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Contact Representative
Veterans Health Administration · Posted 63 days ago
Hybrid Canandaigua, NY $41K – $53K Apply by Jul 23, 2026 Contact Representative ENFJENFPESFJISFJ Customer SuccessHealthcare
Apply for this job → About the Role
Incumbent serves as Contact Representatives for the Women Veterans Call Center (WVCC) within the Veterans Health Administration, at the Canandaigua VA. The WVCC is a national collaborative effort between Women Health Services, Patient Care Services, and the Canandaigua VA. The WVCC provides in-depth guidance based on questions from women Veterans, their families, and caregivers about VA healthcare services and resources available to women Veterans.
What You'll Do
- →Duties: 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; Specialized knowledge base of all available VA benefits and healthcare services to provide timely and appropriate problem resolution and/or caller referral.
- →Provides in-depth and detailed information to the women Veteran about health care services that she may be eligible for.
- →Independently inform and respond to a multitude of Veteran's medical questions and a wide variety of concerns and to provide comprehensive explanation to them about all available resources.
- →Serves as the coordinator of incoming telephone calls in the following ways: determines the nature of the call, thoroughly and accurately addresses the issue and/or then if needed assists with communicating the caller's needs regarding VA benefits, services, and health care needs to other VA care or service providers.
- →Utilizes required extensive knowledge of VA programs such as MST, PTSD, homelessness, women's health care services, etc.
- →Evaluating priority 30-day follow up calls and making outgoing calls to women Veterans across the nation to follow up with women Veterans to ensure they received the services they need.
- →Conducts outreach calls to women Veterans not already enrolled in VA healthcare services Ensures all necessary information is obtained from the callers/contacts.
- →Acts as the patient advocate and resolves Veterans needs to the best of her ability.
- →The CR must be able to make appropriate independent decisions regarding suicidal crisis, medical crisis and homelessness situations based upon her assessment.
- →Determine when to warm transfer Veterans to the Veterans Crisis Line and Homeless Line for emergent and urgent crisis needs.
- →Makes referrals as necessary to national programs such as VBA, HEC, NCA, and VHA.
- →Utilizes computer technology to ensure continuity of care through accurate information collection, communication, and documentation.
- →Sends out packets of information to women Veterans based on call center interactions and individually tailors each packet to the callers' needs such as reproductive care, newborn care, survivors benefits, etc.
- →Participates as a WVCC team member through various duties as assigned, multidisciplinary program meetings, direct interaction with the WVCC leadership team, and development and implementation of program procedures, goals, and objectives.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job Due to the exception to 5 CFR 332.407, there is a restriction to Female only employees in this contact representative position.
- ✓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 dentification 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 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.
- ✓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/.
Personality Fit
Job ID: 45d43df3-8efd-4a86-93db-a407c3d30cbe
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