
VAAA Program Management Fellows – FAC-P/PM Mid-Level II – Certification Pending (2022) Leadership Enhancement and Development (LEAD) – (VBA) – Class of (2021)
Virtual Aspiring Supervisor Program (vASP) – (VBA) Class of 2021
VA National Center for Patient Safety – Patient Safety Fellow, (2017-2018)
Detroit Medical Center (DMC) – Administrative Internship (2010-2011
Affiliations
Blacks In Government (BIG) – Equity in all aspects of American life, Excellence in public service, and Opportunity for all Americans.
Certification
- Lean Six Sigma Green Belt (LSSGB) – Lean Sigma Corporation
- Federal Acquisition Certificate – Contracting (FAC-C) Level I
- Contracting Officer’s Representative (FAC-COR) – Level II
- Lean 6- Sigma Green Belt (December 2011)
- Phlebotomy Training; American Red Cross (October 2012)
- CPR American Red Cross (September 2013)
- Disability Examiner Training (October 2016)
- Veterans Service Representative Challenge Training (August 2018)
- Virtual Introduction to the Freedom of Information Act (July 2021)
- Human-Centered Design (November 2022)
- Human Centered Leadership (November 2022)
Timeline
Management and Program Analyst
U.S. Dept of Veterans Affairs –Veteran Benefits Administration- Education Services- Agreements Team
10.2021 - Current
Project Manager
U.S. Dept of Veterans Affairs –Veteran Benefits Administration
03.2021 - 09.2022
Field Examiner
U.S. Dept of Veterans Affairs –Veteran Benefits Administration- Fiduciary Hub
02.2019 - 10.2021
Veteran Service Representative
U.S. Dept of Veterans Affairs – Veteran Benefits Administration – Detroit Regional Office
04.2018 - 02.2019
Patient Safety Fellow
U.S. Department of Veterans Affairs-National Center for Patient Safety
07.2017 - 04.2018
Performance Improvement & Regulatory Compliance Analyst
Michigan State Government, 40HRPW (Center for Forensic Psychiatry-Hospital)
02.2017 - 07.2017
Disability Examiner
Michigan State Government, 40HRPW
07.2016 - 02.2017
Employment Specialist
Volunteers of America, 40HRPW
02.2016 - 07.2016
Team Supervisor
American Red Cross, 60HRPW
09.2012 - 09.2014
Master of Public Administration (MPA) - Healthcare Policy
Eastern Michigan University
Master of Science Administration (MSA) - Healthcare Science
Eastern Michigan University
Bachelor of Science in Business Administration (BSBA) - Management Information Systems
Central Michigan University
Master of Healthcare Administration (MHA) - Health Industry
Eastern Michigan University