Tiffany Robinson
Villa Rica,United States
Summary
Dynamic Healthcare Administrator with over 7 years of experience in operational management within healthcare settings. Possesses strong expertise in scheduling, chart management, and quality oversight, complemented by a Doctorate in Healthcare Administration with a Magna Cum Laude distinction. Successfully spearheaded the implementation of innovative systems, resulting in improved patient satisfaction and operational efficiency. Dedicated to enhancing healthcare delivery processes to achieve measurable outcomes, making a significant impact on organizational goals.
Overview
21
21
years of professional experience
Work History
Supervisor: Pre-Cert, Scheduling, and Centralize Call Center
Northside Hospital Spine and Pain Treatment Centers
04.2016 - Current
- Supervises staff, enhancing chart management, check-in and check-out (CI/CO), and scheduling functions at each practice location.
- Directs centralized staff, facilitating telephone scheduling and new patient referral services.
- Oversees a Call Center composed of TeleNurses, Schedulers, and the Pre-Authorization team while managing multiple projects, including Cerner Scheduling Systems and appointment reminder systems.
- Produces comprehensive staff schedules in accordance with department and organizational guidelines.
- Resourcefully manages staff and material assets to optimize efficiency.
- Collaborates with Human Resources on recruitment strategies and initiatives.
- Conducts ongoing performance evaluations and completes annual performance assessments for staff.
- Revises, develops, and implements processes and systems to bolster timely and accurate chart management, CI/CO, scheduling, and new patient referral services.
- Cultivates subject matter expertise in scheduling, chart management, document management, and system optimization.
- Exemplifies top-tier customer service skills while ensuring department service communication standards are met, achieving relevant patient satisfaction goals.
- Coordinates with physicians, providers, and department leadership to maintain up-to-date guidelines for scheduling templates, chart management, and departmental forms.
- Partners with department leadership to enhance appointment scheduling in conjunction with tele-nurse advice and medication support services.
- Provides leadership in updating and implementing Front Office operational guidelines.
- Ensures compliance with all regulatory requirements alongside NH quality departments and leadership.
- Enhances the new patient onboarding process in collaboration with department leadership.
- Improves the new employee orientation process incorporating department leadership input.
- Leads and manages projects focused on annual quality and performance improvement goals, particularly in scheduling and chart management.
- Communicates effectively with a range of stakeholders in the healthcare setting.
- Fulfills supervisory responsibilities across various department areas as needed.
- Spearheads the project management of a new medical records and scheduling software system, set to go live in December 2018.
- Implemented the new scheduling system, PHS II, in March 2017.
- Established the Cerner scheduling system in October 2020.
- Launched a telework-from-home program for the tele-nurse and pre-authorization teams in November 2023.
- Possesses extensive experience in a healthcare setting with direct supervisory accountability.
- Supervises appointment scheduling while utilizing both manual and electronic document management systems.
- Educates medical and non-clinical staff on updates to the Electronic Medical Record (EMR) systems.
- Oversaw daily operations, ensuring efficient workflow and adherence to safety standards.
- Implemented process improvements, enhancing productivity and reducing operational bottlenecks.
- Trained and mentored staff, fostering a collaborative team environment and skill development.
- Analyzed operational data, identifying trends to drive strategic decision-making and resource allocation.
- Supervised daily operations to ensure adherence to safety protocols and efficiency standards.
- Trained and mentored team members in operational best practices and process improvements.
- Implemented workflow enhancements, resulting in streamlined processes and reduced downtime.
- Monitored key performance indicators to assess team productivity and quality of output.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
Senior Optical Lab NCO & Brigade Equal Opportunity Leader
United States Army Active Duty (Fort Benning, GA)
10.2013 - 12.2015
- Served as the Senior Optical Lab NCO for the Optical Fabrication Laboratory, managing the production of spectacles for 13 clinics, serving 94,000 beneficiaries across three states under the Southern Regional Medical Command.
- Supervised and mentored military and civilian employees, enhancing the skill set and productivity of the workforce.
- Oversaw the lab's quality control program, ensuring optimal stock levels and compliance with standards.
- Executed weekly timesheet processing for civilian employees, maintaining accuracy in reporting through the Spectacle Reporting Transmittal System (SRTS).
- Monitored and managed maintenance for lab equipment valued at over $700,000.
- Integrated Lean Six Sigma principles, successfully reducing the backlog of work orders by 92% while significantly improving turnaround time and ensuring quality assurance.
- Selected as the Commander for Equal Opportunity for the Martin Army Community Hospital, representing over 4,000 employees and emphasizing commitment to unit cohesion.
- Revamped an unsatisfactory Equal Opportunity program to achieve an outstanding rating of 96% during Medical Command and Southern Regional Medical Command inspections for two consecutive years.
- Promoted the elimination of unlawful discrimination across various categories, including race, color, national origin, sex, age, religion, creed, sexual orientation, and disability.
- Coordinated investigations of complaints by gathering evidence, interviewing witnesses, and preparing thorough analyses supported by factual data.
- Acted as a representative and advocate for both military and civilian employees, fostering positive relations and enhancing employee satisfaction.
- Reported Equal Opportunity Leader activities to the Commander of the hospital and Southern Regional Medical Command.
- Ensured timely resolution of employee complaints, identifying and addressing systemic issues while educating staff and collecting feedback through surveys and focus groups.
- Executed a comprehensive Equal Opportunity complaint process, assessing discriminatory practices and applying mediation skills to effectively resolve conflicts.
- Supervised optical laboratory operations, maintaining cost data records and adherence to quality control procedures.
- Managed all administrative tasks related to laboratory operations, including budget oversight, facility management, logistics, equipment, and personnel administration.
- Advised managers on various administrative support services, including human resources, budget, and procurement matters.
- Provided orientation to new staff and trainees regarding clinic administrative functions.
- Oversaw financial, personnel, space, and equipment resources for the clinic.
- Managed lab's supply chain and equipment by coordinating with supply and biomedical engineering departments.
- Demonstrated interpersonal skills to effectively motivate a diverse staff and resolve complex administrative issues.
- Monitored performance metrics and aided in the dissemination of information while implementing strategies for improvement.
- Coordinated human resource actions related to organizational staffing.
- Tracked and prepared personnel action requests, ensuring compliance with administrative protocols.
- Performed analysis utilizing risk management techniques to establish monitoring plans for contract performance, providing insights into contractor systems and processes.
- Resolved and negotiated issues regarding production and delivery challenges.
- Developed and implemented equal opportunity training programs for personnel at various command levels.
- Ensured compliance with federal regulations and Army policies regarding equal opportunity initiatives.
- Conducted assessments of workplace diversity and inclusion practices, recommending improvements to leadership.
- Facilitated conflict resolution sessions to address discrimination complaints and promote a respectful work environment.
- Collaborated with cross-functional teams to enhance outreach efforts for underrepresented groups in recruitment processes.
- Analyzed trends in equal opportunity data, providing insights for strategic planning and decision-making processes.
- Led workshops on cultural competency, fostering awareness and understanding among diverse military personnel.
- Mentored junior staff on best practices in equal opportunity management, enhancing their professional development skills.
- Introduced cultural awareness programs that helped bridge communication gaps within multicultural teams.
- Educated staff about their rights and responsibilities under company policies as well as EEO laws during orientation sessions for new hires.
- Trained more than 5k personnel in human resources policies and procedures related to equal workplace opportunities.
- Served as a liaison between employees and management in addressing concerns related to equal opportunity issues while maintaining confidentiality at all times.
- Planned and led more than 24 cultural events.
- Wrote and disseminated materials outlining EO policies and procedures.
- Supported management in developing policies that promoted fairness, equality, and non-discrimination in the workplace.
- Evaluated the effectiveness of existing equal opportunity policies, recommending changes where necessary for continuous improvement.
Platoon Sergeant and Program Manager
United States Army Active Duty (Germany Warrior Transition Unit)
05.2010 - 05.2013
- Served as Headquarters Platoon Sergeant in USAREUR and ERMC-based Warrior Transition Company, charged with program management for the OCONUS Integrated Disability Evaluation System (IDES) while overseeing transitions for soldiers moving from Europe to a CONUS Warrior Transition Unit.
- Managed the Army Warrior Care and Transition System (AWCTS) for all Cadre and Warriors assigned to the unit.
- Acted as Equal Opportunity Leader (EOL), Sexual Harassment / Assault Response Prevention (SHARP) NCOIC, Soldier Family Action Plan Events Coordinator, and Integrated Disability Evaluation System Coordinator.
- Utilized qualitative and quantitative methods to effectively manage and assess feedback data.
- Excelled as the inaugural Company OCONUS Integrated Disability Evaluation System Contact Representative, streamlining processes.
- Interviewed and managed 411 IDES Soldiers in Europe, achieving a remarkable 100% compliance with the new disability evaluation system timeline.
- Conducted training sessions and maintained the Equal Opportunity Program and SHARP NCOIC responsibilities across five locations.
- Demonstrated proactive concern for Soldiers by ensuring 319 Medical Evaluation Board (MEB) Soldiers were promptly processed to CONUS Warrior Transition Units.
- Possesses extensive knowledge of veterans' benefits laws, rules, and regulations.
- Coordinated and provided oversight of functions and activities relevant to unit operations.
- Researched, interpreted, and analyzed data to support justified decision-making for service members and their families.
- Adapted communication styles to effectively engage with individuals from diverse backgrounds, including veterans and their dependents.
- Drafted letters and technical materials for veterans, displaying proficient writing and communication skills.
- Led daily operations, ensuring mission readiness and operational effectiveness within platoon.
- Mentored junior soldiers, fostering professional development and enhancing team cohesion.
- Coordinated logistics for training exercises, streamlining resource allocation and utilization.
- Implemented standard operating procedures, improving efficiency and compliance across unit activities.
- Facilitated communication between command staff and soldiers, ensuring alignment on objectives and priorities.
First Sergeant Chief of Optical Activities Division
United States Army Active Duty (Germany USAMMCE)
08.2008 - 05.2010
- Functioned as First Sergeant of the largest medical logistics operation in the Department of Defense, providing logistics support and training for over 1,300 DoD, interagency, and coalition partners across EUCOM, CENTCOM, AFRICOM, and the State Department, serving over 400,000 beneficiaries in more than 118 countries.
- Served as the principal advisor to the Commander on soldier issues, assisting in the planning, coordination, and execution of all training and support requirements.
- Oversaw the Optical Activities Division; supervised a diverse workforce of Soldiers and 16 Local National employees, ensuring production and quality assurance for 55,094 pairs of prescription eyewear annually while maintaining over $1.9 million worth of equipment and supplies.
- Initiated the first Equal Opportunity Program in the unit, conducting education and EO observances monthly to enhance awareness among Local National and American service members.
- Responsible for all administrative responsibilities within the laboratory, including budget management, facility coordination, logistics oversight, and personnel administration.
- Played a crucial role in attaining International Organization for Standards (ISO) and OHSAS certifications for the USAMMCE Optical Activities Division.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
Laboratory / Detachment NCOIC
United States Army Active Duty
01.2005 - 07.2009
- Served as Noncommissioned Officer in Charge of the largest Optical Surface Department in the Department of Defense, overseeing the Multi-Focal Optical Fabrication Laboratory that provides optical devices to Armed Forces members and eligible beneficiaries, supervising 25 Soldiers, 19 Sailors, and 63 civilian opticians producing over 400,000 spectacles annually.
- Managed operations and maintenance for over $4 million in optical equipment while overseeing consumable supply expenses exceeding $6 million.
- Directed all phases of detachment operations and mission requirements; served as a key liaison between Army and Navy commands.
- Recognized by Command for developing the NARMC/MEDCOM-level Memorandum of Agreement between Army and Navy commands.
- Chosen as one of seven Senior Noncommissioned Officers by NOSTRA Command to attend the Defense Equal Management Institute Leadership Course.
- Effectively addressed complaints and concerns, referring complex matters to the appropriate employee contractor as necessary.
- Coordinated with the patient care manager to ensure efficient clinic schedules, considering productivity, access to care, leave requests, and various mission-related tasks.
- Monitored monthly clinic performance metrics, access to care, compliance with Joint Commission standards, and readiness of military staff, while facilitating process improvement projects.
- Acted as the primary point of contact and advisor for civilian personnel matters in the department, liaising with administrative staff to promote efficiency.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Education
Doctorate degree - Healthcare Administration
Walden University
05.2024
Master of Science - Health Services Administration
Strayer University
Hampton, VA09.2009
Bachelor's degree - Interdisciplinary Studies
Columbia College
10.2006
Associate's degree - Opticianry
Thomas Nelson Community
08.2003
Some college (no degree) - Physical Education K-12
Alabama State University
01.1994
Some college (no degree) - Kinesiology
St. Philip's College
01.1990
Skills
- Optical Laboratory Procedures
- Optical Laboratory Technology
- EMR
- Medical Logistics
- Budget Management
- Contracting
- Equipment Maintenance
- Quality Assurance
- Scheduling Systems
- Chart Management
- Document Management
- Microsoft Excel
- Microsoft Word
- PowerPoint
- Advance Journal Mapping
- Leadership
- Project Management
- Team Leadership
- Customer Service
- Communication
- Training
- Problem Solving
- Supervision
- Personnel Management
- Risk Management
- Coordination
- Analysis
- Interpersonal Skills
- Service Level Agreement
LANGUAGES
English (Spoken Advanced)
English (Written Advanced)
English (Read Advanced)
Timeline
Supervisor: Pre-Cert, Scheduling, and Centralize Call Center
Northside Hospital Spine and Pain Treatment Centers
04.2016 - Current
Senior Optical Lab NCO & Brigade Equal Opportunity Leader
United States Army Active Duty (Fort Benning, GA)
10.2013 - 12.2015
Platoon Sergeant and Program Manager
United States Army Active Duty (Germany Warrior Transition Unit)
05.2010 - 05.2013
First Sergeant Chief of Optical Activities Division
United States Army Active Duty (Germany USAMMCE)
08.2008 - 05.2010
Laboratory / Detachment NCOIC
United States Army Active Duty
01.2005 - 07.2009
Bachelor's degree - Interdisciplinary Studies
Columbia College
Associate's degree - Opticianry
Thomas Nelson Community
Some college (no degree) - Physical Education K-12
Alabama State University
Some college (no degree) - Kinesiology
St. Philip's College
Doctorate degree - Healthcare Administration
Walden University
Master of Science - Health Services Administration
Strayer University
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