Department of Veterans Affairs

DITCH THE MIDDLE-MUDDLE: Direct & Smart VA Claims Processing!

Today, now, VA has networks and programs mature enough to POTENTIALLY ACHIEVE completely PAPERLESS PROCESSING for many COMPENSATION CLAIMS on the COST-AND-TIME-INTENSIVE FRONT END.

This can be done by PUTTING THE claims processor (VSR) and THE VETERAN claimant TOGETHER by phone, Internet, or face-to-face from the very beginning of the claim process, creating a REAL-TIME, TRANSPARENT COLLABORATION with TRUE TIMELY OUTCOMES..

Today, a VA claim- even when EXPEDITE-QUALIFIED- too often faces delays. Even before processing begins, it may spend weeks or months NEEDLESSLY HANDLED, ROUTED AND WAREHOUSED.- before reaching the claims processor, who requests records and orders exams, etc. (the VSR).

In COLLABORATION, the VSR can insure that the claim receives the FASTEST PROCESSING POSSIBLE by clarifying unclear or confusing statements, insuring the proper form is used, etc., ON THE SPOT, not weeks later. The CLAIMANTS EDUCATE THEMSELVES in the process.

The VSR is ALREADY TRAINED FOR THIS JOB, so implementation requires only REALLOCATION, NOT REINVENTION.

SUGGESTED:

-STAFF THE NATIONAL VA CALL CENTER WITH JOURNEYMAN VSRs. When it becomes clear during the call that the caller intends to file a claim for benefits, the call would be routed to the VSR team.

-SET UP A WEB-BASED NATIONAL HELPLINE for Internet-savvy veterans. A FAQ page (“Does Your Claim Qualify for Expedited Processing?”; “Do I Need A Special Form?) would offer a “How To Contact Us” option that would link the claimant to a dedicated VSR, either by phone or live chat.

-CREATE OR ENHANCE VSR JOBS AT VA REGIONAL OFFICES AND MEDICAL CENTERS. TASK these VSRs with full training, authority and orientation toward CONDUCTING DIRECTED TELEPHONE OR PERSONAL INTERVIEWS WITH CLAIMANTS. Make full use of existing mature VA systems. Optimize the claims process by accessing required data on the spot; ‘right-route’ forms; direct-schedule exams, etc., ELIMINATING NEEDLESS WAREHOUSING, for STREAMLINED AND ACCURATE DECISIONS.

Tags

Voting

2 likes
Active
Idea No. 14828