Department of Veterans Affairs
Provides advanced administrative support in a Veterans health contact center, coordinating access to care across clinics, specialties, community resources. Handles calls, secure messages, schedules and adjusts appointments and consults, verifies patient information, processes records and refill requests, routes clinical concerns, resolves access issues, and communicates with care team. Uses independent judgment, advanced systems, and customer service skills to support timely, accurate care.
- Total Rewards of a Allied Health Professional Coordinates Veterans' access to care across multiple clinics, specialties, and community care resources. Schedules, cancels, reschedules, and monitors appointments and consults in accordance with VA scheduling requirements. Receives and responds to incoming and outgoing contacts through telephone, secure messaging, chat, text, and video. Screens, routes, and escalates clinical questions or symptomatic concerns to the appropriate clinical staff or service. Uses advanced administrative judgment to resolve access-to-care issues and determine appropriate courses of action. Reviews and manages appointment requests from multiple electronic sources to maintain Veteran flow and clinic readiness. Verifies and updates patient demographics, medical information, and other records for accuracy and completeness. Coordinates care for Veterans receiving services across multiple VA locations or through community providers. Processes medication refill requests and supports related administrative healthcare activities. Provides Veterans and caregivers with accurate information about VA programs, services, and available resources. Communicates and collaborates with interdisciplinary care teams, VA facilities, and non-VA healthcare organizations. Resolves Veteran concerns and complaints while providing professional customer service, including interactions with challenging or distressed individuals. Work Schedule: Monday-Friday, 7:30am to 4:00pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Available, ad-hoc only, as determined by the agency policy. Virtual: This is not a virtual position. Functional Statement #: 54505-F Permanent Change of Station (PCS): Not Authorized
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