Diamond Johnson

Provide customer service support through research of policies and procedures, knowledge bases and reference material while using components of the agency's financial management systems (DCPS, HRSMART, DMS, and VATAS). Researching pay and leave entitlements; applying methods and procedures to provide payroll related advice and assistance to customers. Provide accurate, timely and courteous service to all customers of payroll service. Resolving and responding to wide range of complex pay and leave related issues.

Contact veterans, family members, attorneys, veteran service officers, and the general public by phone, email and letters for the purpose of advising and providing information on benefits and rights. Explains pertinent legal provisions, regulations and other related administrative practices and application to specific cases. Processing change of address requests. Establish or change to direct deposit information, burial allowance claims, dependency claims and more. Reply to general correspondence. Utilizes numerous electronic data processing systems for inputting data; for claims processing, monitoring, adjudication and for correspondence preparation to inform claimant and/or representative of the decision and the basis for the action taken.

Manage, directs, supervises and coordinates the administrative staff assigned to community care. Assigns and evaluates the work of subordinate staff. Provides briefings, orientations, staff development, and training. Approve and/or deny leave requests in a timely manner. Certify timecards timely to ensure employees are paid. Provide payroll related advice and assistance. Resolve complex problems to ensure veteran's services are met. Resolve billing and claims issues. Make final decision on hiring selections.

Run reports, organize work, set priorities and delegate task/responsibilities in order to meet deadlines. Prepares, reviews, authorizes, and schedules appointments for community care. Conduct monthly audits of community care . Conduct research to resolve customer's issues, complaints and/or problems. Resolve billing/claim issues. Provide staff development and training to current and new employees.

Schedule, cancel no-shows, and re-scheduled community care appointments. Contacts veterans by mail or phone. Create authorizations as needed. Process suspended claims. Protect veterans sensitive information, maintaining privacy, confidentiality, and security of veteran's electronic or paper medical records.

Schedule, cancel and reschedule appointments for community care. Contact veterans by mail and phone. Performs extra duties as assigned. Enter and ensure completion of time cards and leave in a timely manner for the community care department. Trained newly assigned back-up timekeeper.

Manage, schedule and coordinate community care appointments. Review pending consult status report daily. Contacts veterans via phone for vendor selection. Conduct research to find local vendors for veterans. Request medical notes after appointment date has passed.

Check veterans in for their appointments and advise them of where the waiting room is located. Scheduling, cancelling, and rescheduling appointments for optometry, podiatry, neurology, surgical, anti-coagulant, gyn, orthopedics and mental health clinics. Collect, scan and update medical insurance information. Trained new employees when needed.