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Contact Representative - Enrollment and Case Management

Department of Veterans Affairs
Veterans Health Administration
Member Services, Health Eligibility Center, Enrollment and Case Management
This job announcement has closed

Summary

The Contact Representative assists customers in the call center for the Health Eligibility Center, Enrollment and Case Management division. This support entails assessing and verifying veterans' eligibility status, processing enrollment applications, and other related duties.

Overview

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Hiring complete
Open & closing dates
01/24/2022 to 01/31/2022
Salary
$36,118 to - $58,158 per year
Pay scale & grade
GS 5 - 7
Location
4 vacancies in the following location:
Waco, TX
Telework eligible
Yes—as determined by the agency policy.
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Competitive
Promotion potential
7
Job family (Series)
Supervisory status
No
Security clearance
Other
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Announcement number
CBZY-11360099-22-BLG
Control number
631982300

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Duties

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Major Duties include but are not limited to the following:

  • Answering telephone calls in a call center
  • Preparing written correspondence related to enrollment, financial statements, and eligibility issues.
  • Process requests to update veterans' personal, eligibility, and enrollment information in online databases.
  • Develop financial assessments to determine veteran's priority for enrollment in the VA Healthcare system and their eligibility for income-based benefits.
  • Counsel veterans' and their representatives regarding the outcome of the case development process to ensure the process is thoroughly explained.
  • Adjudicate cases that meet VA criteria for VA Healthcare Benefits.
  • Research and maintain advanced knowledge of special emphasis programs related to VA Healthcare Benefits.
  • Apply rules and regulations related to eligibility for VA Healthcare Benefits.
  • Provide guidance to VA healthcare staff on regulations, policies, and procedures related to financial eligibility assessments and healthcare benefits.
  • Prepare written responses to complex inquires from both internal and external customers.
  • Resolve conflicting or inconsistent information in files, cases, or correspondences.
  • Utilize a call distribution system such as AVAYA to make, answer, transfer, and coordinate calls.


Promotion Potential: 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: Full-Time, Permanent, Monday through Friday, to be scheduled between the hours of 6:45am to 7:30pm (CST). Specific tour of duty to be determined by supervisor after completion of training.
Training Schedule: Monday through Friday, 8am to 4:30pm (CST). Training will occur for the first 4 to 6 weeks in the position.
Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. This position is eligible for Ad Hoc telework only. Ad Hoc Telework is telework that occurs on an occasional, non-routine basis.
This position will be located at the VHA Member Services location in Waco, TX
Virtual: This is not a virtual position.
Position Description/PD#: Contact Representative - Enrollment and Case Management/PD06811A, PD06812A, and PD06813A
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

Requirements

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Conditions of employment

  • You must be a U.S. Citizen to apply for this job
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to background/security investigation
  • Selected applicants will be required to complete an online onboarding process
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel
  • Job Series 0962 Conditions of Employment
    1) Selectee must successfully complete approximately 4-6 weeks of full time classroom training.
    2) To maintain employment, selectee must achieve a passing grade of at least 80% on all competency testing during classroom training.
    3) Failure to meet these requirements may result in termination of employment or reassignment to your previous position (for employees who previously occupied another position within Member Services and if the vacancy is still available).

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/31/2022.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-06 position you must have served 52 weeks at the GS-05. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.



You may qualify based on your experience and/or education as described below:

GS-05:

  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-04) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
    • Research and apply federal laws, regulations, policies, and procedures.
    • Prepare written responses to internal and external customers.
    • Perform data entry in various computer systems.
    • Assist customers/patients by phone, email, and web chat.
    • Explain to customers/patients on how to complete required forms.
      . OR,
  • Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 4 years above high school (120 semester hours, 180 quarter hours, or the equivalent from an accredited business, secretarial, technical school, junior college, college, or university). OR,
  • Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond the first 2 years above high school. For example, the position to be filled is a Contact Representative, GS-5. The applicant has 9 months of specialized experience and 75 semester hours of college (15 semester hours beyond the second year and the equivalent of 3 months of specialized experience). The applicant meets 75 percent of the required experience and 25 percent of the required education. The applicant meets 100 percent of the requirement for 1 year of specialized experience and is qualified for the position.

GS-06:
  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-05) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
    • Evaluate personal work assignments and prioritize to meet the work units demands.
    • Provide guidance to patients/customers on federal laws, regulations, policies, and procedures.
    • Process requests to update customer/patient information in a computer database.
    • Perform telephone calls in a high-volume response environment (i.e. customer call center).
    • Resolve conflicting or inconsistent information in customer/patient files.

GS-07:
  • Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade (GS-06) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
    • Develop financial assessments to determine financial assistance for medical benefits.
    • Perform research on complex inquiries related to medical benefits.
    • Prepare written case notes based on interactions with customers/patients in a computerized database.
    • Manage the flow of telephone calls, identify caller's issues, and provide appropriate responses.
    • Perform in-depth research and interpretation of federal regulations, polices, and procedures as they relate to medical benefits

You will be rated on the following Competencies for this position:
  • Attention to Detail
  • Communication
  • Computer Skills
  • Organizational Awareness
  • Organizational Stewardship


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; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Note: 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.

Physical Requirements: The work is mostly sedentary. Eligibility determination and letter writing is done sitting at a desk. In some positions, employees walk to other offices, bend, and stoop to reach files, and lift or carry light reference books, files, papers, or pamphlets.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

There is no educational substitution at the GS-06 and GS-07 grade levels.

A transcript must be submitted with your application if you are basing all or part of your qualifications on education at the GS-05 grade level.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's 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.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

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

As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement using the reasonable accommodation process.

Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

How you will be evaluated

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

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.

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