Customer Service Specialist

This position is in the Office of Community Care and reports to the designated Supervisory Health System Specialist (supervisor). The Specialist conducts reviews in the areas of community care coordination and claims related to care in the community to attempt to resolve concerns from Veterans and community providers. Conducts reviews as required by their direct supervisor and medical center leadership.

Serves as the liaison between the patient/family, vendor, Veterans Board of Appeals, Congressional Liaisons, District Counsel, Veteran's Affairs Medical Centers, and the Office of Community Care and provides a channel through which the unit can respond to patients' needs and concerns. Identifies problems or answers questions about entitlement and services that can or cannot be provided; identifies sources of difficulty in obtaining services; negotiates VA "red tape" on behalf of the Veterans; makes appropriate referrals to other services within the VISN, Office of Community Care or community; provides follow-up to ensure that satisfactory service has been provided. Receives and hears complaints, grievances and other requests for information from Veterans or from individuals acting on behalf of the Veteran. Takes inquiries from Veterans, their family members, and/or representatives and uses research tools, assessment of data, and research modalities in order to get the data to support the response. Reproduces the research results or the supply of their results as necessary. Provides updates on progress of work completed and claims that are moved back into processing and appropriate payment is confirmed. Working knowledge of VistA, CPRS, JVL, Call Center Portal, Microsoft Word, Excel, Access, PowerPoint, Outlook corporate email account, all modules of FBCS and other related points of data tools in order to use for reporting, recording, and communication purposes. Coordinates and provides assistance and advice in the application of standards that affect the service. Plans and carries out projects to improve the efficiency and productivity of organizations and employees in administrative support activities. Identifies, analyzes, and makes recommendations to resolve conventional problems and situations. Gathers, analyzes, and prepares information while applying sound judgment when responding to inquiries to include those from Congressional Offices, White House Hotlines,VAIQs, CBI Helpline, Call Center Portals, Reports of Contact, and others as assigned appropriately managing relations across business units. Collaborates with Veterans and vendors regarding procedural, technical and/or operational functions within the Office of Community Care. Participates in the establishment of administrative qualitative standards intended to improveprograms, facilities and operations. Maintains a close working relationship with various program officials. Identifies the elements of the clinical or administrative practices that contribute to or create an atmosphere for patient/customer dissatisfaction and recommends changes that will reduce or eliminate complaints. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday-Friday 8:00am-4:30pm Virtual: This is not a virtual position. Position Description/PD#: Customer Service Specialist/PD03641-A and PD03642-A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.