Delmer Steven Gillespie
Denver,US
Summary
Dynamic professional with a proven track record in managing and leading diverse organizations across corporate and government sectors, excelling in executive financial management, accounting, and program oversight. Expert in Congressional Liaison operations. Expertise in healthcare call center supervision, adept at navigating fast-paced, highly regulated environments while supporting veterans and their families globally. Strong capabilities in organizing complex projects, prioritizing tasks, and fostering effective communication among teams. I specialize in analyzing and interpreting data, with a keen ability to enhance productivity and morale through collaborative efforts and strategic workload management. The primary purpose in a permanent or detailed position is to leverage strong analytical and problem-solving skills to optimize patient care and administrative processes within a VA Group Practice Management setting. Passionate about servicing Veterans and committed to directly supporting VA’s mission of providing high quality healthcare.
Overview
56
56
years of professional experience
1
1
Certification
Work History
Correspondence Analyst (Triage)
VHA Office of Finance - Congressional Response Team
Denver, Colorado, US
06.2022 - Current
- Performs correspondence analyst /Congressional Liaison duties in support of executive management of VHA Office of Finance Payment Operations related to healthcare related inquires for White House, Senate, Congress, their SVAC and HVAC committees, SECVA and VA Central Office.
- These duties encompass but not limited to 1) Tangible display of analytical reasoning on response to Congressional members and their staff 2) Use decision making skill daily in termination of correct strategy to apply on inquiries 3) Communicating and Serving as a Directorate staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing healthcare related correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Key focal point for stand-up of new congressional department for VHA Office of Finance Payment Operations.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation. Demonstrate daily the ability to work independently and in a team environment.
- Led efficient and effective flow of congressional correspondence workflow primarily with Veteran inquiries.
- Evaluates problems and trends and recommends opportunities for operational improvements.
- Additionally, responsible for reviewing daily Congressional, White House, Secretary of Veterans Affairs and other special inquiries received by letter, telephone, or communication to determine the proper disposition of these inquiries.
- Completed over 150 Congressional Responses to Congressional delegation regarding MISSION Act and PACT Act related issues concerning Veterans and their surviving dependents.
- In 2023 completed over one (1) equitable relief concerning waiver for Caregiver Stipend overpayment debt.
- Develops daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional process
Correspondence Analyst (Triage)
VHA Office of Community Care - Congressional Response Team
Denver, Colorado
05.2016 - 06.2022
- Performed correspondence analyst /Congressional Liaison duties in support of executive management of VHA Office of Community Care (OCC) Congressional Correspondence Directorate.
- Served as a Directorate staff action officer responsible for advising on, coordinating, monitoring, and tracking congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Developed daily courses of action, issue taskings and work assignments, and monitors implementation.
- Responsible for the efficient and effective flow of congressional correspondence workflow.
- Evaluated problems and trends and recommended opportunities for operational improvements.
- Led development of strategy and in-depth response for House Committee for Veterans Affairs (HVAC) inquiry that provided help support Veteran centric non-profit organization that raised monies to pay emergency medical and ambulance transport bills all 50 states.
- Completed over 200 Congressional Responses to Congressional delegation regarding Foreign Medical Program, Choice, Indian Health Service, Spina Bifida, CHAMPVA, VA Care in the Community concerns and Choice policies.
Lead Congressional/VIP Liaison CBOPC Congressional Response Department (Lead Program Specialist)
VHA Chief Business Office Purchased Care
Denver, Colorado
09.2012 - 05.2016
- Performed Lead correspondence analyst /Congressional Liaison duties in support of executive management of Chief Business Office Purchased Care Congressional Response Department. Directed day to day workload of two congressional liaisons.
- Served as the Department's staff action officer responsible for advising on, coordinating, monitoring, and tracking healthcare related congressional activities; 2) Performs triage of inquiries and analyzing correspondence, requesting information, researching, expediting actions and preparing written correspondence to Congressional inquiries and/or sensitive disciplinary actions, that requires an exceptional level of trust in confidential situations must be maintained by the incumbent.
- Developed daily courses of action, issue taskings and work assignments, and monitors implementation.
- Created efficient and effective flow of congressional correspondence workflow.
- Managed over 500 formal and informal Congressional inquiries on affect all CBOPC business lines regarding Choice, CHAMPVA Eligibility and claims, VA Care of Community eligibility issues to include, claims payment, MILBIL coverage for emergency care, and request for various dependent care in a Veterans Affairs Medical Center (VAMC).
Supervisory Contact Representative, PC@HAC Customer Service Center
VA Purchased Care
Denver, Colorado
03.2011 - 09.2012
- Led and managed day-to-day operations for a 15 – 18 person contact representative Customer Service Team's activities, which include telephonic, written and/or electronic inquiries from veterans, beneficiaries and providers; Congressional liaison activity; and reconsideration of claims for benefits payable under CHAMPVA.
- The duties also included responsibilities for planning, organizing, directing, and controlling the day-to-day functions of the Customer Service Unit to ensure the programs are functioning efficiently, cost effectively, and in compliance with appropriate regulations and laws.
Contact Representative, CHAMPVA Customer Service Center
VA Health Administration Center
Denver, Colorado
06.2008 - 03.2011
- Responsible for advising veterans, dependents and providers on the Civilian Health and Medical Program of the Veterans Administration (CHAMPVA) benefits in a call center environment as a contact representative agent.
- These responsibilities also include interfacing health insurance companies and federal government entities such as Medicare and State entities such as Medicaid for claim and issue resolution.
- Instrumental in supporting a team effort in FY 2008, 2009 and 2010 HAC Gain sharing goals in timely processing of claims and answering phone calls within 45 seconds.
Vice-President/Director (Program Manager), Strategic Account Management
Faison Office Products, LLC
Aurora, Colorado
05.2000 - 05.2007
- Led office products and distribution contracts team for largest minority owned office products distributor in America with 30 Fortune 100 and Fortune 500 company in US and in Canada.
- Daily responsibilities included site implementation, business development, margin management, customer service relationship management, diversity management and overseeing of $100 million of office products and related products.
- Instrumental in ensuring over 90% renewal rate with for all contracts.
- Provided leadership and insight to the on-site contractual customer service team in support of our company’s national contract with a major Fortune 500 financial institution.
Financial Manager
United States Air Force
Various Locations Worldwide
01.1980 - 06.2000
- Served and performed outstanding within all facets of Air Force Financial Management. Achieved highest grade within non-commissioned officer rank structure. Served as chosen Senior Enlisted Advisor (Command Chief Master Sergeant) to Executive leader (Three Star General) of Air Force’s top program management/research center.
- Executive Advisor to Chief Financial Officer, and Senior Executive Service (SES) Deputy CFO, Air Force Material Command. Responsible for certification, training and work force development of 300 financial specialists nationwide in budget, cost analyst and finance and accounting.
- Directed and orchestrated standing up of Defense Finance and Accounting Service (DFAS) Operating Location – Kettering, OH (now DFAS Columbus). Successfully collaborated move and setup of work processes of 265 civilians and 60 military personnel to new building. Work setup facilitated successful mission completion in bill payments for 12 Air Force bases O&M payables and contract reconciliation component for major program management acquisition contracts.
Security Police Specialist
United States Air Force
Various locations Worldwide
06.1970 - 12.1979
- Served as a Security Police Specialist. Successfully completed, Security Police Technical School, Combat Air Base Ground Defense training for combat duties in Southeast Asia and security specialist work around nuclear facilities and numerous types of Air Force aircraft.
Education
Masters in Healthcare Administration - Healthcare Policy
Webster University
Denver, COMasters in Business Administration - Healthcare Management
Webster University
Denver, COAssociate’s degree - Resource Management (Financial Management) Technology
Community College of the Air Force
Birmingham, AlabamaBachelor of Science Degree - Industrial Management
Kansas Newman College
Wichita, KansasSome College Coursework Completed - Electrical Engineering
Air Force Institute of Technology
Stillwater, Oklahomaundefined
Webster University
Denver, Colorado08.2010
Skills
- Information gathering
- Timely project completion
- Building Team and Infrastructure
- Strong written/oral communication skills; Innate ability to multitask
- Knowledge of the missions Organizations, programs, and requirements of health care delivery systems
- Data-driven decision making
- Team player and collaborator
- Resultant problem-solver
- Critical thinker
- Proficient in data analysis
Accomplishments
- Completed VA TMS training on Introduction to Clinical Informatics
- Reviewed and established awareness of VHA Veterans Equitable Resource Allocation (VERA) 2025 Model
- Completed review of VHA Encounter 101 presentation
- Initiated a DEPSECVA LEAN inquiry resolution with VACO staff involving Veteran with emergent dental care reimbursement concerns
- Penned third articles for VHA Office of Finance Support Operations Directorate Newsletter. The most recent titled “Team Building At Its Finest” - Congressional Correspondence Department.
- Completed review of the article related to VHA Study - “The Group Practice Manager in VHA: A View From The Field”
Affiliations
American College of Healthcare Executives (ACHE) – Fellow in Training
Certification
FAC - COR Level 1 - Contracting Officer's Representative: Completed FAC-COR Level II 5-day class and CAPSTONE requirement and Final Exam.
Timeline
Correspondence Analyst (Triage)
VHA Office of Finance - Congressional Response Team
06.2022 - Current
Correspondence Analyst (Triage)
VHA Office of Community Care - Congressional Response Team
05.2016 - 06.2022
Lead Congressional/VIP Liaison CBOPC Congressional Response Department (Lead Program Specialist)
VHA Chief Business Office Purchased Care
09.2012 - 05.2016
Supervisory Contact Representative, PC@HAC Customer Service Center
VA Purchased Care
03.2011 - 09.2012
Contact Representative, CHAMPVA Customer Service Center
VA Health Administration Center
06.2008 - 03.2011
Vice-President/Director (Program Manager), Strategic Account Management
Faison Office Products, LLC
05.2000 - 05.2007
Financial Manager
United States Air Force
01.1980 - 06.2000
Security Police Specialist
United States Air Force
06.1970 - 12.1979
Masters in Business Administration - Healthcare Management
Webster University
Associate’s degree - Resource Management (Financial Management) Technology
Community College of the Air Force
Bachelor of Science Degree - Industrial Management
Kansas Newman College
Some College Coursework Completed - Electrical Engineering
Air Force Institute of Technology
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Webster University
Masters in Healthcare Administration - Healthcare Policy
Webster University
Training
- Certificate of Completion – Introduction to Clinical Informatics –2025
- Certificate of Completion – American College of Healthcare Executives (ACHE) Webinar – “Leading Through Uncertainty in Healthcare: Strategies for Effective Change Management.” – 2025
- Completed VA Action Officer Training – Office of the Executive Secretary (001B) - 2025
- Certificate of Completion – ACHE – Executive Leadership: Maintaining Excellence in a Challenging Environment - 2024
- Certificate of Completion - VA ILEAD X Senior Leader Module – 2024
- Certificate of Completion – VA ILEADX Manager Module – 2024
- Certificate of Completion – Project Management - Linked In – Power Moves and Leading with Influence – 2024
- Certificate of Completion – Project Management – Linked in Premium - Project Management – Government Projects – 2021
- Certificate of Completion – Project Management – Healthcare Projects - 2021
- Systems Thinking, Linked In 2021
- Critical Thinking, Linked In Premium, 2021
- Measuring Business Performance, Linked In Premium, 2021
- Power BI: Dashboards for Beginners, 2021
- Project Management Simplified, Linked In Premium, 2021
- Executive Leadership, linked In Premium, 2021
- OPM - Colorado Leadership Development Program, 2019
- Congressional Operations Course, Georgetown University, Washington, DC, 2017
- Professional Writing Course – How to Write for Congress, 2017
Community Service
Soldier’s Angels, Volunteer, 2025, Volunteer with Soldier’s Angels, a non-profit supporting Veterans and their dependents with needed food items., Volunteer for VISN 19 and VHA Office of Finance Payment Operations VA 2K Project supporting fitness and support for Veterans., Church outreach team volunteer to Denver Maximum Security Prison to bring eternal hope and encouragement to imprisoned women - Veteran and non-Veteran.
Awards
2025, STAR AWARD – VHA Office of Finance Payment Operations, 2024, VHA Office of Payment Operations – Support Operations Director’s Coin Presentation., 2021, VHA Office of Community Care, Business Operations & Administration Executive Directorate FY 2021 4th Quarter Customer Service Award., 2019, Secretary of Veterans Affairs’ Gears of Government Award (Initiative Award).