Thomas James
Program Specialist @U.S. Department of Veterans Affairs
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WORK HISTORY
Program Specialist @U.S. Department of Veterans Affairs
Washington, DC, US
The Office of the Patient Advocate is responsible for Complaint Management, Stakeholder Relations, Patient Satisfaction, Patient Satisfaction Survey Scores, and Service Experience Improvement Plans (Service Quality and Service Recovery).· Provides rapid process action improvements to address area of dissatisfaction identified through interaction with the patients, caregivers, or visitors. · Directs veterans, family members and other visitors to the appropriate office or service within the facility.· Participates in patient rounding in designated area and utilizes electronic technology to record data from patient interaction.· Responsible for completing daily patient surveys on outpatient basis.· Develops and keeps a file of brochures, information handouts, common Q&A materials, transportation schedules, etc. that are readily available to distribute for common inquires.· Obtains information using computer based systems such as VISTA, CPRS, Outlook and the internet.
EDUCATION
Morgan State University
Bachelor of Science (B.S.), Public Relations/Telecommunication
ABOUT THOMAS JAMES
Organized efficient, and precise with strong communication and liaison skills. Decisive and direct, yet flexible in responding to constantly changing assignments. Enthusiastic, creative and willing to assume increased responsibility. Able to coordinate multiple projects and meet deadlines under pressure. Proven ability to adapt quickly to challenges and changing environments. Highly skilled at solving customer relations problems. Effectively able to communicate with customers, staff and management Specialties: PC proficiency in MS Office applications Basic web page design and update Library / File / Internet research Collecting and recording statistical and confidential information Assembling and organizing bulk mailings and marketing materials Data entry and correspondence preparation
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