Juana Hawk

I’m a Veterans Liaison / FEMA intake representative with 15+ years of experience in administrative support and client relations across healthcare and legal environments. I’m trusted with managing sensitive information, processing claims, and keeping communication clear and timely for Veterans.

In my current role, I authenticate callers before releasing information and handle outgoing and incoming calls to Veterans regarding pension and compensation claims. I confirm or reschedule appointments, modify information in OMS, and notify providers of cancellations within 72 hours—while explaining exam purposes and travel reimbursement policies.

I consistently enforce compliance and security, maintaining HIPAA practices with medical providers, Veterans, and VA employees. I also support Veterans with processing C&P disability claims, ensuring each interaction is handled accurately and efficiently.

Earlier in my career, I supported administrative operations and legal workflows through roles as an Administrative Assistant/Collections and a Legal Assistant/Paralegal Collector. I prepared professional documentation, screened communications for executives, negotiated payment arrangements in a call center setting, and followed regulatory requirements such as the Fair Debt Collection Practices Act (FDCPA) while using collection software and databases.