VA is currently undergoing modernization efforts and using technology to improve the disability claims process. When a Veteran files a clam for VA benefits, there are several administrative actions needed before a decision can be made, such as gathering medical records and military service records. VA is automating many of these administrative tasks, allowing claims processors to focus on more complex and analytical duties. These improvements result in reduced processing times and faster decisions on claims to Veterans and their families.
Automation and claims processing
Automated Decision Support (ADS) helps automate administrative tasks related to claims processing. ADS helps claims processors make fast, accurate and consistent decisions for Veterans by reducing the amount of time spent on administrative tasks. ADS also provides a summary document of key information required for decision-making, making it easier for decision makers to review records.
Making a decision regarding VA disability claims can be complex, and ADS does not replace the need for claims processors to review and make decisions. Instead, ADS is a tool that assists claims processors with administrative tasks to help in the decision-making process.
How automation is being used today
ADS is currently used for specific medical conditions as the technology is being developed. If a claim includes a condition that ADS can assist with, the claim will be reviewed using ADS. Relevant medical data from a variety of sources, including medical treatment records, military service treatment records, VA claim exams and electronic VA medical center health records will be compiled, and a summary document about the condition is uploaded into the Veteran’s electronic claims folder. Technology is also used to scan handwritten documents and transcribe them into electronic records so they can be easily reviewed. Once all the information is gathered, it is sent to a claims processor for further review and action.
Looking ahead
As with any new technology, testing is critical to make sure systems are functional and efficient. For this reason, VA initially designated one benefits office to serve as the prototype processing site. As ADS technology evolves, it will be rolled out to more benefits offices. Currently, there are more than 40 disability conditions ADS can assist with, and this technology is being used by 16 benefits offices.
Modernizing the disability claims process is all about reducing decision wait times and getting decisions to Veterans and families in days, rather than months. Using technology to automate administrative areas of the claims process—while maintaining the human decision-making element—is just one of the ways VA is working to better serve Veterans and their families.
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