JACOB SCOTT
Berkley,MI
Summary
I am a experienced quality specialist offering a successful record of skilled leadership in the form of onboarding and training the majority of the current BEST division, implementing several special projects to address unique workflow issues, identifying quality trends and implementing improvement processes, and developing employees into leadership roles. As an assertive and objective oriented person, I need little to no supervision to effectively operate in my position and manage multiple projects throughout their life-cycles. I put people at ease and can easily develop good rapport with supervisors, colleagues, and clients alike.
Overview
9
9
years of professional experience
Work History
Authorization Quality Review Specialist
U.S. Department Of Veterans Affairs
02.2023 - Current
- Developed various quality assurance processes for character of discharge and dependency with emphasis on work procedures and techniques that have been distributed on a national level.
- Implemented and served as lead for the Character of Discharge special project mandated by the Office of Field Operations. Successfully trained, clarified policy, and oversaw implementation of new procedures to address Character of Discharge mandate.
- Implemented and served as point of contact and lead for the Failure to Upload Dependency special project mandated by the Office of Field Operations. Created training materials, FAQs, templates, guidelines, clarified policy, and successfully conducted multiple training sessions and guidance meetings for BEST Division to address Detroit's share of 80,000 missed dependency claims.
- Conducted mentoring, live training sessions, and reviews for three separate training groups and their sister station counterparts in first eight months in AQRS position.
- Performed individual quality reviews to determine the authorization quality level of individual VSRs for purposes of individual performance standards in accordance with an established monthly schedule.
- Conducted focused "in-process reviews" for cases to determine the accuracy of claims action taken. (Such reviews are for station-level feedback and improvement only, not used for individual performance standard purposes.)
- Identified and shared authorization quality trend information with management on an ongoing basis and with the VSRs during training sessions.
- Evaluated and identified deficiencies of all elements of a claim from evidence development, income and dependency issues, to award processing and authorization. Provided an explanation of errors and includes comments where attention is warranted.
Senior Veteran Service Representative
US Department Of Veterans Affairs
06.2018 - 02.2023
- Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols
- Enhanced collaboration between team members by preparing meeting materials and issuing post meeting outlines and reports for further guidance of claims processing procedures
- Perform final reviews for Veterans Service Representatives to ensure authorization and payout of accounts adhere to agency regulations and controls
- Conducted account audits and made corrections to resolve decision errors made during initial processing and development
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of projects and specialized tasks within required time frames
- Coordinated and completed independent projects designed to reduce average account workload by over 35 days (received special commendation)
Veteran Service Representative
United States Department of Veterans Affairs
06.2014 - 06.2018
- Managed life cycle of claims to monitor developments, determine grants in higher payments, ensure compliance with VA policy and code of federal regulations
- Conducted additional review and development for veterans claims to resolve inconsistencies and missing information
- Conducted inquiry in conjunction with quality review team that resulted in station-wide policy change regarding interpretation of legal VA regulations
- Created training materials including decision flow charts, development and notification letter templates, training power points, system user guides and tools, and financial payments excel calculator
- Conducted recorded veteran hearings with power of attorney organizations and advocates present for claim resolution
- Served as training mentor for 36 trainees, assisting them in during both their 90 day training period. Also provided quality reviews scores with recommendations and needed corrective actions
Education
Bachelor of Science - Double Major - Economics, Political Science
Central Michigan University
Mount Pleasant, MI05.2014
Skills
- Informative written and spoken communication
- Regulation interpretation and compliance
- Financial auditing
- Project efficiency
- Managing multiple accounts
- Analytical Reasoning
- Maintaining high-quality work
- Providing analysis and support to management
- Independent action and time management
- Evaluation and resolution of accounting errors
- Maintaining team and client relationships
- Debt payment scheduling
- Project scheduling
- Review and finalization of submitted work
Timeline
Authorization Quality Review Specialist
U.S. Department Of Veterans Affairs
02.2023 - Current
Senior Veteran Service Representative
US Department Of Veterans Affairs
06.2018 - 02.2023
Veteran Service Representative
United States Department of Veterans Affairs
06.2014 - 06.2018
Bachelor of Science - Double Major - Economics, Political Science
Central Michigan University
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