This position serves as the Customer Service Patient Representative in the Community Care Section for the VA New Jersey Healthcare System in East Orange, NJ.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The person in this position works in the Community Care Section of the Business Office with direct accountability to the Section Supervisory Program Analyst. The purpose of the position is to work on behalf of the Veterans, their families and outside sources to resolve or minimize difficult and complex problems and questions with issues involving the Community Care process, with regard to problem resolution and patient advocacy within the Community Care Section. The major duties include but are not limited to: Contacts hospital staff at all levels concerning any matter or problem relating to patient care which cannot be resolved by the Community Care Section; Investigates, evaluates and corrects problems or situations which require special action such as billing, claims, collections or any other special circumstances that needs immediate assistance; Receives calls and visitors of a controversial nature, identifies and understands the issues involved and uses sounds judgement for full resolution in resolving issues; Researches and/or analyzes problems, issues, program requirements and determines pertinent issues; Applies analytical and evaluative techniques to the resolution of problems/issues received; Independently resolves the most difficult and complex problems, expedites services and implements necessary corrective measures within established facility policies; Serves as staff member of the service directly supporting the management team responsible for planning, organizing, developing, directing and evaluation of medical center administration; Follows up on all issues addressed to find a complete and satisfactory resolution for all parties involved; Recognizes need for emergency measures and institutes emergency measures when indicated; Independently carries out a wide range of difficult contracts involving escalating issues on very complex situations; Seeks out professionals within the medical community outside of the VA regarding authorizations, claims, billing and collection issues on behalf of the Veteran; Participates in the development of innovative approaches to the establishment, enhancement modification and/or improvements in a variety of programs related to Community Care; Composes, dictates and types responses to letters of inquiry received from various sources; and Performs other related duties as assigned. Work Schedule: Monday through Friday, 8:00am to 4:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved Financial Disclosure Report: Not Required Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Requirements

Qualifications

To qualify for this position at the GS-6 level, you must meet the following requirement: SPECIALIZED EXPERIENCE: At least one (1) full year of specialized experience equivalent to the next lower grade level (GS-5) in Federal Service, that has given you the particular knowledge, skills, and abilities to perform successfully the duties of a Program Support Assistant - Customer Service Patient Representative position, and that is typically in or related to the work of the position to be filled. Specialized experience includes using analytical and evaluative skills and techniques to plan and conduct studies and evaluations; setting priorities and organizing work; identifying and analyzing issues and developing recommendations to resolve problems; ensuring compliance with established processes, policies and regulations; communicating tactfully and effectively both orally and in writing to meet program objectives; utilizing computer programs; and preparing reports in various formats and presenting data to various levels. NOTE: Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Administration and ManagementConflict ManagementConscientiousnessCustomer Service (Clerical/Technical)Information Management IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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; religious; 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. Physical Requirements: The work is sedentary occasionally requires carrying of light objects such as files, books and papers; some walking standing and bending. No special physical qualifications are required. 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

There is no educational substitution at this grade level.

Contacts

• Address VA New Jersey Health Care System 385 Tremont Avenue East Orange, NJ 07018 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]