Jenna Bryan

• Lead cross-functional teams in improving DBQ infrastructure, enhancing workflows, and ensuring compliance.
• Serve as the company's DBQ Subject Matter Expert, maintaining up-to-date knowledge of the VA’s Rating Schedule.
• Direct department-wide strategy, setting clear goals and performance metrics for DBQ Generation and Quality Control teams.
• Oversee and mentor multiple supervisors and teams across the US and overseas, driving accountability and performance.
• Develop and implement structured performance management processes, fostering employee growth and operational excellence.
• Own full-cycle hiring, onboarding, and team training, ensuring seamless integration of new hires.
• Optimize workflow efficiency by identifying and eliminating process roadblocks, resulting in increased productivity.

• Maintained strict KPIs, ensuring DBQs were completed within 15 business days and quality reviews within 5 business days.
• Led training initiatives for overseas teams and new QC members, improving overall department efficiency.
• Designed and implemented written quality control protocols, overseeing data collection and reporting.
• Monitored team performance and provided constructive feedback, leading to a 10% increase in accuracy.
• Developed 17 new specialty mini-reviews, expanding diagnostic support for conditions such as heart disease and Parkinson’s.
• Created and standardized DBQ mapping for Salesforce integration, working with development teams to refine new processes.

• Led the QA department during a transition period, implementing workflow enhancements that reduced backlogs.
• Developed comprehensive training programs, ensuring team proficiency in quality assurance procedures.
• Provided strategic leadership to meet deadlines, improve efficiency, and drive process improvements.

• Managed performance tracking, identifying areas for improvement and implementing corrective strategies.
• Created detailed step-by-step guides for QC and Final Review processes, improving standardization across teams.
• Mentored and onboarded new hires, ensuring a smooth transition into QC, QA, and Generation roles.

Generation:

• Accurately transcribed and reviewed medical documentation for DBQ submissions, ensuring compliance with VA guidelines.

Quality Control:

• Conducted thorough Quality Control reviews, minimizing errors and ensuring high document accuracy.
• Proactively identified trends in errors and implemented corrective measures, reducing rework and improving first-pass approval rates.
• Reviewed complex cases requiring in-depth medical knowledge, identifying potential discrepancies and proactively escalating concerns for resolution.
• Conducted deep-dive quality audits, pinpointing areas for improvement and eliminating recurring documentation errors that impacted case approvals.

• Managed office documentation and maintained accurate financial and scheduling records.
• Performed administrative tasks such as filing, data entry and answering phones.
• Updated records related to daily service requests, preventative maintenance activities, and repairs performed.
• Ordered parts and supplies for maintenance jobs.
• Created and maintained maintenance logs to track repairs and preventive maintenance schedules.