These Supervisory Contact Representative positions are located within the VHA Member Services at the Health Resource Center, Contact Management, First Party Operations located in Topeka, KS and Waco, TX. The primary purpose of these positions is to provide supervision, guidance, and assistance to Contact Representatives (CRs) in the performance of their duties.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Duties may include, but are not limited to the following: Performs administrative and human resource management functions relative to staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations. Observes staff's performance, providing performance and productivity input and taking appropriate steps to recommend and/or effect changes when needed to enhance employee and section performance. Keeps employees informed of any deviations from the standards and communicates with employees concerning their performance throughout the rating period. Advises management in the administration and operation of the call center. Analyzes individual employee and section performance and productivity on both a qualitative and quantitative basis in relationship to established goals and objectives. Takes appropriate action to correct deficiencies when noted by reassigning work assignments, training, requesting additional staffing and/or overtime, and related actions. Evaluates processes and procedures in place, making recommendations for more effective organizational functioning when appropriate. Completes daily, monthly, quarterly, and annual reports and statistical data analyses as required by management. Monitors recorded calls and live calls completed by CRs to track employee performance, identify training issues, and to evaluate CRs compliance with internal procedures and quality assurance requirements. Reviews complaints from customers, performing fact-finding as necessary to respond to the issue or make recommendations to senior management. Performs other related duties as assigned. .Work Schedule: Monday - Friday - To be scheduled between the hours of 6:30AM. to 7:00PM CST; based on organizational needs. Recruitment & Relocation Incentives: Not authorized Financial Disclosure Report: Not Required

Requirements

Qualifications

TO QUALIFY FOR THIS POSITION AT THE GS-09 LEVEL YOU MUST MEET THE FOLLOWING CRITERIA: SPECIALIZED EXPERIENCE: Possess at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-8) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position. Specialized experience includes: supervising and leading Contact Representatives; resolving issues pertaining to first party ad third-party billing; providing eligibility and benefits counseling; completing daily, monthly, quarterly, and annual reports and statistical data analyses; and providing guidance to resolve issues. 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. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Administration and ManagementConflict ManagementDecision MakingManaging Human Resources 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. 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 VHA Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]