Deliah Thomas
Waco,TX
Summary
Experienced with evaluating and adjudicating veteran claims. Utilizes regulatory knowledge and analytical skills to ensure fair and timely decisions. Track record of effective communication and teamwork, fostering positive relationships with veterans and colleagues. Diligent Rating Veterans Services Representative with solid foundation in assessing and processing veteran benefits claims. Proven ability to manage complex cases efficiently and ensure timely resolution, benefiting both veterans and organization. Demonstrated proficiency in applying regulatory guidelines and collaborating with multidisciplinary teams.
Overview
17
17
years of professional experience
Work History
Rating Veteran Service Representative
US Department of Veterans Affairs
09.2016 - Current
- Conducted thorough research on claim-related issues, leading to more informed decisions on benefit entitlements.
- Maintained accurate records of all veteran interactions, resulting in streamlined communication and improved case management.
- Maintained confidentiality and sensitivity when dealing with personal information, adhering to privacy laws and ethical standards.
- Managed high caseloads efficiently while maintaining attention to detail and accuracy in disability evaluations.
- Contributed to team success by sharing expertise in VA benefits administration during training sessions and workshops.
- Assisted colleagues as needed, demonstrating flexibility while contributing positively towards overall team performance.
- Collaborated with interdisciplinary teams to accurately evaluate disability claims and determine appropriate ratings.
- Delivered high-quality customer service to veterans, addressing concerns and providing guidance on benefits eligibility.
- Validated claim determinations through meticulous analysis of relevant evidence before finalizing decisions.
- Educated veterans regarding their rights under various compensation programs or vocational rehabilitation services available.
- Worked closely with medical professionals to obtain necessary documentation for proper evaluation of disability claims.
- Resolved complex issues related to appeals or discrepancies in initial findings after conducting thorough investigations.
- Reduced processing time for claims by identifying areas for improvement and implementing new strategies.
- Enhanced claim processing efficiency by streamlining workflow processes and implementing best practices.
- Provided support to veterans by addressing inquiries, guiding them through the claims process, and ensuring timely responses.
- Stayed up-to-date with policy changes for accurate representation of veterans'' rights, ensuring compliance with federal regulations.
- Ensured consistent application of legal standards across all cases by adhering to established guidelines when rating disabilities.
- Developed strong relationships with internal stakeholders to foster a collaborative work environment focused on achieving results.
- Participated in professional development opportunities to enhance knowledge of VA regulations, policies, and procedures.
- Checked documentation for accuracy and validity on updated systems.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Prepared detailed reports on assigned cases for review by senior staff members and decisionmakers.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Posted payments to accounts and maintained records.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Processed and recorded new policies and claims.
Veterans Service Representative
US Department of Veterans Affairs
08.2012 - 09.2016
- Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
- Increased accuracy in benefit determinations by thoroughly researching military records, medical documentation, and other relevant materials.
- Conducted in-person and telephone interviews with veterans and advocates to explain benefits and related programs.
- Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
- Reviewed and requested medical records, military personnel records and service verification records to determine eligibility status.
- Utilized [Software] to compose correspondence letters to explain current status of applications and request additional documentation.
- Collaborated with interdisciplinary teams to ensure timely processing of claims and delivery of services to veterans.
- Ensured compliance with all applicable laws, regulations, policies while managing sensitive information about Veteran's personal data securely.
- Enhanced veteran support by efficiently reviewing and processing claims and benefit applications.
- Participated in regular professional development trainings to stay informed on changes affecting veterans'' access to appropriate benefits and resources.
- Maintained up-to-date knowledge of federal regulations, policies, and procedures related to veteran benefits administration.
- Kept case files updated, accurate and aligned with requirements.
Contact Representative
US Department of Veterans Affairs
04.2011 - 08.2012
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
- Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Participated in regular professional development opportunities to enhance skills and stay current on industry trends.
- Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved customer inquiries and complaints quickly.
Contact Center Generalist
CO-OP Financial Services
09.2008 - 04.2011
- Improved customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Enhanced customer loyalty by delivering exceptional service and consistently exceeding expectations.
- Provided constructive feedback to peers and supervisors for the continuous enhancement of contact center operations and overall customer experience.
- Increased first-call resolution rates, providing comprehensive assistance to customers during initial interaction.
- Managed escalated calls professionally, addressing concerns effectively to maintain high levels of customer retention.
- Utilized strong multitasking abilities when managing multiple channels of communication including phone calls, emails, and live chats.
- Met individual and team goals and surpassed minimum number of appointments and dials per hour.
- Streamlined communication processes for enhanced team collaboration and productivity.
- Employed assertive and courteous communication to secure appointments from contacts.
- Connects with callers with friendly and enthusiastic attitude.
- Reduced average call handling time with effective problem-solving skills and prompt resolutions.
- Participated in process improvement initiatives, resulting in streamlined operations and improved overall contact center efficiency.
Education
Master of Science - Human Relations And Business
Amberton University
Garland08-2009
Bachelor of Science - Political Science
Tarleton State University
Stephenville, TXSkills
- Claims evaluation
- Proficient in Microsoft Office
- Effective oral communication
- Interpretation of regulations
- Claims analysis
- Microsoft office
- Oral communication
- Policy interpretation
- Veterans benefits
Timeline
Rating Veteran Service Representative
US Department of Veterans Affairs
09.2016 - Current
Veterans Service Representative
US Department of Veterans Affairs
08.2012 - 09.2016
Contact Representative
US Department of Veterans Affairs
04.2011 - 08.2012
Contact Center Generalist
CO-OP Financial Services
09.2008 - 04.2011
Master of Science - Human Relations And Business
Amberton University
Bachelor of Science - Political Science
Tarleton State University
Similar Profiles
Gregory EllisGregory Ellis
Advanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans HealthcareAdvanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans Healthcare
Bruce RitenburgBruce Ritenburg
VETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits AdminVETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits Admin
Camilla LanierCamilla Lanier
Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)
Angela Antoinette PerkinsAngela Antoinette Perkins
Health System Specialist at Department of Veterans Affairs/ Veterans Health AdministrationHealth System Specialist at Department of Veterans Affairs/ Veterans Health Administration
Ernesto LopezErnesto Lopez
Office Assistant at R & A Associates, IncOffice Assistant at R & A Associates, Inc