Contact Representative

Summary

This position is located within the Women Veterans Call Center (WVCC) at the Canandaigua VA Medical Center in Canandaigua, NY. The Contact Representative analyzes situations and facilitates/provides in-depth solutions based on the inquiries, questions, and/or concerns from women Veterans, their representative, families, and caregivers about the many VA healthcare services and resources available to women Veterans.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION***

"(Candidate must be willing and able to telework while living within 1 hour of duty location or work on-site based on agency needs)"

Duties include but are not limited to:

• Conducts outreach calls to women Veterans not already enrolled in VA healthcare services;
• Responds to inbound calls, chat messages, and text messages from women Veterans, family members, or caregivers;
• Serves as a patient advocate and facilitator to ensure women Veterans' needs are being met;
• Works collaboratively with VA programs providing accessibility to care;
• Gathers, analyzes, and evaluates information from women Veterans;
• Applies problem solving techniques to resolve or assist in resolving Veterans' issues/concerns;
• Uses specialized knowledge of all VA benefits and health care services available to women Veterans to provide timely and appropriate problem resolution;
• Researches regulations and policies as it relates to care and services to provide or to assist in providing resolution;
• Coordinates incoming telephone calls and determines the nature of the call to provide additional services;
• Utilizes computer technology to ensure continuity of care through accurate information collection, communication, and documentation;
• Documents all calls, incoming and outbound, utilizing computerized documentation tool;
• Provides referrals to other VA programs when further services are appropriate, to include Women Veterans Program Managers at VA Medical Centers;
• Sends packets of information to women Veterans and individually tailors each packet to the callers' needs;
• Performs follow-up calls;
• Performs all other duties as assigned.

Work Schedule: Set shift between the hours of Monday through Saturday 8:00am - 10:00pm EST

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.(Candidate must be willing and able to telework while living within 1 hour of duty location or work on-site based on agency needs)

Virtual: This is not a virtual position.

Position Description/PD#: Contact Representative/PD08317A

Relocation/Recruitment Incentives: Not Authorized

Financial Disclosure Report: Not required

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