Total 525 Customer Service job vacancies in FL Remote

Electronic Health Record (EHR) Application Configuration Management and Support:

• Serves as a commercial EHR system expert in designing, building, and configuring commercial EHR applications in clinical and business settings.
• Functions as a liaison and advocate for commercial EHR enterprise software applications between clinical and business end-users, clinical advisory groups, and clinician users of all disciplines.
• Evaluate proposed commercial EHR configuration solutions for implementation and recommend changes to workflows, order sets, and clinical content.
• Develop commercial EHR configuration baselines and contribute to change control processes to implement new configurations and workflows.
• Analyzes commercial EHR vendor software release documentation and assesses potential impacts on established configurations.
• Provides commercial EHR application education and assistance to clinical and business end-users.
• Participates in commercial EHR system testing, change control processes, implementation, and performance monitoring activities.

• Provide on-site and/or remote support for end-users during commercial EHR go-live implementation activities.
• Conduct on-site training events when necessary to support commercial EHR go-live implementations.
• Coordinates with Service Desk support personnel to assist clinical and business end-users with application assistance.
• Communicate commercial EHR software application concepts using presentations, demonstrations, or formal documented reports.

• Develop systematic and structured approaches to evaluate software performance to improve clinical outcomes.
• Analyzes application performance and support requests to determine patterns associated with functionality or human-centered design flaws that require intervention and recommends improvements.
• Documents configuration issues at EHR go-live events and develops strategies to improve EHR usability and adoption.
• Evaluate quality improvement processes that impact configuration and/or clinical workflows to support improved technology response and positive patient outcomes.

• Utilize project management concepts, tools, and techniques to plan, organize, and execute all assigned tasks.
• Utilize knowledge and experience in project management to define project scope, identify deliverables, manage risks, and communicate across teams to achieve goals and objectives.

Leadership in Nursing Informatics:

• Convene and lead groups of Subject Matter Experts (SME) in nursing and other healthcare disciplines to identify best practices and achieve consensus for standardization of workflow design and configuration in existing and new health information systems.
• Serve as liaison between the Office of Information Technology and select IHS Headquarters Offices and Divisions responsible for programmatic guidance of various disciplines including nursing, public health nursing, and community health aides/providers/representatives, to ensure that the data needs of these programs are considered in health information technology system selection and configuration.
• Serve as a recognized expert and liaison in the subject area of clinical informatics and serves in a professional manner in performance of duties between IHS, Tribal, and Urban (I/T/U) users, state, local healthcare organizations, external and internal stakeholders and software development staff.

• Conduct market research, independently and in collaboration with appropriate Office of Information Technology and Program colleagues, on products and systems that may be useful in improving care and outcomes for IHS facilities and patients.
• Evaluates and makes recommendations to support implementation and modification of planned or proposed software changes or administrative policies for clinical software.
• Utilize expertise and independent judgment to select and develop methods to meet long-term objectives for new healthcare software applications.

Leadership in Nursing Informatics:

• Convene and lead groups of Subject Matter Experts (SME) in nursing and other healthcare disciplines to identify best practices and achieve consensus for standardization of workflow design and configuration in existing and new health information systems.
• Serve as liaison between the Office of Information Technology and select IHS Headquarters Offices and Divisions responsible for programmatic guidance of various disciplines including nursing, public health nursing, and community health aides/providers/representatives, to ensure that the data needs of these programs are considered in health information technology system selection and configuration.
• Serve as a recognized expert and liaison in the subject area of clinical informatics and serves in a professional manner in performance of duties between IHS, Tribal, and Urban (I/T/U) users, state, local healthcare organizations, external and internal stakeholders and software development staff.

• Conduct market research, independently and in collaboration with appropriate Office of Information Technology and Program colleagues, on products and systems that may be useful in improving care and outcomes for IHS facilities and patients.
• Evaluates and makes recommendations to support implementation and modification of planned or proposed software changes or administrative policies for clinical software.
• Utilize expertise and independent judgment to select and develop methods to meet long-term objectives for new healthcare software applications.

• Serve as a subject matter expert for the Army’s prevention workforce in a highly specialized area of public health / prevention science.
• Support prevention data efforts as assigned by supervisor.
• Provide technical expertise (e.g., data integration through statistical software, tool development, and technical assistance) to inform requests for information comprehensive needs assessments, and comprehensive integrated primary prevention plans.
• Collaborate with relevant internal and external partners to provide support to public health studies, prevention research, and evaluation projects.
• Represent the Army at professional, DoD, and other government agency scientific and technical meetings.

• The duties described are for the full-performance level. At developmental grade levels, assignments will be of more limited scope, performed with less independence and limited complexity.
• The duties may include, but are not limited to:
• Deliver and support internal and external communications and public outreach, coordinating and managing the implementation of all communications elements using both internal and external resources.
• Express facts and ideas both in writing and orally in a clear, concise, and organized manner that meets established standards for format and style and is appropriate for the intended audience.
• Ensure that announcements, invitations to bid, requests for information, requests for proposals, and related contractual documents in the administration of contracts are distributed and posted.
• Prepare personnel to speak effectively on program matters with the public, industry, and other interested groups.
• Oversee the communication of the necessary memoranda, dockets, and purchase plans, and ensures clearance with appropriate officials.
• Coordinate with the Food and Drug Administration, Food Safety and Inspection Service, Food and Nutrition Service, and other Federal, State, and local government agencies to resolve complaints.
• Coordinates with the AMS FOIA Office and Subject Matter experts to respond to Freedom of Information Act requests.

VA Careers - Social Work: https://youtube.com/embed/enRhz_ua_UU

The incumbent is accountable to the Primary Care Social Work Supervisor in carrying out operational functions described above. The incumbent has clinical involvement in patient care by providing clinical case consultation to patient/family/community inquiries about services or patient care issues provided by the VA. Clinical social work services may be delivered in person or by electronic media, such as phone, V-Tel or home tele-health. Services will generally be provided in a clinic setting but may occasionally need to be provided in the community or in a patient/family home.

Duties include, but are not limited to:

Psychosocial Assessment - The social worker will develop an assessment of the veteran, family, economic, community, and psychosocial support
systems when clinically indicated. The assessments must reflect a high level of skill in gathering, analyzing, interpreting, and documenting data
that is pertinent and directly related to patient health care planning, treatment, education and case management. The veteran, family members, significant others and the interdisciplinary treatment team are involved in this process, whenever possible. The goal of the communication is to highlight the veteran's strengths, limitations, and internal/external supports and service needs in order to optimize the veteran's functional status and safely maintain the veteran in his/her home.

Clinical diagnosing using DSM-5 and ICD-10 behavior codes - Incumbent demonstrates knowledge in DSM-5 diagnosing and documents diagnostic
impressions in psychosocial assessments when appropriate. Clinician may function independently or within a team to determine an appropriate
diagnosis and formulate a treatment plan based on that diagnosis.

Treatment Planning/Goal Setting - Incumbent demonstrates basic knowledge of psychosocial treatment modalities and demonstrates the ability to implement treatment modalities in working with individuals, families, and groups to achieve treatment goals. This requires judgment and skill in utilizing supportive, problem solving, or crisis intervention techniques. The social worker is responsible for developing a treatment plan, and setting achievable treatment goals with the veteran/family in collaboration with the primary care interdisciplinary treatment team members when indicated. Incumbent demonstrates basic knowledge of medical and mental diagnoses, disabilities, and treatment procedures to include acute, chronic and traumatic illnesses/injuries; common medications and their effects/side/effects; and basic medical terminology.

Therapy- Social worker will provide the veterans and their caregivers with ongoing psychotherapy (group and/or individual) and/or supportive counseling when appropriate. Incumbent is able to demonstrate the ability to utilize the DSM-V to ensure appropriate treatment recommendations.

Referral to service providers - Throughout the course of treatment the social worker is the subject matter expert on VA and/or community resources. The social worker will collaborate with other service providers in reassessing the veteran's needs for VA and community resources and entitlements. The social worker is responsible for educating the veteran and/or caregiver of the available services and assisting them in establishing the appropriate referrals based on the veteran's preference or that of his/her surrogate decision-maker.

Resource Development - The social worker is responsible for developing a resource file of VA and community social service programs and will refer the veteran to needed services.

Advocacy - Social worker understands the intimidation of bureaucracy and will act as an advocate when it serves the best interest of the veteran/family. When appropriate and feasible, social worker will educate and encourage the veteran/family to advocate for themselves, thus fostering a sense of independence and empowerment.

Crisis Intervention - Social worker is experienced in making rapid assessments and developing crisis management plans to maintain patient in the home, for admission to acute, short term and/or long term placements. Social worker has access to multiple resource directories in addition to previously developed resources to meet the demands of a crisis.

Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m. or 8:00 a.m. - 4:30 p.m.
This position is remote, which is defined as: An alternative work arrangement in which an employee, under a written remote work agreement, is scheduled to perform their official duties at an alternative worksite and is not expected to perform work at an agency worksite on a regular and recurring basis. A remote worker's official worksite may be within or outside the commuting area of an agency worksite.
Relocation/Recruitment Incentives: Not authorized.
Permanent Change of Station (PCS): Not authorized.

Duties may include, but are not limited to:

• Responsible for answering telephones, secure messages and chat messages, greeting patients relaying messages to appropriate staff inside or outside of the VISN CCC.
• Utilizes numerous advanced patient systems in support of multiple clinics involved in an interprofessional coordinated care delivery model.
• Communicates with the patient, interprofessional care delivery teams, VA medical centers,
  and other agencies; communicate with non-VA medical facilities.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.
• Provides high-quality customer service to Veterans and their families/caregivers.

• Implements and sustains a comprehensive quality assurance and patient safety programs.
• Leads, develops and manages strategies for measurement aligned with external and internal benchmarks and standards of quality, patient safety, patient experience and risk management.
• Aligns activities, policies, process guidance and analysis (measurement, review, examination) with accreditation standards for quality, patient safety, patient experience, and risk management defined by TJC and AAAHC and industry recognized best practices from reputable sources.
• Develops work plans and performance evaluation criteria; ensures subordinates achieve Agency goals. Provides management direction and leadership under the general direction of the Office Director. Provides leadership, guidance, and direction for the IHS programs supporting and ensuring quality assurance, compliance, patient safety, and risk management. Formulates budget requests and develops related supporting justification narratives to meet program objectives of ensuring consistently high quality in all IHS clinical operations.
• Plans work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work; Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees; Evaluate work performance of subordinates; Gives advice, counsel, or instruction to employees, and refers group grievances and more serious unresolved complaints to a higher-level supervisor or manager; Interviews candidates for positions in the unit; recommends appointment, promotion, or reassignment; Hears and resolves complaints from employees, refers group grievances and more serious unresolved complaints to a higher-level supervisor or manager; Effects minor disciplinary measure of warnings and reprimands, and recommends other action in more serious cases; Identifies
  developmental and training needs of employees, provides or arranges for needed development and training; Finds ways to improve

As a Contract Specialist, you will:

• Receive procurement requests and determine type of requirement.
• Conduct research to determine the nature and adequacy of Government specifications, market conditions, ability of industry to modify existing goods or services, and delivery requirements.
• Prepare requests for quotations, requests for proposals or invitation for bids after completing all Treasury and Government required and necessary acquisition planning documentation and research.
• Evaluate bids, offers, or quotes to determine responsiveness and compliance with regulations, adequacy in meeting the Government's needs

• The duties may include, but are not limited to:
• Involved with the planning and development of purchase and financial assistance programs and procedures for carrying out the purchasing of commodity products.
• Determines both financial and technical responsibility of potential new vendors, and assists those vendors through the process to become an approved vendor.
• Reviews and analyzes relevant production and price data, and makes recommendations concerning the need for surplus removal purchase programs.
• Responsible for preparing accurate announcements, invitations to bid, requests for information, requests for proposals, and related contractual documents.
• Performs detailed analysis of bids received using processes and procedures designed to ensure the most advantageous awards for USDA nutrition assistance programs.
• Reviews, analyzes, and makes recommendations concerning various factors affecting ongoing purchase and other financial assistance operations.
• Ensures that the provisions of Sections 8 and 15 of the Small Business Act, as amended by PL 95-507 and the provisions of Executive Order 12138 are implemented in the procurement activities.
• Seeks and develops a sound relationship with contractors, industry organizations, and other interested parties.
• Examines Instrument and Notices of Assignment, invoices, claims, and other requests for payment for commodities provided to the Government.

**This position is being announced concurrently under Delegated Examining Plan (DE) procedures. Please review vacancy announcement number IHS-25-PX-12596444-DE; for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.**

• Primary duties are providing oversight and subject matter expertise for healthcare information systems, which can include consultation with facilities throughout the area on supported systems. The oversight includes implementation, maintenance, training and technical support of supported healthcare information systems used in the hospital, ambulatory care and public health settings.
• Support functions and coordinate activities to support other supported systems that integrate with the electronic medical record system to include the master patient index, health information exchange, and personal health record.
• Lead clinical decision support coordination; configuration, implementation, change management and support adherence to all applicable policies, procedures, and standards.
• Deliver and oversee technical support for internal and external customers, providers, community organizations, and other stakeholders.
• Monitors and supports efforts of informatics workflows and processes.
• Plan, develop or acquire, implement, maintain, and evaluate health information systems that are integrated with existing information technology systems across the continuum of care, including clinical, consumer, and public health domains, while addressing security,privacy, and safety considerations.
• Build support and create alignment for informatics best practices; lead health informatics initiatives and innovation through collaboration and stakeholder engagement across organizations and systems.

**This position is being announced concurrently under Excepted Service Examining Plan/Merit Promotion Plan (ESEP/MPP) procedures. Please review vacancy announcement number IHS-25-PX-12596448-ESEP/MP; for eligibility requirements. NOTE: Applicants must apply separately for each announcement in order to be considered.**

• Primary duties are providing oversight and subject matter expertise for healthcare information systems, which can include consultation with facilities throughout the area on supported systems. The oversight includes implementation, maintenance, training and technical support of supported healthcare information systems used in the hospital, ambulatory care and public health settings.
• Support functions and coordinate activities to support other supported systems that integrate with the electronic medical record system to include the master patient index, health information exchange, and personal health record.
• Lead clinical decision support coordination; configuration, implementation, change management and support adherence to all applicable policies, procedures, and standards.
• Deliver and oversee technical support for internal and external customers, providers, community organizations, and other stakeholders.
• Monitors and supports efforts of informatics workflows and processes.
• Plan, develop or acquire, implement, maintain, and evaluate health information systems that are integrated with existing information technology systems across the continuum of care, including clinical, consumer, and public health domains, while addressing security, privacy, and safety considerations.
• Build support and create alignment for informatics best practices; lead health informatics initiatives and innovation through collaboration and stakeholder engagement across organizations and systems.

• Senior project manager with responsibility for overall project management of prospectus level or equally complex or precedent setting projects. Leads the development of the most major, politically sensitive and complex project plans including methodology, resource requirements, timelines, priorities and budget impact. Directs and performs budget planning. Establishes evaluation criteria and measurements to assess projects. Prepares timelines for project completion, implementing a system for review, control, and reporting on project status.
• Ensures that projects delivered meet agreed to customer requirements. Manages all aspects of the of the project's finances. Ensures the latest trends and state of the art technologies in facility design, construction, alterations, space management, contracting, negotiations, and knowledge management are applied. Independently develops innovative solutions to address unanticipated project complications.
• Ensures the completion of project documents and makes certain they are uploaded into all necessary systems of record in order to track established performance metrics and historical trends. Conducts and documents lessons learned analysis.
• Negotiates and coordinates project plans, budget objectives and schedules with customer agencies to establish and/or manage customer expectations. Informs customer officials of project status and any requirements for additional agency initiated action.
• Works with stakeholders and key leadership in various Federal agencies, State and local governments, non-profits, community organizations, special interest groups, and environmentalists. Maintains and/or oversees continuous contact with Federal, State and local officials, and the media (in coordination with Public Affairs) with regard to project issues and status. Briefs key leadership on costs, impact, feasibility, alternatives, issues, recommendations and status of project development and implementation.
• Leads and facilitates the efforts and expertise of a wide range of disciplines. Serves as a mentor for team members and others.
• Directs the acquisition and management of large numbers and types of contracts supporting all aspects of leasing and/or Federal construction projects. Monitors progress and evaluates performance against contract requirements.
• Prepares or assists the Contracting Officer and/or the COR in the preparation of statements of work, determinations, findings and solicitation documents.
• Negotiates the business transaction with customer agencies, including utilization rates and financial obligations; develops complex, accurate requests for funding and tracks financial obligations and expenses throughout the planning, execution and close-out of projects.

The initial application review cut-off for this job announcement is 100 applications. The first 100 applications received will be considered first. Applications received after the initial cut-off number (100 applications) may not receive consideration unless otherwise requested by management. If management requests additional certificates, applicants will continue to be reviewed in groups of 100 in the order they applied.

Duties include, but are not limited to:

Receives telephone calls from veterans, their family members and/or legal representatives concerning general information, directory assistance and complaint resolution. The services provided involve a broad range of topics that directly impact all three administrations with Veterans Affairs. The representative must ask clarifying and probing questions to capture the root cause of the customer's needs and ensure that the primary issue of the customer is identified as well as determine any other concerns or issues that may or may not be related.

Controls the conversation, in a courteous, empathetic, tactful, and respectful manner, to ensure that the caller's inquiry is resolved timely. Prepares well-defined and detailed case notes to effectively communicate the customer's needs and to increase the efficiency of a suitable resolution.

• Determines the appropriate VA services to meet the specific needs of customers.
• Establishes and maintains effective communication and working relationships across the full spectrum of Veterans Affairs.
• Interprets case resolution and feedback from various VA agencies for the customer.
• Triages cases that need immediate attention and alerts key stakeholders as needed.
• Maintains professionalism and controls the call while working under pressure when handling abusive, life-threatening or otherwise difficult calls.
• Asks appropriate and probing questions to identify complex or vague requests for VA services.
• Accurately records details of calls and other service requests in a limited time frame.
• Utilizes a multi-screen computer system including a Customer Relationship Management (CRM) application, phone system, headset, facsimile machine and other office equipment.
• Identifies calls which must be referred to Veterans Crisis Line, Homeless Center, Department of Homeland Security Emergency Operations Center, White House Secret Service or to any higher-level VA staff.
• Respect the right of privacy and maintain confidentiality of callers.
• Simultaneously perform numerous customer service related duties while remaining focused on the needs of the customer.
• Demonstrates strong interpersonal skills by effectively listening, empathizing and speaking with the customer to cultivate a rapport and trustworthy relationship.
• Determines most appropriate action or identifies alternative in resolving issue(s) interpretation and analysis of information contained within the knowledge management platform and several other resources.
• Utilizes resources through VA websites, Knowledge articles and wide variety of other applicable resources as needed
• Communicates with internal and external key contributors through Microsoft Outlook, Skype messaging system, Chatter groups located in the Customer Relationship Management system.
• Appropriately uses the Workforce Management System to listen to call recordings and enter exceptions to provide details of work-related activities.
• Responds to unusual questions or when reasonable attempts to satisfy an irate caller have been unsuccessful with limited or no assistance.