Contact Representative

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.

Duties:

• 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.
• Performs other duties as assigned.

Work Schedule: Set shift between Monday-Friday, 8:00am-10:00pm and Saturday, 8:00am-6:30pm

Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position.

Position Description/PD#: Contact Representative/PD08137A and PD08317A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized