Tianna Carroll
San Antonio
Summary
Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
Overview
23
23
years of professional experience
Work History
Patient Experience Branch Program Manager
AFMOA, AFMRA, DHA
03.2019 - Current
- SME.
- Data Analyst III
- Spearhead data-driven culture transformation, fostering continuous improvement in healthcare services through actionable patient satisfaction insights.
- Facilitate knowledge sharing through management of SharePoint, MS Teams, Facebook and milSuite platforms, enhancing cross-functional communication and data accessibility.
- Empower MTF leaders with comprehensive training on DoD/MHS surveys, enabling effective navigation of complex survey platforms.
- Conduct 1 on 1 and group training on: leadership, customer service, satisfaction tools and other training as necessary to over 721 military treatment facilities.
- Develop and implement Patient Experience Branch program goals for all MTFs.
- Project scheduling
- Research and conduct surveys for process improvement.
- Create Patient Experience Branch Lunch and Learns and implement monthly.
- Recommended QR codes for instant survey response and will be implemented at all MTFs in 2025.
- Created a Patient Advocate: Training Handbook, Newcomers Orientation, Refresher Training, Welcome Package, Directory and more information to assist over 274 Patient Advocates.
- Conduct quarterly Patient Experience Branch webinars.
- Coordinates and conducts yearly Customer Service Community Seminars.
- Creates quarterly newsletters.
Project Analyst
DHA
08.2021 - 05.2022
- Developed tailored reports and metrics, leveraging data analysis to drive informed decision-making and strategic planning across the organization.
- Ensured document accuracy through meticulous editing and quality checks, supporting KM Lead and Technical Writers in delivering high-quality content.
- Contributed to daily IT reports, enhancing information dissemination across the organization.
- Facilitated cross-functional communication by creating branch project slides and maintaining organization charts, fostering improved team alignment and efficiency.
- Managed document configuration in SharePoint and supported technical writers, ensuring high-quality content and streamlined information management processes.
- Demonstrated versatility by undertaking diverse projects, showcasing adaptability and commitment to organizational success across multiple domains.
Case Manager Supervisor- Wounded Soldier and MEDCOM Family Hotline
US Army, Ft. Sam Houston
06.2018 - 03.2019
- Ensured data accuracy in case intake, boosting response efficiency and service quality.
- Coordinated shift schedules, enhancing team communication and operational readiness.
- Presented briefings to leaders, demonstrating program success and strategic insights.
- Analyzed call logs, refining training programs and elevating customer service standards.
- Implemented quality assurance, ensuring precise documentation and issue resolution.
Academic Advisor
Army Ft. Sam Houston
01.2018 - 06.2018
- Streamlined ATRRS and SMART ATRRS data entry processes, ensuring timely and accurate updates of student statuses and test scores.
- Validated academic records, ensuring certificate and transcript accuracy.
- Audited records for accuracy, enhancing data reliability.
- Optimized tracking systems, generating insights for program improvements.
- Mentored new hires in academic advisory roles, fostering a collaborative learning environment and enhancing overall team productivity.
VA Medical Case Manager
QTC Management
12.2016 - 12.2017
- Led 15 case managers, ensuring operational goals in timeliness, quality, and service were met.
- Coordinated recruitment, performance reviews, and employee recognition and disciplinary actions.
- Managed workflows and resolved issues, enhancing communication with clients and claimants.
- Trained case managers on workflow changes, ensuring compliance with contractual obligations.
- Analyzed operational data, reporting monthly and quarterly statistics to improve processes.
Medical Data Technician
BAMC
11.2015 - 12.2016
- Transcribed 125 daily medical recordings, enhanced record accuracy and efficiency.
- Edited patient data, resolving inconsistencies and ensuring comprehensive documentation.
- Utilized extensive medical terminology knowledge to complete diverse patient records.
- Extracted and synthesized data from multiple sources, improving record completeness.
- Contributed to streamlined patient care through precise medical documentation.
Health Advisor
Health & Human Services Commission
11.2014 - 11.2015
- Interviewed clients for SNAP, TANF, and Medicaid eligibility, ensuring accurate assessments.
- Assisted 70 clients daily with SNAP and TANF applications, enhancing service efficiency.
- Created training materials and trained staff on analytical tools, improving team skills.
- Supported 60 clients in completing digital applications, boosting accessibility.
- Processed client information for case management, ensuring compliance with policies.
Surgical Oncology Technician
Wilford Hall-Lackland
06.2009 - 02.2011
- Collaborated with medical team to enhance patient appointment tracking, improving follow-up efficiency.
- Managed and streamlined appointment scheduling, ensuring seamless coordination of surgical care.
- Led patient check-in process for six clinics, enhancing operational flow and patient satisfaction.
- Trained staff on new procedures, fostering a collaborative and efficient work environment.
- Handled administrative inquiries, providing clear communication between patients and healthcare providers.
Medical Records Technician
Keesler Medical Center
09.2007 - 06.2009
- Managed and guided 5 teams, optimizing medical record processes for efficiency.
- Ensured accurate patient registration and data updates in CHCS/DEERS systems.
- Coordinated transfer of medical records, enhancing inter-facility communication.
- Analyzed and prioritized requests, improving response time and service quality.
Unit Coordinator/Administrative Assistant
Keesler Medical Center
11.2002 - 11.2004
- Handled patient data entry and retrieval, ensuring accuracy and security.
- Coordinated and scheduled radiology and follow-up appointments efficiently.
- Managed communication systems, facilitating smooth operations for patient care.
- Transcribed medical orders accurately, supporting effective treatment plans.
- Prepared and organized admission, transfer, and disposition records meticulously.
Education
BS - Psychology
Liberty University
Lynchburg, VA, USMaster of Science - Psychology
Liberty University
Lynchburg, VA05-2027
Skills
- Patient experience management
- Data analysis
- Project scheduling
- Cross-functional communication
- Quality assurance
- Survey implementation
- Process improvement
- Leadership training
- Document management
- Metrics reporting
- Customer service enhancement
- Program coordination
- Stakeholder engagement
- Webinar facilitation
- Case management supervision
- Strategic planning
- Team collaboration
- Project management
- Project coordination
- MS office applications
- Training and development
- Data collection & research
- Team training and development
- Operations management
- Stakeholder communications
- Scheduling and planning
- Cross functional team builder
- Program reviews
- Partnership development
- Stakeholder management
Personal Information
Title: PROGRAM MANAGER
Timeline
Project Analyst
DHA
08.2021 - 05.2022
Patient Experience Branch Program Manager
AFMOA, AFMRA, DHA
03.2019 - Current
Case Manager Supervisor- Wounded Soldier and MEDCOM Family Hotline
US Army, Ft. Sam Houston
06.2018 - 03.2019
Academic Advisor
Army Ft. Sam Houston
01.2018 - 06.2018
VA Medical Case Manager
QTC Management
12.2016 - 12.2017
Medical Data Technician
BAMC
11.2015 - 12.2016
Health Advisor
Health & Human Services Commission
11.2014 - 11.2015
Surgical Oncology Technician
Wilford Hall-Lackland
06.2009 - 02.2011
Medical Records Technician
Keesler Medical Center
09.2007 - 06.2009
Unit Coordinator/Administrative Assistant
Keesler Medical Center
11.2002 - 11.2004
BS - Psychology
Liberty University
Master of Science - Psychology
Liberty University