Randi Thielen

I analyze medical claims by reviewing and interpreting medical records, service records, and other evidence submitted by veterans to support their claims for disability benefits.

I apply the rating schedule by utilizing the VA's Schedule for Rating Disabilities to determine the appropriate percentage of evaluation for various disabilities, considering factors like severity, impact on daily life, and permanency.

I prepare rating decisions by drafting comprehensive rating decisions that clearly explain the rationale behind the disability rating, including the reasons and bases for the decision, and informing both the Veteran Service Representative (VSR) and the claimant of the outcome.

I interpret regulations by applying relevant federal and state laws, regulations, and administrative practices related to veterans' benefits to specific cases.

I communicate decisions by providing clear and concise explanations of rating decisions to VSRs and claimants, addressing any questions or concerns they may have.

I served as a frontline veteran, family member and provider contact for the VHA Integrated Office of Veterans Care.

I took inbound calls to establish veteran and family member eligibility for the CHAMPVA benefit program. I maintained expertise knowledge of program, laws, regulations and policies, to include the ability to communicate knowledge to an extremely diverse customer base.

I have extensive knowledge of medical terminology, proprietary claims adjudication and cost and payment methodologies.

I assisted with on the job training for newly appointed Customer Service Representatives.

I worked on a project to expedite urgent documents to restore eligibility for beneficiaries in need.

I maintained start up, log and trouble shoot various screening equipment and technology to identify dangerous objects in baggage, cargo and passengers and preventing those items from being transported onto aircraft.

I coordinated with law enforcement, airport and airline management, as well as federal, state and local authorities in security risk management and threat analysis. When interacting with stakeholders I command presence and provide responsive service to their needs. By taking time to analyze and obtain pertinent information I am able to be more resourceful in addressing a multitude of issues and better mitigate the threat.

I participated in HR functions including scheduling, maintaining rotations for different work areas, and leave authorization and peer to peer mentoring and counseling. Participate and contribute to town-hall meetings, informational briefings concerning security-sensitive or classified information, diversity, safety and sexual harassment training.

I controlled terminal entry and exit points

I interacted with the public, giving directions and responding to inquiries

I maintained focus and situational awareness while in a stressful environment which includes noise from alarms, machinery and the traveling public.

I made effective decisions in both crisis and routine situations. Continuously using critical thinking skills applied to various programs as well as Standard Operating procedures. Demonstrating responsible and dependable behavior, adapting to change, new information and unforeseen obstacles. Using TACOM principles to mitigate actual and potential security threats.

I helped with the coaching, mentoring and facilitating of baggage OJT program applying Standard Operating Procedures. I analyze and point out anomalies about suspicious items helping to mitigate the threat. This helps with their knowledge base and retention levels.

I have participated in STEA drills, worked with the K-9 decoy team and have help out in the TSA Command Center here in Denver.

I provided initial contact to clientele, responding quickly and diplomatically to clients concerns to ensure superior service and satisfaction.

I handled complaints for all classes of mail nationwide.

I prepared inquiries and reports for theft of mail, lock box break-ins and delivery of mail and forwarding these inquires along to Postal Inspector for resolution.

I worked in a call center environment receiving inbound calls.

I provided open, friendly and courteous customer service for travel requests.

I used computers, typing while conducting telephone interviews.

I advised customers with questions re: travel services, trip and travel baggage insurance, benefit claims, eligibility requirements, waivers, forms and required documentation.

I recorded new and updated information in computerized database necessary for maintaining, routing and tracking correspondence.

I worked in a call center environment receiving inbound calls.

I composed proper responses for purchasing tickets to concerts, theater and sporting events using Ticketmaster's office automated software.

I used computers, typing while conducting telephone interviews re: entertainment, gardening and Home Shopping Network sales.

I reviewed and explained methodologies used to adjust Ticketmaster's fees and costs, ensuring customer satisfaction, retention of their entertainment and merchandise needs.

I advised customers with questions re: Ticketmaster's event insurance and explaining the process of filing an event claim.

I recorded new and updated information in computerized database necessary for maintaining, routing and tracking sales.