Vonda I. Potter
Grayson,KY
Summary
Highly experienced and well-trained customer service professional with sound knowledge and judgment honed over a 21 year career to include 18 years in nursing and 3 years as a Veterans Service Representative. Offering the knowledge and abilities necessary to deliver exceptional care and service to every Veteran. Experienced team leader proficient in assessing, planning, implementing, evaluating, and managing administrative issues. A hardworking and reliable professional focused on going above and beyond to support the team and to serve others.
Overview
21
21
years of professional experience
Work History
Veterans Service Representative
Veterans Benefits Administration
11.2022 - Current
- As a Veterans Service Representative in pre-development I process disability and compensation claims by reviewing and requesting medical records, military personnel records, and service verification records to determine eligibility status.
- I utilize VBMS and letter creator to compose correspondence letters to explain current status of applications and request additional documentation. I also have great customer service experience and often contact Veterans, POAs, vendors, and other facilities as needed to retrieve required information needed for claim processing.
- I review all documents in the Veterans e-folder and interpret current laws and regulations set in place. Sound judgement is used to determine the next step in processing the claim including ordering exams and medical opinions.
- I was assigned and continue to work a special project which includes the processing of priority compensation claims such as terminally ill, hardship, homeless, and for Veterans over the age of 85 years of age. In addition I was chosen to be a regional office Homeless Veterans Coordinator which includes reviewing and expediting claims for our homeless Veterans and answering homeless email inquiries in a timely manner.
- I previously was assigned and worked claims relating to Agent Orange exposed Veterans. At that time I answered all exposure and stressors emails in a timely manner with information and guidance from current laws, regulations, and standard operating procedures to ensure the claim was processed in an efficient and timely manner.
- I have vast knowledge in various computer programs including CAPRI, DPRIS, JLV, ILER, SHARE, PIES, letter creator, ship locator tool, OMAR, SharePoint, and VBMS.
- Extensive familiarity with the M21-1 adjudication procedure manual, the PACT Act, Nehmer SOP, the Nautical SOP, and the Homeless Veterans SOP. Great familiarity in processing TERA and Nautical Memos.
- I work as part of a multi disciplinary team to ensure timely and effective claim processing for our Veterans.
- Efficiently work to meet bi-weekly, monthly, and yearly quality and production goals.
Phone Unit Nurse -GS 6- Step 1 - Full Time
Hershel "Woody Williams" VA Medical Center
02.2021 - 11.2022
- Assist in answering patient questions and inquiries regarding their care and treatment within the Primary Care Team by taking calls, directing and fielding calls, as well as researching answers to patient questions.
- Manage 30-40 or more calls per day.
- Gather patient health data through interviews, documenting data in electronic records for further follow-up by Primary Care Provider and RN Care Manager.
- Educate patients, families and caregivers on diagnosis and prognosis, treatment options, disease process and management and lifestyle options based on recommendations suggested by Primary Care Provider.
- Identify patient care requirements by establishing personal rapport with patients and families.
- Identify learning needs of patients and families and responded with advocacy and health education.
Nurse Manager Clinical Coordinator/LPN
King's Daughters Medical Center
09.2004 - 02.2021
- Served as a Clinical Coordinator/Nurse Manager leading a team of 13 nurses in a large Cardiology outpatient facility for one year.
- Scheduled staff and delegated work assignments.
- Recruited, hired and trained all nursing staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Evaluated and improved team member performance through coaching and training.
- Helped to develop, improve and implement nursing policies and procedures.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients for continued compliance with associated regulations.
- Trained nursing staff on new telehealth program doxy.me implemented during the COVID pandemic.
- Patient advocate by effectively handling patient complaints and concerns.
- Prior Community Relations Coordinator with experience travelling within designated areas to provide healthy heart screenings and patient education to underserved communities
- Prior experience in data collecting that assisted in obtaining a grant to pay for a mobile health unit for the medical center.
- Gained experience in EMRs, Microsoft Office, Excel, as well as data collection and maintaining spreadsheets. Also gained vast knowledge in chart prep and procedure scheduling as well as referrals and patient scheduling/registration.
- Well versed in patient care including EKGs, event monitor placement, triaging, lab work, audio testing, breath alcohol testing, POC testing, wound care, and relaying medical information.
Education
LPN - Nursing
ACTC
Ashland, KY06.2004
Skills
- Customer Service Driven
- Clinical Coordination/Team Leader
- Clear Communicator
- Critical Thinker
- Efficient and Detail-Oriented
- Multi-Tasker
- Cardiology, Vascular Surgery, Occupational Medicine, Community Relations, Primary Care, and Veterans Benefits Experience
References
Valerie Ingles, RN - Previous Supervisor (KDMC)
Phone - (606) 316-6084
Mike Lynch, LPN - Previous Supervisor (KDMC)
Phone - (606) 923-1402
Brian Davis, APRN - Previous Co-Worker (KDMC)
Phone - (606) 923-9653
Mark Adkins, RN - Previous Supervisor (Huntington VA)
Phone - (740) 646-6806
Felicia Broughton, RN - Previous Co-Worker (Huntington VA)
Phone - (606) 694-3896
Shawn Beck, LPN - Previous Co-Worker (Huntington VA)
Phone - (859) 227-8612
Timeline
Veterans Service Representative
Veterans Benefits Administration
11.2022 - Current
Phone Unit Nurse -GS 6- Step 1 - Full Time
Hershel "Woody Williams" VA Medical Center
02.2021 - 11.2022
Nurse Manager Clinical Coordinator/LPN
King's Daughters Medical Center
09.2004 - 02.2021
LPN - Nursing
ACTC
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