Contact Representative

About the Position: Location is within Naval Health Clinic Charleston, Goose Creek, ground level. Incumbent will have private office and storage room for education supplies. Work hours are M-F 0730-1600. Applicant will be directly responsible for assisting patients with TRICARE billing and benefits.

Duties

• Provide beneficiary counseling and assistance to ensure health benefit information is available to eligible beneficiaries.

• Act as liaison to assist beneficiaries regarding the TRICARE program, coordinating with medical staff, Tricare Area office service centers, Managed Care Support Contractors, claims processor, and other concerned parties.

• Coordinate briefings for the servicing community to include active duty, family members, newcomers, pre-deployment and post deployment.

• Utilize various healthcare software applications to verify patient eligibility and complete patient enrollment.

• Develop recommendations to change or modify existing procedures or policies that will subsequently provide more effective and improved health care to the beneficiary category populations.

• Provide information to resolve problems involving access, payment of bills, and eligibility issues concerning medical care under the TRICARE program.

Salary

• $45,409 - $72,644/year

Conditions of Employment

• Appointment may be subject to a suitability or fitness determination, as determined by a completed background investigation.
• Tier 3(Secret): This position requires the incumbent be able to obtain and maintain a determination of eligibility for a Secret security clearance or access for the duration of employment. A background investigation and credit check are required.
• Immunization screening is required. Hepatitis B immunization is required for all positions with direct patient contact. Applicants may be required to show proof of other immunizations depending on the type of position.
• This position has mandatory seasonal Influenza vaccination requirements and is subject to annual seasonal Influenza vaccinations unless otherwise exempted for medical or religious reasons (documentation of exemption must be provided upon hire).
• Tuberculosis (TB): This position requires the incumbent to have Tuberculosis testing.
• This position requires the completion of a pre-employment Physical Examination and an annual examination thereafter to ensure the continued, required level of physical health and ability or fitness to perform the duties of the position.
• Lifting: Lifting up to 20 pounds may be required.
• This position requires that you obtain and maintain a Basic Life Support (BLS) certification from, or in accordance with, the American Heart Association and American Red Cross. Advanced certification (e.g., ALS) does not supersede BLS.
• This position has been designated Mission Essential. The incumbent is required to report to work or remain at work as scheduled to support mission operations.
• This position has a Temporary Duty (TDY) or business travel requirement of 5% of the time
• Telework: You may be authorized to Telework on a Situational basis upon supervisory approval.

Qualifications

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.

Developmental/multi-graded: Management may select at any of the grade levels announced. Duties described reflect the full performance GS-08 level. Duties will be performed in a developmental capacity under close supervision. This recruitment provides promotion opportunity to the target grade of the position without further competition when selectee is eligible and recommended by management.

GS-6 Grade Level:
Specialized Experience: One year of specialized experience which includes 1) perform referral screening and appointing for referrals, 2) ensure all specialty referrals are screened, processed and appointed in accordance with local policies, 3) receive incoming calls and walk-in visits from patients, and 4) enrollment processing. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-05).

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-05).

GS-7 Grade Level:
Specialized Experience: One year of specialized experience which includes 1) answer routine questions from beneficiaries related to medical insurance claims, such as submission, collections, and case resolution processes, 2) assist with counseling beneficiaries on a broad range of healthcare related benefits, and 3) utilize automated healthcare database to enter and retrieve patient data. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-06).

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-06).

GS-8 Grade Level:
Specialized Experience: One year of specialized experience which includes 1) assist beneficiaries by resolving or correcting discrepancies of existing medical claims, 2) provide regulatory healthcare guidance to the patient population on their rights, benefits, privileges, access to care and available eligibilities, 3) counsel beneficiaries on a broad range of available health benefit programs, and 4) utilize an automated healthcare database to enter and retrieve patient data. This definition of specialized experience is typical of work performed at the next lower grade/level position in the federal service (GS-07).

Time in Grade Requirement: Applicants who have held a General Schedule (GS) position within the last 52 weeks must have 52 weeks of Federal service at the next lower grade or equivalent (GS-07).

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. Other 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. This position requires a 1 year probationary period during which the agency evaluates your fitness and whether your continued employment advances the public interest. In making this determination, the agency may consider your performance and conduct; agency needs and interests; whether your continued employment supports organizational or Government goals; and whether it promotes the efficiency of the Federal service. Continued employment requires written certification that it advances the public interest. Direct Deposit of Pay is required. Selection is subject to restrictions resulting from Department of Defense referral system for displaced employees. Recruitment or relocation incentives MAY be authorized for highly qualified candidates. Advance Leave Accrual/ salary negotiation may be available for those candidates who qualify. 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://appsupport.usastaffing.gov/hc/en-us/sections/28980686389652-Reasonable-Accommodation-Information Required Documents

The documents you are required to submit vary based on the authority you are using to apply (i.e., applying as a veteran, applying as a current permanent Federal employee, applying as a reinstatement, etc). Please review the following links to see which documents you need to provide to prove your eligibility to apply: Applicant Checklist for Internal/MP Announcements (DoD)

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 must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration.
• For each relevant work experience, make sure you include the employer's name, job title, start and end dates (include month and year), for qualifications purposes, the number of hours worked per week, and a brief description that show you can perform the tasks at the required level listed in the job announcement. If your resume does not contain this information, your application may be marked as incomplete, and you may not receive consideration for this position.
• Use plain language. Avoid using acronyms and terms that are not easily understood. The hiring agency will not make assumptions about what's in your resume.
• 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 additional information, to include formatting tips, see: What to include in your resume.

2. Other supporting documents:

• Cover Letter, optional
• Most recent Performance Appraisal, if applicable
• Proof of Eligibility to Apply: Your application must include the documents which prove you are eligible to apply for the vacancy. The Proof of Eligibility document describes authorities commonly used in merit promotion recruitment and what document(s) are required to prove you meet the requirements of the authority. You must meet the requirements of at least one of the authorities listed in the Who May Apply section above to receive further consideration.
• Time-in-grade documentation: If you are applying for a higher grade and your SF-50 has an effective date within the past year, it may not clearly demonstrate you meet the one year time-in-grade requirement so you will need to provide an SF-50 which clearly demonstrates you meet the time-in-grade requirements (examples of appropriate SF-50s include Promotions, Within-grade Grade/Range Increases, and SF-50s with an effective date more than one year old).

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

Please read the entire announcement and all the instructions before you begin an application. To apply and be considered for this position, you must complete all required questionnaires, assessments and submit all required documentation as specified in the How to Apply and Required Documents section.

The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:

1. Click the Apply Online button.
2. Answer the questions presented in the application and attach all necessary supporting documentation. As a reminder, your resume must be two pages or less and must support the specialized experience described in this announcement. Resumes exceeding two pages will be removed from consideration. For additional information, refer to the 'Required Documents' section. To preview the application questionnaire, click the following link: https://apply.usastaffing.gov/ViewQuestionnaire/12943699
3. Click the Submit Application button prior to 11:59 PM (ET) on 04/29/2026.
4. If you are required to complete any USA Hire Assessments, you will be notified after submitting your application. The notification will be provided in your application submission screen and via email. The notification will include your unique assessment access link to the USA Hire system and the completion deadline. Additionally, in USAJOBS you can click "Track this application" to return to your assessment completion notice.
5. Access USA Hire using your unique assessment link. Access is granted through your USAJOBS login credentials.
6. Review all instructions prior to beginning your assessments. You will have the opportunity to request a testing accommodation before beginning the assessments should you have a disability covered under the Rehabilitation Act of 1973 as amended.
7. Set aside at least 3 hours to take the USA Hire Assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue later, you can re-use your unique assessment link.
8. Your responses to the USA Hire Assessments will be reused for one year (in most cases) from the date you complete an assessment. If future applications you submit require completion of the same assessments, your responses will be automatically reused.

For more general information, system requirements, reasonable accommodation information, and to request assistance regarding the USA Hire Assessments, review the following resources: https://appsupport.usastaffing.gov/hc/en-us/sections/28980562523540-USA-Hire-Assessments

To update your application, including supporting documentation: During the announcement open period, return to your USAJOBS account, find your application record, and click Edit my application. This option will no longer be available once the announcement has closed.

To view the announcement status or your application status: Click on this: https://help.usajobs.gov/how-to/application/status. Your application status page is where you can view your application status, USA Hire assessment completion status, and review your notifications sent by the hiring agency regarding your application.