Program Specialist- Customer Relations

Summary This position reports to the Service Chief or Program Manager and serves as the Customer Service Program Specialist and will be organizationally aligned under the Care in the Community (CITC) Program under the Chief of Staff performing key duties and will serve as the service excellence specialist in the areas of consult management analysis, administration, and coordination in support of the Mission Act and Community Care programs. Responsibilities The primary purpose of this position is to improve the veteran and Care in the Community (CITC) care provider experience with CITC care. Manages the CITC customer relations process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. Performs reviews by examining Veteran's medical records, CITC care authorizations, CITC care payment records and historical tracking of submitted health care claims. Applies specialized knowledge of healthcare planning, project management, organizational structure, and evaluation of care delivery routines. When a complaint is identified, explores all avenues, crossing all lines of authority and responsibility within the medical facility, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution. Diplomacy, good judgment, compassion, flexibility, and a good sense of humor are required to work with the diversity of patients, family and staff and the complexity and sensitivity of issues which have the potential of controversy or legal action. Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available. Interprets the Facility's mission, policies, procedures, and available resources/services to the patient and presents the patient's concern, opinions, and needs to appropriate staff and management. Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration. Ensures VHA Patient goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing meaningful reports based on that data. Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Must maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees. Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives. Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction. 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 (subject to change based on the needs of the agency) Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Position Description/PD#: Program Specialist- Customer Relations/PD03263A, PD03264A, and PD03265A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Physical Requirements: The work includes walking, standing, bending, carrying of light items, and occasionally assisting with a wheelchair. In some instances, relationships with patients and caregivers can become intense and the incumbent is constantly exposed to high levels of stress and anxiety. This position demands emotional stability, as the incumbent is deeply involved with many challenging, seriously ill, and/or dying patients and their caregivers. Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/23/2026. 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-5. For a GS-9 position you must have served 52 weeks at the GS-7. For a GS-11 position you must have served 52 weeks at the GS-9. 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 and/or education as described below: GS-7 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Under close supervision, as an entry level position the candidate should be familiar with VISTA, CPRS, HSRM, CRM, PATS-R, JPSR, claim processes and Office of Community Care(OCC) policies for eligibility and internal functionality of OCC to handle complaints. NOTE: This experience must be supported by your resume to be creditable. OR, GS-7 Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you 1 full year of graduate level education or superior academic achievement. (Transcripts Required) OR, GS-7 Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education beyond completion of a half-year of graduate level education. (Transcripts Required) GS-9 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-7 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: With minimal supervision, as a developmental position the candidate should be experienced with VISTA, CPRS, HSRM, CRM, PATS-R, JPSR, claim processes and Office of Community Care(OCC) policies for eligibility and internal functionality of OCC to handle complaints. NOTE: This experience must be supported by your resume to be creditable. OR, GS-9 Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related. (Transcripts Required) OR, GS-9 Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education in excess of one (1) full year of graduate level education. (Transcripts Required). GS-11 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include but are not limited to: Serves as the subject matter expert for VISTA, CPRS, HSRM, CRM, PATS-R, JPSR, claim processes and Office of Community Care(OCC) policies for eligibility and internal functionality of OCC to handle complaints. This includes expert level knowledge of internal VA coordination. NOTE: This experience must be supported by your resume to be creditable. OR, GS-11 Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., (Transcripts Required) OR, GS-11 Combination: Applicants may also combine education and experience to qualify at this level. You must have a combination of specialized experience and education in excess of 2-years of graduate education in excess of the amount required for the next lower grade level. (Transcripts Required). 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. This job opportunity announcement may be used to fill additional vacancies. The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.