Customer Service Support Assistant
Resume:
LeAne Vernece Watts
Oakland, California ***** United States
Mobile: 510-***-****
Evening Phone: 510-***-****
Email: ************@*****.***
Availability:
Job Type: Permanent
Work Schedule: Full-time
Work Experience:
Office Manager-Program Support Assistant
Department of Veterans Affairs (This is a federal job)
7700 Edgewater Drive Suite 125
Oakland, CA
1/2024 - Present
Hours per week: 40
Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.).
Grade: GS-6
Duties, Accomplishments and Related Skills
I’m currently working as an Office Manager - Program Support Assistant for the Department of Veterans Affairs in the Vet Center. My responsibilities are to provide administrative support to our VA team members, VA counselors and to our Veterans. I assist with the scheduling for planning and implementation of educational, charitable or professional programs. Such as: Counseling services for services connected disabilities: PTSD or Trauma, Food Services, and activities seminars. I ensure VA programs run smoothly for both staff and our Veterans. I work closely with VA employees to develop program schedules, oversee budgeting expenses, connect with event venues and write instructional documents. My job is to answer phone calls, make copies and update participant files as needed. I work closely with our VA teams leaders and all program staff to provide high quality programming and a safe, structured learning environment. My duties do include communicating between program participants and VA managerial staff, creating and updating program schedules and assisting in the planning and managing program events. I also service the general needs for Veterans.
Develop positive relationships with our Veterans and their families for our programs and conduct individual support for behavioral or academic challenges.
Provide individualized support for volunteers, including finding resources or sharing best practices for working with our Veterans and their families.
Support the implementation of our social emotional learning (SEL) and critical consciousness curriculum.
Attend and participate in required trainings and meetings to assist with program implementation.
Other tasks to support program operations as assigned using VA computers and system.
Preparing documentation for grants.
Managing online resources for VA and non-VA programs and assistance for Veterans and their families.
Managing the Program Manager’s calendar.
Processing payments for vendors and suppliers.
Attending staff meetings and taking minutes and time keeping for attendance.
Responding to emails and answering calls and in person contact.
Maintaining office calendars and sending out reminders of impending appointments.
Typing letters and reports as may be required from time to time.
Compiling and sending bulk mailings.
Proofreading and making copies of documents.
Assisting in the planning and overseeing significant events for our Veterans, Families, and VA staff.
Assisting in managing the budget for special and routine events.
Making reservations for various off-site business meetings.
Acting as a liaison between different departments for VA and non-VA members.
Relaying internal emails and phone calls to our VA staff and to our Veterans.
Reserving equipment and conference rooms for presentations and in-office meetings.
Supervisor: Amanda Juza 971-***-****)
Okay to contact this Supervisor: Yes
Release of Information Specialist
Department of Veterans Affairs (This is a federal job)
150 Muir Road
Martinez, CA
7/2023 - 1/2024
Hours per week: 40
Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.).
Grade: GS-6
Duties, Accomplishments and Related Skills:
The Release of Information must at all times safeguard and protect the patient's rights of privacy by ensuring that only authorized individuals have access top the patient's medical information and that all release of information are in compliance with the request, authorization, VA company policy and HIPPA statutes.
I handled all requests and inquiries for patient health information whether received via
mail, fax, phone or in person. Verifies identity and confirms that the authorization is valid. Ensures the requesting party has a legal right to request a patient’s medical information.
Through access of the ROI, CPRS, VISTA -R-1 and INTELSPACE the ROI Specialist will determine correct distribution of reports.
Process Information Requests: Receive, review, and process requests for medical records, personal information, and other pertinent documents from veterans, their families, legal representatives, and government agencies.
Compliance with Regulations: Ensure compliance with relevant laws, regulations (HIPAA, FOIA, Privacy Act), and internal policies governing the release of sensitive information.
Document Management: Organize, catalog, and maintain records of information requests and releases in an efficient and organized manner.
Verification of Requestors: Verify the authenticity and authorization of requestors before releasing any information, using established protocols and identification methods.
Data Entry: Accurately input request details, release information, and maintain electronic databases with up-to-date information.
Quality Assurance: Review released information to confirm accuracy, completeness, and adherence to established guidelines.
Communication: Interact professionally with veterans, families, government agencies, and internal staff to provide updates, gather additional information, and address concerns.
Confidentiality: Maintain the highest standards of confidentiality and security in handling sensitive information, ensuring compliance with privacy laws and regulations.
Process Improvement: Identify opportunities to streamline processes, enhance efficiency, and improve customer satisfaction within the release of information workflow.
Training and Education: Stay updated on changes in regulations and procedures related to the release of information and participate in ongoing training as needed.
Performs at established standards of performance as set by the Health Information Manager and makes oneself available for other assignments with the ROI department.
Supervisor: Nezzera Tackett 530-***-****)
Okay to contact this Supervisor: Yes
Medical Support Assistant (MSA)
Department of Veterans Affairs (This is a federal job)
Palo Alto, CA
Palo Alto, CA
3/2022 - 7/2023
Hours per week: 40
Series: 0650 Medical Technical Assistant
Pay Plan: GS - General Schedule (Ch. 51, 5 U.S.C.).
Grade: GS-5
Duties, Accomplishments and Related Skills:
collaborate and communicate a wide range of medical clinicians about multiple issues (medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) in a team to ensure medical care for patients.
Technical health care processing (scheduling across the board with a verity of coordinated care delivery using various VA of systems) to access care of patients.
coordinates with the patients and staff to review patient’s needs, using various reports (Clinic Utilization Statistical Summary), that ensures the clinic is setup and running effectively to support the needs of the clinic, patients, and to make any necessary changes as needed upon request.
Develops/maintains effective and efficient communication with the patients, medical team, and staff with Medical Centers, and other agencies that are involved.
Inpatient to outpatient discharge; assist with non-VA Medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develops and manages a tracking system for follow up care such as consults, tests, using VISTA and CPRS
Participates and provides input in problem solving of operation issues or procedures in team meetings in every day huddles to information and collaborate with the medical team for continuity of care.
I have knowledge of medical terminology, policies, procedures, and VA law to identify and coordinate the best care for patients and medical staff.
Evaluates patient information and clinic schedule lists to determine whether patient is vested.
Educates providers about shared patients and brings to the attention of the provider.
Schedule appointment for patients and then arrange travel for them to be escorted.
Veterans Service Officer (VSO)
The American Legion-Department of Veterans Affairs
1301 Clay Street
Oakland, CA
4/2013 - 3/2022
Hours per week: 40
Duties, Accomplishments and Related Skills:
Determine accuracy of military services and eligibility from DD214 or any information from VBMS for veterans seeking education benefits, healthcare benefits and compensations.
Verify length of service for eligibility depending on time frame to qualify benefits and interpret evidence that is required when applying for VA benefits. Create a checklist for veterans and their family members so they can provide any missing items for a complete packet to submit. Provide quality service with accurate information that determine their eligibility for VA benefits.
Requesting examination for veterans missing their appointments and having difficulties to rescheduling. Veterans losing opportunity to provide evidence to support during examination resulting denied or unfavorable service connection and rating. Request a new examination after review veteran’s case by filing 21-4138 form with additional evidence to support and determine favorable evaluations. Resulting veterans claims to have supportive evidence and clear narrative of their contentions. Giving favorable rating decision and schedule awards to veterans and family members.
Review claims that are previously denied clarifying issues that need to address. Interpret VA law in review because case was denied for lack of evidence or statements does not align with three elements that is require for procedures, precedent ruling, and state law in the adjudication process. Result of my action gives veterans and their family members better understanding of their case and next required steps to move forward with their claims.
Veterans and family members cannot meet in person due to varies reasons such as disabilities, too far to travel, and especially Covid pandemic. Offered options for veterans the choice of conducting interview remotely over the phone or video conference depending on their capacity operating personal devices. In person interview is conducted in the same matter for remote interview following with same questionnaires. Follow checklist to cover all eligible benefit for veterans to apply and provide task list after interview for veterans to complete their packets. Results of running through checklist help veterans to have a clear path and success after interviewing with them.
Prepare VA correspondence information to veterans and family members by interpreting necessary actions for next steps to complete claim items. Schedule meeting with veterans’ sufficient time to review correspondences through VBMS and request any actionable items that will complete claim process. Veterans becomes more familiar receiving correspondence from VA and have clear understanding of completing task on their own.
Creating new profile of veterans and claimant on VETPRO database to upload new claims to be process in VBMS. Utilizes checklist obtaining accurate information of the claimant, ensuring all entries is updated. Result of checklist provided clear entry of information to the following representative when transferring case work over.
Supervisor: Mike Robertson 510-***-****)
Okay to contact this Supervisor: Yes
Administrative Assistant-Claim Specialist
AMVETS- Department of Veterans Affairs
1301 Clay Street
Oakland, CA
1/2007 - 4/2013
Hours per week: 40
Duties, Accomplishments and Related Skills:
Schedule counseling sessions with Veterans and their beneficiaries for VA benefits available and non-VA services through other agencies.
Clarify VBA rating decisions, provide guidance for decisions made using experience and knowledge of VA benefits and services for Veterans.
Utilize the claim and appeal processing procedures, benefit determination information and all relevant information available in system of record.
Veteran assistance and customer service for compensation, pension benefits, home loan eligibility, education, health care, life insurance. Assistance with Social Security Administration benefit programs, federal, state, and local domestic relations, and assistance programs.
Provide Veterans with pertinent legal provisions, regulations, related benefit information, representation rights, and response to miscellaneous inquiries.
Serve and assist with the Outreach Coordinator for various Veteran Outreach Programs and venues by providing a range of outreach services. Conduct Outreach community groups and Town Hall meetings.
Initiate Veteran inquiries to resolve errors, delays and problems associated with obtaining benefits.
Complete claim and appeal related work and administrative practices related to the application process for specific cases.
Prepares technical correspondence to veterans and their dependents by providing benefit information.
Review pertinent legal provisions, regulations, and related administrative practices and their application to specific cases.
Provides VA Burial benefit and Dependent Indemnity Compensation Vocational Rehabilitation and Employment Programs.
Knowledgeable of relevant laws, regulations, and daily Standard Operation Procedures (SOP).
Maintain a good working knowledge of VA/VBA Systems of Records.
Daily maintenance of the information in the IRIS Electronic Mail Portal.
Exercising the Privacy Act by assuring all actions performed have been taken accurately and appropriately.
Exceptional customer service. Treating Veterans with dignity and respect.
Conduct telephone interviews and respond to correspondence requested by the veteran.
Review in detail the process to veterans about the decisions and reason for the decisions.
Advocate to inform Veterans of Veterans Service Organizations that provides free assistance.
Counsel Veterans face to face regarding VA benefits available.
I created and submitted Congressional Letters for our Veterans
Supervisor: Dave Jackson 510-***-****)
Okay to contact this Supervisor: Yes
Education:
IAHCSMM Based Sterile Processing Course Oakland, CA United States
Technical or occupational certificate 5 / 2014
GPA: 4.0 of a maximum 4.0
Credits Earned: Semester Hours
Accredited as a Veterans Service Officer Oakland, CA United States
Technical or occupational certificate 2 / 2014
GPA: 4.0 of a maximum 4.0
Certificate of Completion, Central Service Technician Oakland, CA United States
Technical or occupational certificate 5 / 2010
GPA: 4.0 of a maximum 4.0
Brooks College Long Beach, CA United States
Associate's degree 6 / 1988
GPA: 4.0 of a maximum 4.0
Major: Fashion Design
Certificate in Business Law Course, Laney College Oakland, CA United States
Technical or occupational certificate 6 / 1986
Berekely City College Berkeley, CA United States
High school diploma or equivalent
GPA: 3.0 of a maximum 4.0
Credits Earned: 20 Continuing Education Unit
Major: Liberal Art
Berekely City College Berkeley, CA United States
Associate's degree
GPA: 3.0 of a maximum 4.0
Credits Earned: 20 Semester Hours
Major: Liberal Art-Pace program
Language Skills:
Language
Spoken
Written
Read
Sign Languages
Advanced
Advanced
Advanced
Affiliations:
American Legion - Veterans Service Officer
References:
Name
Employer
Title
Phone
Zakiyyah Renfro
The Point at Rockridge
*****************@*****.***
Kendra Taylor
AC Tranist
Safety Supervisor
*******@*********.***
Frenda Stowe
Tiny Tone Daycare
Owner
*******@***.***
Mike Robertson The American legion/Department of Veterans Affairs
Supervisor
****************@*****.***
Betty Valdez department of Veterans Affairs
Program Technician
*****.******@**.*** Indicates professional reference
Contact this candidate