Veterans Serving Veterans: Q&A with Ray Hahn, Senior Customer Experience Liaison

For Ray Hahn, service has never been just a chapter in his career — it has been the throughline. From his years in the United States Navy to his leadership experience at the Department of Veterans Affairs and now his role with Leidos QTC Health Services, he has built a career around serving Veterans, strengthening operations, and improving the systems that support them.

That perspective gives him a unique voice in the Veterans disability examination process: one grounded not only in firsthand service, but also in a deep understanding of policy, compliance, quality, and the real-world impact of how work gets done.

Tell us about your military service and your career journey from the VA to Leidos QTC.

I had the privilege of serving eight years in the United States Navy as a Hospital Corpsman, with about half of that time spent with the U.S. Marine Corps at Camp Lejeune. That experience shaped me in lasting ways. It taught me the importance of discipline, teamwork, accountability, and caring for people when they need it most.

After leaving the military, I joined QTC in 2011 as a Provider Liaison before moving to the Department of Veterans Affairs in 2012. During my time with the VA, I served in several roles, including Veterans Service Representative at the St. Paul Pension Management Center, Field Examiner with the Milwaukee Fiduciary Hub, and later as a VA Rater and Coach/Supervisor at the Wichita Regional Office.

Along the way, I developed a strong appreciation for how federal policy, operations, and workflow design affect outcomes for Veterans. I learned that good intentions are not enough — the process has to work well, consistently, and with integrity.

In January 2026, I continued my journey of service by joining Leidos QTC Health Services as a Senior Veteran Service Officer Liaison. In this role, I serve as a direct link between Veteran Service Organizations and LQTC, helping address concerns related to the Veterans they represent and supporting education and training efforts. For me, it is an opportunity to combine service, operations, and advocacy in a way that helps strengthen the overall experience for Veterans.

You work closely with VSOs. Why are those relationships so important?

VSOs are incredibly important because they have earned the trust of the Veteran community. They are often the first place Veterans turn when they have questions about benefits, the claims process, or where to find support. Because they are closely connected to the people we serve, they provide valuable insight into Veterans’ experiences, concerns, and needs.

I value those relationships because they help build trust, improve communication, and keep us accountable to the people most affected by our work. When VSOs understand our role and we understand their perspective, we are better positioned to address concerns, reduce confusion, and support Veterans more effectively.

As a Veteran and as someone who has been part of VSO communities myself, I have seen the impact these organizations can have. They provide advocacy, mentorship, camaraderie, and practical guidance that can make a real difference in a Veteran’s life.

Strong partnerships with VSOs also help us stay aligned on quality and transparency. They give us opportunities to answer questions, clarify processes, and reinforce how LQTC supports the Department of Veterans Affairs by providing high-quality, impartial medical disability examinations. That kind of relationship building is not just good communication — it is part of doing the work the right way.

When a case is escalated, what steps do you take to help resolve issues and support the Veteran?

My first priority is always to listen and understand the concern. Every situation is unique, and many Veterans are dealing with a process that can feel complex, frustrating, or difficult to navigate. Taking the time to understand the issue from their perspective helps ensure we are addressing the right problem and doing so with respect.

From there, I work with the appropriate teams to gather information, identify the root cause, and determine the best path forward. That may involve coordinating across departments, engaging key stakeholders, or helping clarify expectations so everyone has a clear understanding of what happened and what comes next.

My background in Veterans benefits operations, adjudication, compliance, and supervision has been especially valuable in these situations. It allows me to look at a concern from multiple angles, identify where breakdowns may have occurred, and communicate in a way that is accurate, practical, and easy to understand.

For me, resolution is not just about fixing the immediate issue. It is also about restoring confidence, improving the process, and making sure the Veteran feels heard and respected.

What makes an effective partnership between LQTC and the Veteran advocacy community?

Effective partnerships start with a shared commitment to Veterans. We may have different roles in the process, but we are all working toward the same goal: helping Veterans navigate the system and ensuring they are treated with dignity, respect, and professionalism.

For me, it comes down to communication, trust, and follow-through. Veteran advocates need accurate information so they can effectively assist the Veterans they represent, and it is important that they understand our role in the disability evaluation process. When we keep communication open and respond with consistency, we create a stronger foundation for resolving issues and improving the experience for Veterans.

I also think it is important that partnerships be practical, not just symbolic. Good relationships should help surface issues early, improve understanding, and lead to real operational improvements. That is how trust is built over time.

What role does Leidos QTC play in helping Veterans access the benefits they have earned?

Leidos QTC is one part of a much larger process designed to support Veterans. We do not make claims decisions or determine benefits, but we do play an important role by providing the medical examinations and information the VA uses as part of its decision-making process.

That role comes with responsibility. For most Veterans, this is not just another appointment. It is part of a process that matters deeply to them and often affects their lives and families in real ways. That is why it is so important that we approach every Veteran with professionalism, respect, and a focus on quality.

I have been fortunate to see both sides of the process. I understand how important accurate medical evidence is, and I also understand how confusing and stressful the claims process can be for Veterans. That perspective is one of the reasons I value this role so much. It allows me to help explain the process, answer questions, and make sure concerns are heard and addressed.

What keeps you motivated in this work after so many years of serving Veterans?

What has stayed constant through all of my experiences is the opportunity to continue serving my fellow Veterans. That is something I care deeply about, and it is a responsibility I do not take lightly.

I am also motivated by the fact that this work has a real human impact. A phone call, a clear explanation, or a timely resolution can make a meaningful difference in a Veteran’s experience. Sometimes the most important thing we do is simply help bring clarity to a process that feels uncertain.

I stay motivated because I know service does not end when military service ends. It continues in how we show up, how we solve problems, and how we treat people. That is what makes this work meaningful to me.

What does the phrase “continuing to serve” mean to you today?

To me, continuing to serve means taking the values I learned in uniform and applying them in every role since then. Whether I was working at the VA or now with LQTC, the mission has always been bigger than me.

It also means recognizing that service can take many forms. Sometimes it is mentoring another Veteran. Sometimes it is helping an advocate understand a process. Sometimes it is identifying a workflow issue and working to improve it so the next person has a better experience.

I have spent much of my career at the intersection of policy, operations, and service to Veterans. That is where I feel I can make the most meaningful contribution — by using what I have learned to help improve outcomes, strengthen processes, and support the people who depend on them.

After a career dedicated to serving Veterans — from your military service to the VA and now Leidos QTC — what message would you most like Veterans and their families to hear?

If there is one message I would want Veterans and their families to hear, it is this: you are not alone.

I have met thousands of Veterans and family members over the years, and one thing I learned is that asking questions, seeking help, and leaning on others is part of the journey. There are people and organizations that genuinely care and want to help.

I would also want Veterans to know that their service matters, and their experiences matter. Behind every claim, every appointment, and every conversation is a person who served our country, and that should never be overlooked.

For families, I would say thank you. I have seen firsthand the sacrifices spouses, caregivers, children, and loved ones make alongside Veterans. Their support is often essential, and it deserves recognition.

Most importantly, I would encourage Veterans to stay connected. Some of the strongest support I have seen has come from Veterans helping fellow Veterans. That sense of shared experience and community is powerful, and it is one of the best parts of serving in this space.