FIBIANA E. CALDERON
Oakland
Summary
Dependable and service-oriented professional with experience supporting Veterans and federal healthcare operations and supervising safety-sensitive airport operations. Experienced in high-volume public contact, conflict de-escalation, emergency coordination, incident and activity documentation, policy enforcement, confidentiality, and maintaining situational awareness in fast-paced environments. Demonstrated ability to remain calm under pressure, communicate effectively with individuals experiencing frustration or distress, coordinate with multiple departments and outside organizations, and follow established safety, security, and operational procedures. Supervisory experience includes personnel oversight, operational coordination, safety enforcement, and response to workplace incidents.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Medical Support Assistant (MSA)
Ansible Government Solutions
Oakland, CA
04.2026 - Current
- Serve as a primary point of contact for Veterans, patients, clinical staff, VA personnel, and call centers, providing professional assistance in a busy federal healthcare environment.
- Maintain awareness of clinic operations and communicate urgent or time-sensitive concerns to appropriate personnel while following established VA procedures.
- Respond calmly and professionally to individuals who are upset, frustrated, confused, or experiencing stressful circumstances; use effective communication and de-escalation techniques to address concerns.
- Coordinate administrative activities involving emergency and non-emergency patient transfers to VA facilities and private hospitals, ensuring information is communicated accurately and appropriately.
- Participate in daily clinic huddles to identify operational needs, coordinate resources, and address patient-service concerns.
- Review provider orders, consults, appointment requests, and electronic medical records to ensure accurate and timely administrative processing.
- Document patient communications, scheduling actions, administrative activities, and other information accurately in VA information systems.
- Maintain confidentiality of sensitive Veteran and patient information and follow applicable privacy, access, safety, and visitor-control procedures.
- Coordinate with Community Care, VA services, call centers, clinical departments, and other personnel to resolve operational and patient-service issues.
- Verify and update demographic, insurance, and eligibility information while maintaining accuracy and confidentiality.
- Manage competing priorities in a fast-paced environment requiring attention to detail, sound judgment, professionalism, and effective communication.
- Oakland Veterans Affairs Clinics
- Supervisor: David Wheatley | (445) 208-6145
Customer Service Supervisor
Prime Flight Aviation
Airport Operations
04.2022 - Current
- Supervise customer-service and airline ground-support operations in a high-volume, safety-sensitive airport environment.
- Enforce company, airport, TSA, and workplace safety procedures and ensure personnel follow established operational requirements.
- Maintain situational awareness of changing operational conditions and respond promptly to safety, staffing, customer, and workplace concerns.
- Coordinate daily staffing and operational coverage to maintain safe and effective airport operations.
- Conduct safety and team meetings and participate in airport operational forums addressing safety, security, and workplace requirements.
- Respond to on-the-job injuries and other workplace incidents, coordinate appropriate medical attention, and complete required corporate documentation and reports.
- Audit flight paperwork and operational records for accuracy, completeness, and compliance with established procedures.
- Conduct personnel evaluations for leads and trainers and provide supervisory guidance regarding performance, safety, and operational expectations.
- Serve as a liaison among airline customers, employees, airport authorities, and other operational personnel to resolve issues and maintain effective communication.
- Address customer concerns and operational problems professionally while maintaining control and awareness in a fast-paced environment.
- Apply established procedures consistently while balancing public service, safety, security, operational requirements, and personnel needs.
- Formerly GAT Airline Ground Support
- Airport Operations
- General manager: Douglas Stolls (415) 725-1025
Education
High School Diploma -
Tennyson High School
Hayward, CA01-1999
Skills
- SIDA Airport Security Badge
- TSA / Airport Security Procedures
- SFCPRS
- VA ISS
- VA Talent Management System (TMS)
- Microsoft Teams
- Electronic Medical Records (EMR)
- VA Scheduling / Appointment Systems
- Data Entry & Information Management Systems
Certification
SIDA Airport Security Badge
Timeline
Medical Support Assistant (MSA)
Ansible Government Solutions
04.2026 - Current
Customer Service Supervisor
Prime Flight Aviation
04.2022 - Current
High School Diploma -
Tennyson High School
ADDITIONAL QUALIFICATIONS
- Experienced working directly with Veterans, patients, employees, customers, airport personnel, and members of the public.
- Proven ability to remain composed and professional during stressful or rapidly changing situations.
- Experienced enforcing safety and operational policies and addressing non-compliance.
- Strong written and verbal communication skills with emphasis on accurate documentation.
- Experienced coordinating with multiple departments, agencies, healthcare personnel, airport authorities, and external organizations.
- Trusted with confidential and sensitive information.
- Demonstrated leadership, accountability, teamwork, and independent decision-making in safety-sensitive environments.
- Comfortable working in high-volume environments requiring continuous attention to people, surroundings, procedures, and changing operational priorities.
CORE QUALIFICATIONS
- Public Safety & Security Awareness
- Veterans/Patient & Public Contact
- Conflict Resolution & De-escalation
- Emergency & Incident Coordination
- Safety Policy Enforcement
- Incident & Activity Documentation
- Situational Awareness
- Confidential Information Handling
- Federal Healthcare Operations
- Airport/TSA Security Procedures
- Supervisory & Team Leadership
- Operational Problem Solving
- Interdepartmental Coordination
- Records & Information Systems
- Professional Communication
- High-Volume Operations
FEDERAL EMPLOYMENT & OTHER INFORMATION
- Citizenship: U.S. Citizen
- Veterans’ Preference: N/A
Target Position: Police Officer, Series 0083, GS-6
- Availability: Full-Time / Permanent
- References: Available upon request
TARGET POSITION
- Police Officer, GS-0083-06
- U.S. Department of Veterans Affairs – Veterans Health Administration
- Announcement: CARZ-12934834-26-AXS-OCA
TRAINING, SECURITY & SYSTEMS
- TSA / Airport Security Procedures
- SFCPRS
- VA ISS
- VA Talent Management System (TMS)
- Microsoft Teams
- Electronic Medical Records (EMR)
- VA Scheduling / Appointment Systems
- Data Entry & Information Management Systems
Personal Information
- Nationality: U.S. Citizen
- Availability: Full-Time / Permanent
- Availability hours of work 8 hours +
- Salary desirable 45,00-100,00