This position is located in the Department of Health & Human Services (HHS), Centers for Medicare & Medicaid Services (CMS), Office of Communications (OC), Call Center Operations Group (CCOG), Division of Call Center Operations. As a Health Insurance Specialist, GS-0107-12, you will oversee the work of the Contact Center Operations (CCO) contractors as a technical resource on the agency's CCO requirements.

Duties

Develops national oversight standards for CCO and related customer service contractors. Evaluates, assesses, and monitors the performance of contractors in order to ensure compliance with contract requirements and the Federal Managers’ Financial Integrity Act. Reviews and comments on new or proposed policy revisions, regulations, administrative sanctions, and legislation to determine their impact on contractor operations and the effect on safeguarding CMS Call Center Operations. Develops and revises materials and tools to assess participating entities compliance with requirements of Agency programs.

Requirements

• You must be a U.S. Citizen or National to apply for this position.
• You will be subject to a background and suitability investigation.

Qualifications

ALL QUALIFICATION REQUIREMENTS MUST BE MET BY THE CLOSING DATE OF THIS ANNOUNCEMENT. Your resume must include detailed information as it relates to the responsibilities and specialized experience for this position. Evidence of copying and pasting directly from the vacancy announcement without clearly documenting supplemental information to describe your experience will result in an ineligible rating. This will prevent you from receiving further consideration. In order to qualify for the GS-12, you must meet the following: You must demonstrate in your resume at least one year (52 weeks) of qualifying specialized experience equivalent to the GS-11 grade level in the Federal government, obtained in either the private or public sector, to include: Evaluating or implementing call center program activities related to health care administration; AND Establishing and maintaining relationships with internal and external stakeholders to resolve problems pertaining to program oversight; AND Analyzing data to assist in the development of call center communications policies or procedures. Substitution of Education for Experience: There is no substitution of education to meet the specialized experience requirement at the GS-12 grade level. Combination of Experience and Education: There is no combination of experience and education to meet the specialized experience requirement at the GS-12 grade level. 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. Click the following link to view the occupational questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/12369989

Contacts

• Address Office of Communications 7500 Security Blvd Woodlawn, MD 21244 US
• Name: CMS HR Inquiries
• Email: [email protected]