Contact Representative

Job description

Summary
These positions are in Contact Management at the VA Health Resource Center (HRC).

The primary knowledge of the position is to provide eligibility and benefits counseling; website and mobile navigation; and customer support to Veterans and all other users of the MyHealtheVet website - eBenefits website - Web and Mobile Solutions - and other various VA websites.

The incumbent will assist Veterans in the registration and use of these programs.

Positions will be located in Topeka - KS and Waco - TX

Qualifications
To apply for this position - you must have the following qualifications: English Language Proficiency - In accordance with 38 U.S.C. 7402(d) - No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.

You must be proficient in basic written and spoken English in order to meet the requirements of this position.

PLUS For GS-5: EXPERIENCE: Possess at least one (1) full year of specialized experience that has equipped you with the knowledge - skills - and abilities to perform the duties of the Contact Representative position - GS-5 as described below.

To be creditable - this experience must have been equivalent to at least the GS-4 grade level in the Federal Service.

Specialized experience includes assisting in providing patients with answers to their benefits questions - assisting in resolving caller inquiry problems - possessing oral communication skills to interact effectively with callers - using software such as Microsoft Office products - assisting patients in the registration and use of these programs.

OR For GS-5: EDUCATION SUBSTITUTION: Possess four (4) years of successfully completed education above the high school level.

This education must have been obtained in an accredited business or technical school - junior college - college or university for which high school graduation or the equivalent is the normal prerequisite.

One year of full-time undergraduate study is defined as 30 semester hours - 45 quarter hours - or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business or technical school.

(Transcript required at the time of application.) OR For GS-5: COMBINATION OF EDUCATION AND EXPERIENCE: Possess a combination of successfully completed post-high school education and experience - as described above - to meet total qualification requirements for the GS-5 Only education in excess of the first 60 semester hours (i.e. - beyond the second year) is creditable toward meeting the specialized experience requirement.

One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience.

(Transcript required at the time of application.) For GS-6: EXPERIENCE: Possess at least one (1) year of specialized experience that equipped you with the particular knowledge - skills - and abilities (KSA's) to perform successfully the duties of the position - and that is typically in or related to the position to be filled.

To be creditable - specialized experience must have been equivalent to at least the next lower grade level of GS-5 in Federal service.

Specialized experience is understanding of patients benefits to answer questions - resolve problems - and advise callers on available courses of action; possessing oral communication skills to interact effectively with callers and resolve callers inquiries; using of fundamental operations of software such as Microsoft Office products - browsing software - and personal computers and mobile device navigation and operation; possessing business health care practices - Health Insurance Portability Accountability Act rules - and Security and Privacy Act requirements to safeguard patient's personal identifiable information and personal health information.

For more information on these qualification standards - please visit the United States Office of Personnel Management's website at

Duties

• ***THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** This position involves a multi-grade career ladder
• The major duties listed below represent the full performance level of GS-6.
  
  At the GS-5 grade level - you will perform assignments of a more limited scope and with less independence
• You will progressively acquire the background necessary to perform at the full performance level of GS-6.
  
  Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance - availability of higher-level work - and availability of funds
• This position is established to perform developmental assignments like the duties contained in the full performance - Contact Representative - GS PD#01916A
• The required knowledge - skills and abilities are adequately obtained through the satisfactory performance of progressively more difficult assignments that are essentially and substantially identical in nature as described in the full performance level position description
• However - the incumbent is under closer supervision and receives more detailed instructions
• As the incumbent progresses - the amount of supervision will gradually be reduced
• All other factors of the position remain essentially the same
• The position is established with known promotion potential to the targeted full performance level of GS-06 without further competition upon the successful completion of all administrative and statutory requirements and demonstrated satisfactory job performance
• Major Duties: Receives inbound telephone calls from Veterans - Veterans family members and/or legal representatives - the public - and VA employees regarding VA and related non-VA benefits available to Veterans - dependents of Veterans - and beneficiaries
• Determines most appropriate action or identifies alternatives in resolving issue(s) through in-depth research and interpretation
• Explains the process of filling out a claim for benefits - eligibility requirements - forms and other relevant information
• Performs research using approved knowledge management scripting and business processes to determine and resolve each problem
• Performs research and utilizes technical references and VA records systems available to resolve identified issues
• Provides instructions to Veterans - caregivers - VA staff on the use of VA eligibility - benefits and healthcare related websites
• and mobile tools
• Utilizes and records completion of work according to policies - procedures and guidance applicable to the work performed
• Reports and tracks user feedback and suggestions and appropriately documents issues and resolution in appropriate system of record
• Provides project support according to assigned tasks to provide a single point of contact for usability and navigation related problems for to My HealtheVet program
• Provides timely feedback to customers on service request status - resolution actions - and preventive measures for the requests
• Work Schedule: 06:45am to 7:15pm (Monday-Friday an 8 hour shift) Recruitment & Relocation Incentives: Not authorized Telework: This position may be authorized for telework
• AD HOC Telework eligibility will be discussed during the interview process.
  
  

Required Skill Profession

Other General