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    Summary

    Located onsite in Denver, CO. this position starts at the GS Grade 5 Step 1 level with salary of $36,317 for those entering Federal Civilian Service for the first time. You must be willing to relocate if living outside the Denver, CO. commuting area.

    The majority of the work involves providing customer service orally using a telephone and using a computer to research customer questions and transcribe the conversation or taking notes electronically.

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    Responsibilities

    This position is assigned the organizational title of Customer Service Representative (CSR) under the Contact Center Chief, Customer Service Center (CSC), of the Department of Veterans Affairs (VA), Veterans Health Administration, Office of Community Care (OCC). The primary function of the Customer Service Representative is advising, counseling, reviewing applications and claims and responding to requests regarding business processes for all associated health benefit programs which are administered by the OCC Contact Center. This involves personal contacts with the public for the purposes of (1) advising and providing information on benefits and rights; (2) explaining pertinent legal provisions, regulations, and related administrative practices and their application to specific cases; and (3) assisting individuals in developing needed documents and evidence required, or in resolving errors, delays or other problems in obtaining benefits. The majority of the work involves providing customer service orally using a telephone and using a computer to research customer questions and transcribe the conversation or taking notes electronically.Duties include:

    • Supports telephonic, written correspondence, live CHAT, and/or electronic contacts as the CSC's mission dictates.
    • Develops, examines, adjusts, reconsiders, recommends settlement of various types of claims, receives and processes requests for authorization of healthcare services, supplies and benefits.
    • Furnishes routine information concerning rights and benefits with regard to assigned health benefit programs administered by the OCCPC under laws administered by the Department of Veterans Affairs.
    • Works directly with Veterans, beneficiaries, providers and collection agencies in an effort to mitigate or resolve situations in which the Veteran or beneficiary has been placed in an adverse credit situation due to non-payment.
    Promotion Potential: This is a career ladder position with promotion potential to GS-8. Current Denver, CO. GS Locality Pay Table. The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level.

    Work Schedule: 8 hour shift between 6:00 am and 6:00 pm Monday - Friday will be established based upon the needs of the service line
    Position Description/PD#: /04786A
    Financial Disclosure Report: Not required

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    8

  • Job family (Series)

    0962 Contact Representative

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/507082200. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.