Tiana Martin
Upper Marlboro,MD
Summary
Experienced administrative professional with over 15 years of combined experience in both the private and government sectors. Skilled in executive support, office management, and process coordination. Proven ability to manage complex administrative functions, maintain confidentiality, and ensure operational efficiency. Adept at handling correspondence, scheduling, and document management while supporting organizational goals with professionalism and attention to detail.
Overview
16
16
years of professional experience
Work History
Staff Assistant
NIH
05.2024 - Current
- Coordinated scheduling and logistics for 13 executive meetings, enhancing operational efficiency.
- Assisted in project management by tracking milestones and deadlines, contributing to timely deliverables.
- Established strong working relationships with coworkers through excellent communication skills which led to improved teamwork capabilities.
- Managed extensive calendar scheduling for department leaders, ensuring timely attendance to important engagements.
- Organized travel arrangements for over 20 staff members, ensuring smooth transitions during business trips.
- Prepared professional correspondence on behalf of supervisors, maintaining clear communication with external stakeholders.
- Participated in special projects as assigned by supervisors, demonstrating adaptability and versatility in diverse tasks.
- Provided exceptional customer service to both internal and external clients while resolving any issues promptly and efficiently.
- Coordinated office events and meetings, fostering a positive work environment and team collaboration.
- Organized high-level meetings, preparing agendas and materials while facilitating communication among stakeholders.
- Organized and coordinated conferences and monthly meetings.
- Implemented process improvements that reduced turnaround time for administrative tasks by 15%.
- Handled incoming phone calls professionally, directing callers to appropriate parties or addressing their inquiries directly when possible.
Program Specialist
Board of Veterans Appeals
05.2019 - 05.2024
- Analyzed case files to ensure compliance with regulations and policies.
- Coordinated communication between veterans and legal representatives throughout appeal processes.
- Developed training materials for staff to enhance understanding of veteran services and programs.
- Led cross-functional teams in reviewing complex cases, ensuring thorough evaluations and timely resolutions.
- Spearheaded initiatives to enhance customer service quality in veteran support operations.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Facilitated claims processing by gathering necessary documentation and verifying accuracy of information.
- Increased accuracy in benefit determinations by thoroughly researching military records, medical documentation, and other relevant materials.
- Developed and implemented streamlined processes for case review, enhancing operational efficiency.
- Coordinated claims processing to ensure timely resolution of veteran appeals.
- Led cross-functional teams to address complex cases and improve outcomes.
Administrative Assistant
Veterans Health Administration
05.2016 - 05.2019
- Assisted in the performance of routine and complex administrative duties including receiving phone calls to the office, assisting with inquiries in person, via phone and email as well file maintenance.
- Coordinated logistics for patient appointments and follow-ups, ensuring timely service delivery.
- Enhanced patient communication protocols through the development of user-friendly informational materials and guides.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed scheduling and appointment coordination for healthcare providers and patients.
- Assisted in maintaining accurate patient records using electronic health record systems.
- Oversaw inventory management of medical supplies, ensuring timely replenishment and compliance with regulations.
- Led initiatives to optimize office operations, resulting in improved response times and service quality.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Medical Support Assistant
Veterans Hospital
05.2015 - 06.2016
- Coordinated patient appointments and managed schedules to ensure efficient clinic operations.
- Assisted with electronic health record maintenance, ensuring data accuracy and compliance with regulations.
- Provided administrative support to healthcare staff, enhancing workflow efficiency and communication among teams.
- Handled patient inquiries and issues, delivering exceptional customer service in a fast-paced environment.
- Analyzed feedback from patients to identify areas for service improvement and implemented changes.
- Coordinated communication between medical staff and patients to ensure timely information exchange.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
Unit Clerk
Georgetown Hospital
05.2011 - 05.2015
- Managed patient admissions and discharges, ensuring accurate documentation and efficient workflow.
- Coordinated communication between medical staff and patients, enhancing service delivery and satisfaction.
- Maintained electronic health records with precision, ensuring data integrity and confidentiality.
- Assisted in scheduling appointments and managing calendars for multiple departments to optimize operations.
- Coordinated patient admissions, discharges, and transfers efficiently within medical unit.
- Reduced wait times for patients by promptly answering phone calls and addressing inquiries from families and staff members.
- Arranged discharges and patient transportations.
- Organized patient charts, enhancing the flow of information among healthcare providers and contributing to better-informed treatment decisions.
Clinic Administrative Assistant
Washington Adventist Hospital
06.2009 - 04.2011
- Developed and maintained filing systems to ensure accurate record-keeping and quick retrieval of information.
- Collaborated with cross-functional teams to support project implementation, achieving alignment with organizational goals.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed appointment scheduling, ensuring timely communication between patients and healthcare providers.
- Answered phone calls and messages for 23 physicians under the Medical Surgery, scheduled appointments, and handled patient inquires.
Education
Associate of Science - Business Administration
Montgomery College
Rockville, MD05.2011
Skills
- Calendar & Schedule Management
- Communication & Interpersonal Skills
- Problem-Solving & Decision Making
- Confidentiality & Professionalism
- Time Management
- Adaptability & Initiative
- Budget management
- Microsoft Office Suite
- Zoom/Teams
- Poised under pressure
- Meeting preparation
- Schedule and calendar management
- Fast learner
- Office administration
- Meeting support
- Decision-making
Timeline
Staff Assistant
NIH
05.2024 - Current
Program Specialist
Board of Veterans Appeals
05.2019 - 05.2024
Administrative Assistant
Veterans Health Administration
05.2016 - 05.2019
Medical Support Assistant
Veterans Hospital
05.2015 - 06.2016
Unit Clerk
Georgetown Hospital
05.2011 - 05.2015
Clinic Administrative Assistant
Washington Adventist Hospital
06.2009 - 04.2011
Associate of Science - Business Administration
Montgomery College