Introduction

Scope of work will include, but is not limited to the following tasks:

Develop largely unattended automation capabilities to process PMR requests. Required services may include:

• Accessing the PMR request in the appropriate work queue and the Veteran’s 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
  
  
  

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

This position will use a PMR (Private Medical Record) Processing System to retrieve and validate veterans’ PMRs from PHP’s (Private Healthcare Providers). Additionally, the position will validate the outputs of the PMR Processing System’s automation while accommodating integrated human-in-the-loop steps where necessary to achieve transaction performance goals. The role 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 Veteran’s personal information.

Required education

High School Diploma/GED

Preferred education

Associate's Degree/College Diploma

Required technical and professional expertise

• Ability to obtain and maintain a Federal Security clearance with the US Government
• Working in a call center capacity via in/outbound calling
• Prior data entry experience with strong attention to detail
• Must be able to work onsite at IBM’s facility in Rocket Center, WV at minimum 3 days a week
• Willing to work flexible hours including nights and weekends
• Collaborative (Soft Skills-Communication, email, chat channels) and team player
• Critical thinking and problem-solving skill
• Knowledge of and familiarity with Microsoft Office suite (Excel, Word, Powerpoint)

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.