Charmisha Claiborne

Healthcare Operations Analyst and Workforce Development Professional with experience supporting Veterans Health Administration Diagnostic Imaging operations through staff training, onboarding, SOP development, process improvement, quality review, workflow standardization, and operational analytics. Proven ability to develop training programs, competency resources, workflow documentation, and knowledge management systems that improve employee performance, operational consistency, and service delivery. Experienced in training and supporting approximately 10–12 administrative staff, developing 12 Standard Operating Procedures (SOPs), creating onboarding and workflow guides, utilizing Power BI reporting tools, and contributing to scheduling quality initiatives that reduced recurring scheduling errors from approximately six employees to one to two employees.

Lean Six Sigma Green

Belt with strengths in workforce development, operational improvement, data-driven decision making, and healthcare operations support.

LEAD MEDICAL SUPPORT ASSISTANT - Department of Veterans Affairs - Houston, Texas

(2024-03)

• Train, mentor, and support approximately 10–12 AMSAs and LMSAs on scheduling workflows, consult management procedures, documentation standards, and patient access operations.
• Developed onboarding resources and training materials supporting workforce readiness and knowledge transfer initiatives.
• Developed and maintained 12 SOPs, workflow documents, and training resources supporting operational consistency and employee development.
• Created two comprehensive onboarding and workflow guides supporting competency reinforcement and knowledge transfer.
• Developed the Radiology Master Training Guide to standardize onboarding, workflow instruction, and operational education.
• Utilized Power BI reporting tools daily to monitor scheduling performance, workload distribution, productivity measures, and operational trends.
• Supported scheduling quality improvement initiatives that reduced recurring scheduling errors from approximately six employees to one to two employees through targeted training and workflow standardization.
• Created quick-reference guides, job aids, competency resources, and knowledge management tools supporting staff development.
• Collaborated with leadership and interdisciplinary teams to identify workflow gaps and implement process improvement recommendations.
• Assisted with quality review activities, documentation monitoring, workflow compliance efforts, and issue resolution.
• Served as a subject matter resource regarding scheduling protocols, consult management, documentation standards, and operational procedures.

ADVANCED MEDICAL SUPPORT ASSISTANT - Department of Veterans Affairs - Houston, Texas

(2023-03 - 2024-03)

• Coordinated Veteran scheduling activities across multiple clinical services while maintaining compliance with established healthcare procedures.
• Managed consult review processes, appointment coordination, referral tracking, patient communication activities, and documentation support.
• Supported onboarding and workflow training activities for new employees.
• Maintained accurate documentation supporting patient access and continuity of care.
• Collaborated with providers, nurses, and administrative personnel to support efficient patient flow and operational effectiveness.

ASSISTANT OFFICE MANAGER - Little River Healthcare - Katy, Texas

(2015-10 - 2018-08)

• Supported clinic operations through workflow management, staff coordination, scheduling oversight, and administrative support.
• Assisted with onboarding and training of new employees.
• Coordinated documentation management and communication activities across clinical teams.
• Supported customer service improvement and operational efficiency initiatives.