Program Specialist (Customer Service)

About the role

The Program Specialist (Customer Service) serves as a Customer Service Liaison and Service Level Advocate for the all Community Care programs and functions. The primary purpose of this position is to improve the Veteran and community care provider experience. Performs reviews by examining Veterans' medical records, community care authorizations and referrals, community payment records and historical tracking of submitted health care claims. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/13/2026. Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For this GS-7 position you must have served 52 weeks at the GS-5. For this GS-9 position you must have served 52 weeks at the GS-7. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former VA employees applying for reinstatement with CTAP eligibility. Specialized Experience (GS-7): You must have one year of specialized experience equivalent to at least the next lower grade (GS-5) in the normal line of progression for the occupation in the organization. Specialized Experience include (but are not limited to): Assist in the development of detailed training materials and teaching aids to conduct formal and informal training sessions to vendors, Veterans, Congressional Offices, large hospital associations, medical center staff and other stakeholders Administer duties, priorities, commitments, polices, precedents, procedures, practices, goals, objectives, laws, VA guidelines and program goals of both administrative and clinical services of Community Care in order to respond to concerns expressed by patients and their families Foster the abilities to solve complex problems associated with the day to day operations concerning customer service issues in a positive, goal-oriented way Ability to take quick and effective action when necessary. OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 1 full year of graduate level education (Transcripts required). OR Superior Academic Achievement (SAA): Completed all the requirements for a bachelor's degree in a curriculum that is qualifying for the position to be filled and meet one of the following: Class standing -- Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses Grade-point average (G.P.A.) -- Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum. (Grade-point averages are to be rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9) Election to membership in a national scholastic honor society. For a list of recognized honor societies please visit http://www.achsnatl.org/quick_link.asp. OR Combination of Experience and Education: I have a combination of specialized experience as described in A, but less than one year of graduate education as described in B. (To compute, divide your total months of qualifying experience by 12, then divide your semester hours of graduate education beyond one year by 18, add the two percentages. The total percentage must equal at least 100 percent to qualify.) (Note: you must attach a copy of your transcripts.) NOTE: Copies of transcripts must be submitted with your application materials. Education cannot be credited without documentation. . Specialized Experience (GS-9): You must have one year of specialized experience equivalent to at least the next lower grade (GS-7) in the normal line of progression for the occupation in the organization. Specialized Experience include (but are not limited to): Administers Federal laws, VA regulations and directives governing medical benefits for veterans, facility policies, procedures and organizational structure, medical terminology, services available

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