Total 38 Junior Executive level Customer Service job vacancies in San Jose, California

The Advanced Medical Support Assistant (AMSA) interact with both internal and external customers providing exceptional customer service and ensuring overall customer satisfaction. Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the Greater Los Angeles VA Health Care System AMSA Interview panel. Ideal candidates resumes must be skilled in customer service, identify customer concerns, customer satisfaction and resolution, ability to operate computer programs, and scheduling of appointments. In addition, you will be contacted by various entities within Human Resources to begin all pre-employment processes and must satisfy all condition of employment before a firm offer of employment is made.

Major duties include, but are not limited to:

• Scheduling, canceling, re-scheduling patient appointments and/or consults.
• Entering no-show information.
• Monitoring appointment requests from multiple electronic sources.
• Participating in team huddles and team meetings to manage and plan patient care.
• Setting priorities and deadlines.
• Adjusting the flow and sequencing of the work to meet team and patient needs.
• Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g. X-Ray, Lab Work).
• Managing electronic wait list to verify and validate accuracy and resolve issues.
• Participating and providing input in problem solving on operational issues or procedures in team meetings.
• Performing administrative follow up actions.
• Evaluating patient information and clinic schedule lists to determine whether patient is vested.
• Educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community and bringing to the attention of the provider.

Death Valley National Park, Death Valley, CA. Use this link for information about salary. Government housing may be available.
Whiskeytown National Recreation Area, Whiskeytown, CA. Use this link for information about salary. Government housing will be available.


Major Duties:

• Use multiple databases (budget, maintenance work orders, and requests, asset management, purchase logs) to provide management information.
• Serve as a Point of Contact for Facility Management and Utilities Management.
• Provide required documentation to human resources for Facility employees; provide facility employees with required information related to human resources.
• Serve as a point of contact for purchasing of supplies, services and specialized items.

• Maintain required documentation and track purchases.
• Responsible for accounting duties

Duties may include but are not limited to:

• Extensive knowledge of SWS and its programs as they relate to administrative functions.
• Detailed knowledge of the organizational structure of the VA at local and higher levels, in-depth working knowledge of VA policies and regulations especially those pertaining to SWS and its Programs.
• Knowledge and ability to apply patient privacy regulations and release of information procedures.
• Knowledge of medical terminology and usages, (in general, medicine, surgical, geriatrics, hospital terms, medical abstracts, abbreviations, nursing, social work, pharmacology, aging, and home health), spelling, grammar, and composition, and ability to determine and follow required formats for VA memos and reports.
• Ability to plan effectively, set priorities, coordinate activities, have a high degree of skill in oral and written communications with a variety of people of different backgrounds and comprehension, and present a positive image of the VA to the community. This may include clerical, technical, administrative, and professional people at all levels in the medical center and community agencies.
• Ability to adapt to changing situations, to modify plans and demonstrate flexibility in changing circumstances, while displaying a high degree of interpersonal skill.
• Knowledge of the duties, priorities, commitments, policies, and program goals of SWS staff, and ability to support these with a spirit of teamwork in performing non-routine assignments. Knowledge sufficient to recognize which information is or is not relevant to the problem at hand. Ability to perform, plan and organize work in situations where numerous demands are made.
• Knowledge required to coordinate the work of the office with other stakeholders, and for recognizing the need for such coordination in various circumstances.
• Thorough knowledge of statistical and analytical processes and deductive reasoning to conduct problem and trend identification and resolution.
• Skill in use of Microsoft Work, Outlook, and Excel programs, scheduling, and other VISTA packages as indicated by duties of the position. Ability to retrieve information from CPRS to assist field staff with information needs by phone.
• Skill in operation and routine maintenance of facsimile and copier machines, as well as personal computers and printers.
• Ability to identify safety issues related to patient/staff safety and acts appropriately to report unsafe conditions.
• Skill in applying basic data gathering methods, such as standard interviewing or surveying techniques, to collect various types of factual information.
• Excellent telephone and personal interaction skills to ensure tact and diplomacy in dealing with veterans, families, high level officials, staff and other administrative and clinical departments, representatives from private and community corporations, members of service organizations and other stakeholders.
• Plans and carries out the successive steps and handles problems and deviations in the work assignment in accordance with instructions, policies, previous training or accepted practices in the occupation.
• The work includes various duties involving different and unrelated processes and methods.

Major duties include but are not limited to:

• Coordinates and provides administrative support;
• Schedules and manages appointments;
• Screens calls and visitors to the office, referring to other staff members as appropriate;
• Composes and prepares correspondence, forms, letters, memos, and reports;
• Schedules conferences, coordinates meetings and prepares meeting minutes;
• Maintains office supplies and equipment;
• Serves as the timekeeper for the service;
• Receives and reviews all incoming correspondence; and
• Performs other related duties as assigned.

The Supervisory MSA is responsible for managing and supervising the appointment management services within OCC and supervises one Lead Advanced Medical Support Assistant and ten Advanced Medical Support Assistants (MSAs) within the program. He/she collaborates with and has an extensive knowledge of all clinical applications, services and programs, to include but not limited services within the OCC. The Supervisory MSA is flexible, multi-skilled and creative in solving everyday challenges unique to this standalone service. The Supervisory MSA assigns work and daily priorities to the Lead and Advanced MSAs and ensures the goals and mission of the Office and Health Care System are being met. S/he is responsible for all performance management functions related to Lead and Advanced MSAs.

The Supervisory MSA applies principles, methods and guidelines to evaluate administrative operations in order to determine best practices for organizing administrative work and the flow of information throughout the service. S/he must take into consideration the staff ratios and skill mixes needed to accomplish the work. Analysis results in recommendations for improvement and implementation of new systems and processes that are discussed with the rest of the management team for decisions regarding the efficiency of service operations. The Supervisory MSA performs duties related to the receipt, intake and indexing of health and administrative information.

The Supervisory MSA will interface with personal computer (PC) applications as well as numerous Veterans Health Information and Technology Architecture (VistA), applications. The Supervisory MSA will serve as a backup for time and leave management processing. The Supervisory MSA must possess a high degree of tact and diplomacy when dealing with Veterans who have multiple medical problems and may be frustrated with the administrative process associated with coordinating treatment with community care providers.

The Supervisory MSA provides a variety of complex and unique duties in support of the MISSION Act. The Supervisory Advanced Medical Support Assistant will conduct and lead daily team huddles to assist with the coordination of patient care management, deploying customer contact and call center strategies, monitoring performance of the unit and make recommendations for improving the Veteran access to care and experience with VA and community care providers. The Supervisory MSA plans and directs programs within the Office of Community Care. The Supervisory MSA is responsible for implementing and deploying operational changes when necessary to ensure care in the community is provide in accordance with MISSION Act guidelines.

The Supervisory MSA has full supervisory responsibility of at least one lead MSA and ten Advanced MSA's. Assignments at this level include but are not limited to; assigning and evaluating the work of subordinate staff, resolving complex problems to ensure patient requirements are met. Analyzing staffing and workload patterns to ensure appropriate coverage of workload needs. Planning work to be accomplished by subordinates, setting and adjusting priorities. Determining appropriate tours of duty. Approving or denying leave. Evaluating performance, rating employees, and recommending performance awards. Interviews and selects subordinate staff. Advises Program Manager with process improvement suggestions and new strategies by extracting and analyzing data to better manage care access and ensure compliant appointment management practices per the MISSION Act and scheduling directive guidelines.

The Supervisory MSA manages CPRS view alerts from providers, correspondence from external community care affiliates, caregivers, family support staff and Veterans for needed actions involving patient care and follow-up. Ensures subordinate Lead and Advanced MSAs appropriately manage inquiries and requests for care in the community to ensure requests are routed to the appropriate external provider and scheduled timely in accordance with MISSION Act and VA guidelines. Supervisory MSA has full administrative and professional responsibility for planning and directing the Lead and Advanced MSAs activities. In certain situations, the Supervisory MSA will be required to conduct scheduling assignments if no Lead MSAs or AMSAs are available to schedule patients or if the situation is complex or emotionally or politically charged.

Other duties as assigned.

Work Schedule: Monday - Friday 8:00am - 4:30pm or as determined by supervisor.
Compressed/Flexible: At Supervisor discretion
Telework: Yes, position eligible
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

2023 VHA Total Reward$ of an Allied Health Professions Career Brochure (va.gov)

Major Duties include:

• Assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Ensures accurate and timely scheduling of appointments;
• Provides guidance to staff members, to include changes in policies and procedures,
• Creates and maintains employee work schedules;
• Acts as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

WHAT IS THE TAXPAYER SERVICES (TS)DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Taxpayer Services Service Centers Ogden Accounts Management

The following are the duties of this position at the full working level.

• Under the guidance of call site management, the incumbent utilizes on-line tools including Aspect, Customview, Webview, and Electronic Workforce Management (eWFM) to identify and react to real-time telephone staffing issues.
• Monitors and tracks employee time usage through the daily use of Real Time Adherence (RTA). Communicate real-time adherence issues to operation management for immediate resolution and/or to account for the employee by inputting the proper exception into eWFM or similar system.
• Notifies management of operational performance issues such as long wrap up of phone calls, lunch and daily breaks.
• Maintains a log of operational performance issues, staffing, and system problems.
• Monitors adherence to schedule by on-line tool applications.

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf

Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

Major duties include:

• Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary.
• Develops and/or maintains effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities: prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

The incumbent functions as a program and administrative assistant to the ICMHRS/VRC Social Worker Coordinator and provides support to both teams. The incumbent takes initiative in certain aspects of program planning and development, scheduling, manages resources and establishes and maintains communications with such services as Human Resources Management, Supply Chain Service, OI&T, Fiscal, Quality Management and patient care services. Primary duty station is San Jose CBOC throughout the work week.

Major duties and responsibilities include, but not limited to:

• Provides major and complex program, administrative and technical assistance in the day-to-day operations and program planning/evaluation for the ICMHRS and VRC
• Gathers and organizes and facilitates the submission of all data for performance measures and reporting this data to the care team weekly, including local ICMHRS, PRRC and Northeastern Program Evaluation Center (NEPEC) in order to meet all deadlines, set by VACO. Using a national data base (KLF) to obtain comparative data on encounters tracked for performance measures. .
• Provides customer service, general information and/or responds to telephone inquiries - assisting veterans, families, medical center staff and community agency personnel who are seeking ICMHRS or PRRC services. This may include identifying and contacting available clinicians in response to urgent needs of Veterans, families, and caregivers.
• Provides general clerical and administrative support coordination.
• Provides customer and general information for telephone calls from ICMHRS and PRRC team members in the clinic, field, or other program locations. Remains available to other VA staff, and/or community agency staff, regarding program inquiries, program concerns, etc. Incumbent obtains as much information as possible, provides information and resolves problems independently, when possible, prioritizes, and makes decisions regarding caller referral based on specific caller needs. The incumbent ensures timely response to team members that potentially have an emergent or urgent care need through prompt identification of the problem and appropriate team referral. Interacts with visitors and co-workers in a courteous, tactful, helpful manner, exercising mature judgment and diplomacy.
• Produces a wide range of documents using a variety of office automation technologies. Applies advanced work processing software to materials involving complex formats such as automatic generation of indices and tables of contents, importation of graphics, charts, or special symbols or precise alignment of multiple columns. Prepares files and charts in a timely manner, ensuring that all relevant correspondences and clinical material pertinent to ICMHRS and PRRC are in place.
• Creates and maintains respective electronic Program Manuals to assist ICMHRS and PRRC staff in the implementation of VACO directives, policies and procedures and accompanying databases.
• Receives/screens and manages all incoming and outgoing documents, publications, directives, and correspondence, determining appropriate action and/or response with minimal direction from ICMHRS and PRRC Coordinators. Collects, identifies, records and tracks community resources as appropriate to ICMHRS and PRRC programs. Attends trainings, as needed, to fulfill ICMHRS and PRRC program and VAPAHCS facility requirements

• Duties listed below are at the full performance level.
• Updates leadership on all matters impacting internal and external partners.
• Plans and monitor office budget and enter information into the budgetary workplan.
• Prepares confidential and sensitive correspondence for the leadership.
• Assists with processing grants and agreements and ensuring that all paperwork and requests are accurate.
• Assists with special project assignments related to highly controversial and confidential matters, office continuity, and internal direction of the office.
• Formulates a variety of technical correspondence, incorporating leadership’s philosophy and goals.
• Participates in management level meetings and discussions related to administrative and management support.
• Supervises 20% or less of the time

• Duties and responsibilities will vary depending on the level of the position, however you will be trained to develop into a full performance GS-7. Various duties may include:
• Manage the administrative and program support requirements by providing information on administrative policies, procedures, and requirements on matters pertaining to administrative management functions.
• Participate in fiscal functions involving the formulation and execution of operating budgets, assessment of resources, and maintenance and control of multiple facility accounts.
• Establish internal administrative procedures to improve operational efficiencies and timeliness of services.
• Receive visitors and telephone calls answering inquires.
• Respond to requests for information.

Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the Loma Linda VA Health Care System Interview panel no later than 60 DAYS OF THE VACANCY CLOSURE.

Selected candidates should plan to report to Loma Linda VA Health Care System for fingerprinting and a physical evaluation. In addition, you will be contacted by various entities within Human Resources to begin all pre-employment processes and must satisfy all condition of employment before a firm offer of employment is made.

Duties include, but are not limited to:

Administrative 50%
Serves as BHS purchase card holder as well as the Special Purpose Funding (SPF) that come in through lag dollars. This includes purchase on Government Credit cards, 1358 and the preliminary set up of contracts. Orders, purchases, and maintains supplies, forms, and other materials required to support administrative duties and patient care. Assists in acquisition, development, and preparation of program resource materials and personnel folders.

Serves as a PIV sponsor and timekeeper for assigned programs. Manages payroll for the Compensated Work Therapy (CWT) program and ensures payroll is completed on time within all directives and guidelines. Compiles and/or prepares reports and/or information for reports as directed. Prepares a variety of materials or reports in appropriate format using VISTA/personal computers to enter data as designated and/or prepare reports. Also is able to extract and enter data from other VA databases.

Answers phone for service, redirect callers to appropriate end users, and maintains professionalism. Prepares and enters electronic work orders, and tracks and assures work orders are completed and covers for other administrative staff and/or administrative duties as needed for service.
Incumbent will manage an inventory of devices and ensure that veterans' devices are ordered and received in a timely way. Works with CPRS, VISTA, and other VA systems to accomplish relevant patient and administrative tasks as it relates to Patient Center Management Module (PCMM). Performs office automation duties using such software applications as electronic mail, calendar, spreadsheet, database and/or graphics. Thus, incumbent must be proficient in Microsoft Word, Excel, Access, and Outlook.

Data Collection & Tracking Support 50%
Performs work involving the collection, compilation, and/or tracking of data and statistical information in support of an organization's program operations. Assists in the planning, review, and reporting of data/statistical results of program/project studies. Establishes protocols for incoming data, organizes computerized data sets, and retrieves computerized data. Performs a basic analysis of the data and generates variety ofreports. Evaluates documents, e.g., inter-facility consults, doctor's reports, assessments, and evaluations, and other data collection forms.
Completes special data management and outcomes projects in support of the activities of the organization. Assembles and summarize data, background information, and other materials from a wide variety of sources. Serves as the facility's Programmatic Point of Contact for VISN and VACO.

Coordinates incoming data from a variety of sources. Reviews documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate. Enters pertinent information into an automated tracking system. Maintains automated tracking system of program specific data to track suspense's on items such as patient scheduling, patient flow, staff workload capture, program development milestones, progress reports, expenditure, compliance strategies, etc. Administer patient/family satisfaction surveys and write reports on the program for the VA Loma Linda Healthcare System, VISN22 and V ACO. Incumbent will respond to requests from V ACO for data on the program and report financial expenditures quarterly to that office. Performs other related duties as assigned.


Work Schedule: 8am - 4:30pm, Monday - Friday, (Subject to change based upon the needs of the agency.)
Compressed/Flexible: Not Available
Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. As determined by the agency policy.
Virtual: This is not a virtual position.
Position Description/PD#: Program Support Assistant/PDPD 14066-A
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized

The Advanced Medical Support Assistant (AMSA) interact with both internal and external customers providing exceptional customer service and ensuring overall customer satisfaction. Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the Greater Los Angeles VA Health Care System AMSA Interview panel. Ideal candidates resumes must be skilled in customer service, identify customer concerns, customer satisfaction and resolution, ability to operate computer programs, and scheduling of appointments. In addition, you will be contacted by various entities within Human Resources to begin all pre-employment processes and must satisfy all condition of employment before a firm offer of employment is made.

Major duties include, but are not limited to:

• Scheduling, canceling, re-scheduling patient appointments and/or consults.
• Entering no-show information.
• Monitoring appointment requests from multiple electronic sources.
• Participating in team huddles and team meetings to manage and plan patient care.
• Setting priorities and deadlines.
• Adjusting the flow and sequencing of the work to meet team and patient needs.
• Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g. X-Ray, Lab Work).
• Managing electronic wait list to verify and validate accuracy and resolve issues.
• Participating and providing input in problem solving on operational issues or procedures in team meetings.
• Performing administrative follow up actions.
• Evaluating patient information and clinic schedule lists to determine whether patient is vested.
• Educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community and bringing to the attention of the provider.

Major Duties and Responsibilities to include but not be limited to:

• Schedules, cancels, re-schedules patient's appointments and/or consults; entering no-show information and appointment cancellation information.
• Sends appointment notifications, instructions, and reminder/cancellation letters to patients, checking in patients arriving for their appointments.
• Verifies and updates demographic and performing basic eligibility, co-pays and preauthorization requirements for specific coverage and insurance capture.
• Logs into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation of contact into CPRS via view alerts.
• Checks and responds to voicemail.
• Monitors incoming and outgoing faxing and distribution.
• Monitors and/or manages multiple reports, lists and suspenses to include but not limited to: electronic wait list, unseen report, recall reminders, open encounters/EARRS, NEARS, Veteran Choice List, missed opportunity report, consult management and tracking.
• May be required to perform the following: Timekeeping, Encounter completion, Coordination of Hoptel requests, Patient Travel, ADPAC (Automated Data Processing Applications Coordinator).
• Enters appropriate, complete, accurate information into electronic record (CPRSNISTA) and other clinical information systems as appropriate to the area assigned.
• Responsible for Lobby Management to include but not limited to: Keeping lobby presentable, restocking flyers and or brochures, be mindful of Veterans that have been waiting longer than 15 minutes.
• Performs typing work from written material using word processing software and equipment (such as but not limited to Microsoft office applications). Responds to incoming correspondence Performs general filing. May maintain office supplies as a designated shopper. Receives sorts and delivers to the appropriate individual's incoming and outgoing mail or other documents.
• Completes initial paperwork for walk-in "triage" patient's, notifies the appropriate nursing staff members and brings urgent matters to immediate attention of nursing, or physician staff.
• Collaborates effectively with the other staff to ensure seamless care.
• Acknowledges and/or completes routed view alerts with-in 48 business hours.
• Types routine correspondence, progress reports, memorandums and statistical reports using Vista, MS Word and Excel.
• Maintains up to date training on VA Scheduling Requirements.
• Provides on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee.
• Responds to view alerts via CPRS within 48 hours.
• Prepares for clinic visits to include PACT scrubbing.
• Coordinates patient discharge.
• Reconciles end-of-shift/end-of-day processing and reports.
• Generates, receiving and distributing mail to medical staff and patients.
• Orders and keeps records of supplies.
• Files results of treatment in medical records electronically.
• Determines patients' eligibility for treatment and paid travel expenses, if applicable.
• Records physicians' orders for patients on a variety of records, if applicable.
• Selects, completes, and routs requests for patient activities and treatment procedures.
• Schedules appointments for patients with other medical services.
• Prepares patient projection reports.
• Serves as timekeeper for permanent and contracted staff.
• Must have minimum of basic knowledge of the following eligibility, TRICARE & ChampVA eligibility, Release of Information process, Vetlink, Kiosk, MyHealtheVet, HIMS, office equipment to include copier/fax machine, and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.).
• Occasional travel to the San Bruno CBOC for training or other back office assignments.
• Performs other duties as assigned.

WHAT IS THE HUMAN CAPITAL OFFICE (HCO) DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Human Capital Office of Human Resource Operations, Human Resource Shared Services

The following are the duties of this position at the full working level.

• Conducts telephone and chatbot interviews or similar virtual technology to collect, interpret, and analyze information specific to customer's individual issues and requests for information. Services provided by the incumbent cover a wide range of issues, including but are not limited to: Personnel/Payroll/Employment, Facilities Management, Financial Services, Procurement, EEO, and Labor Relations contacts.
• Prepares written replies and explanations to customers' requests for service or information and conducts necessary follow-ups to ensure that customer receives timely and satisfactory responses to their requests. Provides guidance to customers on how to navigate and utilize new or unfamiliar software or tools (e.g., chatbot and/or similar virtual technology).
• Resolves questions involving complex employee account issues/problems initiated by the individual,
  management or discovered by the HRA by conducting research, diagnosing the issue, and providing technical information to employees and managers on a wide range of issues.
• Reviews customer requests to identify potential and existing problems. Researches specific issues, defines probable causes, and suggests chatbot and/or similar virtual technology. Gathers pertinent statistics or information, reports findings, and recommends solutions to problems or corrective actions.
• Revises procedures, controls etc., as indicated by studies or assigned by analyst. Prepares memoranda, reports, and charts showing findings or recommendations.