Veterans Service Representative (Authorization Quality Review Specialist)

Veterans Benefits Administration•New Orleans, LA

5d•Onsite

About The Position

This position is located at the New Orleans Regional Office Veterans Service Center. The Veterans Service Representative (Authorization Quality Review Specialist) supports the Veterans Service Center’s quality assurance program and serves as a technical adviser to Veterans Service Representatives. The role measures individual performance quality and identifies training needs by reviewing and assessing completed compensation and pension claims. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m. It is eligible for situational (ad hoc) telework only, with supervisory approval on a case-by-case basis; the selectee must report to the official duty station each scheduled workday. Routine or recurring telework is not authorized, and the position is not virtual. The employee must attend an eight-week training session, which may require travel. A one-year probationary period is required.

Requirements

Meet the GS-12 time-in-grade requirement, if applicable: 52 weeks at GS-11 in Federal service by the announcement closing date.
Have one year of specialized experience equivalent to at least GS-11 involving training, analyst, or information systems duties pertaining to a claims management process.
Specialized experience must include relevant experience such as conducting quality and accuracy reviews; preparing and presenting quality trend information to management; developing training strategies or materials and/or conducting training; analyzing deficiencies and quality trends to identify knowledge or skill gaps; or providing quality-review feedback and guidance to staff.
Be a U.S. citizen.
Meet Selective Service registration requirements, if applicable.
Undergo a background/security investigation and serve a one-year probationary period.
Attend an eight-week training session, which may require travel.
Submit an SF-50 demonstrating time-in-grade eligibility if applicable.
The work is mostly sedentary and may involve some walking, standing, and carrying light items.

Responsibilities

Conduct scheduled individual quality reviews to determine Veterans Service Representatives’ authorization quality levels for individual performance standards.
Conduct focused in-process reviews to assess the accuracy of claims actions for station-level feedback and improvement.
Share authorization quality trend information with management and Veterans Service Representatives during training sessions.
Review products and activities for quality and enter results into online STAR checklists.
Evaluate claim elements, identify deficiencies in evidence development, income and dependency issues, award processing, and authorization, and explain errors with comments where attention is warranted.
Prepare and conduct formal training, including training for newly hired personnel, refresher training, and training related to procedural, regulatory, or legal changes.
Prepare STAR data reports for authorized regional office personnel.
Develop quality assurance processes focused on work procedures and techniques that address unique work conditions and practices.
Ensure program requirements imposed by Compensation Service, Pension and Fiduciary Service, and the Court of Appeals for Veterans Claims are met or implemented.