Darrell Harrod
Littleton,CO
Summary
Dynamic Program Analyst Assistant with the Department of Veteran Affairs, skilled in call evaluation and quality assurance. Proven track record in training coordination and data analysis, enhancing team performance and customer satisfaction. Adept at knowledge management, fostering collaboration, and driving innovative solutions to improve operational efficiency.
Overview
25
25
years of professional experience
Work History
Program Analyst Assistant
Department of Veteran Affairs
02.2006 - Current
- Evaluated CSR performance for quality assurance and coaching enhancement.
- Conducted 10 to 12 face-to-face coaching sessions monthly for customer service agents.
- Managed Call Simulations in a training environment for Family Care and Non VA-Care programs.
- Performed weekly quality evaluations and provided coaching assessments three times a month.
- Monitoring incoming phone calls and outgoing correspondence that was generated within the call center of the Heath Administration Center (HAC).
- Second standard is the heart of the call or the technical portion of the call, this is where I can see if the information being given is accurate and is the Customer Service Center agent engaging in the conversation by asking probing question and confirming why the beneficiary or provider is calling.
- Third standard of the call is the closing, I listen for the agent to give feed back to what they have answered the callers question completely, this helps to allow for one call resolution.
- When I was evaluating pieces of correspondence I first look to see if the cover sheet is completely filled out and filled out correctly, I also look to make sure the CSR has developed the correspondence correctly; I would also look to make sure all appropriate documentation is being submitted, and that all comments have been entered into the appropriate fields.
- In my current position as a Program Analyst Assistant, I have helped with the training of some of the new full-time employees (FTE’s) in the call center here at The Heath Administration Center for the CHAMPVA and Spina Bifida, FMP programs.
- During the training I would instruct the class on proper techniques on how look up claims in Stellent to see if they had been received.
- Completes daily, monthly, quarterly, and annual reports and statistical data analyses that provides a snapshot of both program success and inefficiencies.
- I have created power point presentations for training fellow employees and supervisors on how to use Speech Analytics program.
- I evaluate 18 calls a week for the purpose of quality and program knowledge for the Family Care program, Spina Bifida program, Non VA-Care program and the foreign Medical program.
- Coached 16 to 19 Customer Service Agents (CSR) monthly to improve their knowledge and skills in daily duties and program knowledge for the Family Care program, Spina Bifida program, Non VA-Care program, and the Foreign Medical program.
- I have manage multiple training classes of new hires for the C4 programs.
- Detailed to KM (Knowledge Manuals) to assist with the backlog for 90 day starting December 11, 2023.
- Veterans Health Administration, Office of integrated Care (ivc)
Detailed to KM (Knowledge Manual)
Department of Veteran Affairs
12.2023 - 05.2024
- Edited, researched, and created new KM articles to improve knowledge sharing.
- Completed KM Author Training to enhance content accuracy and quality.
- Managed detention process for 120 days, ensuring compliance with regulations.
Lead for CHAMPVA AND Pre-Auth/Spina Bifida department
Department of Veteran Affairs
04.2005 - 02.2006
- Led technical team, addressing inquiries from customer service agents on claims, eligibility, and preauthorization to enhance support efficiency.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Agent
Department of Veteran Affairs
03.2003 - 04.2005
- Served as customer service agent in specialty unit, addressing specialized inquiries.
- Answered calls related to Spina Bifida, Foreign Medical Program, and preauthorization requests.
- Distributed preauthorization faxes to support agents in specialty unit.
Voucher Examiner
Department of Veteran Affairs
02.2001 - 03.2003
- Processed CHAMPVA and CITI claims to ensure timely reimbursement.
- Reviewed vouchers for compliance with federal regulations and guidelines.
- Analyzed documentation for accuracy and completeness before processing payments.
- Coordinated with internal departments to resolve discrepancies in voucher submissions.
Education
High School Diploma -
Hinkley High School
Aurora, CO05-1985
Skills
- Call evaluation
- Quality assurance
- Training coordination
- Data analysis
- Knowledge management
- Customer relationship management
References
- Jason Simpson, Head Emergency Room Nurse, ST Joseph’s Hospital, (303) 335-5205
- Erick Maes, Supervisory Program Analyst (R&R), Department of Veteran Affairs, (303) 331-7647
- Roger Taylor, Legal Admin Specialist (Appeals), PSD, Department of Veteran Affairs, (303) 331-7647
- David Acker, Asst Scout Master, (303) 888-3739
- Ron Taylor, Retired, (303) 515-0862
Timeline
Detailed to KM (Knowledge Manual)
Department of Veteran Affairs
12.2023 - 05.2024
Program Analyst Assistant
Department of Veteran Affairs
02.2006 - Current
Lead for CHAMPVA AND Pre-Auth/Spina Bifida department
Department of Veteran Affairs
04.2005 - 02.2006
Customer Service Agent
Department of Veteran Affairs
03.2003 - 04.2005
Voucher Examiner
Department of Veteran Affairs
02.2001 - 03.2003
High School Diploma -
Hinkley High School