LOREION MCCRAY
Ontario
Summary
Dedicated federal employee with over five years of Department of Veterans Affairs experience supporting veterans through eligibility review, records analysis, customer service, case management support, and administrative operations. Skilled in researching and verifying information, interpreting policies and procedures, maintaining accurate electronic records, resolving complex customer concerns, and managing high-volume workloads. Proven ability to communicate effectively with veterans, authorized representatives, healthcare professionals, and multidisciplinary teams while ensuring compliance with federal regulations and VA policies.
Overview
12
12
years of professional experience
Work History
Advanced Medical Support Assistant (AMSA)
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
04.2024 - Current
- Review, analyze, and verify veteran information to determine eligibility for healthcare services, admissions, beneficiary travel, registrations, and related VA programs.
- Interpret and apply VA regulations, policies, directives, and procedures to ensure compliance and accurate administrative actions.
- Conduct research utilizing CPRS, VistA, CTM, DSS, and VSEGUI to obtain, verify, update, and maintain veteran records.
- Analyze medical and administrative documentation for completeness, accuracy, and proper disposition.
- Communicate eligibility requirements, administrative procedures, and available services to veterans, family members, and authorized representatives.
- Manage a high-volume workload involving consults, referrals, appointment coordination, follow-up actions, and records management.
- Identify discrepancies, resolve issues, and recommend corrective actions to improve accuracy and efficiency.
- Prepare, maintain, and safeguard sensitive electronic records in accordance with federal privacy requirements.
- Collaborate with providers and multidisciplinary teams to ensure timely completion of veteran services and administrative requirements.
- Resolve complex customer concerns and explain decisions, procedures, and next steps using sound judgment and professionalism.
Advanced Medical Support Assistant (AMSA)
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
07.2023 - 04.2024
- Reviewed veteran records and administrative documentation to determine appropriate actions supporting healthcare eligibility processes.
- Researched and verified information from multiple VA databases to ensure record accuracy and completeness.
- Coordinated consults, referrals, follow-up care, and administrative actions through completion.
- Applied VA policies and procedures while maintaining accuracy in a fast-paced environment.
- Assisted veterans and representatives by explaining program requirements, administrative processes, and available services.
- Maintained detailed documentation and ensured compliance with federal regulations and privacy standards.
- Collaborated with healthcare teams to resolve issues and improve service delivery to veterans.
Medical Support Assistant
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
06.2022 - 07.2023
- Provided administrative and customer service support to veterans, visitors, and healthcare staff in a high-volume federal healthcare environment.
- Gathered, reviewed, verified, and documented information supporting healthcare operations and veteran services.
- Assisted with records management, scheduling functions, documentation review, and administrative support activities.
- Maintained accuracy of electronic records and ensured compliance with established policies and procedures.
- Coordinated with healthcare professionals to facilitate patient care and operational objectives.
- Addressed inquiries, resolved concerns, and provided professional assistance to veterans and the public.
Health Aid (Office Automation)/COVID-19 Primary Screener
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
12.2020 - 06.2022
- Collected, verified, and documented health-related information while maintaining confidentiality and accuracy.
- Reviewed screening information and escalated findings according to established procedures.
- Maintained detailed records and completed administrative documentation supporting facility operations.
- Collaborated with clinical teams to ensure compliance with federal health and safety requirements.
- Provided direct customer service to veterans, visitors, and employees in a high-volume environment.
Front Desk Agent
Residence Inn by Marriott
12.2019 - 03.2020
- Managed customer inquiries, reservations, records, and account information.
- Resolved customer concerns while maintaining high standards of service.
- Maintained accurate records, reports, and financial transactions.
Customer Service Representative
Federal Emergency Management Agency (FEMA)
09.2017 - 12.2017
- Conducted applicant interviews and verification activities to determine eligibility for federal disaster assistance programs.
- Reviewed supporting documentation and processed case information in accordance with federal guidelines.
- Explained program requirements, eligibility criteria, and available resources to applicants.
- Resolved complex inquiries and de-escalated difficult situations while maintaining professionalism.
Receptionist
Gould-Saltman Law Offices, PC
04.2014 - 12.2016
- Reviewed, organized, and maintained legal records and case files.
- Processed legal correspondence and technical documentation.
- Assisted with records retention and file management activities.
- Ensured accuracy and completeness of legal and administrative documents.
Education
Communications -
Chaffey College
Rancho Cucamonga, CA12-2026
Diploma -
Colony High School
Ontario, CaliforniaSkills
- Veterans Services
- Eligibility Determinations
- Records Review & Analysis
- Case Management Support
- Policy & Regulatory Compliance
- Administrative Operations
- Research & Information Verification
- Electronic Records Management
- Customer Service
- Conflict Resolution
- Written & Verbal Communication
- Microsoft Office Suite
- VistA
- CPRS
- VSEGUI
- CTM
- DSS
- Electronic Records Management Systems
Additional Qualifications
- Extensive experience interpreting policies, procedures, and administrative requirements.
- Experienced reviewing records, researching information, and determining appropriate administrative actions.
- Strong ability to explain complex processes and requirements to veterans and stakeholders.
- Demonstrated success managing multiple priorities while maintaining accuracy and attention to detail.
- Proven commitment to providing exceptional service to veterans while supporting organizational goals and mission requirements.
Timeline
Advanced Medical Support Assistant (AMSA)
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
04.2024 - Current
Advanced Medical Support Assistant (AMSA)
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
07.2023 - 04.2024
Medical Support Assistant
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
06.2022 - 07.2023
Health Aid (Office Automation)/COVID-19 Primary Screener
DEPARTMENT OF VETERANS AFFAIRS – LOMA LINDA VA HEALTHCARE SYSTEM
12.2020 - 06.2022
Front Desk Agent
Residence Inn by Marriott
12.2019 - 03.2020
Customer Service Representative
Federal Emergency Management Agency (FEMA)
09.2017 - 12.2017
Receptionist
Gould-Saltman Law Offices, PC
04.2014 - 12.2016
Communications -
Chaffey College
Diploma -
Colony High School