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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000


SSN: xxx-xx-xxxx

Country of Citizenship: United States

Position: Program Specialist, Administration


Core Competencies


Workload Scheduling/Personnel Timekeeping, Clerical/Technical Support for Administrative/Logistical/Analytical Activities, Daily Operational Oversight, Data Mining/Management, Project Preparation, Report Development, Briefings Development/Delivery, Eligibility Determination/Subject Matter Expert, Policy/Procedure Explanation, Documentation/File Management, Microsoft Office Suite Software Utilization, Workplace Problem/Issue Resolution, Oral/Written Communication, Personnel Instruction/Training, Benefits/Compensation, Standard Operating Procedure Development, Confidentiality Maintenance


Professional Experience


July 2016 - Present

VA Medical Center

Kansas City, MO

Hours Worked per Week: 40

Salary: $42,754 Annually

Series: 0303 Pay Plan: GS Grade: 07

Supervisor: John Reinert Phone xxx-xxx-xxxx , x7601 May Contact

Lead Program Support Assistant

Effectively develop work schedules and assign duties among four Program Support Assistants; also oversee scheduling of interments within Administrative Management and Revenue service line, performing multiple clerical/technical actions in support of administrative/logistical/analytical activities related to interment of Veterans/spouses/dependents.


Skillfully employ variety of management tools/techniques to gather/analyze/report data on administrative programs, prepare projects/staff reports and organize/deliver briefings to management. Utilize VIS, ES, DORS and HINQ to determine eligibility of Veteran(s), approve/disapprove hardships vis- -vis healthcare eligibility, and ensure Veterans are within income parameters for eligibility/exception co-payments. Also screen consults for non-VA care for eligibility, requested special services, duplication and appropriateness, and obtain authorization from appropriate department for delivery of services at non-VA facilities. Carefully explain facility policies, prepare/distribute identification bands, arrange for transport to assigned rooms, and ensure completion of all needed documents including those connected to sign-in and security procedures.


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Regularly attend Outreach Programs to provide information/answer inquiries on benefits for Veterans, and serve in key Quality Control role to determine correctness of application/eligibility. For staff personnel/applicants, interpret prevailing federal rules/regulations, explain significance of demographics, and perform eligibility/means testing; also serve as Subject Matter Expert on registration eligibility, scheduling practices and consultations while coordinating receipt of appropriate medical documentation from admission sources. Develop needed demographic, insurance, emergency and other data from incoming patients as well as other agency departments, prepare relevant reports for HAS Supervisor, BOS Chief and other departments to track enrollments/eligibility trends, and present data to Registration Department.


Expertly utilize MS Word/Excel/Access/PowerPoint/Outlook to manage collection/presentation of various data, monitor/track data for performance measures, formulate plans, oversee data validation, and continually demonstrate excellence in file management and correspondence, including recognizing the need for gaining additional documentation/information. Regularly mitigate workplace issues, referring to Program Manager when needed, and assist in dealing with various inquiries made by congressional offices and Veterans/their representatives; also utilized outstanding oral/written communication skills in working collaboratively with internal/external contacts.


Expertly train staff personnel on processes or any changes in procedures/enrollment/eligibility requirements and serve as timekeeper for ten employees, reviewing timesheets and continually utilizing accounting/payroll data software programs and strengths in mathematical reasoning/analysis as well as knowledge of compensation/benefits to develop highly accurate payroll reports. Design SOPs for section processes and was successful in developing a documentation process while maintaining files/projects reports and all data; continually observe all confidentiality protocols.


May 2013 July 2016

VA Medical Center

Kansas City, MO

Hours Worked per Week: 40

Salary: $39,983 Annually

Series: 0679 Pay Plan: GS Grade: 06

Supervisor: N/A Phone: N/A May Contact: N/A

Advanced MSA

Provided strong support for interdisciplinary Patient Aligned Care Team as an advanced MSA; continually demonstrated strengths in professionally meeting multiple responsibilities with minimal supervision, utilizing Veterans health system Computerized Patient Record System (CPRS) and MS Office Suite software.


Diligently employed data assimilation/analysis to track customer service/utilization rates at clinic versus established milestones; developed reports that communicated overall activities and identified issues that required modification to improve office performance and provide higher service quality levels. Designed reports to develop/maintain professional and effective communication with patients, the Interdisciplinary Team, VA Medical Centers and other agencies to assist in determining inpatient-to-outpatient status and communication with non-VA facilities.

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Continually demonstrated strengths in working independently while ensuring compliance with prevailing inventory processes/procedures and contract obligations; on daily basis, reviewed stock supply levels for Primary Care Unit to assure adequacy and ordered additional supplies as necessary or arranged for disposal of any surplus materials.


Held comprehensive administrative responsibilities including registering new patients, determining eligibility, coordinating/scheduling needed appointments, performing means testing, gaining insurance data, and preparing various reports as requested by management. Always observed strictest rules of confidentiality concerning patient medical care/records, including when notifying patients concerning laboratory/test results. Facilitated use of tracking system covering patient follow-up care that included consultations and testing, among other procedures; managed continuity of exceptional patient care, including developing assigning priorities and meeting deadlines, through participation in structured team meetings. Provided insightful counsel as well as inquiry responses concerning patient rights, responsibilities and medical care eligibility, and consistently utilized highest levels of tact and respect when working with Veterans/service members.


Was tasked with monitoring pre-appointment requirements including readiness for performing x-rays or laboratory work; also managed electronic waiting lists to verify accuracy and resolve any related issues/problems and regularly provided problem-solving input during team meetings concerning operation issues or procedures. Adroitly delivered information to providers regarding patients in shared-patient status, and provided exceptional administrative support for Physicians, Physician Assistants, Nurses and other medical/office team members to assure delivery of highest levels of professional and timely care for patients.


October 2012 May 2013

VA Medical Center

Leavenworth, KS

Hours Worked per Week: 40

Salary: $28,000 Annually

Series: 0303 Pay Plan: GS Grade: 04

Supervisor: Lauri Hatcher Phone: 913.578.4217 May Contact

Program Support Assistant

Effectively planned/reviewed/prepared/verified programs, developed assignment schedules and managed work performance of personnel in various departmental functions; skillfully employed Electronic Explanation of Benefits (E-EOB) and Electronic Funds Transfer (EFT) systems to verify liability, validate payments and examine earlier accounts. Successfully supported Consolidated Patient Account Center in processing claims-matching reports, eligibility and audit requests from Veterans as well as other VA entities, identified billable cases and facilitated development of accurate billing statements as well as verification of insurance coverage for services rendered. Reviewed claims to assure consistency with specific policy/regulatory rule updates, analyzed data on outstanding third-party insurance reimbursements/other Accounts Receivable, and directed reimbursement billing activities including consideration of Medicare.


Developed highly accurate healthcare data to assure regulatory compliance, distributed/balanced/monitored/reported on work load, as delineated by established procedures, updated automated databases, properly applied payments to invoices and refunded any monies due, prepared correspondence/reports and performed multiple additional administrative duties.

Yyyyyy x. yyyyyy Page 4 of 5


December 2011 October 2012


Kansas City, MO

Hours Worked per Week: 40

Salary: $35,324 Annually

Supervisor: Ryan Potts Phone: 816.522.7396 May Contact

Personal Banker

In this assignment skillfully directed professional training of other Personal Bankers and Tellers that included comprehensive information concerning wide array of organizational financial services available for businesses as well as individual account holders. Performance excellence was acknowledged with multiple awards for loyalty/dedication in supporting the Creating Exceptional Customer Experience as a Client Relationship Specialist.


Also accurately processed monetary deposits, direct deposits and loan payments, issued cashier s checks, money orders, traveler s checks and cash advances, performed funds transfers, and cashed checks. Maintained proper cash limits, opened new accounts, activated ATM/debit cards, assured that all daily financial transactions were balanced, placed currency orders against vault inventory and continually provided assistance with all unit clerical responsibilities.


Expertly posted/finalized cost batches following review and any needed corrections, performed cost upload of word processing/printing expenses into accounting system, maintained receipt of cost entries from other offices, researched client charges as requested, assisted with the monthly balancing of any cost entries, and prepared the monthly personal account statements for distribution with maintaining highest levels of strict confidentiality.


September 2006 February 2011


Riverside, MO

Hours Worked per Week: 40

Salary: $15.00/Hour

Supervisor: Bakr Hussein Phone: 816.739.0526 May Contact

Valet Attendant

Continually provided exceptional customer service, cordially greeting guests upon arrival and thanking them for their patronage upon departure; also managed parking reports with no errors, and met all safety requirements for customers as well as organization with no accidents/damage to customer vehicles during assignment tenure. Responsibilities for assignment included working irregular schedule/shifts as well as being on call 24/7 to report for duty; during any down-time trained in warehouse area, typically ten hours/week over one and one-half years.


Skillfully maintained warehouse inventory management system, assisted in creating/managing inventory control system, ensured products were stocked in organized manner, and assisted with unloading/inspecting of incoming products to assure accuracy of information, including quantities. Prepared all necessary documentation, maintained records/files, coordinated packaging/shipment of materials as well as returns due to defects or damage, and performed wide array of general sanitation procedures to assure organization, cleanliness and safety of warehouse and parts room.

Yyyyyy x. yyyyyy Page 5 of 5


September 2003 June 2005

Bank of America

Linthicum, MD

Hours Worked per Week: 40

Salary: $30,208 Annually

Supervisor: NA Phone: N/A May Contact: N/A

Teller/Personal Banker

Was promoted to assignment after six-months of employment based on performance accuracy, speed and skill levels; expertly assisted with all clerical responsibilities with organization and professionally trained the Personal Banker and Teller in providing in-depth financial services for businesses as well as individual account holders. Recognition of service as a Client Relationship Specialist resulted in being presented with multiple awards for loyalty and dedication to Creating Exceptional Customer Experience.


Responsibilities included processing direct deposits, monetary deposits and loan payments, issuing cashier s checks, money orders, traveler s checks and cash advances, and performing funds transfers and check cashing; also maintained proper cash limits, opened new accounts, activated ATM/debit cards, balanced daily financial transactions and placed currency orders against vault inventory.




DeVry University, Kansas City, MO

Bachelor s Degree, Business Administration, Project Management Minor, 2011


Semester/Credit Hours: N/A




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