Cindy Capparello
Department of Veterans Affairs
Muskogee,OK
21
years of professional experience
Decision Review Officer/Rating Quality Review Specialist leads monthly quality reviews of DRO and RVSR decisions to measure rating accuracy, document errors, and support performance standards, including assessment of examination compliance. Translates review findings into trend reporting, training guidance, and corrective actions for complex claims work. Strengthens adjudication quality through in-process case analysis, detailed rationale, and documentation that supports unfavorable findings. Created training courses for station wide training classes in areas identified as error trends. Assisted in mandated new hire training classes and performed second-signature mentor reviews.
Work History
Decision Review Officer/Rating Quality Review Specialist / GS-13
3 Years 6 Months- Responsible for sharing rating quality trend information with management on an ongoing basis and with the DROs and RVSRs during training sessions.
- Performs individual quality reviews to determine the rating quality level of individual DROs and RVSRs for purposes of individual performance standards in accordance with an established monthly schedule.
- Shared rating quality trend information with management and provided insights to DROs and RVSRs during training sessions.
- Developed quality assurance processes focusing on work procedures and techniques tailored to unique work conditions and practices.
- Prepares documentation to support unfavorable finding in order to provide justification for error decisions and indicate required actions.
- Preparing and conducting training activities;
- Identifying knowledge/skill gaps and planning training strategies;
- Developed training materials for new staff, enhancing onboarding efficiency and knowledge retention.
- 40+ hours per week
Rating Veterans Service Representative (RVSR) / GS-12
6 Years 1 Month- Rated complex issues of multiple sclerosis, traumatic brain injuries, special monthly compensation, Military Sexual Trauma, Parkinson's disease, ALS, and claimed Clear and Unmistakable Errors as part of the Special Operations Team.
- Assigned to the Special Operations Team rating high-priority cases for homeless veterans, hardship veterans, and cases pending over 2 years.
- Provided multiple local training sessions on requesting exams and processing rating decisions involving military sexual trauma (MST), traumatic brain injury’s (TBI), Amyotrophic Lateral Sclerosis (ALS), Parkinson’s disease, and higher level Special Monthly Compensation.
- Provided second signature reviews and guidance to Rating Specialists in training, ensuring adherence to standards.
- Worked at the San Juan MST Special Processing Site.
- Developed and trained new RVSR's hired at the MST site.
- Successfully managed and prioritized a very small volume of cases while achieving quality and production standards.
- Trained and assigned as a Military Sexual Trauma (MST) Subject Matter Expert (SME).
- Successfully managed and prioritized a large volume of priority cases while answering questions for other Rating Specialists and VSRs.
- Analyze in-depth medical records and service treatment records including complex medical terminology.
- Review and schedule complex medical opinions.
- Interpret and apply VA regulations to determine entitlement to benefits of service connection, ancillary benefits, and non-service connected pension.
- Performed training to other RVSRs for specialized projects.
- Established effective communication with team members, including predetermination and post-determination VSRs and claims assistants, to enhance workflow.
- 40+ hours per week
Supervisory Veterans Service Representative / GS-12/ GS-13
2 Years 10 Months- Interviewed and participated in selection of candidates for new hire and promotion positions.
- Schedules and conducts three team huddles each week to discuss changing procedures, planning, and team building.
- Successfully assists in supervising the Special Operations Team including a large volume of high priority cases while maintaining timely processing.
- Counseled employees on performance standards, test results, and workload management.
- Worked closely with other parts of the organization to accomplish goals and improve processing.
- Manages and provides guidance on extraordinary cases within the special operations case load.
- Supervised multiple teams during supervisor absences, ensuring continuity of operations and support.
- Oversaw employee leave requests and timecard authorizations, maintaining accurate records and compliance.
- Assisted in counseling for individual performance standards, test results, and workload management.
- Temporarily supervised other teams while other supervisors were out of the office.
- Managed employee leave and timecard authorization.
- Scheduled, managed, and conducted training for the entire division over VBMS and examination changes.
- Works closely with QTC and the VA Medical Centers for timely scheduling and reports of examinations for priority cases.
- Provides weekly reports for homeless, terminal, and hardship veteran claims.
- Evaluated veteran claims to ensure compliance with regulations and policies.
- Provided expert guidance on benefits eligibility and application processes for veterans.
- Conducted outreach programs to educate veterans about available resources and services.
- Analyzed trends in claims data to identify areas for improvement in service offerings.
- 40+ hours per week
Rating Veterans Service Representative (RVSR) / GS-12
5 Years- Successfully manage a large volume of priority cases on a daily basis.
- Assigned to the Special Operations Team rating high priority cases of homeless veterans, hardship veterans, and cases pending over 2 years.
- Assigned to the Special Operations Team rating complex issues of multiple sclerosis, traumatic brain injuries, special monthly compensation, and ALS.
- Handled complex Nehmer ratings for ischemic heart disease, Parkinson’s disease, and B-Cell Leukemia over a 16-month period.
- Analyze in-depth medical records and service treatment records.
- Interpret and apply VA regulations to determine entitlement to benefits of service connection, ancillary benefits, and non-service connected pension.
- Screened and established examinations for complex issues to ensure thorough evaluations.
- Currently review and second signature ratings for other rating specialists (trainees and journey level) for rating decisions of traumatic brain injury.
- Performed training to other RVSRs for specialized projects.
- Successfully passed the Journey Level RVSR Test.
- Established effective communication with team members, including predetermination VSRs, post-determination VSRs, and claims assistants, to enhance collaboration.
- Routine communication with RVSRs containing a wide range of skill levels on proper procedures for rating claims of complex nature.
- 40+ hours per week
Veterans Service Representative / GS-11
3 Years 7 Months- Authorized development actions for multiple successful trainee VSRs.
- Developed and initiated training for new VSR trainees.
- Performed quality reviews for seasoned VSRs.
- Correctly and efficiently developed complex dependency and indemnity compensation, death pension, and accrued benefit claims.
- Executed comprehensive development on multi-issue compensation and pension claims, ensuring thorough evaluation of veteran needs.
- Reviewed and researched causes of death, service connected disabilities, and presumptive conditions, to try to identify links to determine the correct development actions or rating actions.
- Prepared complex administrative decisions for deemed valid marriages, common-law marriages, continuous cohabitation, etc.
- Developed and cleared compound marital histories, which include searching the internet, contacting County Court Houses, and sending letters to the claimants.
- Requested records from all service branches, including Reserve and National Guard Units.
- Developed and calculated complex net worth and net income for Death Pension and Pension claimants.
- Completed the Advanced Development Training which included screening service medical records for original claims, determining the correct exams to schedule, inputting exams in both VERIS and CAPRI, and properly communicating necessary information to the examiners.
- Assisted veterans in understanding benefits eligibility and application processes.
- 40+ hours per week
Education
Masters Degree - Business Administration
- Graduated with a Masters Degree in Business Administration.
- Member of the Graduate Student’s Honor Society.
- GPA: 3.82
Bachelor’s Degree - Accounting
- Member of the Delta Mu Delta Honor Society.
- Graduated magna cum laude.
- GPA: 3.71
High School
- Member of the National and Oklahoma Honor Society.
- Graduated cum laude.
- Graduated May of 1999, 21st of 321 students.
Skills
Quality reviews including indepth review of DBQ compliance and proper evaluation assessment
Training delivery including assessment and requirements of DBQ compliance
Communication with peer
first line supervisors
high level management
Data analysis of quality error trends
Workload management of self and others
Policy interpretation from Policy and Procedures Staff
Quality Assurance
PA&I
Court Cases
and established regulations
Process improvement to provide more accurate decisions
Managed Performance standards of subordinate employees
Case management of self and subordinate employees
Staff coaching including giving advice
counseling
and instructing employees on work and administrative matters
Strategic planning for station goals and employee alignment
Workforce planning of team members to improve production and quality while meeting station goals
Root cause analysis to identify and implement strategies to continually improve quality
including review of DBQ's.
Continuous improvement of training and work process methods to improve efficency and accuracy
Timeline
Decision Review Officer/Rating Quality Review Specialist / GS-13
Department of Veterans Affairs
02.2023 - CurrentRead More
Rating Veterans Service Representative (RVSR) / GS-12
Department of Veterans Affairs
01.2017 - 02.2023Read More
Supervisory Veterans Service Representative / GS-12/ GS-13
Department of Veterans Affairs
03.2014 - 01.2017Read More
Rating Veterans Service Representative (RVSR) / GS-12
Department of Veterans Affairs
03.2009 - 03.2014Read More
Veterans Service Representative / GS-11
Department of Veterans Affairs
08.2005 - 03.2009Read More
Northeastern State University
Bachelor’s Degree from Accounting
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Northeastern State University
Masters Degree from Business Administration
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Muskogee High School
High School
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