This position is located in the VA Community Care Service. Incumbent will perform database administration, service level advocacy and billing support, and be a leader for customer support operations. All major duties are performed independently with minimal or no supervision.

Duties

Major Duties: Interprets hospital purpose, philosophy, procedures, and services to the patient and presents the patient's problems and opinions to the service administration. Receives and listens to complaints and grievances from patients or individuals on behalf of patients. Makes inquiries into patient complaints, initiates action or changes necessary to correct problematic situations, and reports on corrective measures taken to the patient or the patient's representative, resolving issues, and seeking guidance through the service leadership. Serves as a liaison with the AVAHCS Patient Advocates Office in responding to suspense items, inquiries, and other information sought about VACC. Handles conflict and problems in dealing with the customer constructively and appropriately. Provides patients with proper direction or escorting patients to subject matter experts; research or investigates patient concerns via oral or written communication with administrative and clinical staff; makes follow-up calls to patients to update on the progress of complaint resolution. Maintains a working relationship with staff, Veterans, Service Organizations, community groups, and others whose interests are in helping and protecting Veterans, their families, and their representatives. Analyzes data and prepares a project plan which compares alternatives in terms of cost, time, necessary equipment, and staff, and recommends a course of action. Ensures deadlines are met and methods used are accurate and in compliance with established procedures. Other duties as assigned. Work Schedule: 8:00am-4:30pm, Monday-Friday Virtual: This is not a virtual position. Position Description/PD#: Management Assistant/PD003740 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/17/2024. 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-6. 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 as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: knowledge and skills in applying Federal laws, VA regulations and directives, knowledge of clinic procedures and regulations, basic medical terminology, skill in operating computer systems, advanced skill in compiling readily available data, knowledge of the principles and concepts of policies and practices of regulated entities, and skill in oral and written communication. You will be rated on the following Competencies for this position: Communication Customer Service Interpersonal Skills Critical Thinking 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: This work requires some physical exertion such as walking, taking stairs, bending, and carrying boxes of paperwork or files. The work is primarily sedentary in an office setting; however, the incumbent works and circulates throughout AVAHCS. In some instances, relationships with patients may become hostile, threatening, and intense, and the incumbent is constantly placed in a position of stress. This position demands emotional stability since the individual is involved with many Veterans who may have emergent and serious illnesses as well are Veterans who are emotionally upset and/or hostile. 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 Thomas E Creek VA Medical Center 6010 Amarillo Boulevard, West Amarillo, TX 79106 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]