Reliable Assistant Coach with over ten years worClaire in production environments within the Veterans Service Center. Led teams of 20+ members to meet production and quality goals. Supported management team with exceptional team management, accurate report generation and timely employee training to meet production needs.
Work History
07/2021 to Current
Supervisory Veterans Service Representative Department Of Veterans Affairs – Guaynabo, PR,
Create written correspondence clearly establishing expectations in a production environment as a Veterans Service Representative.
Conduct weekly virtual team meetings to verbally communicate with my team and provide accurate and timely feedback.
Create a high-performance team environment by establishing mutual respect and trust with each team member.
Coordinate the on-boarding process for all newly hired Veterans Service Representatives.
Liaison with the Medical Disability Evaluation Office (MDEO) and other regional offices to provide the most current exam updates.
Perform accuracy review of timecards during the certification process.
Reconcile leave validation discrepancies between various databases.
Prepare quarterly quality reports and deliver to organizational management
Resolve conflicts as soon as possible to minimize tension and keep other employees out of disagreement.
06/2020 to 07/2021
Authorization Quality Review Specialist (AQRS) U.S. Department Of Veterans Affairs – City, STATE,
Created written job aids focusing on updates to procedural guidance for mass distribution.
Conducted Virtual In-Person Progression (VIP) training for three training cohorts between fiscal years '20 and '21.
Create lesson materials, visuals, and digital presentations to supplement lesson plans.
Conducted individual quality reviews on a national level, identifying development deficiencies and providing accurate feedback.
Analyzed data from various databases to identify quality trends and make recommendations for training.
Organized, prioritized, and accurately processed 150+ monthly quality reviews.
05/2018 to 06/2020
Rating Veteran Service RepresentativeU.S. Department Of Veterans Affairs – City, STATE,
Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
Created written narratives explaining entitlement to benefits to Veterans and their beneficiaries.
Performed telephone interviews with Veterans to obtain missing relevant information needed for claim adjudication.
Mentored newly hired Rating Specialists during their second signature and release segment of training.
Employed critical thinClaire skills to solve complex rating situations.
Assisted Veterans and dependents in preparing forms and documents to present claims for benefits.
Collaborated with six Department of Defense (DoD) liaisons to streamline pre-discharge programs for separating service-members.
11/2010 to 05/2018
Veterans Service Representative & Claims AssistantU.S. Department Of Veterans Affairs – City, STATE,
Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
Conducted in-person and telephone interviews with veterans and advocates to explain benefits and related programs.
Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
Prepared new files and assigned tracClaire identification numbers, resulting in faster retrievals.
Skills
Written Communication
Verbal Communication
Active Listening
Emotional Intelligence
Compromise
Critical ThinClaire
Data Analysis
Creativity
Adaptive Capacity
Motivation
Decision MaClaire
Certifications
ELITE Master Instructor, Department of Veterans Affairs - 2022
Education
Expected in 02/2023
Bachelor of Science: Management University of Phoenix - Online, GPA:
Relevant Coursework
Organizational Behavior for Managers
Innovating Leadership
Change management and Implementation
Accomplishments
Supervised team of 11 Veterans Service Representatives on the Special Operations team and 21 trainees on the Quality Review Team.
Reduced Los Angeles Regional Office's inventory of claims for homeless Veterans from 451 active claims to 353 ratable claims and reduced the average days pending of for claims of homeless Veterans from 119.5 days to 105.1 days, by reviewing operating procedures, identifying deficient areas, and implementing solutions.
Gained a reputation for worClaire well on a team, receiving three ‘Special Contribution' awards.
Maintained a 97% quality rating over a 24-month period as a Rating Veterans Service Representative.
Collaborated with Central Office and Cerner staff to provide personal input on user experience of Federal Electronic Health Records (FEHR)
Former-Vice President of Los Angeles Regional Office's VA Employee Engagement Association.
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School Attended
University of Phoenix
Job Titles Held:
Supervisory Veterans Service Representative
Authorization Quality Review Specialist (AQRS)
Rating Veteran Service Representative
Veterans Service Representative & Claims Assistant
