Job opening: Lead Contact Representative

Salary: $53 866 - 70 030 per year

Published at: Sep 08 2023

Company: Veterans Health Administration

Employment Type: Full-time

The purpose of the position is to serve as a Lead Contact Representative, to Patient Business Service (PBS), under the direct supervision of the Supervisory Medical Administrative Officer of the Urgent Care / Eligibility unit located at the Cincinnati, OH VA Medical Center.

Duties

The Cincinnati VA Medical Center is a two-division campus located in Cincinnati, Ohio and Fort Thomas, Kentucky serving 15 counties in Southwest Ohio, Northern Kentucky, and Southeast Indiana with 6 Community Based Outpatient Clinics located in Bellevue, KY; Florence, KY; Lawrenceburg, IN; Hamilton, OH; Clermont County, OH, and Georgetown, OH. Cincinnati VAMC also supports two off main campus locations in the Cincinnati area via an Eye Center and Mental Health Outreach Community Division. Major Duties: Will oversee 5 Eligibility Contact Representatives at the full performance of GS-07. The incumbent will estimate and report on expected time of completion of work, and maintain records of work accomplishments and time expended, and prepare reports on patient processing activities as requested by the supervisor and/or PBS leadership. Will provide status updates and progress of work to the Urgent Care / Eligibility Supervisor and/or PBS leadership, and obtain needed information or decisions from the supervisor on developing issues. Will inform employees of available services and employee activities and assist in resolving simple informal complaints of employees and refer others to the supervisor. Will serve as a key contact for various Medical Center staff, Veterans, and their family members pertaining to healthcare benefits. 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 CVAMC areas transitioning patients identified as ineligible for VA patient care. Will be responsible for assisting families with a Veteran's death, burial and explanation of death benefits and updating the Date of Death in a Patients File. Incumbent identifies and collates health insurance information from all applicants for entry to the ICB or VISTA, copies or scans insurance company enrollment identification cards, research employers as needed to obtain complete data when applicants do not have complete information. Resolves conflicting or inconsistent information by dealing with various VA offices, sorting out errors and researching past transactions, cases, or events. Prepares notification letters to new Veterans who are determined to be ineligible along with their appeal rights. "Distributes and balances workload among employees in accordance with established workflow or job specialization. Ensures the timely accomplishment of assigned workload and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise. The incumbent will instruct employees in specific tasks and job techniques, providing extensive training to new and existing staff, developing educational materials for distribution with the inclusion of Standard Operating Procedures." "Incumbent may also occasionally work outside the VA to participate in community events such as Health Fairs, Homeless Veterans Stand Downs and Post Deployment Health Re-assessment (PDHRA)." Work Schedule: Monday - Friday (8am - 4:30pm) Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Virtual: This is not a virtual position. Position Description/PD#: Lead Contact Representative/PD920280 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/05/2023. 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-8 position you must have served 52 weeks at the GS-7. 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: Do you have one year of specialized experience (equivalent to at least the GS-7 level or pay band in the Federal service)? Specialized experience is defined as experience which equipped you with the knowledge, skills, and abilities required to perform successfully the duties of the Lead Contact Representative. Specialized experience includes but is not limited to: Knowledgeable in the procedures related to enrolling Veterans in and accessing the MyHealtheVet web-based program, comprehensive knowledge of pertinent laws, federal regulations, polices guidelines, VHA directive and procedures that require extensive training, Proficient in several HEC software applications to retrieve Veterans' information; such as, Defense Personnel Records System (DPRIS), Veterans Information Solution (VIS), SHARE, Hospital Inquiry (HINQ), Veterans Benefit Management System (VBMS), Veterans Enrollment System (VES), Veterans Health Information Systems and Technology Architecture (VistA), Electronic Health Record Management to conduct thorough research, analysis and fact-finding to adjudicate Veteran's claims for health care, and make appropriate eligibility determinations, perform a variety of data entry functions, execute data transmissions, monitor workloads, and productivity. Working knowledge of varied functions of computer spreadsheets, database computer applications, etc. to produce and maintain a wide variety of documents. Have sound fundamental knowledge or organizational theory and practice and have a high degree of skill in oral and written communications 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/.