Compassion in action: How Optum Serve supports our veterans

At Optum Serve, compassion and service go hand in hand. For Carmen H. Pizarro, veteran services operations supervisor, supporting veterans is more than a job. It is a calling rooted in family and tradition. Raised in Puerto Rico in a proud military family, Carmen’s commitment to service began early and continues today as she helps veterans navigate critical moments in their journey.

Carmen leads two teams dedicated to veterans’ well-being. One helps service members complete medical disability examinations as they leave active duty. The other coordinates transportation, ensuring veterans can access the care they need. Carmen also plays a key role in Veterans Claims Clinics, where veterans file claims and receive medical exams on-site, often reducing wait times from months to weeks. She listens to their stories, confirms they know their benefits and makes sure they feel seen and supported.

A legacy of service

Carmen’s “why” is her father, Gil A. Pizarro-Hernandez, who served for over 22 years and retired as a master sergeant. Stationed in Puerto Rico for 14 years, Gil’s transfer to Wisconsin was a cultural awakening. When asked about his service, he reminded Carmen, “People won’t know unless you teach them. It is your job to be an ambassador for your culture.” That moment inspired Carmen’s lifelong commitment to educate others about Puerto Rico’s military history and the importance of family and service.

A volunteer’s heart

Recently, at a Veterans Claims Clinic in Moline, Illinois, Carmen met a veteran nervous about submitting his first claim. Noticing his Hispanic last name, she connected with him through shared culture and gentle encouragement. He revealed his role in the honor guard of Mexican American veterans and his family’s part in naming Hero Street U.S.A. The next day, he returned more at ease and presented Carmen with a coin, a gesture of honor and gratitude in the military community. That moment reflected the trust he placed in her and the broader impact of her ability to make meaningful connections.