Heather Salter Email & Phone Number

Peoria, Az, Us

Phoenix, Arizona, United States

Phoenix, Arizona, United States

In this position, I oversaw the training and workload of up to 38 employees, ensuring compliance with VA policies and federal regulations. I was personally chosen to collaborate on specific projects for the National and Regional Southwest offices, impacting personnel and policies throughout the entire VA.Here are vital ways I added value to this role:♦ I efficiently initiated improvements in processes and introduced training that decreased rework by 9% and increased productivity… Show more In this position, I oversaw the training and workload of up to 38 employees, ensuring compliance with VA policies and federal regulations. I was personally chosen to collaborate on specific projects for the National and Regional Southwest offices, impacting personnel and policies throughout the entire VA.Here are vital ways I added value to this role:♦ I efficiently initiated improvements in processes and introduced training that decreased rework by 9% and increased productivity by 10%, resulting in their implementation as best practices nationwide.♦ In addition to effectively interpreting and applying HR laws such as ADA compliance with accommodation requests, I handled incidents of employee misconduct and followed up with recommendations for appropriate corrective measures.♦ I was personally selected to execute a monthly training program to an average of 30 new managers nationwide. I also utilized both classroom and hands-on learning methods to enact lesson plans for beginner and advanced management training sessions.♦ After evaluating performance metrics using Tableau reports for efficient workload distribution, I was selected to provide training to peers in data-driven workload management that increased efficiency by up to 10%.♦ My skills in strategic planning enabled me to efficiently perform monthly performance management sessions with employees on an individual basis. I also reviewed metrics and effectively pinpointed chances for improvement. As a result of my excellent mentorship, two underperforming employees increased their quality (2.9%) and productivity (30%) respectively.♦ I efficiently prepared reports for management with recommendations regarding corrective measures, after evaluating compliance audit results and finding root causes of errors or non-compliance. Show less

Phoenix, Arizona, United States

I collaborated with a team of 5 Veteran Service Representatives to assess an average of 6-7 daily claims. I functioned as an advocate for VA claimants by providing education and information about the broad range of benefits. I evaluated and translated medical records, military service documentation and other evidence to establish each person’s level of service-connected disability according to regulatory guidelines.Key highlights of my achievements include:♦ I consistently… Show more I collaborated with a team of 5 Veteran Service Representatives to assess an average of 6-7 daily claims. I functioned as an advocate for VA claimants by providing education and information about the broad range of benefits. I evaluated and translated medical records, military service documentation and other evidence to establish each person’s level of service-connected disability according to regulatory guidelines.Key highlights of my achievements include:♦ I consistently exceeded service standards by creating and prioritizing relationships with customers. I regularly communicated with veterans both orally and in writing regarding sensitive issues, always engaging professionally while also protecting HIPAA-protected information.♦ In addition to volunteering as Super User for a new system roll out and providing systems usage technical guidance, I also trained others on how to use the system and worked to quickly resolve technical issues.♦ By reviewing extensive data and medical terminology within each case, I ensured compliance with rules, policies, federal regulations, and laws. I also studied case files to correctly translate and apply regulations and benefits parameters, successfully maintaining the personal QA rate up to 5% above standards. Show less

Phoenix, Arizona Area

I handled an average of 15 veteran claims per day, up to 114% above the VA productivity standards. I also performed comprehensive evaluations of veterans’ compensation and benefits and pension programs, while efficiently translating and applying federal regulations, laws, and procedures. I prioritized and ensured accurate delivery of claims processing decisions.Below are several examples of my contributions:♦ By performing thorough quality reviews of the students’ performance… Show more I handled an average of 15 veteran claims per day, up to 114% above the VA productivity standards. I also performed comprehensive evaluations of veterans’ compensation and benefits and pension programs, while efficiently translating and applying federal regulations, laws, and procedures. I prioritized and ensured accurate delivery of claims processing decisions.Below are several examples of my contributions:♦ By performing thorough quality reviews of the students’ performance during training scenarios, I effectively pinpointed knowledge and skill gaps and provided appropriate feedback.♦ I successfully kept 200-300 ongoing open claims files while monitoring the claims system traffic to ensure file processing within the 120-day standard.♦ I consistently exceeded customer expectations by promptly resolving issues with empathy, and ensuring customers had the resources and knowledge necessary to move through the process.♦ Through quantitative and qualitative analysis of performance standards, I exceled in finding trends and determining the corrective actions necessary to enhance overall performance and program success.♦ I was personally assigned to facilitate several training classes at the nationwide VA Academy. I facilitated classes for 25-30 VSRs in quality standards, use of technology systems and processes.♦ I utilized my skills in responsive communication when conveying positive and negative decisions both in writing and in person, while also communicating policy and procedure in a professional manner. Show less

I directed 3 junior disbursing clerks in monthly pay reconciliations for a 700-person organization. I prioritized the timely processing of paychecks while also ensuring office hours for walk-in check cashing and special pay situations. I independently ran payroll reports and completed reconciliations for timely pay and travel entitlements.

Bachelor Of Science - Bs, Technical Management With Focus In Human Resources

Associate Of Arts - Aa, Business Administration