Expediting the claims process

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System access improves claims processing efficiency for department and chapter service officers

DAV has expanded enhanced claims filing capabilities to all department and chapter service officers through DAV’s Case Management System (CMS).

CMS was developed in 2006 and since then, four versions have continuously modernized the program. The updates have made it more integrated with VA systems, and now for the first time, the program is available to all chapter and department service officers allowing them the ability to track and file claims and correspond with clients.

“With the most recent version of CMS, we were able to incorporate the capability for department and chapter service officers to use the system that national and transition service officers have perfected,” said Deputy National Service Director for Training Scott Hope. “It is our goal to have as many service officers as possible taking advantage of this technology.”

Bill Rieger has been serving veterans throughout Missouri as a DAV department service officer for 15 years and has seen a lot of changes to the claims process and technology throughout his tenure, but the Army veteran calls this one a “game changer.”

“CMS populates the forms for us. We just scan evidence in, submit and it’s done,” explained Rieger. “We used to have to mail claims to the [VA] regional office, but unfortunately the postal service mail isn’t always dependable.

“With CMS, I can submit the forms instantly and have peace of mind knowing the veteran’s claim is in. It is reviewed by national service officers and then it’s ready to go.”

Rieger has found that working on benefits for veterans who have already submitted claims in the past is also much more efficient with CMS.

“There are times when a veteran doesn’t remember the specifics of a previous claim or if they have filed a claim at all,” said Rieger. With CMS, he has data from past claimants at his fingertips.

Rieger has been using CMS for nearly half a year, after undergoing two intensive eight-hour training sessions with national service officers.

“In order to gain access to CMS, DAV-certified department or chapter service officers must have access to a computer, printer and scanner,” explained Hope. “They must be trained by a national service officer on the system, but then they are ready to take advantage of its many benefits.”

“What’s great is the training is ongoing; we can always ask [a national service officer] for assistance,” added Rieger, who works closely with the DAV national service office in St. Louis.

“We are ecstatic that our 17 service officers throughout Missouri now have access to this cutting-edge system,” said Department Adjutant Michael Elmore. “We have nearly half a million veterans living in the Show-Me State and this technology will enable us to better serve them.”

The Kansas City-based Rieger travels throughout the state several days each month in order to assist veterans in locations without access to a DAV service officer. He says CMS has made his time on the road much more efficient.

“Days like today when I’m in the field and I have the ability to submit claims immediately—that is unbelievable,” said Rieger. “The more tools we have to work with reduces the chance of errors and allows us to assist claimants even faster and more efficiently.”

Rieger says he started working as a service officer because he wants to give back to his fellow veterans.

“I owe them big for what they have done,” Rieger explained of his decision to become a service officer in 2003. “This is what I was born to do and will continue to do as long as I can.”

Want to get trained on CMS?
Any DAV-certified department of chapter service officer can gain access to CMS following training from a national service officer and confirmation of the required equipment. To learn more, contact your local national service office; find yours at www.dav.org/veterans/find-your-local-office.