Job Listing
Customer Service Specialist
Veterans Health Administration · Posted 6 days ago
HybridPoplar Bluff, MO$62K – $80KApply by May 26, 2026Miscellaneous Administration And ProgramENTJESFJESTJISTJCustomer Success
Apply for this job →About the Role
The Customer Service Specialist position is in the Care in the Community and reports to the Assistant Chief of HAS. The Specialist conducts reviews in the areas of community care coordination and payment of claims related to Care in the Community to attempt to resolve concerns from Veterans and community providers. Conducts reviews as required by their direct supervisor and Medical Center leadership.
What You'll Do
- →Major Duties include, but are not limited to: Serves as the liaison between the patient/family, vendor, Veterans Board of Appeals, Congressional Liaisons, District Counsel, Veteran's Affairs Medical Centers, and the Office of Community Care and provides a channel through which the unit can respond to patients' needs and concerns.
- →Provides consultative services to Veterans, vendors, congressional offices, Veteran Service Organizations, staff, and other stakeholders to facilitate performance improvement by providing training with regards to business and financial processes as well as internal controls.
- →Communicates with the patient and their family and with clinical and administrative staff, Veteran's Affairs (VA), and private sector, to enhance responsiveness in meeting the health care needs of Veterans.
- →Answers questions regarding claims status, relays Medicare pricing messages provided by FBCS (fee-based claim system) or other claim processing software/databases, total amount paid, check information, and timeliness of processing.
- →Takes inquiries from Veterans, their family members, and/or representatives and to research all appropriate documentation for the indicated issue (i.e., consults, referrals, vendor contracts etc.) and assesses, interprets, and documents results to support the response.
- →Provides updates on progress of work to supervisor, service line leadership, Office of Patient Advocates (OPA), Congressional Offices, VISN and medical facility leadership regarding completed investigations resulting in confirmation of issue resolution.
- →Investigates complaints, initiates action/appeals or change to rectify the situation and reports corrective measures taken to parties involved, when warranted.
- →Monitors and evaluates corrective measures taken.
- →Participates in the establishment of administrative qualitative standards intended to improve programs, facilities, and operations.
- →Maintains a close working relationship with various program officials.
- →Identifies, analyzes, and makes recommendations on process improvement based on research analyses.
- →Organizes, compiles, summarizes, and analyzes the data collected and develops reports which reflect the scope of activities and identifies trends and opportunities for process improvement.
- →Performs other related duties as assigned.
- →Work Schedule: 8:00am-4:30pm, Monday- Friday.
Requirements
- ✓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.
- ✓Physical Requirements: Work is mostly sedentary; however, standing during presentations or training, bending, and carrying light items is required.
- ✓The work is performed in a typical office setting with adequate light, heat, and ventilation.
- ✓Some travel is required.
- ✓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 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.
- ✓A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Personality Fit
Job ID: 0f3b91e7-9fb9-4f00-9809-f0c07c051f89
Posted via USAJobs