Vonda I. Potter
Grayson,KY
Summary
Experienced customer service and healthcare professional with 21+ years of experience, including 18 years in nursing and 3 years as a Veterans Service Representative. Proven ability to manage complex cases, lead teams, and deliver high-quality service. Strong background in claims processing, patient care coordination, and regulatory compliance. Dedicated to supporting Veterans and improving outcomes through efficiency, accuracy, and compassionate service.
Overview
22
22
years of professional experience
Work History
Veterans Service Representative
Veterans Benefits Administration
11.2022 - Current
- Process disability and compensation claims by reviewing medical, military, and service records.
- Determine eligibility and next steps using federal laws and regulations.
- Prepare and send correspondence to Veterans requesting documentation and explaining claim status.
- Coordinate with Veterans, representatives, and third parties to obtain required information.
- Handle priority claims (homeless, terminally ill, hardship, age 85+).
- Selected as Homeless Veterans Coordinator, expediting claims and managing related inquiries.
- Maintain productivity and quality standards on a bi-weekly and monthly basis.
- Mentor other Veteran Service Representatives.
Phone Unit Nurse -GS 6- Step 1 - Full Time
Hershel "Woody Williams" VA Medical Center
02.2021 - 11.2022
- Managed 30-40+ daily patient calls, addressing care questions and coordinating services.
- Collected and documented patient health data for provider review.
- Educated patients and families on diagnoses, treatments, and care plans.
- Collaborated with multidisciplinary teams to ensure continuity of care.
- Utilized multiple VA systems to support patient care and documentation.
Nurse Manager Clinical Coordinator/LPN
King's Daughters Medical Center
09.2004 - 02.2021
- Led and supervised a team of 13 nurses in a cardiology outpatient facility.
- Managed staffing, scheduling, hiring, and training of nursing personnel.
- Improved team performance through coaching and development.
- Ensured compliance with healthcare regulations and safety standards.
- Implemented policies, procedures, and telehealth programs (COVID Response).
- Delivered direct patient care including EKGs, triage, wound care, and testing.
- Acted as patient advocate, resolving complaints and improving satisfaction.
- Conducted community outreach and health screenings.
- Contributed to data collection efforts that secured funding for a mobile health unit.
- Experience in EMR systems, scheduling, referrals, and administrative coordination.
Education
LPN - Nursing
ACTC
Ashland, KYSkills
- Customer Service & Veteran Support
- Claims Processing & Eligibility Review
- Team Leadership & Clinical Coordination
- Critical Thinking & Decision Making
- Medical Records & Documentation Review
- Regulatory Compliance (M21-1, PACT ACT, SOPs)
- Strong Communication & Multi-tasking
- EMR & Systems: VBMS, CAPRI, JLV, ILER, SHARE, DPRIS, PIES, Sharepoint
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