Contact Representative

The employee will serve as a Contact Representative (CR) for the Women Veterans Call Center (WVCC) within the VA Veterans Health Administration (VHA) located at the Canandaigua VA Medical Center, in Canandaigua, New York.

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties include, but may not be limited to the following: Conducts outreach calls to women Veterans not already enrolled in VA healthcare services. Responds to inbound calls, chat messages, and text messages from women Veterans, family members or caregivers. Determines nature of call, thoroughly and accurately analyzes issue and assists with communicating caller's needs regarding benefits, services and health care needs to health care or service providers. Demonstrates exceptional interpersonal communication skills and works collaboratively in meeting women's needs. Applies problem solving techniques to resolve or assist in resolving women's issues and concerns. Analyzes caller's situation, provides in-depth solutions based on inquiries, questions or concerns from women, their representative, families or caregivers about services and resources. Applies fact finding and interviewing techniques to gather, analyze and evaluate information from women. Fosters and maintains good public relations using a considerable amount of tact, diplomacy and empathy. Uses computer technology to ensure accurate information collection, communication and documentation. Performs other related duties as assigned. Work Schedule: Set Shift between Monday - Friday, 8:00 am - 10:00 pm and Saturday, 8:00 am - 6:30 pm Recruitment & Relocation Incentives: Not authorized.