Arnold Astorga
Salt Lake City
Summary
Veterans Service Representative with expertise in claims processing and quality assurance within the Veterans Benefits Administration. Bilingual in Spanish, excels in communication and problem-solving, enhancing team collaboration and training. Recognized for attention to detail and adaptability to changing policies, driving improvements in service delivery.
Overview
7
7
years of professional experience
Work History
Veterans Service Representative (Rating)
Veterans Benefits Administration
Salt Lake City
10.2022 - Current
- Adapt well and maintained positive attitude to constantly changing policy and work priorities.
- Ability to work independently and adhere to deadlines.
- Ability to handle work-related stress and multiple priorities simultaneously.
- Foster teamwork and cooperation among my coworkers by being approachable and eager to assist. Regularly assist coworkers with questions.
- Excellent written and oral communication skills. Proven ability to effectively communicate with individuals at all levels of my organization with diverse levels of understanding.
- Expert at researching, interpreting, and applying pertinent federal laws, rules, regulations, and procedures, such as the Compensation & Pension Manual (M-21), Fiduciary Program Manual (FPM), Code of Federal Regulations (CFR), United States Code (USC) and properly applying VA policies and procedures.
- Complete ratings in VBMS-R and ensure accuracy and completeness of Rating Narrative and Codesheet with attention to detail.
- Review and analyze complex medical information (i.e., diagnostic tests, office notes, operative reports, etc.) to determine service connection and disability entitlement.
- Evaluate and weigh medical and other evidence, such as medical records, CAPRI, buddy/lay statements, Disability Benefits Questionnaires (DBQ), C&P Exams, and Service Treatment Records (STR) when completing ratings.
- Evaluate the sufficiency of medical examinations and medical opinions, and defer for additional development if necessary.
- Analyze claims to determine if diseases and/or injuries were incurred or aggravated by military service for purposes of compensation, treatment, or hospitalization.
- Work independently as the decision maker on claims, utilizing the VA rating schedule, CFR, and M21 to make accurate decisions.
- Determine service-connection, percentage of disability, permanent and total disability, and entitlement to compensation, special monthly compensation and vocational training, medical and dental treatment, automobiles, or other conveyances, insurance, specially adapted housing, dependent education allowances, and other ancillary benefits.
- Excellent judgement, troubleshooting, problem solving, analysis and discretion.
- Proficient at using and updating electronic data processing (EDP) systems, such as QMS, WATRS, VBMS, VBMS-F, VBMS-A, VBMS-R, SHARE, CAPRI, VIS, DPRIS, MAP-D, ASPEN, SHAREPOINT and VETSNET.
- Completed a comprehensive training program to learn medical terminology, VA regulations, how to critically analyze evidence, and apply the VA schedule of disabilities to render decisions on claims.
Program Specialist (Quality Review & Training)
Veterans Benefits Administration
Salt Lake City
06.2020 - 10.2022
- Served as the quality review and training coordinator for the Salt Lake City Fiduciary Hub.
- Adapted well and maintained positive attitude to constantly changing policy and work priorities. Demonstrated ability to work independently and adhere to deadlines.
- Provided organizational support and fostered teamwork and cooperation among my coworkers by being approachable and eager to assist. Regularly volunteered to assist employees and management and take on additional duties.
- Excellent written and oral communication skills. Effectively communicated with individuals at all levels of my organization. Presented complex processes in writing and orally to individuals of varying levels of understanding and knowledge.
- Expert at researching, interpreting, and applying pertinent federal laws, rules, regulations and procedures, such as the Compensation & Pension Manual (M-21), Fiduciary Program Manual (FPM), Code of Federal Regulations (CFR), United States Code (USC) and properly applying VA policies and procedures. Regularly consulted by others seeking assistance interpreting and understanding VA policy.
- Responsible for collecting, analyzing, and interpreting data associated with national program reviews, work in progress (WIP) reviews and statistical and technical accuracy (STAR) reviews. Also conducted local quality assurance (QA) and training.
- Identified and analyzed deficiencies in various work processes that required attention and made recommendations for improvement to include training, procedural changes, or other corrective action.
- Reviewed local policies and procedures proposed by management to evaluate compliance with VA rules and regulations and assess impact on fid hub employees and made recommendation as to implementation and best practices.
- Provided advisory services to management via preparation and presentation of quality trend information.
- Responsible for the technical sufficiency of ratings, promulgation, authorization, field examinations, annual accountings, fund usage reviews, misuse determinations, correspondence, fiduciary appeals, hearings and all other fiduciary related work products.
- Attention to detail when conducting focused evaluations and reviews to determine quality and accuracy and monitor individual performance data for Fiduciary Hub employees to ensure compliance with all state and federal laws, as well as VA rules, policies, and procedure.
- Analyzed data that reflected quality levels to determine training needs of Fid Hub employees.
- Prepared various types of written work products to include Standard Operating Procedures (SOP), policy analyses, data reports, policy clarifications, job aides, and letter templates.
- Experience with project management.
- Prepared written analyses on recent manual changes or work processes for review by upper management.
- Prepared and presented quality error trends to fid hub employees and upper management.
- Trained new employees. Provided training to all fid hub employees on new policies and processes, as well as refresher training.
- Reviewed trainees' work for accuracy, quality and systems compliance. Returned work product if corrections were needed and provided feedback.
- Mentored employees regarding their job duties, technical skills, and career development.
- Identified opportunities for improvement for trainees and employees and provide training consistent with identified needs.
- Developed, prepared, and facilitated meetings, trainings and presentations of varying complexity.
- Created and presented training and other presentations using Microsoft Teams, PowerPoint, job aids, tip sheets, etc.
- Developed various quality assurance processes with emphasis on work procedures and techniques that address unique work conditions and practices.
- Ensured all program requirements and directives established by VA Central Office Fiduciary Service are met or implemented.
- Performed quality reviews and developed local operating procedures for the team to supplement regulations and directives as needed.
- Functioned as an authoritative consultant and SME on the technical aspects of fiduciary activities.
- Provided management advisory services, including making planned, systematic studies of immediate and long-range training needs, use surveys, focus groups and similar tools to obtain feedback from employees, managers, and supervisors, on training effectiveness.
- Proficient at using and updating electronic data processing (EDP) systems, such as QMS, WATRS, VBMS, VBMS-F, VBMS-A, VBMS-R, SHARE, CAPRI, VIS, DPRIS, MAP-D, ASPEN, SHAREPOINT and VETSNET. Regularly consulted to resolve systems issues such as updating system, rating issues, and award generation issues.
- Awarded Salt Lake City Fiduciary Hub's OAR Award (July 2022)
- Awarded VBA Pacific District's 'Leading the PAC' Award (September 2022)
Fiduciary Service Representative
Veterans Benefits Administration
Salt Lake City
06.2019 - 06.2020
- Competently performed all duties of a Fiduciary Service Representative (FSR), to include rating, authorizing and promulgation of claims.
- Adapted well and maintained positive attitude to constantly changing policy and work priorities.
- Provided organizational support and foster teamwork and cooperation among my coworkers by being approachable and eager to assist. Regularly volunteer to assist employees and management and take on additional duties.
Education
Professional degree (e.g. MD, JD, DDS) - Juris Doctor - Law
University of Utah, S.J. Quinney College of Law
Salt Lake City, UT05.2004
Bachelor's degree - Political Science
University of Colorado at Denver
Denver, CO08.2000
Associate's degree - Administration of Justice
Glendale Community College
Glendale, CA08.1998
Skills
- Bilingual in Spanish
- Experience using LexisNexis
- Experience using Westlaw
- Proficient in Microsoft Office
- Proficient in WordPerfect
- Typing - 45 wpm
- Policy application
- Research interpretation
- Quality assurance
- Training development
- Time management
- Effective communication
- Problem solving
- Attention to detail
- Decision making
- Claims processing
- Disability evaluation
- Critical thinking
Languages
Advanced, Intermediate, Intermediate
Awards
- VBA Pacific District - Leading the PAC Award, 09/01/22
- Salt Lake City Fiduciary Hub OAR Award - VA, 07/01/22
- Special Contribution Award (SCA) - VA, 05/01/20
- Salt Lake City Fiduciary Hub OAR Award - VA, 04/01/20
- Exemplary Contribution / Service Award - SSA, 08/01/17
- Recognition of Contribution Award - SSA, 07/01/17
- Employee of the Month - SSA, 07/01/17
- Exemplary Contribution / Service Award - SSA, 08/01/12
- Exemplary Contribution / Service Award - SSA, 08/01/11
- Exemplary Contribution / Service Award - SSA, 06/01/10
- Employee of the Month - Utah Driver License Division, 05/01/06
Timeline
Veterans Service Representative (Rating)
Veterans Benefits Administration
10.2022 - Current
Program Specialist (Quality Review & Training)
Veterans Benefits Administration
06.2020 - 10.2022
Fiduciary Service Representative
Veterans Benefits Administration
06.2019 - 06.2020
Professional degree (e.g. MD, JD, DDS) - Juris Doctor - Law
University of Utah, S.J. Quinney College of Law
Bachelor's degree - Political Science
University of Colorado at Denver
Associate's degree - Administration of Justice
Glendale Community College