Description du poste
This position reports to the Service Chief or Program Manager and serves as the Customer Service Program Specialist and will be organizationally aligned under the Care in the Community (CITC) Program under the Chief of Staff performing key duties and will serve as the service excellence specialist in the areas of consult management analysis, administration, and coordination in support of the Mission Act and Community Care programs.
PRINCIPALES MISSIONS :
The primary purpose of this position is to improve the veteran and Care in the Community (CITC) care provider experience with CITC care. Manages the CITC customer relations process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. Performs reviews by examining Veteran's medical records, CITC care authorizations, CITC care payment records and historical tracking of submitted health care claims. Applies specialized knowledge of healthcare planning, project management, organizational structure, and evaluation of care delivery routines. When a complaint is identified, explores all avenues, crossing all lines of authority and responsibility within the medical facility, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Diplomacy, good judgment, compassion, flexibility, and a good sense of humor are required to work with the diversity of patients, family and staff and the complexity and sensitivity of issues which have the potential of controversy or legal action. Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Interprets the Facility's mission, policies, procedures, and available resources/services to the patient and presents the patient's concern, opinions, and needs to appropriate staff and management. Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration. Ensures VHA Patient goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing meaningful reports based on that data. Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Must maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees. Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives. Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction. 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 (subject to change based on the needs of the agency) Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Position Description/PD#: Program Specialist- Customer Relations/PD03263A, PD03264A, and PD03265A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required.
QUALIFICATIONS REQUISES :
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/23/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-7 position you must have served 52 weeks at the GS-5.
À propos de Veterans Health Administration
OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans? Fayetteville is nestled in the heart of the Ozark Mountains, and is an outdoor paradise with hiking, golf, fishing, rafting, boating, and four distinct seasons. Fayetteville is the home of the University of Arkansas "Razorbacks" which provides the community with a college atmosphere. The area is home to several fortune 500 businesses such as Wal-Mart, Tyson Foods, and J. B. Hunt Trucking, who have been generous benefactors for the community and the arts. In the neighboring community of Bentonville, Crystal Bridges Museum has been labeled as one the top 10 must see places in America. Fayetteville has outstanding public schools, excellent parks and trail sys