The Dayton, Ohio Veterans Affairs Medical Center's Patient Business Service is recruiting for a well-qualified Contact Representative for the Enrollment and Eligibility Unit.
Duties
Duties include, but are not limited to: Interviewing applicants by phone or in person to determine whether they are eligible for enrollment for healthcare. Listening to customers, and paying attention to the details of the customer's needs and concerns. Interpreting and applying knowledge of healthcare options, local, state, and national policies to be able to accurately respond to inquiries about eligibility for healthcare and benefits. Informing applicants of requirements for determining eligibility, income disclosure and financial threshold tests, insurance information disclosure and other necessary demographic information. Assisting applicants and stakeholders with completing applications for enrollment for healthcare benefits, including, but not limited to, regular enrollments, hardship enrollments, catastrophically disabled enrollments, and applications for death benefits. Processing various requests for Release of Information (ROI), financial threshold tests, and applications, and scanning documents as needed. Reviewing military service documents, and other documents to make eligibility determinations for healthcare. Acquiring copies of relevant and necessary documents for scanning into the applicant's permanent records. Querying multiple information systems to determine and/or verify basic eligibility for healthcare. Initiating requests for assistance from other internal and external agencies to determine eligibility for healthcare. Assisting the applicant with acquiring other documents and paper records if information system queries cannot establish eligibility. Processing transfer enrollments from other medical facilities and updates existing enrollment demographics which may have lapsed over a period of time. Promoting and maximizing a knowledgeable, courteous, and harmonious working relationship among patients, family members, staff, the community, and other stakeholders, and enhancing customer satisfaction in all interactions. Safeguarding access to printed and electronic files containing sensitive data and information, which must be protected under the provisions of the Privacy Act of 1974, HIPAA, and other applicable local, state, and federal laws, regulations, and policies; and maintaining security within areas of responsibility to assure that computer system security and confidentiality of sensitive information is not divulged, and that employee access to sensitive information is limited only to that which the employee needs in order to perform official duties. Taking necessary action to report and address violations of information security. Work Schedule: Monday through Friday, 0800-1630 Position Description/PD#: Contact Representative/PD92716A Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized
Salary
Qualifications
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/15/2025. 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-7 position you must have served 52 weeks at the GS-6. 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 as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-6 in the normal line of progression for the occupation in the organization. Specialized experience includes, but is not limited to: knowledge of enrollment systems, knowledge of Veterans with regard to enrollment and eligibility criteria, knowledge of identification card systems, knowledge of Veteran priority groups. You will be rated on the following Competencies for this position: Customer Service Health Information Exchange Information Management Interpersonal Skills Manages and Organizes Information Organizational Awareness Problem Solving Stakeholder Management 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: This is primarily a sedentary position, but the work requires some walking, bending, stooping, and carrying of light objects such as manuals, documents, etc. Concentration and sustained performance under prolonged stress is required because of the time factors involved in completion of work assignments within deadlines. 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 this grade level.
Required Documents
To apply for this position, you must provide a complete Application Package which includes: Resume SF-50/ Notification of Personnel Action The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees). You will not be contacted for additional information. Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) License Other (1) Other (2) Other (3) Performance Appraisal Professional Certification Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade. Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old. Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/15/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12751005. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. 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/. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
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