Ramey Schenk
627 Hidden Valley Drive, Clarksville
Summary
Experienced Legal Administrative Specialist with extensive experience providing high quality support in fast-paced environments. Recognized for exceptional communication skills and meticulous attention to detail, ensuring accuracy in all tasks. Proven ability to manage time efficiently while handling multiple priorities, contributing to team success through effective mentorship and collaboration. Committed to fostering a positive work atmosphere and enhancing operational efficiency for VA benefits through proactive problem solving.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Legal Administrative Specialist
Veterans Benefits Administration
Nashville, TN
10.2022 - Current
- Communicated complex benefit information to Veterans, their dependents, and beneficiaries with empathy and professionalism, consistently delivering outstanding customer service through both verbal and written channels.
- AVA Responder for the Ask VA platform responsible for responding to emails in a clear and organized manner to ensure the submitter questions are fully answered according to VA laws and regulations.
- Carefully addressed the needs and concerns of callers and AVA users, demonstrating attention to detail and strong reasoning by interpreting and responding to verbal and nonverbal cues to resolve individual issues effectively.
- Entrusted with Sensitive 7 advanced-level call access, demonstrating the highest integrity and honesty in safeguarding sensitive information and strictly complying with privacy regulations.
- Exercised sound decision-making and flexibility in analyzing and prioritizing high volumes of inquiries, adapting quickly to changing policies and evolving case circumstances to ensure timely and accurate responses.
- Demonstrated strong reading comprehension and continuous learning by actively staying abreast of updates to VA regulations, benefits programs, and administrative policies, applying this knowledge to provide accurate and current guidance.
- Provided clear and concise explanations of required documentation, forms, and evidence for claims and appeals processing, guiding customers through complex submission procedures with meticulous attention to regulatory standards.
- Interpreted and explained VBA rating decisions, claims determinations, and appeal outcomes, drawing on advanced reasoning skills and deep knowledge of VA benefits programs, claims processes, and relevant systems of record.
- Excelled in self-management and maintained composure under stress by consistently meeting deadlines, balancing multiple priorities, and delivering high-quality results during periods of high call volume or challenging casework.
- Served as AVA Mentor and mentored National Call Center (NCC) new hires for the Outreach, Transition, and Economic Development (OTED) program in FY 2023 and FY 2024, promoting teamwork by delivering training, job shadowing, and ongoing support to empower new staff and enhance overall team performance.
- Collaborated with peers and supervisors to identify trends, recommend process improvements, and deliver constructive feedback, fostering a collaborative and high-performing team environment.
Patient Administration Coordinator
Baptist Health Medical Group
Hopkinsville, KY
11.2019 - 10.2021
- Skilled in communicating effectively both orally and by video chat with individuals to recognize problems and solutions to obtain desired needs.
- Responds to questions and complaints. Provided information to patients regarding clinic services, specific instructions, related knowledge, insurance/balances, and general data.
- Receives and accurately relays all phone messages to and from providers while logging them appropriately.
- Prepares reports as needed to monitor patient and practice information.
- Abides by HIPAA law during all individual contacts.
Administrative Assistant
Patti’s 1880’s Settlement
Grand Rivers, KY
01.2019 - 11.2019
- Organized and scheduled appointments with administrative software.
- Act as the point of contact between internal and external clients
- Contribute to the security of the office by monitoring visitors’ access, maintaining information through telecommunications systems, duties including checking guests into the office, managing several methods of money payments.
Client’s Aide
Rivers Bend Retirement Community
Kuttawa, KY
10.2017 - 11.2019
- Monitored resident health and wellbeing, reporting changes to nursing staff promptly.
- Developed personalized care plans in collaboration with interdisciplinary teams, ensuring tailored support for each resident.
- Provides basic care for patients with assisting daily activities such as bathing, administering medicine, aiding with medical treatments and meals.
Education
High School Diploma -
Lyon County High School
Eddyville, KY05-2018
Medical Terminology, Medical Office Administrative - Health Science
Caldwell County Technical School
Princeton, KY05-2017
Emergency Medical Services - Fire Rescue Science
West Kentucky Community And Technical College
Paducah, KY05-2020
Skills
- Teamwork
- Leadership
- Adaptability
- Customer Service
- Flexibility
- Reading Comprehension
- Time management
- Judgement and Decision Making
- Attention to Detail
- Self-Management
- Stress Tolerance
- Proficiency in computer skills such as Microsoft Office, Excel, PowerPoint, and Word
Certification
Granted Sensitive 7 advanced level call access by the Department of Defense to assist the Department of Veteran Affairs with providing service to higher security level Veterans cases.
Job-related training
- Completed all required Talent Management System (TMS) courses, including mandatory annual trainings on privacy, security, records management, and ethics, ensuring ongoing compliance with VA and federal standards.
- Regularly participated in refresher trainings and continued education sessions delivered by Outreach, Transition, and Economic Development (OTED) to stay current on benefits programs, program updates, and best practices for serving Veterans.
- Attended periodic quality review and customer service skill-building workshops to maintain advanced proficiency in public contact and communication.
- Engaged in on-the-job training for new VA initiatives and policy updates, proactively integrating new knowledge into daily workflow.
- Completed specialized training on the Ask VA platform, enhancing proficiency in responding to Veteran inquiries, utilizing AVA, and maintaining high-quality, efficient customer service.
- Participated in training on diagnosing and resolving common computer and technical issues, improving ability to assist Veterans and support team operations effectively.
- Attended periodic training focused on maintaining and enhancing quality assurance skills and service delivery standards in a public contact environment.
Additional information
- Hold a current Public Trust security clearance.
- Eligible for Veterans Preference as a Veteran’s spouse.
Timeline
Legal Administrative Specialist
Veterans Benefits Administration
10.2022 - Current
Patient Administration Coordinator
Baptist Health Medical Group
11.2019 - 10.2021
Administrative Assistant
Patti’s 1880’s Settlement
01.2019 - 11.2019
Client’s Aide
Rivers Bend Retirement Community
10.2017 - 11.2019
High School Diploma -
Lyon County High School
Medical Terminology, Medical Office Administrative - Health Science
Caldwell County Technical School
Emergency Medical Services - Fire Rescue Science
West Kentucky Community And Technical College