This remote position is located in a Department of Veterans Affairs, Regional Office (VARO), National Call Center (NCC)/National IRIS Response Center (NIRC). The Phone/IRIS Quality Review Specialist is an integral part of the Veterans Service Center's quality assurance program, and is a key technical adviser to the Public Contact Representatives (PCRs), in the National Call Center/National IRIS Response Center in the Regional Office.

Duties

The Phone/IRIS Quality Review Specialist is responsible for performing quality reviews for individual PCRs in accordance with an established monthly schedule. Results of NCC/NIRC station reviews will indicate the silent monitoring and IRIS quality level for the station. Some of the cases reviewed for the station will be subject to Benefits Assistance Service (BAS) Quality Client Services review. The Phone/IRIS Quality Review Specialist performs individual quality reviews to determine the phone and IRIS quality level of individual PCRs for purposes of individual performance standards. The BAS Quality Client Services quality worksheet will be used for both reviews. The Quality Review Specialist also assists with "non-punitive" reviews to determine the accuracy of phone/IRIS action taken. Such reviews are for station-level feedback and improvement only, and will not be used for individual performance standard purposes. The incumbent tracks and analyzes all silent monitoring (phone) and IRIS quality exceptions for the station and for individuals, to include exceptions called by Quality Client Services. The Phone/IRIS Quality Review Specialist is responsible for sharing phone/IRIS quality trend information with management on an ongoing basis and with the PCRs during training sessions. The individual develops reports and discusses report findings with the National Call Center Manager, Coaches, and employees on a routine basis. Maintains secure records showing the cases reviewed and the types and number of errors found as required by the performance standards. The incumbent reviews products or activities for quality of performance and enters the results into the on-line Verint and IRIS checklists. Evaluates and identifies deficiencies of all elements of a phone calls and IRIS response as it relates to the claims process. Provides an explanation of errors and includes comments where attention is warranted. Returns any incomplete work related to phone calls and IRIS responses to the originating PCR for correction. The outcome of reviews is to improve performance especially in accuracy, timeliness and customer satisfaction. Responsibilities: Advise and provide information on benefits and rights. Explain pertinent legal provisions, regulations, and related administrative practices and their application to specific cases. Assist individuals regarding how best to provide needed documents and evidence required. Initiate inquiries to resolve errors, delays, or other problems in obtaining benefits. Counsel Veterans, their dependents, and survivors concerned with Veterans via assigned access channel (telephone, email, video, or chat). Assist the inquirer with determining the short-term and long-term circumstances that might influence a choice between various benefits. Explain the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted. Perform claim or appeal related work by providing comprehensive claim or appeal status updates using mandatory scripting requirements. Process change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claim. Respond to interactions where the customer wishes to speak/discuss to a supervisor by attempting to deescalate the interaction by immediately addressing the inquirer's needs prior to referral for a contact by a supervisor. Work Schedule: Monday- Friday, 8:00am-4:30pm Telework: Available Virtual: This is not a virtual position. Position Description/ PD#: 37371A Relocation/Reauthorization: Not Authorized Financial Disclosure Report: Not Required

Requirements

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/10/2024. 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-11 position you must have served 52 weeks at the GS-9. 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 on-year time-in-grade. Specialized Experience Requirement: Applicants must have one (1) year of specialized experience equivalent to at least the next lower grade (GS-9). Specialized Experience is defined as work that involves functioning in either a capacity performing training, analyst or information systems duties of a claim's management process. The experience should be substantive and relevant and may have been gained in the federal, military, or private sector. Examples of specialized experience include, but are not limited to: 1) conducting reviews to analyze the quality of completed rated cases, 2) conducting evaluations and reviews on a quantitative or qualitative basis of claims development programs and operations to determine the effectiveness in meeting established goals and objectives; 2) preparing or conducting training activities; 4) identifying knowledge/skill gaps and plan training strategies; 5) providing and implementing data for one or more information management systems accurately and timely or providing technical guidance and direction to staff in the daily operation and maintenance of claims management systems. 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. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at this grade level.

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 Nashville Regional Benefit Office 110 9th Avenue S Nashville, TN 37203 US
• Name: Brittany Young
• Email: [email protected]