Veterans Service Representative (AQRS)

Veterans Benefits Administration • Albuquerque, NM

10d • Onsite

About The Position

The Veterans Service Representative (AQRS) works in the Veterans Service Center and performs quality assurance reviews of claims work. The position evaluates the authorization quality and accuracy of individual VSR work, conducts focused in-process reviews for station-level feedback, and shares quality trends with management and staff. The role reviews claim elements from evidence development and income and dependency issues through award processing and authorization, documents deficiencies and errors, and enters review results into online STAR checklists. It also prepares STAR data reports for authorized regional-office personnel, develops quality assurance processes and work procedures for unique conditions, and ensures applicable requirements from Compensation Service, Pension and Fiduciary Service, and the Court of Appeals for Veterans Claims are implemented. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible schedules are available. Situational (ad hoc) telework may be approved case by case with supervisory approval; routine telework is not authorized, and the employee must report to the official duty station each scheduled workday. The role is not virtual. The selectee must attend an eight-week training session, which may require travel, and must obtain VSR Skill Certification at the GS-10 level. A one-year probationary period applies.

Requirements

• One year of specialized experience equivalent to the GS-11 level or higher, involving training, analyst, or information-systems duties in a claims management process.
• Specialized experience may include conducting evaluations and reviews for authorization quality and accuracy; preparing and presenting quality trend information to management; developing training strategies or materials or conducting training; analyzing performance deficiencies and trends to identify skill gaps; and providing quality-review feedback and guidance to staff.
• Current Federal GS employees applying for GS-12 must have 52 weeks at the GS-11 level by the announcement closing date.
• Current VBA employees seeking reassignment or change to a lower grade must hold GS-12 or higher, and their current position must have promotion potential of at least GS-13.
• Submit an SF-50 demonstrating time-in-grade eligibility; an additional SF-50 may be needed if the most recent one does not show a full year at the required grade.
• U.S. citizenship is required.
• Selective Service registration is required for males born after December 31, 1959.
• Must be willing to serve a one-year probationary period and may be subject to a probationary or trial period.
• Must be subject to a background/security investigation.
• Must attend an eight-week training session, which may require travel.
• VSR Skill Certification is required at the GS-10 level.
• Must complete the online onboarding process and provide acceptable identification for pre-employment requirements.
• Full-time experience is considered at least 35 hours per week; part-time experience is credited on a prorated basis and applicants must state average hours worked per week.

Responsibilities

• Perform individual quality reviews according to an established monthly schedule to determine VSR authorization quality levels for individual performance standards.
• Conduct focused in-process reviews to evaluate the accuracy of claims actions for station-level feedback and improvement.
• Share authorization quality trend information with management on an ongoing basis and with VSRs during training sessions.
• Review products or activities for quality and enter results into online STAR checklists.
• Evaluate claim elements and identify deficiencies, including evidence development, income and dependency issues, award processing, and authorization.
• Explain errors and add comments where attention is warranted.
• Prepare STAR data reports and provide them to authorized regional-office personnel upon request.
• Develop quality assurance processes, work procedures, and techniques addressing unique work conditions and practices.
• Ensure applicable program requirements imposed by Compensation Service, Pension and Fiduciary Service, and the Court of Appeals for Veterans Claims are met or implemented.

Benefits

• Federal employee benefits package for employees and their families; specific benefits depend on position type and should be confirmed with the hiring agency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed