The Community Care Customer Service Liaison at the Michael E. DeBakey VA Medical Center will serve as the customer service specialist in the areas of Veteran inquiry resolution, consult and referral coordination, billing, claims, and administration of the Mission Act and Community Care programs.
The Community Care Customer Service Liaison serves as the primary point of contact for Veterans, caregivers, and community providers regarding Community Care services, referrals, and benefits administration.
Major duties include, but are not limited to: Serves as a liaison between Veterans, VA clinical and administrative staff, and community care providers to resolve inquiries, complaints, and concerns regarding access to care, referrals, authorizations, billing, and care coordination.
Responds to and resolves inquiries received through multiple channels, including congressional correspondence, OIG, White House Hotline (WHH) cases, Patient Advocate Tracking System (PATS-R) entries, secure messages, and direct phone and email inquiries, ensuring all responses meet established suspense deadlines and documentation standards.
Reviews and interprets Veterans Health Administration (VHA) policy, community care regulations, and eligibility criteria to accurately address Veteran concerns and determine appropriate resolution paths. Conducts chart reviews and coordinates with internal clinical staff, Patient Advocacy, and external community providers to research and resolve complex cases involving referral status, authorization denials, billing disputes, and care coordination delays.
Communicates clearly and professionally, both orally and in writing, with Veterans, caregivers, community providers, and VA staff, including addressing sensitive or emotionally charged situations with professionalism, empathy, and de-escalation techniques. Documents all Veteran interactions accurately and thoroughly in applicable systems of record, ensuring case notes meet documentation standards required for audit, quality review, and leadership reporting purposes.
Escalates complex, high-risk, or unresolved concerns to appropriate internal offices (e.g., Patient Advocacy, Clinical Leadership) or external partners (e.g., TriWest, VA Community Care Network administrators) for further investigation, quality review, and corrective action. Effectively navigate various data bases to ensure appropriate service recovery.
(ECAMs, TriWest Portal, CPRS, CRM, JLV) Educates Veterans and caregivers on Community Care program requirements, referral and authorization processes, and available resources, including the National Community Care Contact Center (C4), My HealtheVet, and the VA Release of Information (ROI) office.
Monitors the status of open referrals, authorizations, and consults to proactively identify potential lapses in care and coordinates with Primary Care and Community Care staff to prevent avoidable delays or disruptions in Veteran care. Prepares accurate, detailed written reports, summaries, and correspondence for use by supervisory staff, Patient Advocacy, and senior leadership in response to inquiries and quality reviews.
Maintains current knowledge of applicable laws, regulations, and VHA policy, including the Integrated Veteran Care (IVC) Field Guidebook, to ensure consistent and compliant service delivery. Ensures compliance with the Community Care Field Guidebook, applying national and local guidance to care coordination, referral management, and Veteran communication activities.
Performs other related duties as assigned in support of the Office of Integrated Veteran Care's mission to ensure Veterans receive timely, high-quality, coordinated care. 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 facility need. Virtual: This is not a virtual position. Position Description/PD#: Community Care Customer Service Liaison/PD03959A and PD03960A Relocation/Recruitment Incentives: Not Authorized. Critical Skills Incentive (CSI): Not Approved. Permanent Change of Station (PCS): Not Authorized.
A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/.
If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
naomi.zeno@va.gov · 6032669415
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $58193 – $92541/yr.
Applications close on 2026-10-19.
This position is open under the 'Fed Transition' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-10 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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