This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Contact Representative

Department:Department Of Veterans Affairs

Agency:Veterans Affairs, Veterans Health Administration

Job Announcement Number:VZ-13-GKP-887262

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$33,608.00 to $48,699.00 / Per Year

OPEN PERIOD:

Tuesday, May 07, 2013 to Monday, May 13, 2013

SERIES & GRADE:

GS-0962-05

POSITION INFORMATION:

Full Time - Permanent

PROMOTION POTENTIAL:

06

DUTY LOCATIONS:

3 vacancies in the following location:
Denver, CO United StatesView Map

WHO MAY APPLY:

United States Citizens

JOB SUMMARY:

VacancyID: 887262 

The Department of Veterans Affairs (VA) needs employees who possess the energy, compassion, and commitment to serve those who served our Country. Whatever the job title, every position in VA will give you a chance to make a meaningful and personal contribution to the lives of truly special and deserving people - our Veterans. Working for VA is one of the most emotionally satisfying and professionally rewarding ways to dedicate the best within you to your Country's service.

If you are transitioning from the military or a Veteran already, we invite you to explore the benefits of continuing your career at the VA. The VA is committed to hiring Veterans.

The VA is much more than just another employer. It is an honorable, open and welcoming community of those who care. Gratitude is our motivation and service is our mission.

The VA has adopted Core Values and Characteristics that apply universally across the Department. The five Core Values define “who we are,” our culture, and how we care for Veterans, their families and other beneficiaries. The Values are Integrity, Commitment, Advocacy, Respect and Excellence (“I CARE”).

America's Veterans need you!

To find out more, go to http://www.va.gov/jobs/

KEY REQUIREMENTS

  • You must be a U.S. citizen to apply for this job.
  • You will be subject to a background/suitability investigation.

DUTIES:

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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 located at the Health Administration Center (HAC) in Denver, CO.  You are responsible for processing applications and associated documents and input into an eligibility database.  Duties include, but are not limited to:

·         Interprets returned eligibility information.

·         Assures that beneficiaries receive all benefits to which they are entitled.

·         Assists individuals in developing needed evidence and preparing required documents.

·         Makes formal determination on applicant’s eligibility for benefits.

·         Processes applications for benefits.

·         Researches and resolves questions raised by beneficiaries, providers and other entities.

·         Responds to incoming telephone calls from patients, family members and/or legal representatives.

·         Accesses database system to validate caller has met security procedures.

·         Works in a call center environment.

·         Uses tact and diplomacy when dealing with customers.

·         Inputs data into a computer system.

·         Identifies caller’s issues and provides appropriate responses.

 

Work Schedule: Monday - Friday 8:00am - 4:30pm

  ***RELOCATION EXPENSES AND/OR INCENTIVES ARE NOT AUTHORIZED***


QUALIFICATIONS REQUIRED:

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GS-05 Specialized Experience:   (1) full year of specialized experience equipped with the knowledge, skills, and abilities to perform the duties of the Contact Representative position? This experience must have been equivalent to at least the GS-4 level in Federal service. Examples of specialized experience include: working experience in a call center environment receiving inbound/outbound calls related to patient eligibility and benefits; using communication skills to respond and gather information regarding medical eligibility; and completing record update activities in computer databases. NOTE: Evidence of specialized experience must be supported by detailed documentation on your resume or OF612. Also provide work experience information such as hours per week, salary and starting/ending dates of employment (month and year format) to establish one (1) full year of Specialized Experience.  A full year of work is considered to be 35-40 hours of work per week.  Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

OR

GS-05 Education: (4) years of education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite.  This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. (Transcript Required.)

OR

GS-05 Combination of Education and Experience:  Equivalent combinations of successfully completed post-high school education and Specialized Experience to meet the total experience of the position. (Transcript Required.)

You will be rated on the following Knowledge, Skills, Abilities and Other characteristics (KSAOs) as part of the assessment questionnaire for this position:

Knowledge of public laws, rules, regulations, statues and guidelines concerning healthcare benefits, eligibility and enrollment

 

Ability to communicate orally and in writing in a call center environment

 

Ability to use various computer software programs and databases

 

Skill and ability in providing accurate, timely and consistent quality customer service

 

PHYSICAL REQUIREMENTS: The work is primarily sedentary although some walking, stooping, bending, reaching and carrying loads weighing up to 20 pounds is required.  Use of computer and telephone is extensive.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at http://www.opm.gov/qualifications .

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.  WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.  If your resume does not support your questionnaire answers, we will not allow credit for your response(s).


APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications.  Please refer to this checklist to ensure proper accreditation and for foreign education requirements.

Veteran's Preference:

When applying for Federal jobs, eligible veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of DD-214(s) showing all dates of service as well as character of service (honorable, general, etc.). Additionally, veterans with service-connected disability of 10% or more must also submit a copy of their official statement from the Department of Veterans Affairs, or from a branch of the Armed Forces, certifying their service-connected disability and/or their receipt of compensation for service-connected disability.  If the military member is within 120 days of separation and does not yet have a DD214, the member may instead submit any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions not later than 120 days after the date the certification is signed.

Veterans with service-connected disability of less than 10%, non service-connected disability, and Purple Heart recipients, as-well-as those claiming derived preference for a spouse, widow or widower, or natural mother, should refer to and submit a completed " SF15, "Application for 10-Point Veteran Preference," (go to http://www.opm.gov/forms/pdf_fill/SF15.pdf) and required documentation with your application materials. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/veterans.aspx.

 

HOW YOU WILL BE EVALUATED:

Applicants will be ranked based on four quality groups, as follows:

  • Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
  • Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
  • Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
  • Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.

After the vacancy announcement closes, reviewed applications are evaluated against the questionnaire responses and placed in the appropriate quality group.  Qualified veterans will be afforded preference by being placed at the top of the appropriate quality group.  Qualifying veterans with a service-connected disability of 10% or more will be placed at the top of the best qualified group.  The best qualified group is the first to be referred to the hiring facility for further consideration and possible interview.  The remaining groups may be referred based on the number of applicants available.


BENEFITS:

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VA offers a comprehensive benefits package.  This link provides an overview of the benefits currently offered:  http://www.va.gov/jobs/job_benefits/benefits.asp

The Federal Government has special appointing authorities for persons with qualifying disabilities (go to http://www.opm.gov/disability/peoplewithdisabilities.asp).   For additional information on these, and other special appointing authorities, refer to this checklist or contact the hiring Human Resources Management Service at: 120 SE 6th St
Suite 102
Topeka, KS 66603
USA



OTHER INFORMATION:

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/ctap/index.asp.  

VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies.

You may be required to serve a probationary period.



HOW TO APPLY:

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To apply for this position, you must provide a complete application (See "Required Documents" section below).  The complete Application package must be submitted by 11:59 PM (EST) on Monday, May 13, 2013.

To begin the process, click the Apply Online button on the right side of this screen to create an account or log in to your existing USAJOBS account.  Be sure to upload the required documents before you submit your application.  Please ensure you click the Submit My Answers button at the end of the process.  Mailed/emailed applications will not be accepted.

Note: To change or update your application, simply reapply through My USAJOBS, before the closing date.  To check the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), select Application Status and click on the more information link under the application status for this position.

If you cannot apply online:

  1. Click the following link to view and print the occupational questionnaire: View Occupational Questionnaire.
  2. Print this 1203FX form to provide your response to the occupational questionnaire: http://www.opm.gov/forms/pdf_fill/OPM1203fx.pdf .
  3. Fax the completed 1203FX form along with all supporting documents to (478)757-3144.  Your 1203FX form must be placed on top of all materials being faxed and will serve as a cover page for your fax transmission.
  4. Keep a copy of your fax receipt in case verification is needed.

To fax supporting documents you are unable to upload:

  1. Complete this cover page http://staffing.opm.gov/pdf/usascover.pdf using the following Vacancy ID: 887262.  You must use this fax cover sheet in order for your documents to be matched with your online application.
  2. Fax your documents to (478)757-3144.


REQUIRED DOCUMENTS:

The following documents are required:

  1. Resume
  2. Responses to the Occupational Questionnaire
  3. Other documents - use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), ICTAP/CTAP documentation (for well-qualified, displaced Federal employees), or documentation to support Veterans Preference claims.  You will not be contacted for additional information.

AGENCY CONTACT INFO:

VHA Nationwide DEU
Phone: (501)257-4134
Email: CAVHS.DEU@VA.GOV
Agency Information:
VHA DEU Topeka
PLEASE DO NOT MAIL APPLICATIONS
APPLY ONLINE OR FAX ONLY
Thank You, AR
00000
USA

WHAT TO EXPECT NEXT:

After the vacancy announcement closes and a referral certificate is issued, an electronic notification letter - or e-mail - will be sent to applicants who provide an e-mail address.  Otherwise, you will receive a notification letter via the U.S. Postal Service within 2 to 4 weeks.

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Job Announcement Number:

VZ-13-GKP-887262

Control Number:

343004100