Contact Representative

These positions are located at Fort Riley, Kansas; Topeka, Kansas; Hot Springs, South Dakota and Waco, Texas.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION***

NOTE: This position involves a multi-grade career ladder. The major duties listed below, represent the full performance level of GS-07. At the GS-05 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-07. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance and availability of higher level work. This position is organizationally assigned to the Enrollment Case Management Office of the VA Health Eligibility Center. The primary purpose of this position is to enroll Veterans into VA health benefits, respond to questions and resolve issues pertaining to Veterans' health eligibility and benefits, appointment scheduling, and other related services to veterans, veteran family members and/or representatives, the public, and VA employees.

• Receives telephone calls from and/or generates telephone calls to veterans, their family members and/or legal representatives concerning eligibility issues and responds to their questions and concerns.
• Receives telephone calls from and provides information to the public about VA and related non-VA benefits available to veterans and their dependents and beneficiaries.
• Reviews, updates and edits master record information contained within Health Eligibility Center Management System. Explains in detail the process of filing a claim for benefits, eligibility requirements, and evidence/documentation that must be submitted, and other relevant information.
• Receives correspondence from and responds to Veterans, their family members and/or legal representatives concerning eligibility inquiries by responding to their questions and concerns and resolving administrative issues. Inquiries involve multiple modalities, including phone calls, eGAIN Chats, e-mails, the VA Inquiry and Routing Information System (IRIS), etc. and a broad range of topics, benefits, systems and processes, including employment services, and the Virtual Lifetime Electronic Records (VLER) system, etc.
• Answers incoming calls from Veterans related to their use of the VA for Vets website to assess the callers' request and needs and refers Veterans to the appropriate point of contact for those requesting services other than those provided by the Health Eligibility Center.
• Places outbound calls to newly enrolled Veterans whose eligibility has been verified and priority group assigned by the Health Eligibility Center to notify them that they have been enrolled and they will be receiving a personalized handbook.
• Provides information about the Affordable Care Act, standard medical benefits package, VA Dental Insurance Program, eBenefits, and My HealtheVet, and encourages Veterans to schedule a first-time appointment with their preferred VA facility.
• Places outbound calls to Veterans with a Pending Enrollment Status to resolve issues preventing the Veteran's enrollment package from being adjudicated/approved.
• Serves as back up to other call center program areas as qualified and needed.
• Performs other related duties as assigned.

Training: Initial training will be for approximately 6 weeks, Monday-Friday, 8:00 am-4:30 pm (CST).

Work Schedule: 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.
Recruitment & Relocation Incentives: Not authorized
Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Salary

• $40,332 - $66,012/year

Conditions of Employment

• You must be a U.S. Citizen to apply for this job
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required.
• 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. 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) - See "Required Documents" below for details.

Qualifications GS-5 Specialized Experience: MUST possess one (1) full year of specialized experience equipped with the knowledge, skills and abilities to perform the duties of the Contact Representative position. To be creditable, this experience must have been equivalent to the next lower grade level (GS-04) in Federal Service. Specialized experience includes: Research and apply knowledge on regulations, policies, and/or procedures. Prepare oral/written responses to internal and external customers. Perform data entry in various computer systems. Provide customer service to customers/patients. The ability to provide instructions to customers/patients. (This experience must be documented in your resume.)

OR

Education: MUST possess four (4) years of successfully completed education above the high school level in any field for which high school graduation or the equivalent is the normal prerequisite. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. (Transcripts Required)

OR

Combination of Education and Experience: MUST equivalent combinations of successfully completed post-high school education and experience, as described above, and may be used to meet total experience requirements. (Transcripts Required)

GS-6 Specialized Experience: MUST possess one (1) full year of specialized experience equipped with the knowledge, skills and abilities to perform the duties of the Contact Representative position. To be creditable, this experience must have been equivalent to the next lower grade level (GS-05) in Federal Service. Specialized experience includes: Update patient/customer benefits information in an electronic database. Utilize federal regulations related to healthcare benefits. Conduct a high volume of phone calls. Prepare written correspondence to request information from customers. Research past transactions in electronic files. (This experience must be documented in your resume.)

GS-7 Specialized Experience: MUST possess one (1) full year of specialized experience equipped with the knowledge, skills and abilities to perform the duties of the Contact Representative position. To be creditable, this experience must have been equivalent to the next lower grade level (GS-06) in Federal Service. Specialized experience includes: Provides guidance on regulations related to healthcare benefits*Utilize a computerized call distribution system. Update patient/customer benefits information in an electronic database. Conduct calls in a call center environment. Prepare written adjudication or justification documents for case files. Develop financial assessments for income-based benefits. (This experience must be documented in your resume.)

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

• Computer Skills
• Manages and Organizes Information
• Oral Communication
• Organizational Awareness
• Writing

IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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.

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). 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.

Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk, type, and navigate computer systems for long periods of time.

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 IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Other Information

Receiving Service Credit for 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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.

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

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

IMPORTANT: Please ensure your resume include up-to-date contact information (phone number(s), email address(s), etc.)

To apply for this position, you must provide a complete Application Package which includes:

• Resume

Other accepted documents:

• Cover Letter
• DD-214/ Statement of Service
• Disability Letter (VA)
• Other (1)
• Other (2)
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Please review the above list(s) to ensure you have included all necessary documents required for your application. Not every applicant will require the same documents, therefore it is the applicants responsibility to ensure that their application package includes all necessary documents to determine qualifications and eligibility for appointment, such as a copy of your SF-50, transcript, ICTAP/CTAP documentation (for displaced Federal employees). Applicants will be deemed ineligible if supporting documentation is not submitted. You will not be contacted for additional information.

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.

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.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 80 or more before any Veterans preference points) for this vacancy. 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/.

How to Apply

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include the initial online assessment and submission of the required documentation specified in the Required Documents section above. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. To preview the questionnaire, click https://apply.usastaffing.gov/ViewQuestionnaire/12755970. The application process is as follows:

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.
2. Answer the questions presented in the application and attach all necessary supporting documentation.
3. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date, 07/10/2025. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
4. After submitting the online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you via email notification. The email may be routed to your "Spam" or "Junk" folder.
5. IMPORTANT: If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
6. 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 at a later time, you can re-use the URL sent to you via email and also found in your USAJOBS account under the "Track my application" link for the corresponding application.

Visit the USA Hire Applicant Resource Center for practice assessments and assessment preparation resources at https://support-usahire.opm.gov/hc/en-us.

For instructions on viewing the status of your application and current job status visit USAJobs Help Center

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 and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation 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. 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.

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. For more information on how to apply using this appointment authority via the Selective Placement Coordinator within the office, contact the facility Human Resources Department at (844) 456-5208.

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

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