Contact Representative (Information Technology)

ORGANIZATION LOCATION: Indian Health Service, Southwest Region, Phoenix Service Unit, Phoenix Indian Medical Center/Information Technology Department, Centralized Appointment Center. Position is located in Phoenix, AZ., and supervised through Supervisory Health System Specialist. This position performs call center appointment for Purchase/Referred Care Services to new and returning patients. This job will close when we have received 50 applications which may be sooner than the closing date.

Duties

• Responsible for the central management of the scheduling/appointment system's. Calls patients to management appointments when necessary and makes appropriate changes in the scheduling/registration databases.
• Receives and greets all incoming callers to determine nature of the call or to initiate appropriate work processes to resolve patient needs.
• Work closely with clinical staff while performing administrative, receptionist, clerical and record keeping duties for patient appointment services for all clinics.
• Screens for eligible patients. Assists patients with benefit applications education process for alternate resources and interpretation of rules and regulations.
• Collects patient's third-party documentation and assists patients on services received at the IHS facility.
• Conducts timely data entry of AHCCCS and Medicare information to augment outpatient/inpatient billing efforts to enhance access to health services or other medical specialty care.

Salary

• $42,189 - $67,943/year

Conditions of Employment

Selectee may be subject to a probationary period
ESEP appointees typically serve a two year probationary period
U.S. Citizenship is required
Selective Service Registration is required for males born after 12/31/1959

This is a designated position covered by Public Law 101-630, requiring contact or control over Indian children. Due to this requirement, the agency must ensure that persons hired for these positions have not been found guilty of or pleaded nolo contendere or guilty to certain crimes.

Confidential Financial Disclosure Form required.

IHS Selectees that will work in an IHS health care facility may be subject to Employee Health Policies related to Measles and Rubella, and seasonal influenza immunizations. Vaccine exemption requests may be available according to the National and/or Service Unit guidance.

Work Schedule: Monday thru Friday, 40 hours per week.

Successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit www.dhs.gov/E-Verify/.

You will need to set up direct deposit so we can pay you.

Background Investigation: If you are selected for this vacancy, you must undergo a pre-employment fingerprint check and background investigation. Fingerprint results and background investigation documentation must be cleared prior to hire. After you begin your employment, your continued employment is contingent upon the outcome of a complete background investigation as determined by the sensitivity level of your position. The investigation must find that you are suitable for Federal employment in your position. If you are found not suitable, you will be terminated after you begin work. If you make a false statement in any part of your application, you may not be hired; you may be fired after you begin work; or subject to possible criminal charges. You may be subject to a credit check as a part of the background investigation process.

Qualifications To qualify for this position, your resume must state sufficient experience and/or education, to perform the duties of the specific position for which you are applying.

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; social). You will receive credit for all qualifying experience, including volunteer and part time experience. You must clearly identify the duties and responsibilities in each position held and the total number of hours per week.


MINIMUM QUALIFICATIONS: GS-05:

• 1 year of specialized experience equivalent to at least the GS-04 grade level in the federal service obtained in either the private or public sector performing the following type of work and/or tasks: Provide written and oral communication to the public on insurance information; assist patients and medical staff in completing forms, verify patient eligibility for benefits, e.g., dependent or active identification card, date of birth, verification of covered service, etc.; apply standardized rules, processes and procedures concerning alternate resource entries and sequencing of payors for coordination of benefit; OR
• 4 years of education above the high school level. Note: one year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school (MUST PROVIDE TRANSCIPTS); OR
• Combination of education and experience that when combined fully meet 100% of the qualifications for this position.

MINIMUM QUALIFICATIONS: GS-06:

• 1 year of specialized experience equivalent to at least the GS-05 grade level in the federal service obtained in either the private or public sector performing the following type of work and/or tasks: Apply an extensive knowledge base of the body of rules and procedures concerning benefits sufficient to clarify benefit processes and procedures to patients, conduct personal or telephone interview, search records or guidelines, provide full explanations and education in response to specific inquiries relating to the agency, resolve problems and issues, evaluate the extent of the customer's knowledge of the options and choices open to them, explain the requirements placed on them by laws and regulations, review records and contact other offices to learn status of pending actions, the reasons for delays or changes, and what action or additional information is required to resolve the case.

MINIMUM QUALIFICATIONS: GS-07:

• 1 year of specialized experience equivalent to at least the GS-06 grade level in the federal service obtained in either the private or public sector performing the following type of work and/or tasks: Apply comprehensive rules, regulations, techniques and procedures sufficient to review the particular circumstances and goals of individuals in order to apply the combination of benefits, services or regulatory requirements that will best meet their needs over a span of time; advise individuals on all aspects of benefits and services that should be considered in deciding the most advantageous choice or action; explain alternative formulas and strategies for computing benefits with offsetting advantages and disadvantages; reconcile and generate reports applicable to Business Office and Alternate Resource needs.

Time In Grade
Federal employees in the competitive service are also subject to the Time-In-Grade Requirements: Merit Promotion (status) candidates must have completed one year of service at the next lower grade level. Time-In-Grade provisions do not apply under the Excepted Service Examining Plan (ESEP).

You must meet all qualification requirements within 30 days of the closing date of the announcement. Education This position has an education requirement. You are strongly encouraged to submit a copy of your transcripts or a list of your courses including titles, credit hours completed, and grades. Unofficial transcripts will be accepted in the application package. Official transcripts will be required from all selectees prior to receiving an official offer. Only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education may be credited. Applicants can verify accreditation at the following website: https://www.ed.gov/accreditation. Other Information

Additional selection(s) of candidates may be possible within 240 days from the date the certificate of eligibles was issued for this announcement.

This position is covered by a Bargaining Unit.

This position has promotion potential to the GS-06/07 grade level. Promotion to the next grade level is at management's discretion and is based on your demonstrated ability to perform the higher level duties, the continuing need for the higher level duties, and "Regulatory/Administrative" approval. Promotion to the next higher grade level is not guaranteed and no promise of promotion is implied.

Required Documents

Resume: You are highly encouraged to use USAJOBS Resume Builder to ensure all required information is included in your Resume. If you use your own resume, curriculum vitae, or any other written form you choose then you must describe your job-related qualifications that includes beginning and ending dates for paid and non-paid work experience, hours worked per week, month and year of employment for each job title listed, annual salary, and description of job duties. Include name and address of employer; supervisor name and telephone number.

Required as applicable for the purposes of specific eligibility and appointment claim(s), and position requirements:

• Indian Preference Applicants: If claiming Indian preference, applicants must provide a completed copy of the Form BIA-4432, "Verification of Indian Preference for Employment in the BIA and IHS Only." Indian preference will not be given unless a properly signed and dated form is submitted with your application, including any verification by an authorized Tribal Representative or BIA Official of tribal enrollment records. For detailed instructions, see form BIA-4432. Refer to BIA-4432 link: https://www.bia.gov/sites/default/files/media_document/1076-0160_indian-pref_expires-04.30.25_508.pdf. When an Indian Preference candidate possesses Veterans preference the rules regarding Veterans preference apply under ESEP and the applicant must provide documentation in order to receive preference.
• Veterans Preference: If claiming Veteran's Preference provide a copy of your DD214 Form (Member 4 copy). To claim 10-Point Veterans Preference, submit a SF-15 Application (http://www.opm.gov/forms/pdf_fill/SF15.pdf) along with the appropriate supporting documentation. For additional information regarding Veterans Preference visit: http://www.fedshirevets.gov.
• Career Transition Assistance Program (CTAP)/Interagency Career Transition Assistance Program (ICTAP): If you are claiming CTAP/ICTAP, follow the instructions below: http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/ctap_guideline.pdf.
• Current or former Federal employee: Include your most recent SF-50 or if Reinstatement eligible include your Career SF-50.
• Noncompetitive eligibles: Submit additional documents to prove your eligibility to apply to this vacancy.
• Transcripts: You are encouraged to submit copies of transcripts (official or unofficial) although not required at the time of application. You must list your courses including titles, credit hours completed, and grades. Official transcripts will be required after tentative selection and prior to issuing an official job offer.

You must meet the requirements of the job by 11:59 pm (Eastern Standard Time) of the closing date: 07/09/2025

Your resume and any documents submitted will be retained for eight months and may be used at any time during this period. After 8 months, you must reapply to this announcement in order to be considered.

How to Apply

To apply for this position, you must provide a complete Application Package. See required documents below.

1. Click 'Apply' to create an account or log in to your existing USAJOBS account.
2. Follow the prompts to upload your resume and/or supporting documents.
3. Read all Eligibility questions and respond accordingly. .
4. Complete the assessment questions.
5. Verify all required documentation is included in your application package.

The IHS provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the Human Resources Office (Leeja Bitsoi, Leeja.Bitsoi@ihs.gov, and/or (480) 255-0018.) The decision on granting reasonable accommodation will be on a case-by-case basis.

For additional questions please see our Frequently Asked Questions (FAQs) found here: http://www.ihs.gov/jobs/index.cfm?module=search&option=faq.

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.

Review our benefits