Job Details

Job Title

Allied Health Professional

Job Description

Performs a range of duties related to the delivery of healthcare services in a Clinical Contact Center (CCC), including but not limited to:

• Advises clinical staff on current administrative processes.
• Works collaboratively with CCC team in resolution or direction of calls via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
• Responsible for answering telephones, secure messages and chat messages, greeting patients, relaying messages to appropriate staff inside or outside of the AVAHCS CCC, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Provides information and resolution to Veterans' requests within scope, uses administrative judgement to refer clinical concerns to clinicians.
• Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
• Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
• Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
• Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
• Provides high-quality customer service to Veterans and their families/caregivers.
• Communicates tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.

Work Schedule: Monday-Friday 8:00 am - 4:30 pm, subject to change based on facility needs.

Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework: Ad-hoc Telework available at supervisors discretion.

Virtual: This is not a virtual position.

Functional Statement #: 00019, 00020,00021

Permanent Change of Station (PCS): Not Authorized