Brittney M Gossett

GS 7 Step 6 M-F 0800-1730

• Assists in troubleshooting with hearing aid issues. Takes 90-140 calls daily from Veterans requesting hearing aid and Cpap supplies. Timely coordination with Veteran's specific clinics to ensure correct supplies were entered for the Veteran. Manages complex customer accounts, ensuring satisfaction and retention through personalized service. Assisted with day-to-day operations, working efficiently and productively with all team members. Collaborates with cross-functional teams to develop initiatives aimed at enhancing overall customer experience. Resolves customer inquiries through effective communication and problem-solving techniques.

GS 6 Step 4 M-F 0800-1630

• Responsible for scheduling appointments, including interpreting and verifying provider orders in CPRS and Vista, verifying patient insurance information in ICB as well as contacting Veterans to schedule active consults from CTM+. Providing outstanding customer service daily is a large part of the job as well. Through clinic processes I am able to directly work with the patients to solve most issues and those I am unable to directly solve are handled through the providers. Works closely with provider to determine type of appointments needed for the Veteran’s present concerns. Providing excellent customer service to Veteran’s and their family while maintaining and surpassing ICARE standards. Running the query for RTC and APPT orders and contacting Veterans in a timely manner to schedule appointments. Ordering hearing aid supplies for Veterans when they call in and request them as well as contacting Veterans and scheduling when their hearing aids arrive at the clinic after repair.
• GS-06-04 M-F 0800-1630

GS 5 step 4

• Responsible for scheduling appointments, including interpreting and verifying provider orders in CPRS and Vista; reading patient electronic medical record and making decisions concerning outcome of calls based on information found; determines medical necessity of patient requests appropriately seeking assistance from clinical staff for urgent concerns; direct symptom related calls to the triage line; enters patient contact notes appropriately; view alerts appropriately. Entering no-show information in Vista. Provides veterans and medical staff guidance on VHA regulations and software for appointments and scheduling. Providing the highest level of customer service by following and going above and beyond ICARE values.
• Remote GS-06-04 M-F 0800-1630

• Operates the Health Care Center’s switchboard. Provides telephone information including, but not limited to, telephone numbers, extensions, locations of individuals and organizations and directions. Maintains an accurate listing of patients as well as key employees to provide staff and veterans to assist and provide customer service. Monitors privacy and HIPAA regulations to insure patient privacy. Operates associated communication equipment installed as part of the switchboard such as mobile radio units, fire, night and other alarm systems (such as alert or exercise alarms), voice or overhead paging systems. Provides clerical services for supervision and chief of service. Establishes conference calls for key personnel with the connection for as many as three persons at one time; establishes connections for recording calls for permission to perform surgery and special examinations. Monitors the two-way radio system in cases such as fire, vandalism, unruly individuals, etc.
• GS-04-02 M-F 0800-1600