Courtney Kordiyak

Workload Management, quality, and staff services

• Distribute workload for 27 claims processors
• Utilize Veterans Benefits Management System (VBMS) to manage workload for 27 claims processors to ensure timely claims processing
• Adjudication and authorization of Veteran compensation claims
• Ensure the team's quality and timeliness of service meets performance indicator goals through monitoring production and quality reporting
• Responsible for the cost-effective use of resources to accomplish the team's assigned outcomes
• Led group discussions and activities via Teams to meet employee needs
• Attend management training sessions
• Track mandatory staff training completions to ensure compliance
• Manage and address personnel issues as needed/applicable
• Manage employee vacation and sick leave requests in compliance with workload demands
• Daily written and oral communication with senior leadership
• Monitor staff leave balances, approve/deny leave, and certify timecards
• Maintain employee records to include telework agreements, reasonable accommodation requests, performance improvement plans, and schedule change requests

Reporting, recording, and interpretation

• Utilize Tableau data sources to gather, interpret, and recommend appropriate action to address output and quality concerns
• Utilize the M21-1 Adjudication Procedures Manual to assist processors with interpreting the regulations to ensure quality claims processing
• Analyze and interpret laws, rules and regulations and their effect on the establishment of new policies, procedures, and/or methods of operation
• Run production and workload reports utilizing Tableau.
• Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
• Approached issues proactively to best meet current and future community needs.
• Created educational materials to convey important information to service recipients.
• Cultivated a strong network of colleagues nationwide to deliver necessary assistance to the Veteran community.

Reporting duties and responsibilities

• Implemented the use of a VSC employee email group for division wide emails
• Developed electronic timesheets to assist timekeepers with timecard management for over 200 employees
• Utilized Microsoft OneNote to produce a user friendly guide containing applicable manual references, FAQs, and miscellaneous information vital to Management Analyst responsibilities
• Utilized Tableau to gather and interpret daily, monthly, quarterly and yearly performance measures for senior leadership.
• Generated daily reports to present daily, monthly and fiscal year production goals to senior leadership
• Biannual completion of the Strategic Oversight and Analysis Review (SOAR)
• SME for the Electronic Document System (EDS) for inputting employee overtime
• Conducted thorough reviews of operations to devise and deploy improvement strategies.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Point of contact for data gathering and analysis for a nationwide equitable relief project
• Recommended divisional operational improvements based on tracking and analysis of claims processing data via internal audit reports (Strategic Oversight and Analysis Review)

Workload Review

• Daily distribution of priority workload reports to claims processors
• Collaborated with local leadership to establish claims processing routing rules
• Produced detailed and relevant reports for use in making business decisions.
• Gathered, documented, and modeled data to assess business trends.
• Reviewed internal systems and organized training plans to address areas in need of improvement.
• Conducted thorough reviews of operations to devise and deploy improvement strategies.

Management accountability, assistance, and staff services

• Prepared Delegation of Authorities
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Review congressional inquiries and delegated tasks appropriately to provide written responses within designated timelines
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Perform audits within the government employee leave system to ensure balances are accurately reflected and provider management with discrepancies requiring review.

Claims Processing

• Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
• Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation.
• Prepared written appeals for claimants not satisfied with rating board decisions and presented arguments before hearing officers and federal government boards.
• Conducted telephone interviews with veterans and advocates to explain benefits and related programs.
• Kept case files updated, accurate and aligned with requirements.
• Approached issues proactively to best meet current and future community needs.
• Utilizing VA policy, laws, and regulations to identify insufficient rating decisions and deferring them for correction.
• Utilize multiple electronic processing systems to input data relative to claims adjudication, processing, monitoring, and correspondence preparation
• Utilized Letter Creator and the Veterans Benefits Management System (VBMS) to compose correspondence letters to explain current status of applications and request additional documentation.
• Coordinated with different service providers to meet clients' individual needs.

Clinic Grid Management

• Gather and analyze data regarding clinic operations to include primary care appointment utilization. Interpreted this date to identify possible issues and determine accuracy of auto inactivation, pending patient status and Primary Care un-assignments.
• ·Develop recommendations for management regarding processes and procedures to ensure workflow efficiency to include but not limited to; grid utilization, traveling Veteran coordination and new patient eligibility.
• Collaborate with division leadership regarding clinic grid structure efficiency and utilization to include in cancelling clinic availability, inactivating clinics no longer utilized and adjusting and/or creating new clinic profiles as needed.
• Follow the Clinic Management protocol to submit electronic requests for new appointment clinics (grids) while ensuring appropriate stop codes are assigned.
• Monitor patient access and availability for 16 Primary Care clinics.
• Schedule new patient consults utilizing VISTA scheduling package while adhering to national scheduling policies and regulations.
• Determine Veteran Primary Care assignment utilizing data generated from the Panel Capacity and Workload reports.
• Perform scheduling audits on new patient appointment audits rescheduled by Medical Support Assistants and educate on corrective actions as needed.
• Perform all administrative needs for clinic profile building and maintenance of over 400 clinics within the Appleton CBOC to include Primary Care, Dietary services, Social Work, Specialty care and Mental Health
• Train clinic providers, both in person and via Teams, regarding how the grid structure process and how it is utilized.
• Provided general program information and assistance.

Program Support

• Increased customer service success rates by quickly resolving issues.
• Performed clerical organization, answered phones and filed documentation for program manager.
• Analyzed program information to present innovative solutions to program supervisors.
• Volunteered to help with special projects of varying degrees of complexity.
• Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
• Managed data and correspondence to secure information across complex landscapes of organizational departments.
• Proofread and edited documents for accuracy and grammar.
• Trained employees on office policies and procedures.
• Completed daily logs for management review.
• Assisted in gathering of program data to compose thorough monthly reports.
• Managed information flow on behalf of program supervisors using digital organizational systems.
• Communicated clearly with program staff and participants through written and digital correspondence.
• Utilization of Power BI, VSSC, Corporate Data Warehouse, Pyramid Analytics and RAMP for data and report gathering
• Involved in a process improvement project with leadership to update the clinic cancellation process division wide.
• Records management liaison

Patient Centered Management Module Coordinator

• Establish and define healthcare teams within the PCMM system.
• Performed wide-ranging administrative, financial and service-related functions.
• Assign staff to appropriate team roles within the defined teams.
• Maintain accuracy of staff FTE within the defined teams
• Manage and update room assignments for each Primary Care Provider
• Assign patients to Patient Aligned Care Teams (PACT)
• Review information alerts to include patient death notifications and patient transfers.
• Conduct analysis of the Auto Inactivation Report to determine validity of those patients who will inactivate in PCMM. Extend inactivation as deemed appropriate.

• Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Facilitated communication between patients and various departments and staff.
• Provided excellent customer service to patients and medical staff.
• Responded to inquiries by directing calls to appropriate personnel.
• Engaged with patients to provide critical information.
• Resolved customer complaints using established follow-up procedures.
• Helped address client complaints through timely corrective actions and appropriate referrals.
• Recommended service improvements to minimize recurring patient issues and complaints.
• Prepare quarterly reports for local leadership to monitor, analyze and interpret data to identify trends, discrepancies and to make corrective actions.
• Maintain up to date knowledge on VA legislature, policies, and procedures to ensure patient concerns are addressed with the most accurate information.

• Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
• Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
• Organized patient records to research records, extract medical information and review records for completeness and accuracy.
• Maintained and obtained medical records.
• Mailed patient appointment letters.
• Scheduled appointments for patients at the John H. Bradley VA Outpatient Clinic
• Interviewed patients to verify and update clinical and demographic records.
• Used the Computerized Patient Record System (CPRS) to maintain and record patient data and generate reports.
• Verified and updated clinical records.
• Performed medical records management, including filing, organizing and scanning documents.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff for 10 specialty clinic providers
• Liaised with patients and addressed inquiries, appointment requests and billing questions.
• Oriented and trained new staff on proper procedures and policies.
• Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
• Maintain accurate patient discharge reports

• Coordinated patient appointments and scheduling to promote optimal clinician productivity and patient satisfaction.
• Reviewed and explained insurance plans to patients to guarantee full understanding of payment policies and procedures.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Provided excellent customer service to patients and medical staff.
• Verified patient insurance eligibility and entered patient information into system.
• Facilitated communication between patients and various departments and staff.
• Taught patients and families to use at-home medical equipment.
• Followed document protocols to safeguard confidentiality of patient records.
• Engaged with patients to provide critical information.

• Coordinated care with team doctors, athletes, families, and coaches.
• Delivered emergency care for injured athletes on field or at sporting events.
• Liaison between athletes, coaches and doctors to coordinate appointments and support wellness.
• Developed and implemented preventive programs to minimize injuries.
• Provided licensed medical coverage for a variety of athletic activities which includes the prevention, treatment, and rehabilitation of injuries.
• Completed routine medical supply inventory and negotiate outside bids for items needed.
• Administered pre-participation exams.
• Bridge post-surgical ACL patients to return-to-sport conditioning.
• Updated, organized, and maintained electronic medical records with demographic and billing information.
• Maintained annual provider status in conjunction with the National Athletic Training Association and the Board of Certification
• Conducted annual staff in-services
• Recorded patient medical histories and performed necessary tests to determine recommendations to physicians