This position is in the Veteran and Family Member Programs (VFMP) Directorate, Office of Integrated Veteran Care (OIVC), Veterans Health Administration (VHA), Department of Veterans Affairs (VA). The incumbent serves as a Lead Contact Representative aligned under the Unit Supervisor in the Civilian Health and Medical Program Veteran Administration (CHAMPVA) Eligibility Enrollment Verification Program Department (EEV).

Duties

Duties include, but may not be limited to: Assists the Section Supervisor overseeing the work production of CHAMPVA Contact Representatives (CR's) and provides guidance and technical direction to approximately sixteen (16) CR's, with varying levels of expertise. Handles the day-to-day distribution of workload (applications and Customer Relationship Management tasks) and keeps the supervisor informed of any situations that may affect workloads so that the supervisor is able to redistribute and rebalance workloads or reassign priorities to improve workflow and increase productivity as necessary. Performs reviews of claims within an automated claims processing system which creates a list of rejected claims due to discrepant eligibility information. Resolves discrepant data, updates eligibility file if needed and ensures corrected data allows for payment of claims. Collects and submits to the supervisor all data pertinent to rejected applications, congressional inquiries or any other inquiries received as they pertain to the eligibility determinations of IVC CHAMPVA programs Receives and initiates correspondence, phone calls and emails with beneficiaries, Veterans, Veterans Service Organizations, VA Regional Offices, the VA Health Eligibility Center, the Financial Services Center, Physicians, Nurses, and other interested parties, regarding development of determinations on VA benefits for eligibility. Examines the database for factual, legal accuracy, identifies possible errors and acts accordingly to incorporate current operational policies, as well as exercising judgment, in correcting erroneous data in the system. Work Schedule: Monday-Friday, between 6:00am-4:30pm based on business needs 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. Position Description/PD#: Lead Contact Representative/PD64124A and PD64124A 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, 09/27/2023. 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-08 position you must have served 52 weeks at the GS-07. 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: You must have one year of specialized experience equivalent to at least the next lower grade GS-07 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Review applications to include coordination of benefits, ensure maximum receipt of benefits and prevent erroneous payment of benefits utilizing knowledge of program eligibility requirements Demonstrates the ability to communicate with the public and other VA agencies who possess various degrees of understanding of program mandates Utilize a variety of office automation software, e.g., applications processing, spreadsheets, electronic mail, and word processing; and knowledge of the similarities, differences, and integration of the different software types. Possess knowledge of Public Laws, rules, regulations, Statutes, VA manuals and guidelines, and internal manuals, policies, procedures, and pertinent guidelines sufficient to research and resolve questions that are raised by beneficiaries, Veterans, providers, VA Regional Offices, Financial Services Center and the VA Heath Eligibility Center as well as other authorized entities. Converse with and advise the public on policy and mandated regulatory guidelines related to program benefits You will be rated on the following Competencies for this position: Administration and ManagementAdministrative LawCustomer ServiceEducation and Training 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: The work is primarily sedentary with occasional requirements to walk around in an office building to meet with employees. Most work requirements involve using a computer and standard office automation equipment. The incumbent may need to stoop, bend, reach, or occasionally carry loads weighing up to 20 pounds. Extended periods of intense concentration are required to ensure the accuracy and timeliness of the work products. 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.

Contacts

• Address Workforce Management - Community Care 120 SE 6th Street Suite 102 Topeka, KS 66603 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]