Antonio Lopez has over 10 years of experience in management and administrative roles within the South Texas Veterans Health Care System (STVHCS) in San Antonio, TX. He is currently a Supervisory Management Analyst overseeing clinic access management, systems redesign, and performance measurement for STVHCS medical services. Previously, he served as a Management Analyst and Management/Program Assistant with increasing responsibilities in areas such as telemental health program management, performance reporting, and facilities management. He has received several awards and recognition for his work assisting veterans.

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Antonio Lopez
Accomplishments
 STVHCS Directors Star – Good Samaritan, Heroic Actions ▪ 2015
 STVHCS Employee of the Quarter, 3rd Quarter ▪ 2013
 STVHCS Directors Star – Exceptional Responsiveness to a Customer in Crisis ▪ 2008
 STVHCS Certificate of Appreciation – National Salute to Veterans ▪ 2007
Professional Experience
Supervisory Management Analyst – South Texas Veterans Health Care System (STVHCS), San
Antonio, TX ▪ November, 2015 – Present
 Series: 0343 – Grade: 11, Full-time, 40 hours
 I currently serve as the Supervisory Management Analyst for Clinic Access Management,
Systems Redesign and Performance Measurement (PM) for the STVHCS Medical Service,
working under the Administrative Officer and the Chief for Medical Service. The duties and
responsibilities of this position involve administrative and management, planning support for the
medical services and the subspecialty clinics with respect to clinic access and performance
management.
 I analyze and evaluate the efficiency and effectiveness of the multiple program operations of
Medical Service.
 Provide senior leadership with my findings and recommend ways to improve the effectiveness
and efficiency of work operations in Medical Service.
 Advise the Administrative Officer, Chief Medical Service, and senior leadership on the impact of
changes proposed and how they will affect other services and the patients served, insuring that
patient care is no adversely impacted.
 In my Systems Redesign and Performance Measurement Manager capacity I am responsible for
tasks assigned by the Administrative Officer and the Service Chief. Administrative
responsibilities include monitoring of service specific Performance Measures, Clinic Access, the
Consult and Encounters processes, assist in identifying clinical personnel needs, Patient
Satisfaction, Patient Flow and will provide data for Service Strategic Business Planning for sub
specialties in both the inpatient and outpatient settings.
 As supervisor, I plan work to be accomplished by subordinates, set and adjust short-term
priorities, and prepare schedules for completion of work; assign work to subordinates based on
priorities, selective consideration of the difficulty and requirements of assignments, and the
capabilities of employees; evaluate work performance of subordinates; Give advice, counsel, or
instruction to employees on both work and administrative matters.
 I hear and resolve complaints from employees, referring group grievances and more serious
unresolved complaints to a higher level supervisor or manager, as well as conduct fact findings
and resolutions for patient complaints; effect minor disciplinary measures, such as warnings and
reprimands, recommending other action in more serious cases; identify developmental and
training needs of employees, providing or arranging for needed development and training; find
ways to improve production or increase the quality of the work directed.
 I have to be very familiar with the consult management process and encounters completion to
ensure that clinical staff follows business rules in managing consults, capturing workload, and
take the necessary corrective actions to resolve any issues.
 Under the direction of the Administrative officer or Service Chief, I assist the Medical Service in
negotiating, planning, implementing, and monitoring all Systems Redesign and Performance
Measurement programs that affect Medical Service.

2.  Assists supervisors, faculty, and staff in projecting needed changes based on data and
recommends appropriate actions to improve performance to include disciplinary actions,
performance counseling of the Medical Service. This position requires administrative training,
with knowledge of Systems Redesign, Performance Measurement, Customer Satisfaction, data
management, MAS, patient scheduling & eligibility, and financial management In addition,
knowledge of lean management is highly desirable.
 I serve as a first line approving authority for supply, equipment, FCP requests. I manage
equipment inventory for the subspecialty clinics to include replacement of damaged or outdated
equipment, as well as placement and acquisition of new equipment orders.
 Assess some of Medical Service space needs and prepare the necessary documentation in
accordance with senior leadership and Facility Planner guidelines. I also manage all moves and
coordinate construction projects that affect clinical operations.
 Manage clinics by enforcing policies and Joint Commission standards. I stay abreast of relevant
VA policies and procedures and initiate all appropriate and necessary actions, to include
ensuring all subspecialty clinic supervisors and section chiefs are trained in all relevant facility
and service policies, and identify the need to develop new policies.
 Ensure clinics are maximally utilized and that clinical performance measures are met, to include
clinic wait times, missed opportunity rates, electronic wait lists, and consult response times. In
addition, incumbent will ensure clinical encounters and consults for all clinical sections are
managed timely.
 Must comprehend and complete within designated time periods various quantitative and
qualitative reports, budget statements, DSS labor mapping surveys and any other similar reports
required by the VISN, VACO, the Medical Center Director, the Administrative Officer for Medical
Service or the Service Chief.
Management Analyst – STVHCS, San Antonio, TX ▪ July, 2013 – November, 2015
 Series: 0343 – Grade: 09, Full-time, 40 hours
 Was responsible for tasks assigned by the Associate Chief of Staff (ACOS) and the Health
System Specialist (HSS) for the Mental Health Product Line (MHPL).
 Duties and responsibilities involved administrative and management support for the Psychiatry
and Psychology Service Chief and their respective Service’s.
 Knowledgeable of Systems Redesign, Performance Measurement, Customer Satisfaction, data
management, MAS and patient scheduling & eligibility.
 Served as the principle advisor to the MHPL as the Telemental Health Program Manager for all
Telemental Health and appointed to manage our three Rural Area Telemental Health contracts
as Contracting Officer Representative (COR)
 Prepared the procurement packages to include statement of work, market research and quality
monitors and document contractor’s performance in accordance with requirements.
 Maintained certifications as a COR, PIV Manager/Sponsor and Talent Management System
(TMS) administrator to track and assist with mandatory training requirements.
 Monitored the Invoice Payment Processing System and approve orders as needed to ensure
that vendors are paid in acceptable performance in a timely manner.
 Managed equipment inventory for the Telemental Health program to include replacement of
damaged or outdated equipment, as well as placement and acquisition of new equipment orders.
 As the Telemental Health Manager, planed work to be accomplished by subordinates, set and
adjust short-term priorities, and prepare schedules for completion of work; assign work to
subordinates based on priorities, selective consideration of the difficulty and requirements of
assignments, and the capabilities of employees.
 Found ways to improve production or increase the quality of the work directed.
 Assessed all MHPL space needs and prepare the necessary documentation in accordance with
senior leadership and Facility Planner guidelines.
 Managed all moves and coordinate construction projects that affect clinical operations.

3.  Stayed abreast of relevant VA policies and procedures and initiate all appropriate and necessary
actions, to include ensuring all Telemental Health clinicians are trained in all relevant facility and
service policies pertaining to Telemental Health, and identify the need to develop new policies.
 Ensured clinics are maximally utilized and that clinical performance measures are met, to include
clinic wait times, missed opportunity rates, electronic wait lists, and consult response times.
 Articulate in writing all requests, memos, presentations, and correspondence to other services as
needed. Conduct fact finding inquiries for patient complaints and prepare required congressional
responses that are reported to MHPL leadership.
 I also accomplished other duties as assigned.
Management/Program Assistant – STVHCS, San Antonio, TX ▪ August, 2009 – July, 2013
 Series: 0344 – Grade: 07, Full-time, 40 hours
 Served as a Management/Program Assistant to the Chief of the Domiciliary Care for Homeless
Veterans Program (DCHV).
 Work independently to organize office procedures, by identifying required resources, and
devising actions to improve and meet the goals and objectives of the organization, such as
records, directives, mail, or forms management systems.
 Primary function was to perform the routine, procedural, or standard assignments that support
program management functions. I would perform many different kinds and combinations of work
at different organizational levels.
 Maintain, gather, and compile information, maintains occupancy records levels, i.e., vacancies
related to the programs requiring residential support and maintenance logs and records related
to facility operations.
 Serve as the onsite ADPAC and perform official duties as the COR for the facility and
management contract.
 Prepare charts, graphs, and narrative information for management of programs that are required
of the service chief and administrative office for upper management.
 Understand and create organizational charts and understand the principles of management, in
order to perform work required by the Service Chief and Administrative Officer.
 Compile input for the service and service line business plan.
 Perform resource management duties in support of the MHPL through surveys and other types
of analysis, critically reviews requirements and problems and prepares reports that aid the
Service Chiefs / Director and Administrative Officer in making recommendations.
 Prepares input for and executes and/or tracks program specific information, such as occupancy
rates, the Balanced Score Card, and patient satisfaction surveys.
 Identify and recommend ways of eliminating, combining, simplifying or improving procedures and
processes. This includes studying, and reporting on possible improvements to the
organizational structure, process, and workflow, and in the use of staff, funding and other
resources.
 Assist professional staff and handles administrative functions for the facility.
 Distribute patient satisfaction information, surveys, compiles data, and analyzes results.
 Knowledgeable in STVHCS procedures for presenting various reports such as format
requirement for score cards, memorandums and other written correspondence, budget
preparation, and monthly workload data preparation.
 Review directives and to determine the ability of the MHPL to provide necessary data and to
eliminate conflict, overlap and duplication and ensure only current accurate material is
presented.
 Skilled in compiling readily available data from a variety of sources and have ability to recognize
and correct obvious discrepancies and data omission.
 Perform searches of historical files for readily available information such as recent staff or
function changes, organizational charts, mission and function statements, and position
descriptions.

4.  Serve as the recorder for the Villa Serena Mental Health Residential Rehabilitation Treatment
Program Management Council, prepare minutes, and represent the interests for the Mental
Health Service Line.
 Perform duties associated with occupational health and safety, fire safety, and environmental
management normally expected of an individual responsible for the oversight of a facility.
 Communicate and coordinate facility requirements with various administrative staff such as
Engineering, Environmental Services, and the Office of Information Technology.
 Coordinate with Human Resources and Fiscal Service on behalf of the Mental Health Service
Line as required.
 Skilled typist and possess excellent written and oral communication skills
Program Support Assistant – STVHCS, San Antonio, TX ▪ July, 2007 – July, 2009
 Series: 0303 – Grade: 05, Full-time, 40 hours
 In this position I served as the Primary Automated Data Processing Application Coordinator
(ADPAC) for Social Work Service, South Texas Veterans Health Care System (STVHCS).
 I obtained knowledge of technical system design and maintenance principles through countless
encounters with system users that experience problems. Information Technology Service (IT)
staff helped me correct any of the problems that I couldn't resolve on my own account.
 I served as a back-up and primary time keeper for Social Work Service.
 Social Work Service’s point of contact for issues regarding VetPro, VPN, Citrix Client, VistA,
CPRS, all Microsoft Office and Windows programs, Tempo, Learning Management System, and
all other automated data-processing (ADP) equipment.
VA Work Study – STVHCS, San Antonio, TX ▪ March, 2004 – June, 2007
 Part-time, 18 hours
 Services I performed under the VA work-study program were related to VA administrative work
 Drafting/processing VA paperwork at offices, filing, performing outreach services under the
supervision of a VA employees
Combat Engineer – U.S. Army, Fort Hood, TX ▪ July, 2000 – September, 2003
 I was an active duty soldier who performed a variety of military engineering duties such as
bridge-building, laying or clearing minefields, demolitions, field defenses and general
construction, as well as road and airfield construction and repair. I was also trained to serve as
infantry personnel in defensive and offensive operations. A combat engineer's duties are
devoted to tasks involving facilitating movement of allied forces and impeding those of enemies.
Software Skills
VSSC, Pyramid Analytics, STVHCS Morning Dashboard , LEAF, eCMS, WebHR, PIV Portal, CA
Help Desk Ticket, TMS, ARCP, VistA, Visual Aid, Invoice Payment Processing System, Microsoft
Office, Microsoft Lync
Job Related Training
Contract Officer Representative (COR) Training ▪ April 2015
Lean Six Sigma Yellow Belt Training ▪ November 2014
Leadership, Effectiveness, Accountability, Development (LEAD) Program ▪ June 2014
CARF Accreditation Training ▪ June 2013
PIV Sponsor Training ▪ November 2011
Training Management System (TMS) Administrator ▪ June 2011
Automated Data Processing Applications Coordinator (ADPAC) ▪ July 2007

5. Education
Bachelor’s Degree – Business Management
University of Texas of San Antonio, San Antonio, TX ▪ 2012
Associate’s Degree – Science
San Antonio College, San Antonio, TX ▪ 2006
Associate’s Degree – Arts
San Antonio College, San Antonio, TX ▪ 2006

6. References
Julianne Flynn, MD – Chief of Staff, Office of the Chief of Staff
(210) 617-5300, ext.15176 ▪ julianne.flynn@va.gov
Deborah Baruch-Bienen, MD – Chief, Medicine Service
(210) 617-5120 ▪ deborah.baruch-bienen@va.gov
Karla Strawn – Administrative Officer, Medicine Service
(210) 617-5300, ext. 15385 ▪ karla.krueger@va.gov
Chad Fite – Supervisory Management Analyst, Medicine Service
(210) 617-5300, ext. 16009 ▪ chad.fite@va.gov
Amjed Baghdadi – Chief, Quality Management
(210) 617-5205 ▪ amjed.baghdadi@va.gov
Nicole Braida, MD – Associate Chief of Staff, Mental Health Product Line
(210) 617-5300, ext. 15825 ▪ nicole.braida@va.gov
Carolyn Aragon – Health System Specialist, Mental Health Product Line
(210) 393-1627 ▪ carolyn.aragon@va.gov
Thomas Yackevicz – Acting Facility Planner, Acting EA to Assistant Director
(210) 379-5959 ▪ thomas.yackevicz@va.gov
Tera Moore – Associate Chief, Clinical Pharmacy Programs
(210) 274-8243 ▪ tera.moore@va.gov
Richard Hernandez – Chief, Sys/Net, OI&T
(210) 857-2933 ▪ richard.hernandez@va.gov
Agapito Lambert – Chief, Safety Service
(210) 386-2902 ▪ agapito.lambert@va.gov
Maria Esquivel – Personnel Security Specialist/Alt PCI Manager
(210) 617-5300, ext. 14936 ▪ maria.esquivel@va.gov
Brenda Porter – Interior Designer
(210) 385-1346 ▪ brenda.magel@va.gov
Philip Grota – Domiciliary Care for Homeless Veterans Chief (retired)
(210) 701-4704 ▪ pgrota@att.net