JANE Doe (Federal Resume) OBJECTIVE ____________________________________________________________________________________________ I would like to secure a Staff Assistant opportunity at Michael E. DeBakey VA Medical Center (MEDVAMC); where I can improve my competencies and enhance my skills. This position will allow me to set goals and formulate effective action plans to efficiently communicate information between diverse personnel. I have in depth knowledge of fundamental administrative concepts, practices, and procedures. Also I have excellent communication skills, clerical/ customer service skills, and a track record for delivering results. This is a chance to fully utilize my administrative expertise and make a significant contribution to the success of my employer while striving for customer’s satisfaction. SUMMARY _____________________________________________________________________________________________ · Currently employed 3 years at the Michael E. DeBakey Veterans Affairs Medical Center; the fourth largest VA Hospital in the United States; employing over 5,000 employees. · Maintaining personal files of employees and documentation. · Ability to perform all administrative responsibilities including travel arrangements, copying, mailing, updating information, and filing. · Prompted to coordinate, schedule, and maintain listings. · Organized manager meetings, quarterly calls, and conference calls. · Effectively deal with insurance representatives and claim adjusters · Perform outbound calls to determinate nature and scope of patient's insurance coverage · Insure accuracy of in-house data and information as part of a carefully crafted system · Communicate and coordinate with internal departments · Ability to screen resumes submitted to company and post opening to job boards · plaining the policies, procedures, benefits, and what will be expected from them as new employees · Considerable ability to locate pertinent information and establish resources to resolve problems. · Ability to effectively balance multiple project deadlines while exceeding expectations. · Successfully addressing challenges using innovative approaches. · Ability to communicate and coordinate across departments of an organization · Use judgment to apply previous work experiences and principles for resolution of problems. · Communicates well orally and in writing. Great ability to convey ideas to various echelons of staff. · Outstanding ability to multi-task. · Ability to work well on teams that include diverse people/ skill sets also the ability work well independently and produce successful results. · Types 55/60 wpm · Computer proficiencies: Windows, MS Word, PowerPoint, Excel, NOVELL, PeopleSoft, PlanSmart, Outlook, and Lotus Notes (Same time) PROFESSIONALEXPERIENCE _____________________________________________________________________________________________ Lead Medical Support Assistant (GS-7 Promotion) July-Present Michael E. DeBakey VAMC-Hous ...

1. JANE Doe (Federal Resume)
OBJECTIVE
_____________________________________________________
_______________________________________
I would like to secure a Staff Assistant opportunity at Michael
E. DeBakey VA Medical Center (MEDVAMC); where I can
improve my competencies and enhance my skills. This position
will allow me to set goals and formulate effective action plans
to efficiently communicate information between diverse
personnel. I have in depth knowledge of fundamental
administrative concepts, practices, and procedures. Also I have
excellent communication skills, clerical/ customer service
skills, and a track record for delivering results. This is a chance
to fully utilize my administrative expertise and make a
significant contribution to the success of my employer while
striving for customer’s satisfaction.
SUMMARY
_____________________________________________________
________________________________________
· Currently employed 3 years at the Michael E. DeBakey
Veterans Affairs Medical Center; the fourth largest VA Hospital
in the United States; employing over 5,000 employees.
· Maintaining personal files of employees and documentation.
· Ability to perform all administrative responsibilities including

2. travel arrangements, copying, mailing, updating information,
and filing.
· Prompted to coordinate, schedule, and maintain listings.
· Organized manager meetings, quarterly calls, and conference
calls.
· Effectively deal with insurance representatives and claim
adjusters
· Perform outbound calls to determinate nature and scope of
patient's insurance coverage
· Insure accuracy of in-house data and information as part of a
carefully crafted system
· Communicate and coordinate with internal departments
· Ability to screen resumes submitted to company and post
opening to job boards
· plaining the policies, procedures, benefits, and what will be
expected from them as new employees
· Considerable ability to locate pertinent information and
establish resources to resolve problems.
· Ability to effectively balance multiple project deadlines while
exceeding expectations.
· Successfully addressing challenges using innovative
approaches.
· Ability to communicate and coordinate across departments of
an organization
· Use judgment to apply previous work experiences and
principles for resolution of problems.
· Communicates well orally and in writing. Great ability to
convey ideas to various echelons of staff.
· Outstanding ability to multi-task.
· Ability to work well on teams that include diverse people/
skill sets also the ability work well independently and produce
successful results.
· Types 55/60 wpm
· Computer proficiencies: Windows, MS Word, PowerPoint,
Excel, NOVELL, PeopleSoft, PlanSmart, Outlook, and Lotus
Notes (Same time)

3. PROFESSIONALEXPERIENCE
_____________________________________________________
________________________________________
Lead Medical Support Assistant (GS-7 Promotion)
July-Present
Michael E. DeBakey VAMC-Houston, TX
· Provides administrative support and staff assistance to
approximately 11 full-time employees.
· Responsible for coordinating, directing a wide variety of
administrative, technical, and clinic support in areas assigned.
· Monitors the Automated Call Distribution (ACD) system to
ensure that all clinic sites are fully covered.
· Provides continuous monitoring of the ACD system and
shifting of employee workloads to reduce the number of patient
calls in the call queue.
· Gives guidance to staff members to include changes in
policies and procedures.
· Provides input to the supervisor on performance, resolves
daily workplace issues and maintains efficient workflow.
· Creates and maintains employee work schedule.
· Provides on the job training for new and current employees.
· Interprets and verifies provider orders in accordance with the
VHA national scheduling guidelines.
· Schedules, cancels, re-schedules patient’s appointments and/or
consults.
· Performs basic eligibility, co-pays and pre-authorizations
requirements.
· Responsible for running reports on the Audio Care system,
Incomplete Encounter Reports, and consult reports.
· Completes clinic cancellations within the timeframe set forth
by the local facility.
· Responsible for making daily assignments for the Medical
Support Assistants (MSAs).

4. · Maintains memoranda/letters/reports for all staff to assure
accuracy and properly formatted. Arranges meetings, seminars
or conferences and attends meetings as requested by supervisor;
acts as the Recorder for all meetings
· Evaluate work and supply flow and to make analytical
recommendations of efficiency utilizing measurement tools,
flow charts, or other management processes to show
improvements needed.
Advance Medical Support Assistant/ OEF/OIF Clinic (GS-
5/6)October 2012-July 2012
Michael E. DeBakey VA Medical Center -Houston, TX
· Schedules new and established patient appointments;
· Tracks and facilitates completion of encounters and consults;
· Participates in team huddles and team meetings to manage and
plan patient care;
· Sets priorities and deadlines, adjusting the flow and
sequencing of the work to meet team and patient needs;
· Works with the team to reinforce the plan of care and self-help
solutions and entering appropriate information into the
electronic record;
· Monitoring pre-appointment requirements to assure readiness
for patient visit/procedure (e.g., X-ray, lab work);
· Manages electronic wait list to verify and validate accuracy
and resolve issues;
· Participates and provides input in problem solving on
operational issues or procedures in team meetings;
· Performs administrative follow up actions;
· Participates in and independently following up on team
huddles by sharing information and collaborating with the
medical team to assure continuity of care;
· Evaluates patient information and clinic schedule lists to
determine whether patient is vested;
· Gathers information and collects/compiles data to meet the
needs of the service;

5. · Educates providers about shared patients (those who receive
their care at multiple VAs or those who have care in the
community) and brings to the attention of the providers.
· Prepare paperwork for veterans and PCP
· Register new patient into the hospital
· Enrolling patient into myhealthevet
· Arrange transportation for patients
Administrative Assistant – THE WOODLANDS
June 2011 – January 2012 (Temporary)
Spherion Staffing Service/ Aon Hewitt
· Prompted to coordinate, schedule, and maintain listings.
· Organized manager meetings, quarterly calls, and conference
calls.
· Generated weekly team meeting schedule.
· Performed all administrative responsibilities including travel
arrangements, copying, mailing, updating information, and
filing.
· Handling all media and public relations inquires.
· Screen resumes submitted to company and post opening to job
boards
· Greet numerous visitors
· Created PowerPoint presentations used for business
development
· Designed electronic file system and maintained electronic and
paper files
Customer Service Benefits RepresentativeApril 2012 – July
2012 (Temporary
Spherion Staffing Service/Aon Hewitt-The Woodlands, TX
· Reconciling accounts for Medicaid and Medicare benefits
· Knowledge of PLAN SMART, NOVELL, OUTLOOK, LOTUS

6. NOTES & IMAGING SOFTWARE
· Answer a high volume of customer inquiries via telephone
· Answer/Resolve Customer Complaints
· Set appointments for Customers to talk with Benefits
Specialists about Medicare/Medicaid during open enrollment
period
· Rapidly learn and master varied computer software to assist
customers in a timely and efficient manner
· Complete daily reports for workload
· Excellent communication and presentation skills via phone
· Updating various Excel spreadsheets for employee benefits
and various company related spreadsheets.
· Producing a monthly company newsletter.
Houston Independent School District
January 2012 –October
Substitute Teacher-Houston, TX
· Taught 11th & 12th Grade classes consistently which consist
of 20 – 30 students per semester term
· Developed and used syllabus and course information materials
for each course, laboratory, or clinical setting within state,
college, and department guidelines.
· Reviewed, evaluated and recommended student learning
materials
· Maintained excellent working relationship with Principal,
Vice Principal, and other staff members.
· Maintained high standards of competence in the discipline(s)
and teaching methodologies through professional development
activities
· Always demonstrated sensitivity to the needs of students,
faculty, and staff from a variety of backgrounds.

7. Customer Service Representative June
2010 – May 2011
ACS Call Center (Sprint)-Houston, TX
· Responded to telephone inquiries and complaints using
standard scripts and procedures.
· Gathered information, researches/resolves inquiries and logs
customer calls.
· Communicated appropriate options for resolution in a timely
manner.
· Informed customers about services available and assesses
customer needs.
· Provided functional guidance, training and assistance to lower
level staff.
· Provided assistance, training and troubleshooting support to
lower level staff.
· Scheduled work to ensured accurate phone coverage; monitors
priority of calls and shifts escalated calls to assure resolution to
problems.
· Prepared standard reports to track workload, response time
and quality of input.
· Assisted in planning and implementing department goals and
makes recommendations to management to improve efficiency
and effectiveness.
· All other duties as assigned.
Long term Substitute Teacher
2009 – 2012
Pasadena Independent School District- Pasadena, TX
· Taught 9th – 12th in all subjects and other duties as assigned.
2004
Volunteer Services – Dental Clinic
2004
Michael E. DeBakey VA Medical Center –Houston, TX
· Assisted with administrative duties, answered phones, filed,
and other duties as assigned.

8. EDUCATION_________________________________________
____________________________________________________
Capella University- ONLINE
Doctor of Health Administration, Graduation – 03/2015
Major: Health Administration
Specialization: Health Care Leadership
Coursework
· Innovative Business Practices in Health Care
· Financial Management in Health Care
· Health Care Policy Processes
· Contemporary Leadership Roles in Health Care
· Strategic Vision and Planning in Health Care
· Evidence-Based Leadership in Health Care
· Evidence-Based Research Methods
Capella University - ONLINE
Masters in Health Administration, Graduate – March 2012,
GPA: 3.87
Major: Health Administration
Specialization: Health Care Operation
Coursework
· Healthcare Planning & Marketing
· Medical Terminology
· Human Resources in Healthcare Administration
· Principles of Management
· Behavioral Statistics
· Essentials of Managed Care
· Physician Group Practice Management
· Healthcare Policy & Ethics
· Hospital Operations
· Medical Reimbursement
· Organizational Behavior
· Health Information Systems

9. · Legal Dimension of Healthcare Administration
· Interpersonal Professional Communication
· Quality Improvement & Risk Management
Texas Southern University – Houston, TX
Bachelor of Arts
Major: Psychology – Graduate 2009, GPA: 3.80
Minor: Mathematics and Biology
Coursework
· Introduction to Philosophy
· General Psychology
· Child Psychology
· Elementary Statistics
· Educational Psychology
· Psychology of Learning
· Vocational and Industrial Psychology
· Adolescent Psychology
· Experimental Psychology
· Psychological Testing and Measurement
· Social Psychology
· Abnormal Psychology
· Mental Health
· Psychology of Personality
· Independent Study in Psychology
References Available Upon Request
1
Management and Program Analysis Series, GS-0343 TS-98
August 1990

10. Position Classification Flysheet for
Management and Program Analysis Series,
GS-0343
Table of Contents
SERIES
DEFINITION...........................................................................
......................................................... 2
EXCLUSIONS
...............................................................................................
................................................ 2
OCCUPATIONAL INFORMATION
............................................................................. ..................
................ 3
TITLES
...............................................................................................
........................................................... 5
GRADING
POSITIONS............................................................................
..................................................... 5
U.S. Office of Personnel Management 1
Management and Program Analysis Series, GS-0343 TS-98
August 1990

11. SERIES DEFINITION
This series includes positions that primarily serve as analysts
and advisors to management on the
evaluation of the effectiveness of government programs and
operations or the productivity and
efficiency of the management of Federal agencies or both.
Positions in this series require
knowledge of: the substantive nature of agency programs and
activities; agency missions,
policies, and objectives; management principles and processes;
and the analytical and evaluative
methods and techniques for assessing program development or
execution and improving
organizational effectiveness and efficiency. Some positions
also require an understanding of
basic budgetary and financial management principles and
techniques as they relate to long range
planning of programs and objectives. The work requires skill
in: application of factfinding and
investigative techniques; oral and written communications; and
development of presentations
and reports.
This standard supersedes the standard for the Management
Analysis Series, GS-0343, issued
February 1972 (TS-9) and the standard for the Program Analysis
Series, GS-0345, issued
October 1965 (TS-58).
EXCLUSIONS
1. Positions primarily engaged in conducting, supervising, or
managing the line program
activities or functions of the employing agency. Depending on
the specific knowledges and

12. skills required, such positions should be classified either in the
appropriate subject-matter series,
the Program Management Series, GS-0340, or the Miscellaneous
Administration and Program
Series, GS-0301.
2. Analytical positions which have as their paramount
qualification requirement specialized
subject-matter knowledge and skills equivalent to those required
of a fully-trained employee in
the particular subject-matter occupations. Such positions
should be classified in the appropriate
specialized series, or if none is established, in the
Miscellaneous Administration and Program
Series, GS-0301.
3. For other excluded work, see the classification standards for:
Information Technology Management Series, GS-2210;
Management Clerical and Assistance Series, GS-0344;
Budget Analysis Series, GS-0560;
Industrial Engineering Series, GS-0896;
Financial Analysis Series, GS-1160; and
Operations Research Series, GS-1515.

13. U.S. Office of Personnel Management 2
http://www.opm.gov/fedclass/gshbkocc.pdf
http://www.opm.gov/fedclass/gs0301.pdf
http://www.opm.gov/fedclass/gs0301.pdf
http://www.opm.gov/fedclass/gs0301.pdf
http://www.opm.gov/fedclass/gs0301.pdf
http://www.opm.gov/fedclass/gs2200a.pdf
http://www.opm.gov/fedclass/gs0344.pdf
http://www.opm.gov/fedclass/gs0500pa.pdf
http://www.opm.gov/fedclass/gs0896.pdf
http://www.opm.gov/fedclass/gs1160.pdf
http://www.opm.gov/fedclass/gs1515.pdf
Management and Program Analysis Series, GS-0343 TS-98
August 1990
OCCUPATIONAL INFORMATION
This series includes positions formerly classified in the
Management Analysis Series, GS-0343,
and the Program Analysis Series, GS-0345. This new series
combines in one occupation
positions which perform similar duties and require many of the
same, or closely related,
knowledges and skills. The intent in establishing this series is
to cover staff administrative
analytical and evaluative work related to program operations,
and management and
organizational efficiency and productivity. Staff positions
which require full competence in a
particular specialized or subject-matter field for satisfactory
performance of the work are
excluded from this series.

14. The work of this occupation is typically performed in a staff
capacity in that the results of the
work support the accomplishment of the principal mission or
line program(s) of the agency or
organizational component in which the positions are located. In
some cases, particularly in the
larger agencies, the distinction may not always be readily
apparent. For example, the mission or
line work of an organizational component may be the
development of staffing standards to be
used throughout the agency. Positions involved in this work
may be considered as performing
the line work of the immediate organizational component.
However, since the results of the
work (i. e., the staffing standards) support accomplishment of
the overall programs and mission
of the agency, the positions are in fact performing staff work
for the agency.
Positions in this series serve as staff analysts, evaluators, and
advisors to management on the
effectiveness and efficiency with which agencies and their
components carry out their assigned
programs and functions. Such positions may be found at any
organizational level within Federal
agencies. The primary purpose of the work is to provide line
managers with objectively based
information for making decisions on the administrative and
programmatic aspects of agency
operations and management. Positions in this series are
concerned with a wide variety of
assignments. Listed below are some illustrations of the nature
of the work and the intended
coverage of this series. This list should not be considered as a
definitive catalog of all of the
specific kinds or combinations of work performed by positions

15. in this series.
- analyzing and evaluating (on a quantitative or qualitative
basis) the effectiveness of line
program operations in meeting established goals and objectives;
- developing life cycle cost analyses of projects or performing
cost benefit or economic
evaluations of current or projected programs;
- advising on the distribution of work among positions and
organizations and the appropriate
staffing levels and skills mix;
- advising on the potential benefits/uses of automation to
improve the efficiency of
administrative support or program operations;
- evaluating and advising on the organization, methods, and
procedures for providing
administrative support systems such as records,
communications, directives, forms, files, and
documentation;
U.S. Office of Personnel Management 3
Management and Program Analysis Series, GS-0343 TS-98
August 1990
- researching and investigating new or improved business and
management practices for
application to agency programs or operations;

16. - analyzing management information requirements to develop
program or administrative
reporting systems including the systems specifications, data
gathering and analytical techniques,
and systems evaluation methodology;
- analyzing new or proposed legislation or regulations to
determine impact on program
operations and management;
- developing new or modified administrative program policies,
regulations, goals, or objectives;
- identifying data required for use in the management and
direction of programs;
- developing data required for use in the management and
direction of programs;
- developing management and/or program evaluation plans,
procedures, and methodology;
- conducting studies of employee/organizational efficiency and
productivity and recommending
changes or improvements in organization, staffing, work
methods, and procedures;
- developing procedures and systems for establishing, operating,
and assessing the effectiveness
of administrative control systems such as those designed to
prevent waste, loss, unauthorized
use, or misappropriation of assets;
- performing management surveys to determine compliance with
agency regulations, procedures,
sound management practices, and effective utilization of staff;

17. - developing workload based staffing standards to determine
organizational manning levels;
- analyzing and evaluating agency functions and activities being
considered for conversion to
contract operations;
- identifying resources (staff, funding, equipment, of facilities)
required to support varied levels
of program operations;
- reviewing administrative audit and investigative reports to
determine appropriate changes or
corrective action required;
- analyzing and evaluating proposed changes in mission,
operating procedures and delegations of
authority.
U.S. Office of Personnel Management 4
Management and Program Analysis Series, GS-0343 TS-98
August 1990
TITLES
Nonsupervisory positions primarily concerned with analyzing,
evaluating, and/or improving the
efficiency of internal administrative operations, organizations,
or management are titled
Management Analyst.

18. Nonsupervisory positions primarily involved in planning,
analyzing and/ or evaluating the
effectiveness of line or operating programs are titled Program
Analyst.
Positions which involve a mix of these functions, where neither
is predominant are titled
Management and Program Analyst.
Agencies may supplement the basic position titles by adding
parenthetical titles, where
necessary, to identify duties and responsibilities which reflect
specific knowledge and skills
required in the work.
Supervisory is prefixed to the title of positions which meet the
criteria in the General Schedule
Supervisory Guide. (In Department of Defense components,
titling instructions in other guides
should be used.)
Management Analysis Officer, Program Analysis Officer, and
Management and Program
Analysis Officer titles are established for positions which have
responsibility for establishing,
planning, and directing programs in their respective functional
specializations.
GRADING POSITIONS
Nonsupervisory positions at grade GS-9 and above are evaluated
by reference to the
Administrative Analysis Grade Evaluation Guide. Due to the
diversity of assignments in this
occupation, users should not seek a one-to-one correspondence

19. between the duties of a particular
position and the factor level descriptions and work illustrations
in the guide. Instead, users
should strive to match the intent of the various factor levels and
seek to locate concepts and
examples which are comparable.
For trainee and developmental positions GS-5 and GS-7, follow
the guidance provided in the
Administrative Analysis Grade Evaluation Guide.
Evaluate supervisory positions by the criteria in the General
Schedule Supervisory Guide. (In
Department of Defense components, criteria in other guides
should be used.)
U.S. Office of Personnel Management 5
http://www.opm.gov/fedclass/gssg.pdf
http://www.opm.gov/fedclass/gssg.pdf
http://www.opm.gov/policy-data-oversight/classification-
qualifications/classifying-general-schedule-
positions/functional-guides/gsadmn.pdf
http://www.opm.gov/fedclass/gssg.pdfSERIES
DEFINITIONEXCLUSIONSOCCUPATIONAL
INFORMATIONTITLESGRADING POSITIONS
Sample Only – from me
Job Title: Patient Representative
Department: Department Of Veterans Affairs
Agency: Veterans Affairs, Veterans Health Administration
Job Announcement Number: JP-16-KMR-1534210-BU
Knowledge Skills and Ability KSA’s
_____________________________________________________
___________________________________

20. Competency 1: Knowledge of patient rights and responsibilities
in a health care setting to coordinate reviews of service process
and patient rights/responsibilities program.
The Patient Representative is a critical position in the office of
the Deputy Director and the bearer holds the task of providing
technical and administrative support. The job requires an
understanding of the services and the overall orientation. The
core competencies necessary to effectively manage the
challenges associated with the occupation is the ability to
institute proper investigations into complaints recorded by the
customers. The investigation of the complaints further includes
notifying the necessary services on the need for a given
response to the complaints in order to address those best. In
addition to working with the necessary services to develop
actions to correct the situation, the position further entails the
ability to report to the patients the measures taken to address a
given complaint. At this point, it is further critical to monitor
the effectiveness of the said measures. To sum up the
complaint, competence in composing reports of patients,
description and documentation of the complaints, and analysis
of the data is critical to the task obligations.
Competency 2: Ability to assist and support patients with
complex issues; often requiring coordination with various
services in a Medical Center.
The Patient Representative must further understand the
significance of comprehending the institution’s mission,
policies, procedures and the services available to the clients.
This is necessary in order to render quality service to the
patients. Furthermost, it is imperative understand the
significance of appreciating the patients and acknowledging
them as being important stakeholders in the whole
establishment. In this regard, the need to nurture and maintain
good relationships with the patients and other guests is
paramount.
Maintaining records, interpreting the data, compilation of
records and tracking the data in order to make critical decision-

21. making is a key competence. The bearer must be detail-oriented,
and demonstrate ability to keep the data of the patients in a
safe, organized and logical manner. Well maintained data is
critical for making decisions that include reporting on the
progress. Documentation of the reports at the end of the terms,
say annual or biannual, is a result of well-kept data and records.
The significance of the reports is that it allows for the
categorization of the various patient inquiries. Reporting further
helps to make sense of the various aspects of the health
organization
As stated above, the Patient Representative must provide the
missing link in the organization, both technical and support. In
the Consumer Affairs Office, addressing the core aspects of the
medical process involves helping handle the immediate
problem. In this regard, the incumbent must have the ability to
handle patient will enable me assist in the facilitation of
medical emergency treatment plans. Facilitating this process
will require the proper gathering and provision of social,
financial and the details pertaining to the medical history to the
relevant staff.
Other critical competencies include the basic office keeping and
record management. Maintaining correspondence with clients
and other stakeholders include receiving and making calls, and
the analysis of the information to be rendered. Office keeping
includes managing the overall office requisitions and supplies
that allow the health facility to gain critical resources in order
to operate effectively. At the same time, overall flexibility in
the line of duty is a critical competence that is needed in this
kind of organization due to the diverse nature of tasks that need
to be handled.
Competency 3: Ability to communicate orally with individuals
from diverse backgrounds.
Effective communication is vital to enhancing knowledge and
understanding among individuals from different educational and
socio-economic backgrounds. As a matter of fact, it is the key

22. to ensuring that conflicting opinions are managed effectively
and at the same time ensuring that conflicts are resolved
amicably. My oral communication skills are excellent since I
communicate in a tactful, courteous and respectful manner. For
instance, in my previous job position, I was the primary liaison
between the management division and the employees. My
primary goal was to ensure that all the employees were well-
informed of the benefits provided by the federal government.
Moreover, I communicate on a daily basis with groups and
individuals from diverse backgrounds. Principally, my main
objective is to be a proactive individual with regard to adequate
employee follow up. In my communication, I strive to display
professionalism, sympathy and empathy as it relates to the
subject matter. By effectively communicating with employees, I
facilitate the realization of conflict-free workgroups in the
Veterans Affairs Administration Hospital so as to improve
workplace civility.
Additionally, I can adequately deal with sensitive and
controversial situations and issues. For example, as a human
resource assistant, there was a raging conflict on employee
vetting approach to use. I was in the center of this conflict and
in order to resolve it, I presented my co-workers with the
recommended guidelines for screening applicants.
Good communication skills are crucial requirements of a human
resource specialist. My abilities to clearly communicate their
ideas and findings orally, in written proposals and reports so as
to aid the understanding of other people. Principally, the
analysts should effectively communicate meaningful
information about the details to business units and/or managers.
Most significantly, they should keep the management and all the
relevant departments informed of the status of projects and
activities.
Moreover, I should ensure that regular communication occurs
based on the needs of the project or the individual. When the
information presented is unclear, they should elaborate and
clarify communication to the level of the audience for the

23. benefit of the intended audience by utilizing creative methods
such as analogies and visuals to communicate complex ideas.
Verbal/written communication skills for the past 10 years, I’ve
communicated with individuals at all levels of
management/leadership in my Undergrad, Masters, and
currently Doctoral Programs. In my present position, I handle
frequent telephone calls, written and face-to-face inquire, and
maintain continuous personal contact with a wide variety of
individuals. I am currently involved in work-related inquires to
compose letters/reports, assisting customers with MyHealtheVet
enrollment, and other duties as assigned. I establish and
maintain the office administrative filing system in accordance
with Agency and Departmental.
I strive for customer satisfaction by providing world class
treatment to all in accordance to the VA missions. I
consistently communicate and treat customers (veterans, their
representative, visitors and all VA staff) in a courteous, tactful,
and respectful manner. I provide the customers with reliable
information according to established policies and procedures.
Although the knowledge offered is not limited to healthcare, my
team building capability has grown tenfold. My conflict
resolving skills have been of help in liaising with the healthcare
authorities of various capacities and levels. I handle conflict
and problems by dealing with the customer appropriately and
constructively.
My Bachelor of Arts (Psychology) and Masters in Healthcare
Administration degrees included coursework in healthcare,
technical writing , and speech which has given me the
foundation for effectively communicating with people from
diverse backgrounds to meet the organizational goals of the
department.
Through healthcare leadership transformation, execution, and
people coincide with my personal statements we both seek to
change leadership, develop interpersonal understanding, and
became aware of the community around us. By providing
quality care, being the hospital of choice, and thinking outside

24. the box promotes solutions to problems that defy biological,
genetic, or biochemical solutions. In order, to become effective
organization you have to grasp the problems that demand new
thinking, innovative approaches, and values one of which is the
implementation of exceptional management.
Competency 4: Ability to coordinate, plan, set priorities, and
establish deadlines to meet the goals of an organization
t is the mandate of a Patient Representation to perform
operations on a collected data with the view of generating a
suitable report for use in decision-making. In this case, the
person should gather, clean, organize, and perform standards
without being bias. This should take place in an independent
manner. Such data can critically benefit an organization,
especially in achieving its objectives and targets. In most cases,
the patient representative assist with evaluations to ascertain if
it is working to achieve its target goals to full all patient needs
and quality of healthcare services to all American Veterans.
Therefore, the participants in such a setup must be well armed
with the knowledge of data analysis by both use of manual and
computer software.
I can effectively plan, organize and prioritize my assigned tasks
based on their value and potential risks in order to ensure that I
accomplish a number of deadlines. Basically, priority issues
have a high value and have a greater risk if not completed on
time. In order to accomplish this, I set a time planner with
priority issues on top and with the less prioritized activities at
the bottom. As a matter of fact, prioritization plays a key role in
ensuring that issues of great importance are completed on time
while the rest can be done later.