Program Specialist- Customer Relations

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/23/2026. 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 a GS-7 position you must have served 52 weeks at the GS-5. For a GS-9 position you must have served 52 weeks at the GS-7.

For a GS-11 position you must have served 52 weeks at the GS-9. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience and/or education as described below: GS-7 Specialized Experience: 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.

Examples of specialized experience would typically include, but are not limited to: Under close supervision, as an entry level position the candidate should be familiar with VISTA, CPRS, HSRM, CRM, PATS-R, JPSR, claim processes and Office of Community Care(OCC) policies for eligibility and internal functionality of OCC to handle complaints. NOTE: This experience must be supported by your resume to be creditable. OR, GS-7 Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you 1 full year of graduate level education or superior academic achievement. (Transcripts Required) OR, GS-7 Combination: Applicants may also combine education and experience to qualify at this level.

You must have a combination of specialized experience and education beyond completion of a half-year of graduate level education. (Transcripts Required) GS-9 Specialized Experience: 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.

Examples of specialized experience would typically include, but are not limited to: With minimal supervision, as a developmental position the candidate should be experienced with VISTA, CPRS, HSRM, CRM, PATS-R, JPSR, claim processes and Office of Community Care(OCC) policies for eligibility and internal functionality of OCC to handle complaints. NOTE: This experience must be supported by your resume to be creditable. OR, GS-9 Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have successfully completed a master's or equivalent graduate degree or 2 full years of progressively higher-level graduate education leading to such a degree or LL.B. or J.D., if related. (Transcripts Required) OR, GS-9 Combination: Applicants may also combine education and experience to qualify at this level.

You must have a combination of specialized experience and education in excess of one (1) full year of graduate level education. (Transcripts Required). GS-11 Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-9 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include but are not limited to: Serves as the subject matter expert for VISTA, CPRS, HSRM, CRM, PATS-R, JPSR, claim processes and Office of Community Care(OCC) policies for eligibility and internal functionality of OCC to handle complaints. This includes expert level knowledge of internal VA coordination. NOTE: This experience must be supported by your resume to be creditable. OR, GS-11 Education: Applicants may substitute education for the required experience.

To qualify based on education for this grade level you must have completed a Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., (Transcripts Required) OR, GS-11 Combination: Applicants may also combine education and experience to qualify at this level.

You must have a combination of specialized experience and education in excess of 2-years of graduate education in excess of the amount required for the next lower grade level. (Transcripts Required). For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

The primary purpose of this position is to improve the veteran and Care in the Community (CITC) care provider experience with CITC care. Manages the CITC customer relations process, including complaint resolution, data capture and analysis of issues/complaints to make system improvements. Performs reviews by examining Veteran's medical records, CITC care authorizations, CITC care payment records and historical tracking of submitted health care claims.

Applies specialized knowledge of healthcare planning, project management, organizational structure, and evaluation of care delivery routines. When a complaint is identified, explores all avenues, crossing all lines of authority and responsibility within the medical facility, in order to properly identify the nature and scope of the problem and to initiate appropriate action to expedite a resolution.

Diplomacy, good judgment, compassion, flexibility, and a good sense of humor are required to work with the diversity of patients, family and staff and the complexity and sensitivity of issues which have the potential of controversy or legal action. Serves as the liaison between the Facility, patients, staff, and the community, ensuring Patient Rights and Responsibilities, advocacy, and services are available.

Interprets the Facility's mission, policies, procedures, and available resources/services to the patient and presents the patient's concern, opinions, and needs to appropriate staff and management. Serves as a staff member directly supporting facility Executive Leadership responsible for planning, organization, development, direction and evaluation of VA Medical Facility administration.

Ensures VHA Patient goals, policy and requirements are met by collecting, analyzing, and evaluating relevant data, and preparing meaningful reports based on that data. Maintains a strong and consistent focus on Complaint Resolution which must always be accompanied by attempts at Service Recovery. Must maintain the attitude of taking a negative experience and turning it into a positive, memorable experience for patients and employees.

Maintains a strong relationship with Veterans Service Organizations and others whose interests are in helping and protecting Veterans, their families, and their representatives. Serves as liaison with congressional offices, responding directly to their staff assistants on matters involving patient concerns or dissatisfaction. Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.

Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Monday - Friday, 8:00am-4:30pm (subject to change based on the needs of the agency) Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Position Description/PD#: Program Specialist- Customer Relations/PD03263A, PD03264A, and PD03265A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required.