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This job is open to

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The public

U.S. Citizens, Nationals or those who owe allegiance to the U.S.

Clarification from the agency

See "Who May Apply" in the "Qualification" section for more information on who is eligible to apply for this position.

Duties

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The duties of this position are for the full performance level. The duties at the GS-07 and GS-08 are the same but with closer than normal supervision.
Serve as a Contact Representative performing duties such as coordinating beneficiary counseling and assistance, coordinating TRICARE marketing and education to include Access to Care at GLWACH, and providing debt collection assistance.
Ensure health benefit information is available for beneficiaries and serves as beneficiary advocate and problem-solver providing dedicated service to Military Health System (MHS) beneficiaries.
Act as liaison to resolve issues and coordinate with Market Support Office (HEALTH NET), Managed Care Support Contractors (MCSCs), the claims processor, and other concerned parties to best meet the beneficiaries’ needs.
Respond to beneficiary, provider, and congressional inquiries on TRICARE issues and resolves access-to-health care complaints, assuring that beneficiaries get the services and benefits that are appropriate.
Utilize a web based database, the Assistance Reporting Tool (ART) collects and tracks all cases, categorizing caseload by data elements and timeliness of resolution.
Assist beneficiaries in determining the validity of collection agent claims/negative credit reports received for debts incurred as a result of medical/dental care under the TRICARE Program.
Notify by telephone or in writing, provider(s), collection and/or credit reporting agencies, law firms that the beneficiary's case is being reviewed by the MCSC.
Provide pre-deployment and post deployment TRICARE briefings for Reserve and National Guard members as requested.
Responsible for monitoring and correction of Patient Identification Transfer (PIT) errors.
Monitor enrollment into the GLWACH and makes enrollment or impalement changes as directed by Supervisor.

Requirements

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Conditions of employment

Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
This position requires a Criminal Background Investigation.
This position has a mandatory seasonal influenza vaccination requirement and is therefore subject to annual seasonal influenza vaccinations.
This position requires the employee to have a Hepatitis B immunization series as well as an immunization screening as a condition of employment.
This position requires the employee to effectively communicate orally and in writing in English and in a grammatically correct manner in order to communicate with patients, and to consult with peers and other staff members.

Qualifications

Who May Apply: US Citizens

In order to qualify, you must meet the experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). You will receive credit for all qualifying experience, including volunteer experience. Your resume must clearly describe your relevant experience; if qualifying based on education, your transcripts will be required as part of your application. Additional information about transcripts is in this document.

Specialized Experience GS-07: One year of specialized experience equivalent to the GS-06 grade level in the Federal service which includes: 1) Counseling patients on available health insurance benefit options; AND 2) Utilizing an automated database to facilitate quality patient care. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-06).

Specialized Experience GS-08: One year of specialized experience equivalent to the GS-07 grade level in the Federal service which includes: 1) Counseling patients on available health insurance benefit options; 2) Maintaining formal documentation process for tracking actions and problem resolution in regards to patient's insurance claims; AND 3) Utilizing an automated database to facilitate quality patient care. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-07).

Specialized Experience GS-09: One year of specialized experience equivalent to the GS-08 grade level in the Federal service which includes: 1) Counseling patients on available health insurance benefit options; 2) Maintaining formal documentation process for tracking actions and problem resolution in regards to patient's insurance claims; 3) Utilizing knowledge of hospital policies and procedures to clarify and answer a variety of health insurance questions; AND 4) Utilizing an automated database to facilitate quality patient care. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-08)

You will be evaluated on the basis of your level of competency in the following areas:

Customer Service (Clerical/Technical)
Oral Communication
Patient Rapport and Healthcare Advocacy
Writing

Education

Some federal jobs allow you to substitute your education for the required experience in order to qualify. For this job, you must meet the qualification requirement using experience alone--no substitution of education for experience is permitted.

Additional information

Male applicants born after December 31, 1959 must complete a Pre-Employment Certification Statement for Selective Service Registration.
You will be required to provide proof of U.S. Citizenship.
One year trial/probationary period may be required.
Direct Deposit of Pay is required.
Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees.
Multiple positions may be filled from this announcement.
Salary includes applicable locality pay or Local Market Supplement.
If you have retired from federal service and you are interested in employment as a reemployed annuitant, see the information in the Reemployed Annuitant information sheet.
Payment of Permanent Change of Station (PCS) costs is not authorized, based on a determination that a PCS move is not in the Government interest.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Once the announcement has closed, a review of your application package (resume, supporting documents, and responses to the questionnaire) will be used to determine whether you meet the qualification requirements listed on this announcement. If you are minimally qualified, your resume and supporting documentation will be compared against your responses to the assessment questionnaire to determine your level of experience. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position. Please follow all instructions carefully when applying, errors or omissions may affect your eligibility.

You should list any relevant performance appraisals and incentive awards in your resume as that information may be taken into consideration during the selection process. If selected, you may be required to provide supporting documentation.

Basis for Rating: Qualified candidates will be assigned to one of three quality categories: Best Qualified, Highly Qualified and Qualified. Veteran preference eligibles are listed ahead of non-preference eligibles within each quality category.

Best Qualified. Candidates in this category possess exceptional skills and experience to exceed well above the minimum requirements for the announced position.
Highly Qualified. Candidates in this category possess good skills and experience above the minimum requirements for the announced position.
Qualified. Candidates in this category meet the minimum experience requirements for the announced position.

You may claim Military Spouse preference.

Military Spouse Preference (MSP) applicants will receive preference consideration and will be placed (if selected) at the highest grade for which they have applied and are determined best qualified, up to and including the full performance level.

You may claim Priority Placement Program (PPP) preference.

DoD Priority Placement Program (PPP) Applicants will receive preference consideration at the full-performance grade level only.

Interagency Career Transition Assistance Program (ICTAP). If you are a Federal employee in the competitive service and your agency has notified you in writing that you are a displaced employee eligible for ICTAP consideration, you may receive selection priority for this position. To receive selection priority, you must: (1) meet ICTAP eligibility criteria (2) be rated well-qualified for the position and; (3) submit the appropriate documentation to support your ICTAP eligibility. To be considered well-qualified and receive selection priority applicants must satisfy all qualification requirements for the position and receive a score of 90 or above. Additional information about the program is on OPM's Career Transition Resources website.

Required Documents

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The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

1. Your resume:

Your resume may be submitted in any format and must support the specialized experience described in this announcement.
If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you may not receive consideration for this position.
For additional information see: What to include in your resume.

2. Other supporting documents:

Cover Letter, optional
Most recent Performance Appraisal, if applicable

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

Help

To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on 06/12/2024to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/12435906).
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.

To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Agency contact information

Army Applicant Help Desk

Website: https://portal.chra.army.mil/hr_public?id=app_inq

Address: JT-DHA-DD83CM DHA STAND-ALONE MKT-LEONARD WOOD ACH
DO NOT USE
Fort Leonard Wood, MO 65473
US

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.

Required Documents

Help

The documents you are required to submit vary based on whether or not you are eligible for preference in federal employment. A complete description of preference categories and the associated required documents is in the Applicant Checklist for Public Announcements.

As described above, your complete application includes your resume, your responses to the online questionnaire, and documents which prove your eligibility to apply. If you fail to provide these documents, you will be marked as having an incomplete application package and you will not be considered any further.

1. Your resume:

Your resume may be submitted in any format and must support the specialized experience described in this announcement.
If your resume includes a photograph or other inappropriate material or content, it will not be used to make eligibility and qualification determinations and you may not be considered for this vacancy.
For qualifications determinations your resume must contain hours worked per week and the dates of employment (i.e., HRS per week and month/year to month/year or month/year to present). If your resume does not contain this information, your application may be marked as incomplete and you may not receive consideration for this position.
For additional information see: What to include in your resume.

2. Other supporting documents:

Cover Letter, optional
Most recent Performance Appraisal, if applicable

NOTE: Documents submitted as part of the application package, to include supplemental documents, may be shared beyond the Human Resources Office. Some supplemental documents such as military orders and marriage certificates may contain personal information for someone other than you. You may sanitize these documents to remove another person's personal information before you submit your application. You may be asked to provide an un-sanitized version of the documents if you are selected to confirm your eligibility.

How to Apply

Help

To apply for this position, you must complete the online questionnaire and submit the documentation specified in the Required Documents section below.

The complete application package must be submitted by 11:59 PM (EST) on 06/12/2024to receive consideration.

To begin, click Apply to access the online application. You will need to be logged into your USAJOBS account to apply. If you do not have a USAJOBS account, you will need to create one before beginning the application (https://apply.usastaffing.gov/ViewQuestionnaire/12435906).
Follow the prompts to select your resume and/or other supporting documents to be included with your application package. You will have the opportunity to upload additional documents to include in your application before it is submitted. Your uploaded documents may take several hours to clear the virus scan process.
After acknowledging you have reviewed your application package, complete the Include Personal Information section as you deem appropriate and click to continue with the application process.
You will be taken to the online application which you must complete in order to apply for the position. Complete the online application, verify the required documentation is included with your application package, and submit the application. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.
It is your responsibility to verify that your application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date. Uploaded documents may take up to one hour to clear the virus scan.
Additional information on how to complete the online application process and submit your online application may be found on the USA Staffing Applicant Resource Center.

To verify the status of your application, log into your USAJOBS account (https://my.usajobs.gov/Account/Login), all of your applications will appear on the Welcome screen. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit: https://www.usajobs.gov/Help/how-to/application/status/.

Agency contact information

Army Applicant Help Desk

Website: https://portal.chra.army.mil/hr_public?id=app_inq

Address: JT-DHA-DD83CM DHA STAND-ALONE MKT-LEONARD WOOD ACH
DO NOT USE
Fort Leonard Wood, MO 65473
US

Next steps

If you provided an email address, you will receive an email message acknowledging receipt of your application. Your application package will be used to determine your eligibility, qualifications, and quality ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration.