CYNTHIA J. JESTER

Patient Centered Care Program Specialist | Purchase Card Program Manager
linkedin.com/in/cynthiajester

EXPERIENCE

U.S. Department of Veterans Affairs – VA Long Beach Healthcare System
Patient Centered Care Program Specialist (GS-12)
January 2013 – April 2019 | 6 years 4 months

• Coordinated 40+ large-scale events impacting 11,000+ Veterans, including entertainment, food, and informational booths.
• Sang the National Anthem 24+ times at various VA events, enhancing the emotional impact of each gathering.
• Developed and produced “The VA Has 3 Agencies” video and brochure, which displayed on digital monitors throughout the medical center, educating Veterans on their benefit paths.
• Designed and implemented the Service Recovery Policy, focused on improving patient satisfaction.
• Drove the success of the Director’s Patient Experience Council, managing meeting agendas, speakers, action items and follow-ups.
• Developed and managed a 3-year business plan for the Veteran Experience Office, including budgeting, forecasting, and purchasing and managed daily office demands.
• Recovered $156K for a digital media project and managed the installation of 40+ monitors across 5 zones.

Electronic Media Content

• Collaborated with primary care teams to create 30 team slides with inspirational banner and coordinated 140+ team portraits for display.
• Created and uploaded 169 static slides and 26 animated videos for digital displays.
• Provided technical support to the Truthpoint Coordinator, including equipment management and volunteer coordination.
• Filled in as a Patient Advocate during staffing shortages, resolving patient complaints.

VA, VHA, SAOWEST, NCO 22
VISN 22 Purchase Card Program Manager (GS-12)
October 2009 – December 2012 | 3 years 2 months

• Supervised team of 6 Agency/Organization Program Coordinators across 5 medical centers, processing 243,000 transactions totaling $161M annually.
• Implemented streamlined processes and training to ensure compliance with VA Handbook 1730.1 and other relative regulations.
• Led annual certification audits for 5 facilities, ensuring program compliance and addressing discrepancies.
• Coordinated with OIG, cardholders and logistics teams to address fraud, misuse and compliance issues.
• Delivered monthly financial reports on card usage, rebates, and expenditures to senior leadership.
• Presented program insights at National and Network meetings; driving improvements in program policies and procedures.

VA Long Beach Healthcare System
Incentive Awards Coordinator
March 2007 – October 2009 | 2 years 7 months

• Managed employee award programs, ensuring accuracy and compliance with VA policies and regulations.
• Developed and launched new award programs including: “Affirming the Commitment”, “Treasure Chest,” and personalized crystal service award and pin.
• Managed the awards budget and created effective recognition initiatives for employees.
• Coordinated Town Hall meetings including logistics, Director communications and scripting for award presentations.
• Managed EDRP and EISP education programs and oversaw budget, payment and reconciliation for these programs.
• Trained and supported employees on award regulations and redesign initiatives.

Committee Involvement

• Active member of PEC Council, PACT Council, Veteran Social Connection (Co-Chair), Employee Recognition Committee, Fisher House Board, Parking Committee, Women’s Committee, Veteran Appreciation Committee, and Space Committee.
• As Acting PCC Manager, collaborated with VISN Manager to provide updates on Truthpoint, PCC, and SHEP reports.
• Participated in National and VISN-level monthly PCC calls, providing data and insights.
• Participate on Joint Commission team, which certifies that the hospital is in compliance to operate. 

United Behavioral Health (formerly PacifiCare Behavioral Health)
Marketing Project Manager
November 2005 – February 2007 | 1 year 4 months

• Provided executive secretarial support to the Executive Director of Marketing, managed the director’s calendar and email communications.
• Successfully coordinated 3-day events in California and New York, handled: invitations, travel, logistics, and guest special needs.
• Managed departmental budgets and reconciled expenditures, ensured compliance with allocated budgets.
• Coordinated trade shows, sales events, and advertising for conferences and special events.
• Tracked and reported on event-related financials, issued adjustments and maintained the department’s financial records.

Vivendi Universal & Vivendi Universal Games, Los Angeles, CA
Executive Administrative Assistant
August 2000 – February 2003 | 2 years 6 months

• Provided comprehensive administrative support to the VP/CIO and a staff of 170, served as a key liaison across departments.
• Coordinated complex domestic and international travel arrangements, managed itineraries for both individuals and groups.
• Managed VP/CIO and IT calendars, scheduled internal and external meetings, and organized offsite meetings and holiday gatherings.
• Maintained correspondence for the VP/CIO, reviewed vendor calls, and directed messages as appropriate.
• Supported department website updates and assisted with A/V equipment for domestic and international video conferences.
• Handled executive expense reports, insurance claims, and contract management and confidential matters with diplomacy.
• Led the setup and IT coordination for a corporate office move, assisted with computer installations and departmental relocation.

EDUCATION & TRAINING

Emerging Leaders Training - Completed leadership development program focused on strategic thinking, management, and communication skills.
Sigma 6 Training - Completed sigma 6 training and participated on numerous improvement teams.
Additional Training & Certifications- Currently pursing bachelors of public relations at California State University.

SKILLS & CORE COMPETENCIES

• Leadership & Team Management: Proven ability to lead cross-functional teams and drive results in dynamic environments.
• Budgeting & Financial Reporting: Strong background in financial management, forecasting, and cost control.
• Event Planning & Coordination: Expertise in planning and executing large-scale events with multiple stakeholders.
• Regulatory Compliance & Auditing: Deep knowledge of policies and regulations, particularly in government and healthcare settings.
• Communication & Presentations: Skilled in preparing and delivering high-level presentations to executives and large audiences.
• Problem Solving & Relationship Building: Adept at resolving issues and cultivating strong relationships with internal and external partners.