Total 36 Customer Service job vacancies in Illinois

The Advanced MSA (AMSA) utilizes numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Duties include, but are not limited to:

- Coordinates with the patient care team to review clinic appointment availability.
- Schedules new and established patient appointments.
- Tracks and facilitates completion of encounters and consults.
- Participates in team huddles and team meetings to manage and plan patient care.
- Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
- Works with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record.
- Monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work).
- Manages electronic wait list to verify and validate accuracy and resolve issues.
- Participates and provides input in problem solving on operational issues or procedures in team meetings.
- Performs administrative follow up actions.
- Participates in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care.
- Evaluates patient information and clinic schedule lists to determine whether patient is vested.- Gathers information and collects/compiles data to meet the needs of the service.
- Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and brings to the attention of the providers.
- Takes care of inventories, supplies, and office supplies.

Work Schedule: Monday- Friday 8:30AM-5:00PM. Work schedule will be discussed at interview.
Telework: Ad-hoc
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

WHAT IS THE TAXPAYER SERVICESDIVISION?
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 Customer Assistance, Relationship and Education

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

• Plans, schedules, and controls the processing of tax data on major corporate and departmental computer systems.
• Analyzes and evaluates requirements for computer processing by identifying work flow and sequence equipment and capacity requirements, and job interrelationships.
• Reviews system reports and logs to identify scheduling conflicts, processing problems, or job failures and determines corrective action. Ensures correct restoration of data files and data bases at the proper restart point.
• Receives program additions, deletions and changes from programmers and various external sources. Evaluates systems change requests to determine modifications to existing set-ups, schedules, run streams, and dependencies with other systems and programs.
• May serve as OJT or formal classroom instructor.
• Performs other duties as assigned.

WHAT IS THE TAXPAYER SERVICESDIVISION?
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 Customer Assistance, Relationship and Education

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

• Plans, schedules, and controls the processing of tax data on major corporate and departmental computer systems.
• Analyzes and evaluates requirements for computer processing by identifying work flow and sequence equipment and capacity requirements, and job interrelationships.
• Reviews system reports and logs to identify scheduling conflicts, processing problems, or job failures and determines corrective action. Ensures correct restoration of data files and data bases at the proper restart point.
• Receives program additions, deletions and changes from programmers and various external sources. Evaluates systems change requests to determine modifications to existing set-ups, schedules, run streams, and dependencies with other systems and programs.
• May serve as OJT or formal classroom instructor.
• Performs other duties as assigned

WHAT IS THE TAXPAYER ADVOCATE SERVICE (TAS) 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 Advocate Service (TAS), Executive Director Case Advocacy (EDCA)

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

• Communicates TAS mission, vision, strategic plan, and values to team members and ensures the integration of all the team's goals, objectives, strategies, work plans, and work products and services.
• Elevates procedural/policy issues and provides technical recommendations through TAS Systemic Advocacy leadership channels to identify taxpayer issue trends and improve case processing methods.
• Articulates work assignments, projects, problem areas, significant issues, deadlines, and time frames for completion to the team. Leads the team in identifying, distributing, and balancing workload among employees in accordance with skill level in coordination with the manager and suggesting adjustments in the workload to ensure timely completion of the case work. Ensures that each team member has an integral role in achieving the final team product.
• Serves as a classroom instructor, On-The-Job Instructor and coach as well as Subject Matter Expert as needed in development of training material and training classes. Works with each employee to develop individual technical training plans and tailor existing training to meet the needs of the group or the individual. Applies creativity in exploring different training methods and coordinates all training in the group with other groups and offices as needed.
• Performs individual reviews and provides feedback to employees on accuracy, timeliness, advocacy and professionalism and coach employees on advocacy and resolving a case or cases accurately and efficiently. Such reviews may include but are not limited to, early intervention reviews, OAR reviews, 100 day case reviews, OJI reviews, inventory management reviews, and pre-closure reviews. Case guidance is documented on TAMIS.

The incumbent serves as an Advanced Medical Support Assistant (AMSA) assigned to a Patient Aligned Care Team (PACT) model or a Specialty Care setting involved in a PACT model within the Marion VA Healthcare System. The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. 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. MSAs at this level develop and/or maintain 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.). Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre appointment information and/or requirements to assure readiness for patient visit/ procedure; 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; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community). For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Work Schedule: Mon - Fri, 8:00 a.m. - 4:30 p.m., excluding weekends and Federal Holidays.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #:
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

WHAT IS THE TAXPAYER SERVICESDIVISION?
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 Customer Assistance, Relationship and Education: Correspondence Production Services - Technical Support Section

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

• Leading the implementation of security programs designed to anticipate, assess, and minimize system vulnerabilities, coordinating the implementation of security programs across platforms (Tier I, II and III) and establishing vulnerability reporting criteria.

• Reviewing proposed new systems, networks, and software designs for potential security risks, recommending mitigation or countermeasures, and resolving integration issues related to the implementation of new systems within the existing infrastructure.

• Assessing new systems design methodologies to improve software quality, accurately representing customer requirements, effectively measuring software development risk, presenting recommendations for adoption of new methodologies to senior management officials, and leading implementation.

• Investigating, evaluating and selecting tools and methods for improving productivity and software quality throughout the life cycle, assessing the feasibility of adopting new software design technologies within the current systems environment, and developing best practices guides for use by other applications software specialists.

• Providing authoritative advice to other specialists in areas such as disaster recovery, capacity planning, applications development, hardware strategy, and operating systems security, and developing and implementing agency guidelines.

The AMSA provides specialized and expert administrative support to Veterans while working collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, specialty clinics, and the Care in the Community programs). Work involves specialized administrative judgment and the flexible use of a wide range of clinical processes relating to access to care across the community.

• 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.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communication during the inpatient to outpatient discharge.
• Communicate with non-VA medical facilities; prepares correspondence for patients; manages a system for follow-up care such as new consults, tests, labs etc.). and other duties assigned for the proper and timely treatment of patients.
• Maintains and coordinates appointment schedules for all community care consults.
• Communicates with community providers to ensure acceptance of VA patients and payments.
• Prepares any required pre-appointment documents including referral forms and release of information documents.
• Coordinates scheduling of appropriate level of care and documents scheduling efforts in the appropriate consult.
• Obtains medical documentation from community providers ensuring coordination and communication regarding services rendered.
• Communicates with PACT teams regarding urgent requests or requests for further treatment for continuity of care.
• Coordinates internal and external care between customers and providers.
• Processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
• Enters appropriate information into the electronic record.
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• 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.
• All other duties as assigned.

The Home Based Primary Care (HBPC) Outpatient Staff Registered Nurse (RN) delivers fundamental knowledge-based care to assigned clients while developing technical skills. Assesses, plans, implements, and evaluates care based on age-specific components. Assumes responsibility for the coordination of care focused on patient education, self-management, and customer satisfaction throughout the continuum of care. Administers medications and procedures per established policies and guidelines. Influences care outcomes by collaborating with members of the interdisciplinary team.

The HBPC RN is responsible and accountable for individual nursing practice and determines the appropriate delegation of tasks consistent with the nurse's obligation to provide optimal outpatient care. This HBPC RN provides direct Veteran care and care coordination, as it pertains, to Veterans and their care within the HBPC Program. Responsible for case management, assessment, triage, Veteran education, resource coordination, medication and treatment coordination, and care planning.

This HBPC RN plans and delivers technically competent care in the home of Veterans with complex needs, including health promotion, health prevention, geriatric care, primary care, and palliative care. Utilizes interventions, which maximize health capabilities and reduces unnecessary urgent care and emergency room visits, per Veteran's goals of care. Makes home visits to Veterans in the program. The focus is on individual growth and development in HBPC nursing practice with increased levels of self-direction. Seeks guidance on how to improve care provided to patients and families. Delegates elements of care to the appropriate individual based upon assessed needs, condition, and safety of the patient. The HBPC RN brings HBPC principles and theory with limited application of critical thinking skills.

This position potentially requires flexibility in schedule and assignments as this is a 24/7 hospital. HBPC RNs must have a current, valid, unrestricted driver's license and the ability to operate a GSA vehicle for community home visits and outreach activities.

VA offers a comprehensive total rewards package: VA Nurse Total Rewards

Pay: Competitive salary, regular salary increases, potential for performance awards
Paid Time Off: 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
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)
Licensure: 1 full and unrestricted license from any US State or territory

Work Schedule: Monday - Friday 8:00 AM - 4:30 PM
Telework: Ad-hoc
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

The primary purpose of this position is to analyze data extracts, compilation, collection, reports and provides program support and administrative assistance to the Contract Nursing Home (CNH)/ Community Adult Day Health Care (CADHC)Program Manager, Post-9/11 Military to VA (M2VA) Program Manager, and the Post-9/11 M2VA Program, where seamless, easy transition for recently discharged Veterans is coordinated including the Polytrauma Support Clinic.

Major Duties:

• Collects, compiles, and/or tracks data and statistical information in support of an organization's program operation.
• 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.
• Evaluates documents, e.g., sampling plans, permit applications, and other data collection forms.
• Coordinates incoming data from a variety of sources.
• Reviewing documents, reports, and/or applications for omissions and inconsistencies, and ensures data entry is complete and accurate.
• Maintains automated system of program-specific data to track suspense's on items such as project milestones, progress reports, funding accomplishments, compliance strategies, etc.
• Performs typing work, whether from voice recordings or written material on either an electric typewriter or using word processing software and equipment.
• Ensures that all information is up to date, and compiles routing reports which are required by VISN headquarters and VACO.
• Types letters, reports, memoranda, inventories, rosters, mailing lists, and other general office material.
• Prepares materials for publication such as pamphlets, certificates, forms, graphs, technical manuals or comparable items.
• Receives and directs callers, patients, and visitors.
• Receives, schedules, refers, and contacts members of the staff, agency, and persons outside the agency ranging from other government agencies to the general public.
• Acts as liaison to other managers and staff within the organization and provides accurate advice on procedures, reports, requirements, and other matters necessary to implement the program's policies, directives, and instructions.

This position is located in the Public Buildings Service, Real Estate Division (RED). This division manages the acquisition of leased space – and the renovation of existing leased and federal space – to support customer agency real estate needs.

This position has job functions that must be executed within specific geographic locations. The official duty station is a federal facility, leased space, or an alternative worksite (typically the employee’s home) within the specified geographic area: Chicago, IL; Springfield, IL; Indianapolis, IN; Milwaukee, WI; Detroit, MI; Battle Creek, MI; Grand Rapids, MI; Cincinnati, OH; Cleveland, OH; Columbus, OH; Minneapolis, MN; St. Paul, MN and Fort Snelling, MN.  You will be expected to report to a specific GSA duty location at least one or more days a pay period depending upon the terms of the agency’s telework policy.

Duties include, but are not limited to:

• Serves as an expert in project management and serves as the primary point of contact in developing and maintaining Division project management policy, practice, and training regimens. This includes developing and maintaining policy and training documents by staying abreast of Public Buildings Service (PBS), Regional, and Division project management dynamics in both leased and federal space.
• Serves as a knowledge expert/resource to all Project Management Branches and Division staff overall as required on all aspects of project management, developing and providing guidance, one-to-one guidance if requested, formal and informal training or briefings or other information sharing in this program area.
• Identifies project management innovations, precedent-setting projects or new training (within and outside of the Federal Government) in the field that would help grow project management within the Great Lakes Region.
• Engages in helping to resolve questions of project management policy and practice, attending various project or program discussions to offer project management policy and practice guidance or evaluating proposed courses of action to keep projects in line with Public Buildings Services (PBS) and Division policy and practices. 
• Responsible for liaising with, organizing, leading, and facilitating the Division senior or Expert and Supervisory Project Managers as a Project Management Council, in parity and concert with the Lease Contracting Officer (LCO) Council in order to help ensure project management and lease procurement policy, practice and training are coordinated and harmonized to the maximum extent possible across the project delivery spectrum.

Major duties:

• Answering phones
• Directing calls to the appropriate staff
• Scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
• Using CPRS for notes, alerting AMSA (Advanced Medical Support Assistant) to scheduled, rescheduled or no show appointments,
• Entering hospital notification and community care coordination plan notes, performing basic eligibility requirements for CITC programs.
• Interacting with both internal and external customers
• Obtains medical records
• Works closely with CITC teams, PACT and specialty clinics.

Major duties include, but are not limited to the following:

• Manages project assignments in accordance with client requirements and ensures that all products and services are delivered on schedule and within budget.
• Works on the administration and management of the entire project, including project financial management. Provides responsive and targeted technical advice and guidance that takes into account the client needs and financial capacity.
• Develops accurate government requirements, measurable performance standards, and manages project life-cycle activities to ensure that intended outcomes are achieved.
• Collaborates with clients to define needs, research and analyze solution options, and provide other client- facing project management support as needed.

• Responsible for overall management of agricultural resources, the formulation and implementation of soil and water conservation plans for customers , and providing guidance and assistance to the landowner to implement their selected alternatives.
• Informs and educates the landowner of conservation technical assistance and financial assistance to consider for conservation system and practice implementation.
• Executes oversight, management and administration for all farm bill programs in accordance with the Conservation Program Manual.
• Independently provides leadership with conservation planning of natural resources and other activities in cooperation with the Conservation District, tribes, local, state, and federal conservation partners to address resource concerns.
• Leads a coordinated interagency delivery of conservation assistance to private landowners and others to sustain the health, diversity and productivity of the state's natural resources.
• Partners with the state conservation partnership to provide long-term commitment to the local, state and federal government conservation delivery system to help private landowners, communities and others conserve natural resources within the state.
• Responsible for supervision of federal employees located in multiple field office(s) and liaison between state and district employees. Reviews work of subordinates. Sets performance standards and evaluates performance for subordinates.

WHAT IS THE TS- TAXPAYER SERVICES 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: TS - CARE-Customer Assistance, Relationship and Education; OPERATIONS SECT-BLOOMINGTON.

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

• Identifies potential and actual problems, probable causes; researches specific issues, gathers pertinent statistics or information, reports findings and may recommend corrective action for the full scope of a program or function.
• Monitors, reviews, and evaluates operations and interrelationships with other functions regarding workflow, work redundancy, or systemic problems.
• Randomly verifies completeness of specific sets of controls, accuracy of procedures, and timeliness and effectiveness of actions.
• Revises procedures, controls, etc., as indicated by studies or assigned by analyst.
• Prepares memoranda, reports, and charts showing findings or recommendations.

Supervisory Medical Support Assistants plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to:

• Assigning and evaluating the work of subordinate staff.
• Resolving complex problems to ensure patient services are met.
• Evaluating new products, equipment, and systems in order to make recommendations for improved operations.
• Identifying educational or training needs; making final decisions on selections; evaluating performance and taking disciplinary action when necessary.
• The employee has full administrative and professional responsibility for planning and directing the MSA's activities.
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.
• The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
• Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required