Contact Representative

The primary responsibility of the individual in this position is to support the Health Benefits Unit in researching, determining, and explaining complex health benefits and enrollment questions to both internal and external customers of the VA Ann Arbor Healthcare System. To process enrollment applications and work through multifaceted eligibility requirements that guarantees the accurate and timely assignment of healthcare benefits.

Duties

Health Benefits Contact Representative

• Serves as the subject-matter expert and is responsible for applying an extensive body of rules and regulations relative to Veterans Eligibility for VA healthcare benefits, interpretation of relevant laws, VHA guidelines and regulations, and other federal agency policies is required to ensure that timely and appropriate measures are taken throughout data collection and data entry processes.
• Processing requests to update veterans personal, eligibility and enrollment information, entering demographic, insurance, and income information.
• Serves as a base for determining entitlement to medical care as well as bill preparation and collection on all billable episodes of inpatient and outpatient care.
• Accurate and complete data collection is essential to proper processing of third-party collection requirements as mandated by law.
• Serve as expert benefit representative to HAS Leadership and support the management information components of all health eligibility related programs.
• Provides administrative support and collaborates with inpatient staffing personnel such as Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers, and other administrative and professional staff throughout AAVAMC area transitioning patients identified as ineligible for VA patient care.
• Accurately generates patient data cards for veterans through the Identity Management Toolkit for proofing identity and the Veterans Health Identification Card (VHIC) System.
• Monitors enrolled patient data base information on a regular basis (at a minimum, annually) to perform updates to health insurance data, income assessments for the Means Test and Pharmacy Co-pay Exemption programs as mandated by law.

Correspondence

• Prepares written correspondence for a broad spectrum of complex inquiries from intel and external customers by independently recognizing issues, topics, or problems.
• Prepares, composes, and reviews correspondence prepared for the purpose of obtaining or supplying information.
• Resolves conflicting or inconsistent information by dealing with various VA offices, sorting out errors and researching past transactions, cases or events.

Consult Coordination/New Enrollment Appointment Request (NEAR) List

• Managing the NEAR list and electronic wait list to verify and validate accuracy and resolve issues; providing input during team meetings and to assist in resolving problems having to do with enrollment issues, or panel assignments.
• Generates and monitors enrolled patient data base information for accurate health insurance data

Customer Service

• Provide exceptional customer service by exceeding the customer's expectations
• Actively listen to customers with respect and concern; the incumbent will pay attention to the details of the customer's needs and help the customer arrive at a satisfactory solution to the problem
• Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
• Perform all other related duties as assigned.

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: Monday - Friday 8:00am to 4:30pm
Compressed/Flexible: Not Authorized
Virtual: This is not a virtual position.
Position Description/PD#: Contact Representative/PD92689A and PD92690-A
Financial Disclosure Report: Not required

Salary

• $50,087 - $72,358/year

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
• Subject to background/security investigation
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your probationary period or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/30/2026.

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.

Applicants must be eligible under the VA Interchange Agreement, having served continuously for at least one year in the other merit system under this interchange agreement. For more information regarding the VA Interchange Agreement please visit: https://www.opm.gov/policy-data-oversight/hiring-authorities/competitive-hiring/.

- All Title 38 Veterans Canteen Service (VCS) employees must have served in their Excepted Service position for at least 90 days in order to be eligible for a position within the Competitive Service.

- Applicants who were previously selected under a Competitive Delegating Examining Unit (DEU) announcement must have served in their position for at least 90 days prior to being eligible for other positions within the Competitive Service. You may qualify based on your experience as described below:

Specialized Experience:

• GS-06: 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.
• GS-07: 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 GS-6 Level:

A thorough and comprehensive knowledge of pertinent laws, federal regulations, polices guidelines, VHA directive and procedures that require extensive training. An in-depth knowledge and experience in the field of patient administration (both inpatient and outpatient), including medical records and related fields of medical administration, especially related to any HAS Program.

Examples of specialized experience GS-7 Level:

Extensive Knowledge of Special Emphasis programs to include OEF/OIF/OND (Operation Enduring Freedom/Iraqi Freedom/New Dawn), Caregiver Program, Fugitive Felon Program (FFP), Affordable Care Act, Clay Hunt Act, Camp Lejeune, Agent Orange, Southwest Asia, Burn Pit Registry, Dental Eligibility, Ionized Radiation, Shipboard Hazard and Defense (Project SHAD). Also, requires limited knowledge of Traveling Veterans Coordination (TVC), Indian Health Services (INS), CHAMPVA, Decedent Affairs and Veterans Community Care and HUD-VASH.

You will be rated on the following Competencies for this position:

• Analytical Reasoning
• Attention to Detail
• Computer Skills
• Customer Service
• Oral Communication

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. Other Information This job opportunity announcement may be used to fill additional vacancies. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. 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
• License
• Other (1)
• Professional Certification
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Please note the following guidance regarding Standard Form 50 (SF-50), Notification of Personnel Action if applicable for Time in Grade and / or Eligibility:

• Please submit your most recent SF-50 if you are a current or former Federal employee (effective date must be within the last 365 days)
• 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
• 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.

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 01/30/2026 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12864869.

1. 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.
2. 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.

Beginning September 27, 2025, Federal agencies will only accept resumes up to two pages in length to comply with the Merit Hiring Plan. Resumes longer than two pages will result in ineligibility for further consideration for the position. USAJOBS will not allow you to upload or build resumes longer than two pages, and you will need to update the resumes in your profile before applying for a job. Resumes should include information relevant to the knowledge, skills, abilities, and competencies of the position to which you are applying. VA is unable to make assumptions about qualifications if not clearly listed.

Resumes must be legible so they can be reviewed for eligibility, minimum qualifications and other position requirements listed in the job announcement.

Your resume must be 5MB or less. We recommend saving and uploading your resume as a PDF to maintain formatting and number of pages. We also accept GIF, JPG, JPEG, PNG, RTF, TXT, PDF, ODT or Word (DOC or DOCX). We do not accept PDF portfolio files. We recommend using a sans-serif font size like Lato, if available. Other widely available options are Calibri, Helvetica, Arial, Verdana, Open San Source Sans Pro, Roboto or Noro Sans. Make your page margins 0.5 inches. Consider using 14-point size font for titles and 10-point for the main text in your resume. The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.

Helpful Hints for Creating a Two-Page Resume:

• Prioritize most relevant and recent experience
• Use concise, results focused language
• Align language from the job announcement
• Focus on demonstrating skills and competencies
• Remove outdated or unrelated experience
• Use the USAJOBS resume builder

Additional guidance on this new requirement and resume building tools can be found at:

• https://help.usajobs.gov/faq/application/documents/resume/page-limit
• https://www.opm.gov/policy-data-oversight/hiring-information/merit-hiring-plan-resources/applicant-guidance-on-the-two-page-resume-limit/

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.