Contact Representative

Veterans Health Administration • Canandaigua, NY

11h • Onsite

About The Position

The Contact Representative works for the Women Veterans Call Center (WVCC) within the Veterans Health Administration at the Canandaigua VA. The WVCC is a national collaborative effort among Women Health Services, Patient Care Services, and the Canandaigua VA. It provides women Veterans, their families, and caregivers with in-depth guidance about VA healthcare services and resources available to women Veterans.

The representative handles outreach and follow-up, responds to inquiries by phone, chat, and text, and provides detailed information about healthcare services, benefits, and other VA resources. The role requires assessing callers’ needs, resolving issues or coordinating referrals, and making independent decisions in situations involving medical crises, suicidal crises, and homelessness. The representative documents interactions using computer technology, sends information packets tailored to callers’ needs, and contributes to team meetings and program procedures, goals, and objectives.

The position is at the Canandaigua VA. Telework is not available, and it is not a virtual position. The work schedule is a set shift within Monday–Friday, 8:00 a.m.–10:00 p.m., and Saturday, 8:00 a.m.–6:30 p.m. The work is primarily sedentary and takes place in typical office, meeting, or training-room environments.

Requirements

• U.S. citizenship is required.
• Only female applicants will be considered under the authorized gender-specific restriction for this position.
• Current Federal employees and certain former Federal employees must meet the time-in-grade requirement of 52 weeks at GS-04 and provide supporting SF-50 documentation.
• Applicants must complete the application, questionnaire, and required online assessment.
• Applicants must meet the specialized-experience requirement: one year equivalent to at least GS-04, typically involving patient-care or call-center clerical, secretarial, or administrative support; assisting patients with basic benefits questions; using data systems; answering telephone inquiries; analyzing problems and providing accurate resolutions; and typing case notes.
• Applicants must have exceptional interpersonal and communication skills and the ability to listen attentively.
• Education may substitute for experience: four years above high school, with transcripts submitted.
• A combination of specialized experience and education beyond two years above high school may qualify, with transcripts submitted.
• Experience must be documented on the resume, including job title, duties, start and end month/year, and hours worked per week.
• Selected applicants are subject to a background/security investigation and must complete online onboarding and employment identification requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• A one-year probationary period is required.
• Male applicants born after December 31, 1959 must meet Selective Service registration requirements.

Responsibilities

• Conduct outreach calls to women Veterans who are not enrolled in VA healthcare services.
• Respond to inbound phone calls, chat messages, and text messages from women Veterans, family members, and caregivers.
• Provide timely and appropriate information and problem resolution concerning VA benefits, healthcare services, and other available resources.
• Explain healthcare services that women Veterans may be eligible for and respond to medical questions and concerns.
• Determine the nature of incoming calls, address issues, and communicate callers’ needs to other VA care or service providers when needed.
• Use knowledge of VA programs, including MST, PTSD, homelessness, and women’s healthcare services.
• Evaluate priority 30-day follow-up calls and contact women Veterans to ensure they received needed services.
• Obtain necessary information from callers and act as a patient advocate to resolve their needs to the best of the representative’s ability.
• Make independent decisions based on assessments of suicidal crises, medical crises, and homelessness situations.
• Warm-transfer Veterans to the Veterans Crisis Line or Homeless Line when emergent or urgent needs require it.
• Refer callers to national programs such as VBA, HEC, NCA, and VHA as appropriate.
• Use computer technology to collect, communicate, and document information accurately and support continuity of care.
• Send information packets tailored to callers’ needs, such as reproductive care, newborn care, and survivors’ benefits.
• Participate in multidisciplinary program meetings, interact with the WVCC leadership team, and help develop and implement program procedures, goals, and objectives.
• Perform other duties as assigned.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific benefits depend on position type and should be confirmed with the hiring agency.
• VA may offer newly appointed Federal employees credit for job-related non-federal experience or active-duty uniformed military service when determining annual-leave accrual; approval is required before appointment and is not guaranteed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED