Overview
Work History
Education
Skills
Certification
Timeline
Generic

Wendlon Nichols Jr.

Fayetteville,United States

Overview

19
19
years of professional experience
1
1
Certification

Work History

Supervisor Patient Relation Specialist

Womack Army Medical Center
09.2023 - Current
  • Hours per week: 40
  • Duties: Interim Chief, Patient Relations Division at Womack Army Medical Center. Principal Staff Advisor for patient relations and customer service to the command leadership. Responsible for overseeing Womack's patient advocacy program. Serves as Chair for Patient Family Partnership Counsel. Supervises 3 Ombudsman, 11 subordinate Patient Service Representatives, 1 Program analyst, 1 Congressional Liaison, 1 Supervisory Information Receptionist, and 1 Office Support Assistant. Higher Level reviewer for 10 Information Receptionists. Directly responsible for the professional development of staff I supervise. Oversees the Command Customer Service Training. Responsible for monthly and ad hoc collection and analysis of customer service data for Womack. Supports installation/organizational committees/working groups; monitors engagement with the community; is available to support the command team as senior customer service advisor. Serves as Patient Relations Division point of contact for coordinating and organizing installation-level outreach events to increase awareness of WAMC Operations. Assumed management of PRD personnel hiring actions; ensured timely processing of all actions and suspense. Investigate concerns and provide findings to the chain of command to help shape responses to external customers. Personally, assists patient/family members, and staff evaluates inquiries, and provides responses to all concerned. Provide customer service/team building training sessions in person and online throughout the organization.
  • This is a federal job

Health System Specialist

Womack Army Medical Center
07.2019 - 08.2023
  • Hours per week: 40
  • Duties: Serves as Health Systems Specialist for Interdisciplinary Pain Management at Womack Army Medical Center. Consult and collaborate with all echelons of management to develop controls and procedures for compliance with all local and regulatory requirements. Develops and establishes internal controls and provides administrative consultation and advisory to key leadership. Coordinates, prepares, and drafts the annual directorate budget; develops cost analyses, projections, and justification. Functions as the primary administrative point of contact for budget, civilian personnel, procuring and contracting, resource management, logistics, equipment, travel, and information management. Analyze fiscal resource needs and recommend redistribution of funds and human capital to meet mission requirements. Serves as the Administrator for the Defense Travel System (DTS) Program in support of military and civilian personnel assigned to the directorate. Functions as primary point of contact with Human Resources (HR), Civilian Personnel Advisory Center (CPAC), and other internal and external organizations concerning civilian personnel actions and staffing. Responsible for assisting section leaders with the proper formatting of correspondences. Oversee the accuracy, consistency, and timely processing of workload accountability into the Defense Medical Human Resource System (DMHRSi) and civilian pay system. Provide administrative assistance to the Special Assistant for Healthcare Resolution with contacting beneficiaries who have experienced adverse outcomes. Serves as a member of a team that provides training that is designed to equip work centers with tools to assist with collaboration and conflict resolution.
  • This is a federal job

Health System Specialist

Womack Army Medical Center
01.2016 - 07.2019
  • Hours per week: 40
  • Duties: Served as Health Systems Specialist for the Deputy to the Commander for Quality and Safety. Consult and collaborate with all echelons of management to develop controls and procedures for compliance with all local and regulatory requirements. Develops and establishes internal controls and provides administrative consultation and advisory to key leadership. Coordinates, prepares, and drafts the annual directorate budget; develops cost analyses, projections, and justification. Functions as the primary administrative point of contact for budget, civilian personnel, procuring and contracting, resource management, logistics, equipment, travel, and information management. Analyze fiscal resource needs and recommend redistribution of funds and human capital to meet mission requirements. Serves as the Administrator for the Defense Travel System (DTS) Program in support of military and civilian personnel assigned to the directorate. Functions as primary point of contact with Human Resources (HR), Civilian Personnel Advisory Center (CPAC), and other internal and external organizations concerning civilian personnel actions and staffing. Oversee the accuracy, consistency, and timely processing of workload accountability into the Defense Medical Human Resource System (DMHRSi) and civilian pay system. Provide administrative assistance to the Special Assistant for Healthcare Resolution with contacting beneficiaries who have experienced adverse outcomes. Serves as a member of a team that provides training that is designed to equip work centers with tools to assist with collaboration and conflict resolution.
  • This is a federal job

Supervisory Health System Specialist

Womack Army Medical Center
06.2014 - 01.2016
  • Hours per week: 40
  • Duties: Served as Senior Health System Specialist for Clark Health Clinic. Responsible for directly supervising two Supervisory Medical Clerks, an Administrative Support Assistant, a Patient Service Representative, a Supply Technician, and second line supervisor for 22 assigned medical clerical staff. Coordinates, prepares, plans, and manages the annual clinic operational budget of over $265,000; develops cost analysis, estimates, and justifications. Review and recommend approval or disapproval of civilian actions, purchases, temporary duty (TDY), training, Government credit card purchase requests, and equipment purchases. Responsible for providing administrative and healthcare management support through research, analysis, evaluation, advisory, consultation, and coordination of healthcare delivery systems, services, and operations. Responsible for the accuracy of all correspondences. Responsible for tracking and reporting time and attendance for all contract employees. The primary member of the clinic leadership team to assist the Patient Service Representative with trending, investigating disagreements, interviewing patients, and solving issues related to patient concerns. Provides direction and oversight to marketing staff to maximize customer satisfaction. Monitor and study work operations to identify opportunities to increase access to care and maximize staff productivity. Develop methods to track progress towards established benchmarks and goals as well as other new initiatives. Responsible for posting and daily monitoring schedules for 18 assigned level one and level two providers. Coordinate space utilization, schedules, and support staff for three to seven rotating providers. Serves as a member of the Medical Center’s Access to Care Improvement Committee. Consult and collaborate with management to develop procedures and controls for compliance with all local and higher headquarters regulatory requirements and operational instructions. Functions as primary point of contact with Human Resources (HR), Civilian Personnel Advisory Center (CPAC), and other internal and external organizations concerning civilian personnel actions and staffing. Oversee the accuracy, consistency, and timely processing of workload accountability into the Defense Medical Human Resource System (DMHRSi) and civilian pay system. Utilize Automated Information Management Systems and electronic medical records for preparation, production, processing, and storage of information related to Health Care Administrative functions. Identify methods to optimize utilization of professional services and integration of ancillary Medical Support Services. Participates in clinic and medical center meetings to discuss and resolve issues associated with patient care. Formulates, prepares, and presents briefing reports, charts, and staff studies. Use office programs including Microsoft Word, Excel, PowerPoint and Access to gather and review statistical data.
  • This is a federal job

Supervisory Health System Specialist

Womack Army Medical Center
09.2007 - 05.2014
  • Hours per week: 40
  • Duties: Served as Senior Health System Specialist for Robinson Health Clinic. Responsible for directly supervising two Supervisory Medical Clerks, an Administrative Support Assistant, a Patient Service Representative, a Supply Technician, and second line supervisor for 25 assigned medical clerical staff. Oversees clinic’s budget of over $300,000. Gather and analyze clinic data. The primary member of the clinic leadership team to assist the Patient Service Representative with trending, investigating, and solving issues related to patient concerns. Key Action Officer for Womack Army Medical Center in establishing patient-centered policies, guidelines, and procedures for seven outlying clinics leading to successful Patient-Centered Medical Home (PCMH) level three certification. Monitor staff HIPAA training and compliance to protect patient privacy. Monitor and study work operations to detect opportunities to enhance access to care and improve staff productivity. Review directives from higher authorities and advise the clinic chief of any potential impact on the Health Care Delivery System. Utilize Automated Information Management Systems and electronic medical records for preparation, production, processing, and storage of information related to Health Care Administrative functions. Identify methods to optimize utilization of professional services and integration of ancillary Medical Support Services. Participates in clinic/medical center meetings to discuss/resolve issues associated with patient care. Serves as a member of Medical Center’s Access to Care Improvement Committee. Use office programs including Microsoft Word, Excel, PowerPoint, and Access to gather and review statistical data.
  • This is a federal job

Exceptional Family Member Program Assistant

Womack Army Medical Center
09.2006 - 07.2007
  • Hours per week: 40
  • Duties: Special Needs Advisor for the Exceptional Family Member Program, Womack Army Medical Center. Gained knowledge of the principles and practices of the health care delivery system. Completes and supervises clinical and administrative reports in various formats and presents data in graphs and charts. Analyze, research, interpret, and coordinate clinical and administrative policies and procedures to include contractual services ensuring compliance with requirements. Resolves patient and employee problems/complaints. Develops, reviews and updates clinic operational policies to improve clinic productivity. Monitors budget, productivity, and conduct performance reports. Evaluate personnel performance, and counsel personnel when deficiencies exist. Prepares administrative and patient reports for the Medical Center, Installation, and Regional Medical Command. Coordinate activities of the clinic with other elements of the hospital and agencies across the installation. Verify availability of medical and educational services for Exceptional Family Members on assignment to Ft. Bragg, NC. Conduct internal reviews of the clinic assuring that administrative activities are in complete compliance with Joint Commission on Accreditation of Healthcare Organizations, Army Community Service Accreditation standards. Primary timekeeper for section.
  • This is a federal job

Education

Master Business Administration -

University of Management and Technology
07.2022

Bachelor of Health Administration - undefined

University of Management and Technology
Arlington, Virginia
09.2016

HS Diploma - undefined

Pelham High School
Pelham, Georgia
01.1982

Skills

  • Training and mentoring
  • Goal oriented
  • Staff management
  • Customer service

Certification

  • Arbinger Facilitator/Trainer
  • DPMAP Facilitator/Trainer

Timeline

Supervisor Patient Relation Specialist

Womack Army Medical Center
09.2023 - Current

Health System Specialist

Womack Army Medical Center
07.2019 - 08.2023

Health System Specialist

Womack Army Medical Center
01.2016 - 07.2019

Supervisory Health System Specialist

Womack Army Medical Center
06.2014 - 01.2016

Supervisory Health System Specialist

Womack Army Medical Center
09.2007 - 05.2014

Exceptional Family Member Program Assistant

Womack Army Medical Center
09.2006 - 07.2007

Bachelor of Health Administration - undefined

University of Management and Technology

HS Diploma - undefined

Pelham High School

Master Business Administration -

University of Management and Technology

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Wendlon Nichols Jr.