Clarification from the agency

VA Only: Current Permanent VA Employees

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Program Specialist (Call Center Lead) / PD#44273-A

Ensuring Customer Service runs efficiently and effectively and remains optimally productive to provide Veterans' and VA Clinicians the highest level of customer service and support for placing orders. As a Subject Matter Expert (SME) in all national programs managed by Denver Logistics Center (DLC), the Subject Matter Expert will staff a National Clinical Provider Line, which is a phone extension designated exclusively for clinicians and vendors in need of someone with advanced knowledge to research and resolve complex issues. Coordinate with VA Foreign Medical Program to verify eligibility for hearing aid program benefits, create and update records in database, order and ship commodities worldwide. This position serves in the capacity as the Program Specialist who provides guiding and advising approximately sixteen Veteran Services Support Technicians who are the frontline representatives responsible for the placement of all orders received from clinics and Veterans at the DLC including, hearing aid accessories, assistive listening devices, assistive devices, batteries, orthotic soft goods, compression stockings, prosthetic socks, aids for the blind and telehealth equipment. These orders can be received electronically via ROES, e-mail, telephone, fax, or manually by mail. The incumbent serves as an advisor to the supervisor on all aspects of Customer Service production, workload, team dynamics, and individual employee issues and concerns. The Program Specialist provides resolution to simple, informal complaints of veterans, clinicians and employees and refers more complex issues up through the supervisor and management. Converts circumferential or metric measurements received from prosthetists, orthotists, physicians, therapists and/or Veteran amputees to flat width and length measurements to determine the proper items to be ordered. The incumbent provides data analysis on the Customer Service Section and is responsible for the success of the Customer Service. Screens and categorizes all incoming clinic documents, order cards, e-mail requests, special letter requests, vendor mail and clinic requests to enhance prioritization and distribution of workload. Performs varying duties which are not completely standardized or prescribed such as: tracking spreadsheets for order card and phone call workload, credit card reconciliation, researching off contract device items, quality control evaluation for miss addressed orders, foreign medical problem resolution for overseas Veterans; and miscellaneous office procedures.

Conditions of employment

You must be a US Citizen to apply for this job.
Subject to a background/suitability investigation.
Selective Service Registration is required for all males born after 12/31/1959.

PHYSICAL REQUIREMENTS: The incumbent of the position typically works indoors in an environment involving everyday risks or discomforts which require normal safety precautions typical of such places as offices or meeting rooms. Observance of normal safety practices with office equipment, avoidance of trips and fails, and observance of fire regulations is required. The area is adequately lighted, heated,and ventilated.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 05/31/2022.

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-09 position you must have served 52 weeks at the GS-07. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

Specialized Experience GS-09:

Applicants must have One year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Thorough and detailed knowledge of different models of hearing aids and the distinguishing types of hearing aids and their application (e.g., custom in-the-ear, completely in the canal, full shell, half shell; over-the-ear\behind the ear, wireless devices connecting to hearing aids, assistive listening devices, and programmable hearing aids). Detailed knowledge of hearing aid part including battery, cord or tubing, or other accessories required, as well as current battery drain information to determine correct ordering and\or registration of hearing aids, wireless devices, assistive devices and telehealth equipment. Detailed knowledge of different types and sizes of batteries used in terms of size, voltage, generic and commercial designations, units of packaging, life expectancy and substitutability. General and technical knowledge of various other electronic devices to determine correct battery provisions, e.g., telephone amplifiers, artificial larynxes, Infrared and FM systems, alerting devices, and transcutaneous nerve stimulators. Knowledge of Cochlear implants such as processors, battery types, accessories and manufacturers. Experience and knowledge of various types and sites of amputations, and other similar disabilities. Experience and knowledge of prosthetic (stump) socks and related items in terms of size, length, ply, material, manufacturer, flat width/circumference measurements, type of toe configuration, and specialized manufacturing or alterations. Knowledge of prosthetic feet and related items in terms of make, model, style, size, side, heel height, heel density, toe resistance, heel size, and color. Understanding of Telehealth equipment, usage and associated medical terminology and the process for equipment refurbishment. Knowledge of Remote Order/Entry System (ROES). Detailed knowledge of order placement procedures. General knowledge of the basic aspects of supply management and inventory systems and procedures that includes supply, inventory, distribution methods, shipping methods and associated advantages\disadvantages associated with related methodology. Knowledge of how to conduct telephone and/or email interviews. Detailed knowledge of Microsoft Office Suite. Comprehension of shipping methods, USPS, DHL, UPS, U.S. Postal regulations and procedures. Must be able to type 40 WPM, use an electric calculator and be proficient in 10-key data entry via keyboard.
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How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be rated on the following competencies based on your application for this position:

Competency 1 - Organizational Awareness

Competency 2 - Customer Service

Competency 3 - Communication

Competency 4 - Analytical Reasoning

Competency 5 - Problem Solving

If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to: responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume/application does not support your questionnaire answers, we will not allow credit for your response(s).

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.