Yevette C. Bethune-Cherry
Spotsylvania,VA
Summary
Administrative professional skilled in optimizing office workflows and managing diverse administrative tasks. Proven ability to support higher management through effective scheduling and coordination. Strong focus on team collaboration and adaptability to changing organizational needs, ensuring seamless operations and goal achievement.
Overview
9
9
years of professional experience
Work History
Human Research Protection Program Specialist/Institutional Review Board (IRB) Administrator and Assistant USMC HRP Program Manager
Quantico Marine Base
08.2019 - Current
- INSTITUTIONAL REVIEW BOARD (IRB) ADMINISTRATOR and ASSISTANT USMC HRPP MANAGER: assists HOMC directors, leaders, researchers, extramural faculty, students, staff, and others on issues concerning regulatory requirements and USMC policies governing the use of human subjects in research.
- Serves as point of contact for management to advise and guide professionals within and outside the United States Marine Corps, developing and carrying out research policies and procedures of the Human Research Protection Program (HRPP).
- CONSULTS WITH STAFF AT ALL LEVELS, including Marine Corps leaders, IRB Board Members, and principal investigators, to identify and resolve disagreements using decision memoranda or meetings and articulate policy to reach a consensus.
- ASSIST THE IRB MANAGER IN DEVELOPING SOUND HRPP Policies and Programs to support HRPP activities, USMC-related legislation, and USMC interagency issues. Make recommendations to improve management methods and procedures.
- Drafts review documents related to policy program and program proposals and decisions on research protocols, which include (regulations, Investigators' petition responses, guidance, proposed legislation, and policy statements.)
- CONDUCTS PRELIMINARY REVIEW OF ALL NEW RESEARCH PROTOCOL SUBMISSION to the Institutional Review Board (IRB), ensuring that all required documents have been submitted per the Human Research Protection Program policies.
- ASSIST THE IRB MANAGER WITH DRAFTING DOCUMENTS embodying policy, program proposal, and decision when preparing correspondence for the approval of protocols, continuations of projects, total board revisions, board meeting minutes, IRB notification, and IRB reports.
- Performs analytical review of over 100 United States Marine Corps (USMC) IRB Protocol submissions to ensure compliance with the USMC HRPP policies. Prepares draft reviews and approval letters for the following (i.e., amendment, applicability reviews, administrative review, endorsements, and HRPO review.) to ensure that issues have been identified and explained and that the recommended course of action. It is in conformance with the current Agency and Program policy.
- Performs high-level analytical functions for the HRPP Program Metrics, resulting in products and services with board-scale programmatic and management policy impact. Utilized benchmarks and metrics for monitoring various research studies within the USMC HRPP office, ensuring operational effectiveness and compliance with established HRPP rules and regulations.
- RESOLVES A BROAD RANGE OF ISSUES CONCERNING PROTOCOL SUBMISSION conducts extensive research, collects information, and analyzes data from a variety of sources, enabling legislation and pertinent regulation to address any questions or problems that may arise and recommend necessary action.
- Assist the IRB Program Manager with Human Research Protection Office (HRPO) review submission, research funding sources, review, and research funding contract, ensuring that all information provided within the agreement complies with the regulations and policies of the (USMC).
- Assists the IRB Manager with drafting reports to articulate issues regarding the USMC HRPP actions for IRB Board presentation. Schedules monthly recurring IRB meetings to include interagency committees, subject matter experts, and principal investigators. Assist in conducting the monthly IRB Board meeting, prepare and distribute issue-based meeting agenda, attendance matrix, and meeting reminders to IRB members, and complete IRB meeting minutes.
- MAINTAINS REFERENCES MATERIALS for the human research protection program, logs all submissions, and assigns a formal IRB protocol number. Collates and tracks documents through the review process, including monitoring protocol approval dates and scheduling continuing reviews.
- RECORDS MANAGEMENT OF ALL HRPP RESEARCH PROTOCOLS ensuring that all research protocol and scientific data records are maintained per the guidelines in the USMC HRPP Policies and Procedures (i.e., protocol files, IRB minutes, inspection results, HRP Review and Administrative reviews of all USMC supported research.)
- Develops and maintains the USMC HRPP Sharepoint page and the EDU Sharepoint site, ensuring all documents, forms, application tools, and references are current.
- Maintains the HRPP web page, web content, social media posts, and other communications to articulate information and communicate to various audiences regarding USMC HRPP actions and accomplishments regarding the USMC HRPP policy.
Customer Service Generalist – Charlottesville
Department of Motors Vehicles
03.2019 - 07.2019
- CUSTOMER SERVICE CLERK to a busy Charlottesville DMV customer service desk, where I thoroughly review all documents presented and analyze the needs of each customer to identify and provide them with the most appropriate, effective, and efficient solutions.
- RESEARCHED FILES AND AUTOMATED RECORDS to accurately process applications for all DMV transactions in accordance with Virginia State Law and within the DMV's established policies and procedures.
- Served as subject matter expert to provide customer services to over 50 customers daily, providing prompt and courteous service while addressing complex transactions, customers inquiring, ensuring 100% accuracy on all documentation, and advising customers of all available alternate services.
- UTILIZED ALL RESOURCES AVAILABLE THROUGH THE USE OF VARIOUS GUIDES SUCH AS Drivers Licensing Guide (DLG), Vehicle Licensing Guide (VLIC), Customer Service Center Operations Manual (CSCOM) and the DMV intranet; applied the knowledge gained to process documents accurately and increased productivity levels that effectively contributed to the CSC operations.
- Performed analytical functions resulting in products and services that ultimately will have programmatic and management policy impact on a broad scale.
- APPLIED KNOWLEDGE OF THE DEPARTMENT OF MOTOR VEHICLES LAWS, REGULATION, AND OPERATIONAL POLICIES AND PROCEDURES to administer vision, knowledge, and road tests for driver permits and driver licenses; assuring the proper issuance of DMV credentials per statutory and operational procedural requirements
- Processed transactions effectively and on time per agency policies and procedures while ensuring 100% accuracy on all transactions.
- UTILIZED AUTOMATED SYSTEMS AND/OR OTHER ESTABLISHED METHODS to accurately calculate, collect, and reconcile fees and taxes on all financial transactions.
- Performed end-of-the-day procedures, closed out, balanced cash register, balanced and budgeted daily transactions, ensuring proper accountability of all currencies according to policy and procedures of the DMV.
- REPORTED SUSPICIOUS OR POTENTIALLY FRAUDULENT OR CRIMINAL activities to CSMA management, Law Enforcement Division as outlined in agency procedures.
- (February 2019 to March 2019, a break in Federal Service)
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Provided expert product knowledge, resulting in increased sales and repeat business from satisfied customers.
- Handled escalated customer complaints with professionalism, defusing tense situations and achieving satisfactory resolutions.
- Facilitated smooth transactions by accurately processing payments and handling returns as needed.
- .Played integral role mentoring newer employees sharing best practices tips fostering supportive team environment.
- Collaborated with cross-functional teams to identify and implement process improvements for enhanced customer support.
- Promoted company products and services strategically, leading to increased revenue growth over time.
- Continuously sought opportunities expand skill set attending workshops conferences within field expertise.
- Streamlined communication processes for improved customer experience and increased retention rates.
- Participated in regular team meetings, contributing insights for better serving customers'' needs and expectations.
- Assessed customer feedback data, identifying areas for improvement and implementing changes accordingly.
- Assisted in the development of training materials to improve team performance and customer service skills.
- Contributed ideas innovative projects aimed raising bar on overall quality provided.
- Built strong relationships with key clients through attentive listening skills, demonstrating empathy when addressing concerns.
- Implemented time management techniques, enabling rapid response times even during peak hours.
- Maintained up-to-date knowledge on industry trends, adapting strategies for continued success in a competitive market.
- Spearheaded initiatives to enhance company reputation by delivering exceptional service experiences to clients.
- Managed high-volume phone calls, providing efficient and accurate information to customers.
- Conducted thorough research to provide informed solutions tailored specifically each client''s unique situation.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Program Analyst (Patient Safety/Quality Management Services)
Department of Veteran Affairs
06.2016 - 02.2019
- MANAGEMENT PROGRAM ANALYST assists the Patient Safety managers and Quality Insurance Coordinators in the systematic operational review of the Medical Center Patient Safety Program.
- Served as subject matter expert to provide advice, guidance, and administrative support to Patient Safety staff of 6 and Quality Service Value staff of 13, to resolve administrative conflicts and issues, and to ensure the mission of Patient Safety and QSV is carried out.
- MAINTAINED A MULTIPLE DOCUMENT TRACKING SYSTEM FOR THE PATIENT SAFETY PROGRAM, routinely records document activity in the patient safety database regarding incoming trending data and ongoing data such as follow-up and closing out of data analysis, Root Cause Analysis (RCA), ad hoc reports, and program information; ensuring timely completion of all RCA derived actions and outcome measures.
- CONDUCTED DATA GATHERING using techniques such as surveys, interviews, and research for evaluating the effectiveness, efficiency, and productivity of the various projects, i.e. (falls, medications, and) within the patient safety program.
- Designed and conducted sensitive analytics and evaluated various programs and administrative management systems, work simplification, and decision-making surveys, studies, and analyses for the Patient Safety/Quality Management Services within the Veterans Hospital.
- Performed high-level analytical functions resulting in product and service feasibility audits to evaluate the cost-effectiveness of a department's personnel resources, administrative management systems, and program initiatives. Tracked performance measures to assess the impact of human capital resources of various departments. Provided data analysis to support current and future departmental budget plans.
- Utilized benchmarks and metrics for monitoring various departments within the Veterans Hospital, ensuring operational effectiveness and compliance with established patient safety rules and regulations.
- COORDINATES ACTIVITIES WITH PATIENT SAFETY STAFF AND QUALITY SERVICE VALUE STAFF with program audits to identify performance measures and evaluate the impact of program requirements and operations in order to make recommendations for program improvement.
- Provided briefings and presentations to senior leadership, project team, and patient safety staff to determine how much progress has been made on a particular project. I also assist with measuring and monitoring project performance, ensuring commitments of all parties are being maintained.
- Evaluated the performance of programs and program actions; determined any problems and provided up-to-date project status. Ensured program compliance with pertinent laws, rules, and regulations of the patient safety program and related resources, as well as conducted fact-finding and administrative investigations to develop and defend templates/dashboards to report program goals and metrics.
- ASSISTED THE VETERAN INTEGRATED SERVICES NETWORKS (VISN) request Joint Commission (JC) Surveys, Directors' Performance Measures, Office of Inspector General (OIG) requests, Operational Plans, Education Initiatives, Patient Safety fairs, national, VISN, and facility score card.
- CREATED A COLLABORATIVE WORKING RELATIONSHIP with Medical professionals, Service Chiefs, Hospital/Office staff, National Center for Patient Safety (NCPS) Officials, and Veterans Affairs of Southern Nevada Healthcare System (VASNHS) Officials for interpretation of findings and recommendations and to perform all other duties of the Patient Safety program.
- Provided technical support to individuals at various levels of an organization, conducted technical presentations relating to instruction, collected information, prepared collaborative replies, and training of the patient safety staff regarding the process of Patient Incident Tracking (PIT), Root Cause Analysis (RCA), Healthcare Failure Mode and Effect Analysis (HFMEA), and Administrative Board of Investigation (ABI) in presentation.
- UPDATED INFORMATION CONTAINED IN INCOMING AND OUTGOING MATERIALS, such as RCA Charter letter and other correspondence, into a dedicated database integrated into an official government website for internal preview. Data is stored and can be tracked using various search methods, i.e., by patient name, facility information, or type of incident.
- Drafted professional correspondences, edited reports, and reviewed reports, ensuring 100% accuracy before submitting information to senior management, and utilized various computer programs, i.e., Veterans Health Information System and Technology Architecture (VISTA), National Center for Patient Safety (NCPS), and Patient Incident Reporting (PIR), ensuring 100% accuracy of patient safety reports.
- ILLUSTRATED THE ABILITY TO INDEPENDENTLY COMMUNICATE IN WRITTEN AND ORAL COMMUNICATION to a diverse group of professionals within and with professionals from other outlining facilities. Proactively taking the initiative to respond to their inquiries, researching and providing information to meet deadlines.
- Developed and articulated issues and communicated to various audiences regarding the National Patient Safety Goals dashboard, falls monthly dashboards, proactively providing timely responses to inquiries and research requests, and providing information both orally and in writing to meet deadlines.
- SERVED AS A TALENT MANAGEMENT SYSTEMS (TMS) administrator for patient safety and quality service values and developed training slides for the RCA Suicide data. Provided training to Mental Health Management on RCA Suicide database and data collection.
- Collaborated with Patient Safety staff to prepare education, training, and support materials for various Patient Safety activities.
- UTILIZED CONCUR TO PREPARE LOCAL AND DOMESTIC TRAVEL for the office staff; ensure smooth travel arrangements, answer all inquiries, and address all conflicts and issues professionally and accordingly.
- Assisted the department manager and budget analyst with forecasting, executing, and reconciling the department travel budget and establishing blanket purchase agreements (BPA's) with vendors.
- Utilized VISTA to process employees' time and attendance, addressing all discrepancies accurately and promptly before being approved by senior management.
- EVALUATED THE ACCURACY OF GATHERED DATA by using techniques such as interviews and extensive data research to be utilized in management research studies to address and provide solutions to new and emerging management problems.
- UTILIZED EXCEL TO DEVELOP STATISTICAL REPORTS, evaluate data, creating and preparing a variety of recurring analytical reports and documents (i.e., Falls & Medications spreadsheets & Dashboards, Patient Safety Committee PowerPoint presentations, and reports). Reports are used to provide adequate information on internal operations at departmental meetings.
- Prepared patient safety reviews to communicate investigations and findings to help make recommendations for improvements in patient safety policy and procedures and the quality management program.
- ASSISTED KEY STAFF IN THE DISSEMINATION of the National Patient Safety Goals, Sentinel Event Alerts, preparation of external surveys (i.e., Joint Commission, Inspector General, and VISIN), and the coordination of national safety alerts and recalls.
Education
Master of Business Administration -
Keller Graduate School of Management at DeVry
Manassas, VA01.2014
Master of Public Administration - Healthcare Management
Keller Graduate School of Management at DeVry
Bethesda, MD01.2012
Bachelor of Science - Technical Management
DeVry University
Henderson, NV01.2010
Skills
- Knowledgeable in Microsoft Programs (Word, Excel, PowerPoint, Visio, Microsoft Access, SharePoint, Outlook, and Power BI)
- Knowledgeable of a variety of government systems (ie,Veteran Health Information System and Technology Architecture (VISTA), Composite Health Care System (CHCS) I and II)
- Knowledgeable in the integrated Time and Attendance System (ITAS), and Concur for WebTA for time and attendance
- Customer service
- Data entry
- Attention to detail
- Recordkeeping and file management
- Office administration
- Documentation and reporting
- Decision-making
- Administrative support
- Team building and leadership
- Team collaboration
- Personable and approachable
- Data confidentiality
- Scheduling
- Work Planning and Prioritization
Timeline
Human Research Protection Program Specialist/Institutional Review Board (IRB) Administrator and Assistant USMC HRP Program Manager
Quantico Marine Base
08.2019 - Current
Customer Service Generalist – Charlottesville
Department of Motors Vehicles
03.2019 - 07.2019
Program Analyst (Patient Safety/Quality Management Services)
Department of Veteran Affairs
06.2016 - 02.2019
Master of Public Administration - Healthcare Management
Keller Graduate School of Management at DeVry
Bachelor of Science - Technical Management
DeVry University
Master of Business Administration -
Keller Graduate School of Management at DeVry
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