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ARMED FORCES NEWS |
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Last October a claims processing task force reported that Department of Veterans Affairs veteran services representatives working on claims had to understand and perform more than 10,000 separate tasks. All incoming claims were placed in the queue and worked when their turn came, regardless of their complexity. In response, the VA is conducting a pilot test using specialty teams. One team will separate claims that can be processed in a day or two and will route more complex claims to specialized teams, such as appeals, or award action teams. Another specialized team, a public contact team, will provide customer service to veterans who walk in, write or e-mail the office about their claim. |
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