Veterans Service Representative (AQRS).

About the role

This position is located in the Department of Veterans Affairs, Salt Lake City Regional Office, Veterans Service Center (VSC).

Responsibilities

• Performs individual quality reviews to determine the authorization quality level of individual VSRs for purposes of individual performance standards in accordance with an established monthly schedule.
• Conducts focused "in-process reviews" for cases to determine the accuracy of claims action taken. (Such reviews are for station-level feedback and improvement only, not used for individual performance standard purposes.)
• Shares authorization quality trend information with management on an ongoing basis and with the VSRs during training sessions.
• Reviews products or activities for quality of performance and enters the results into the on-line STAR checklists.
• Evaluates and identifies deficiencies of all elements of a claim from evidence development, income and dependency issues, to award processing and authorization. Provides an explanation of errors and includes comments where attention is warranted.
• Prepares STAR data reports and provides to personnel in the regional office who are authorized to request and receive such reports.
• Develops various quality assurance processes with emphasis on work procedures and techniques that address unique work conditions and practices.
• Ensures all program requirements imposed by Compensation Service and/or the Pension and Fiduciary Service and the Court of Appeals for Veterans Claims are met or implemented.

Requirements

This vacancy announcement is open ONLY to current, permanent VBA employees who are currently assigned to the Salt Lake City Regional Office, Veterans Service Center (VSC) Division and current/former VA employees who are CTAP eligible.

Qualifications

• Specialized experience: You must have one year of specialized experience equivalent to the GS-11 level or higher. Specialized experience is defined as work that involves functioning in either a capacity performing training, analyst or information systems duties of a claims management process. The experience should be substantive and relevant and may have been gained in the federal, military, or private sector.
• Examples include but are not limited to:
• Conducting focused evaluations and reviews to determine authorization quality and accuracy.
• Providing advisory services to management via preparation and presentation of quality trend information.
• Developing training strategies and materials to address deficiencies and/or conducting training activities.
• Analyzing performance deficiencies and quality trends to identify knowledge/skill gaps.
• Providing quality-review services, feedback, and guidance to staff in order to correct unsatisfactory performance.