Job Information
West Virginia Employer Human-in-the-Loop Customer Service Representative in Keyser, West Virginia
Scope of work will include, developing largely unattended automation capabilities to process PMR (Private Medical Record) requests. Required services may include: Accessing the PMR request in the appropriate work queue and the Veterans eFolder within VBMS Determining if PMR Exclusion conditions apply Performing workflow-driven Case Management for the PMR request Selecting and retrieving the appropriate records identified in the PMR request Redacting, if needed, the records to remove Personally Identifiable Information (PII) and other information Updating VBMS with correspondence and records Providing access for VBA to inspect PMR responsive records for quality in the record selection, redaction, timeliness and other critical performance indicators Generating 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 Recording status related to each request as needed Providing PMR responsive records retention services Your role and responsibilities The candidate shall use a PMR (Private Medical Record) Processing System to retrieve and validate veterans PMRs from PHPs (Private Healthcare Providers). Additionally, the candidate will validate the outputs of the PMR Processing Systems automation while accommodating integrated human-in-the-loop steps where necessary to achieve transaction performance goals. The candidate will assist facilitation of case processes via human-in-the-loop activities to include extraction of responsive documents, and/or case management, and validation of automated redactions if needed. Additionally, support will also be necessary to support quality reviews of PMR case processing. Overall duties will consist of making phone calls to private healthcare providers, data entry, processing PMR requests, and quality assurance activities, while maintaining security posture and protecting Veterans personal information. Required education High School Diploma/GED Preferred education Associate's Degree/College Diploma Required technical and professional expertise Working in a call center capacity via outbound calling (non-technical) Prior data entry experience with strong attention to detail Knowledge of and familiarity with Microsoft Office suite (Excel, Word, PowerPoint) Willing to work flexible hours including nights and weekends Must be able to work onsite at IBMs facility in Rocket Center, WV at minimum 3 days a week Able to obtain a Public Trust clearance from the U.S. Federal government (This is performed when awarded the position) Preferred technical and professional experience 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. For quality review personnel, functional knowledge of policies/regulations governing PMR case management. Salary range $32,717.00- $49,079.00
