The primary purpose of this position is to improve the Veteran and community care provider experience. Performs reviews by examining Veterans' medical records, community care authorizations and referrals, community payment records and historical tracking of submitted health care claims. This position is to coordinate and assure the timely resolution of patient and family complain

Duties

Duties include: Collaborates with clients and vendors regarding procedural, technical and/or operational functions within the service. Provides management with customer feedback to be used to identify the dimensions of care that have the potential to make a difference in overall satisfaction, retention or other desired outcomes. Acts on behalf of the Service Chief to resolve escalated issues, expedite services, to operations and meet the needs of the organization. Monitors and evaluates corrective measures taken. Investigates complaints, initiates action/appeals or change to rectify the situation and reports corrective measures taken to parties involved. Provides accurate and well-developed responses to various heightened inquires within the established timeframe. Contributes to service recovery while completing complex requests in a timely and efficient manner. Makes appropriate referrals to other services and provides follow-up to ensure that satisfactory service has been provided. Gathers, analyzes, and prepares information while applying sound judgement when responding to inquiries. Organizes, completes, summarizes and analyzes the data collected and develops reports which reflect the scope of activities and identifies trends and opportunities for improvement. 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 through Friday; 8:00am-4:30pm; subject to change based on the needs of the facility Telework: Not available Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD073660 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/28/2023. 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-07 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement. You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-05 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Correspond with customer service/customer relations in a high paced environment. Analyzes complaint/issue resolution to include complaint/issue resolution with patients, families, and external stakeholders. Respond to concerns expressed by patients and their families. Process healthcare claim payment methodologies, processes, and software (VistA, CPRS, JVL, Microsoft Word, Excel, Access, PowerPoint). Develops training materials and teaching aids. Collect, compile, and summarize data to produce and present accurate informational data using, analytical and evaluative techniques, fact finding, and accurate interpretation of established guidelines, processes and procedures. OR, Education: 1 full year of graduate level education or superior academic achievement (transcripts required). OR, Combination of Specialized Experience and Education: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the grade levels specified in the table, and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. (transcript required). You will be rated on the following Competencies for this position: Administration and ManagementKnowledge ManagementProblem Solving Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking, standing, bending, and carrying of light items like papers or books. No special physical demands are required to perform the work. The work is performed in a typical office setting with adequate light, heat, and ventilation. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Overton Brooks VA Medical Center 510 East Stoner Avenue Shreveport, LA 71101 US
• Name: Anastasia Dixon
• Phone: (254) 755-0470
• Email: [email protected]