Program Specialist

Summary The Customer Service Manager is responsible for full range of duties and responsibilities which encompass all customer service program in the Sioux Falls VA Health Care System (SFVAHCS), Care in the Community (CITC). The incumbent is a generalist who manages customer service issues and facilitates resolution. This position advocates for patients and is the leader for customer service initiatives within the service such as service recovery; acting on behalf of Veterans and their families Responsibilities Major duties include but are not limited to: Interprets the hospital purpose, philosophy, procedures and services to the patient and presents the patient's problems, opinions and needs to the Health Care System's administration. Assists the patient, their families and the hospital staff members in recognizing and removing institutional obstacles to providing high quality health care. Receives and listens to complaints and grievances from patients or from individuals on behalf of patients Is responsible for safeguarding and ensuring statutory and constitutional rights of patients and protecting patients from other kinds of abuse which tend to depersonalize and rob them of their dignity,self-respect or esteem. Has authority to review files or records and discuss with personnel or witnesses regarding any practice which appears to violate patient's rights, or which causes unnecessary discomfort or embarrassment to patients, their families, or the Health Care System. Documents cases and produces a monthly cumulative report which includes a categorization of patient inquiries to track and trend patterns and to identify opportunities for improvement of care. Maintains time and attendance records for those employees assigned to the Experience Office as well as backup coverage for the other executive office employees. Provides patients with proper direction or escorting patients to subject matter experts. Researches or investigates patient concerns via oral or written communication with administrative and clinical staff. Assists patients in understanding their rights and responsibilities. Performs other duties as assigned 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 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 AD HOC telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD803590 and PD804490 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized VA Whole Health Statement: The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Requirements Conditions of Employment 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 Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/29/2024. 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-07 position you must have served 52 weeks at the GS-05. For a GS-09 position you must have served 52 weeks at the GS-07. 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. To qualify for this position at the GS-7 level, you must meet one of the following: 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: assisting with administrative tasks within a medical facility; preparing responses to correspondence; answering phones; tracking time and attendance; maintaining all paper and electronic files; respond and resolves patient inquiries. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have one full academic year of graduate level education with a major study in a closely related field.. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond a bachelor's degree level education and specialized experience to meet total experience requirements.. To qualify for this position at the GS-9 level, you must meet one of the following: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: assisting with administrative issues within a medical facility; preparing responses to correspondence; answering phones; tracking time and attendance; maintaining all paper and electronic files; respond and resolves patient inquiries; reviews patient files; compiles data and provides reports. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Master's degree, two full years of graduate education, a J.D. or an LL.B. degree from an accredited college or university may substitute for experience required at this level. OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond 1 year graduate level education and specialized experience to meet total experience requirements.. You will be rated on the following Competencies for this position: Communication Customer Service Interpersonal Skills Problem 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Physical Demands: The work is sedentary and occasionally requires carrying of light objects such as files, books and papers; some walking, stair climbing, standing and bending. The work requires frequent travel within SFVAHCS geographical area with potential occasional state and national travel. Work Environment: Work Is performed in an adequately lighted and climate-controlled office setting. Work requires the ability to lead and work within teams. Work requires the ability to communicate effectively verbally and in writing and be receptive to frequent impromptu requests for information from senior leadership on short notice 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-9. At the GS-7 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-9. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher-level work, and availability of funds. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.