The purpose of the position is to serve as a Lead Contact Representative, under the direct supervision of the Health Benefits Supervisor. The incumbent has the primary responsibility of assignments at this level to include but are not limited to assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; and evaluating systems to make recommendations for improved operations; identifying educational or training needs.

Duties

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." Other duties as assigned. Work Schedule: Monday - Friday - 8:00AM - 4:30PM Position Description/PD#: Lead Contact Representative/PD928550 Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/18/2024. 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: 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. You will be rated on the following Competencies for this position: Analytical ReasoningAttention to DetailComputer SkillsCustomer ServiceOral Communication 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/.

Education

There is no educational substitution at this grade level.

Contacts

• Address Ann Arbor VA Medical Center 2215 Fuller Road Ann Arbor, MI 48105 US
• Name: Tiffani Battle
• Phone: (512) 592-8461
• Email: [email protected]