Veterans Service Representative

Veterans Service Representatives counsel claimants on eligibility for Veterans benefits, process claim and non-claim actions, and control and process incoming and "at once" mail. Veterans Service Representatives prepare administrative decisions and process rating and non-rating decisions. These professionals play a critical role in ensuring that Veterans receive the benefits they have earned through their service.

Job Duties

  • Performs initial reviews of claims and identifies types of evidence
  • Processes reported changes (e.g., dependency and change of address (CADD))
  • Screens claims for initial development actions (e.g., proof of income)

Knowledge Areas

Need to have a thorough understanding of:

  • Research methods for information related to laws, rules, and policies
  • Claims processing phases (i.e., public contact, triage, pre-determination, and development)
  • Laws, precedents, regulations, agency rules and procedures, and due process related to claims processing
  • Applicable electronic data processing and tracking systems (e.g., COVERS, CAPRI, MAP-D, and SHARE)
  • Contents and maintenance procedures for claims folders
  • Communication techniques appropriate for a wide diversity of audiences
  • VA intranet and rating job aids (e.g., Evaluation Builder and Special Monthly Compensation (SMC) Calculator)
  • Characteristic features and risk factors associated with the most frequent medical claims
  • Medical references (e.g., Diagnostic and Statistical Manual of Mental Disorders IV and Merck Manual)
  • Policies and procedures regarding privacy and release of information

Education and Licensure

  • No mandatory requirement

Training & Developmental Experiences

Entry

Grade Range: 3-9

Developmental Experiences

  • Use the Medical Electronic Performance Support System (EPSS) to determine the appropriate exam to order
  • Organize administrative files
  • Use VA computer applications to perform a routine task

Training Resources

* This is an internal Department of Veterans Affairs training opportunity provided to VA employees for continued career growth. Some courses may not be available if they are not in a person’s learning plan or catalogue.

Mid

Grade Range: 10-12

Developmental Experiences

  • Use the Medical Electronic Performance Support System (EPSS) to determine the appropriate exam to order
  • Look up references in the M21-1MR manual during claims processing
  • Determine if an exam is adequate based upon the examination worksheet requirements
  • Screen a claim for initial development actions
  • Serve as a super user for MAP-D
  • Expedite a claim by contacting a hospital or doctor's office to learn the status of an exam
  • Process a NEHMER claim
  • Research Posttraumatic Stress Disorder (PTSD) stressors
  • Determine the need for a medical exam
  • Ensure that the correct VA form 4142 is included with a HIPAA statement

Training Resources

* This is an internal Department of Veterans Affairs training opportunity provided to VA employees for continued career growth. Some courses may not be available if they are not in a person’s learning plan or catalogue.

Supervisor

Grade Range: 12-13

Developmental Experiences

  • Conduct a formal appraisal with an employee to assess performance goals
  • Identify internal networking opportunities
  • Manage a team while promoting morale and achieving specified results
  • Communicate to employees how their role fits into the overall scope of the project
  • Express needs, concerns, or requests to senior staff in order to achieve project results
  • Mediate a simple conflict or disagreement among staff members
  • Make decisions and plans based on changing conditions and current events
  • Provide recommendations to senior personnel on how to improve organizational effectiveness and efficiency
  • Assist employees in developing short-term and long-term career goals
  • Assist employees in setting realistic goals based on their strengths and areas for growth

Training Resources

* This is an internal Department of Veterans Affairs training opportunity provided to VA employees for continued career growth. Some courses may not be available if they are not in a person’s learning plan or catalogue.

Senior

Grade Range: 13-15

Developmental Experiences

  • Use the Medical Electronic Performance Support System (EPSS) to determine the appropriate exam to order
  • Screen a claim for initial development actions
  • Ensure that the correct VA form 4142 is included with a HIPAA statement
  • Determine if a Traumatic Brain Injury exam is adequate for rating purposes
  • Determine if an exam is sufficient to make determinations on a Veteran's claim for benefits
  • Serve as a super user for MAP-D
  • Mentor another Veterans Service Representative
  • Volunteer to be the incarcerated fugitive felon coordinator or the joint service records research coordinator (JSRRC)
  • Process a Camp Lejeune contaminated water (CLCW) claim
  • Conduct a training course on the use of the M21-1MR manual

Training Resources

* This is an internal Department of Veterans Affairs training opportunity provided to VA employees for continued career growth. Some courses may not be available if they are not in a person’s learning plan or catalogue.

Professional Associations

Membership in professional organizations can be useful in maintaining an awareness of developments in the field. These organizations are examples of associations aligned with this position:

Career Fit

Work Interest

Work Interests refer to the types of work activities that interest you, such as interacting with people, thinking of new ideas, or working with your hands. The chart below shows the Work Interest Profile for this job.

Work Environment

Work Environment refers to the setting in which you like to work, such as inside or outside, in a competitive or supportive environment, or in an environment with a little or a lot of time pressure. The chart below shows the Work Environment Profile for this job.

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