Program Specialist

Job Title Program Specialist Duties Help Duties include but are not limited to: Assist Veterans understanding their rights and responsibilities in navigating complex care, administrative or billing concerns regarding the Community Care Program. Serveas the liaison between the facility, Veterans and community partners ensuring advocacy services and complaint processes are visible, understandable and accessible. Maintains expert knowledge of community care programs, authorities, and contract vehicles as well as Veteran's benefits, services, community resources and the processes for making appropriate referrals through the Community Care Program. Comprehend and explain government laws, directives and policies to provide information to individuals representing various levels of educational and cultural backgrounds. Maintain effective relationships with Community Care Nurses and admin staff, community providers and the Third Party Administrator whose interest is assisting Veterans through the continuum of care. Triage Veteran calls, emails, voicemails (including AudioCare), secure messages, Patient Advocate Tracking System-Replacement (PATS-R) system and provide the necessary follow up to address concerns, document and communicate outcomes in a timely and accurate manner. Acts to properly identify the nature and scope of the problem and initiates appropriate action to expedite a resolution within established policies and guidelines, and where appropriate, through concise communication and collaboration with respective stakeholders. Maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for Veterans, VA staff and community partners. 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, 7:30AM-4:00PM Compressed/Flexible: At Management's Discretion Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/ PD137950 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized