Summary
The primary purpose of these positions is to Enroll Veteran's into VA Healthcare Benefits, The primary purpose of these positions is the respond to questions and resolve issues pertaining to Veterans' healthcare eligibility and benefits, and other related services to Veterans and their family members. These positions are located at Fort Riley, Kansas; Topeka, Kansas; Hot Springs, South Dakota; Smyrna, Georgia and Waco, Texas.
Responsibilities
***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** 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 in a call center from and/or generates telephone calls to Veteran's, 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 Veteran's and their dependents and beneficiaries. Reviews, updates and edits master record information contained within Health Eligibility Center Management System. Explains in detail the process 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, e-mails, etc. and a broad range of topics, benefits, systems and processes, including employment services. Answers incoming calls from Veterans related to their use of the VA.gov 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 4-6 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 7:15pm (CST). Specific tour of duty to be determined . (Monday-Friday an 8 hour shift) Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved
Qualifications
To qualify for this position at the GS-5 level, you must meet the following: GS-5 SPECIALIZED EXPERIENCE: Do you possess at least one (1) full year of specialized experience that has equipped you with the knowledge, skills, and abilities to perform the duties of the Contact Representative position, GS-5 as described below? To be creditable, this experience must have been equivalent to at least the GS-4 grade level in the Federal Service. Specialized experience includes assisting in providing callers with answers to benefits questions, assisting in resolving caller inquiry problems, possessing oral communication skills to interact effectively internal and external callers, using software such as Microsoft Office products, assisting patients in the registration and use of these programs. Note: 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. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. ~ OR~ GS-5 SUBSTITUTION OF EDUCATION FOR EXPERIENCE: : Do you possess four (4) years of successfully completed education above the high school level? This education must have been obtained in an accredited business or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate 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 or technical school. (Transcript required at the time of application.) ~OR~ GS-5 COMBINATION OF EDUCATION AND EXPERIENCE: Do you possess a combination of successfully completed post-high school education and experience to meet total qualification requirements for the GS-5? Only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. (Transcript required at the time of application.) To qualify for this position at the GS-6 level, you must meet the following: GS-6 SPECIALIZED EXPERIENCE: Do you have at least one (1) year of specialized experience equivalent to the next lower grade level (GS-5) in the Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Contact Representative at the GS-6 level? Qualifying specialized experience includes: reviewing incoming information and examining applications, forms, or records for possible errors, omissions, or discrepancies; interpreting and applying policies, regulations, and procedures to review, verify, and process information; composing and preparing written responses to inquiries requiring interpretation of policies, regulations, and procedures; explaining program requirements, benefits, or services to individuals with varying levels of understanding, including in writing, and coordinating with internal and external contacts where needed to resolve issues. 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. Experience must be fully documented in your resume and must include job title, duties, month & year starting and ending dates AND hours worked per week. To qualify for this position at the GS-7 level, you must meet the following: GS-7 SPECIALIZED EXPERIENCE: Do you have at least one (1) year of specialized experience equivalent to the next lower grade level (GS-6) in the Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Contact Representative at the GS-7 level? Qualifying specialized experience includes: reviewing incoming information and examining applications, forms, or records for possible errors, omissions, or discrepancies; researching and analyzing records, files, or computer systems to resolve discrepancies, answer questions, or determine an appropriate course of action; interpreting and applying policies, regulations, and procedures to review, verify, and process information; applying administrative laws, regulations, and procedures related to a program, benefit, or service; composing and preparing written responses to inquiries requiring interpretation of policies, regulations, and procedures; explaining program requirements, benefits, or services to individuals with varying levels of understanding, including in writing, and coordinating with internal and external contacts where needed to resolve issues 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. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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/.
Requirements
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. 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 identification 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. 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, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
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/.