Jane Wise
Ottumwa,IA
Summary
Dedicated Senior Veteran Service Representative experienced in claims processing and benefits eligibility. Resolved complex inquiries and improved veteran engagement through effective customer relationship management and data analysis. Focused on optimizing service delivery by coordinating communication and supporting outreach initiatives. Dedicated and knowledgeable Senior Veteran Service Representative with a strong background in customer relationship management and outreach initiatives. Skilled in medical documentation and resolving complex inquiries, enhancing veterans' understanding of their benefits and services. Compassionate professional with robust skills in claims processing and benefits navigation. Committed to supporting veterans by leveraging problem-solving abilities and data analysis to ensure efficient service delivery.
Overview
33
33
years of professional experience
Work History
Senior Veteran Service Representative
Department of Veterans Affairs
Des Moines, Iowa
09.2001 - 04.2025
- Assisted veterans in navigating benefits and services eligibility, ensuring clarity and understanding.
- Processed applications and documents for various veteran support programs.
- Provided comprehensive information about health care services and enrollment options to enhance veteran awareness.
- Coordinated communication between veterans and service providers to facilitate timely access to services.
- Developed training materials for new service representatives on procedures.
- Resolved issues by liaising with different departments within the organization.
- Documented veteran interactions and support requests accurately.
- Supported outreach initiatives to enhance veteran engagement with available resources.
- Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
- Updated accounts with recent information and processed customer payments.
- Managed incoming calls from customers seeking assistance with their orders or other services.
- Escalated complex issues and set up appointments for further service.
- Worked closely with supervisors to ensure that tasks were completed according to company standards.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Resolved customer concerns with friendly and knowledgeable service.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Greeted customers and answered inquiries in a professional manner.
- Upheld strict standards for quality and performance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Evaluated veteran benefits applications for accuracy and completeness.
- Reviewed eligibility criteria and applied regulations to case assessments.
- Collaborated with healthcare providers to gather necessary documentation.
- Assisted veterans in understanding their benefit options and processes.
- Conducted training sessions for new team members on policy updates.
- Maintained detailed records in the claims management system for tracking purposes.
- Coordinated with other agencies to ensure comprehensive service delivery for veterans.
- Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Performed administrative tasks such as maintaining case files, completing paperwork associated with rating decisions, generating reports related to caseloads and workloads.
- Reviewed rating decisions for accuracy prior to submitting them for approval by higher level officials.
- Advised veterans about their rights under federal laws governing eligibility for VA benefits.
- Researched veteran records in order to determine eligibility for benefits.
- Compiled data from various sources such as military personnel files, hospital records, legal documents in order to make a determination concerning entitlement or non-entitlement to certain benefits.
- Provided assistance to veterans with filing claims and appeals to the Department of Veterans Affairs.
- Collaborated with other departments within the VA organization in order to ensure timely processing of claims.
- Maintained up-to-date knowledge of VA regulations, policies, and procedures related to disability ratings.
- Responded promptly to inquiries from veterans regarding status of claims or appeal decisions.
- Analyzed medical reports from physicians and other healthcare providers in order to determine extent of disability due to service connected injuries or conditions.
- Assessed medical evidence submitted by veterans for rating decisions.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Audited customer account information to identify issues and develop solutions.
- Resolved inquiries from veterans regarding claims status and appeals process.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Prepared written summaries of findings based on review of medical evidence, veteran's statements, and other relevant documents.
- Explained the appeal process when a claim was denied or partially approved.
- Conducted interviews with veterans and their families regarding service history, disabilities, and other pertinent information.
- Informed veterans about changes in laws that affect their entitlements or benefits.
- Attended conferences pertaining to issues impacting veterans' services.
- Participated in training sessions conducted by supervisors or senior staff members.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Collaborated with fellow team members to manage large volume of claims.
- Examined claims, records and procedures to grant approval of coverage.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
Military Pay Technician
Defense Finance And Accounting Services
Cleveland, Ohio
06.1994 - 09.2001
- Processed military pay transactions for personnel across various branches.
- Reviewed and verified pay records for accuracy and compliance with regulations.
- Assisted service members with inquiries regarding pay and entitlements.
- Collaborated with finance teams to resolve payment discrepancies efficiently.
- Maintained up-to-date knowledge of military pay policies and procedures.
- Utilized payroll systems to input data and generate reports regularly.
- Provided support during audits conducted by external agencies such as Department of Defense Inspector General's Office.
- Generated periodic reports analyzing trends in employee performance, leave requests and other related activities as needed.
Sales Associate
Kaufmann's Department Store
Cleveland, Ohio
03.1992 - 06.1994
- Assisted customers in identifying products and making informed purchasing decisions.
- Managed inventory levels and organized merchandise displays for optimal presentation.
- Processed sales transactions accurately using point-of-sale systems.
- Maintained cleanliness and organization of the sales floor to enhance shopping experience.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Provided accurate information about products, prices and services.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Maintained up-to-date knowledge of store merchandise and policies.
Education
Bachelor of Arts - Clinical Psychology
Cleveland State University
Cleveland, OH03-1992
Skills
- Claims processing
- Benefits eligibility
- Medical documentation
- Medical terminology
- Customer inquiries
- CRM management
- Database maintenance
- Inbound and outbound calling
- Microsoft office expertise
- Data analysis
- Problem solving
- Outreach initiatives
- Customer relationship management
Languages
English
Professional
Timeline
Senior Veteran Service Representative
Department of Veterans Affairs
09.2001 - 04.2025
Military Pay Technician
Defense Finance And Accounting Services
06.1994 - 09.2001
Sales Associate
Kaufmann's Department Store
03.1992 - 06.1994
Bachelor of Arts - Clinical Psychology
Cleveland State University