Job Description
About the position
- Responsibilities
- Use a PMR (Private Medical Record) Processing System to retrieve and validate veterans' PMRs from PHP's (Private Healthcare Providers).
- Validate the outputs of the PMR Processing System's automation while accommodating integrated human-in-the-loop steps.
- Assist facilitation of case processes via 'human-in-the-loop' activities including extraction of responsive documents and case management.
- Support quality reviews of PMR case processing.
- Make phone calls to private healthcare providers.
- Perform data entry and processing PMR requests.
- Conduct quality assurance activities while maintaining security posture and protecting Veteran's personal information.
- Develop largely unattended automation capabilities to process PMR requests.
- Access the PMR request in the appropriate work queue and the Veteran's eFolder within VBMS.
- Determine if PMR Exclusion conditions apply.
- Perform workflow-driven Case Management for the PMR request.
- Select and retrieve the appropriate records identified in the PMR request.
- Redact records to remove Personally Identifiable Information (PII) if needed.
- Update VBMS with correspondence and records.
- Provide access for VBA to inspect PMR responsive records for quality.
- Generate both interim and final, official responsive records for the Veteran/requester.
- Securely deliver the Completion letter and the responsive records to the requester in an automated fashion.
- Record status related to each request as needed.
- Provide PMR responsive records retention services.
- Requirements
- High School Diploma/GED.
- Demonstrated call center and data entry experience with strong attention to detail.
- Ability to work onsite at IBM's Rocket Center, WV facility a minimum of three days per week with flexible schedules, including nights and weekends.
- Must be eligible to obtain Public Trust clearance upon hire.
- Proven aptitude in collaboration and effective communication using email, chat, and other channels.
- Strong critical thinking and problem-solving skills, paired with proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Nice-to-haves
- Experience with the Department of Veterans Affairs and/or other US Federal Government Agencies.
- Familiarity with Robotic Process Automation (RPA), Artificial Intelligence (AI) and Optical Character Recognition (OCR).
- Experience working with case management systems.
- Benefits
- Medical & prescription drug coverage.
- Dental and vision coverage.
- Mental health & well-being support.
- 8 paid holidays.
- Minimum 56 hours paid sick time.
- 80 hours paid vacation.
- Life insurance.
- 401(k) plan.
- Financial counseling.
- IBM Employee Stock Purchase Plan.
- Paid family medical leave and disability benefits.
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