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 Training, Quality, and Content (DTQC). As a Health Insurance Specialist, GS-0107-13, you will be responsible for leading the quality activities within DTQC and will receive directions from the Division Director on a range of quality initiatives related to Contact Center activities.

Duties

Develop, implement, and manage Independent Quality Assurance (IQA) requirements and measurements for the Medicare and Marketplace Contact Centers. Oversee and execute administrative studies, projects, and assignments designed to identify, monitor, and improve quality assurance at the Contact Centers. Attend meetings and conferences with CMS staff and serve as a source of background data on the basis of research performed in preparation for the meetings and conferences. Coordinate and prepare responses to Office of the Inspector General and Government Accountability Office actions; monitors progress of associated corrective action plans.

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.
• Time-in-Grade restrictions apply.

Qualifications

ALL QUALIFICATION REQUIREMENTS MUST BE MET WITHIN 30 DAYS OF 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-13, 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-12 grade level in the Federal government, obtained in either the private or public sector, to include: Monitoring contractors to identify methods to improve the quality of Medicare and Marketplace Contact Center operations; AND Implementing strategies to enhance the quality of information given to beneficiaries and consumers to help them make well-informed healthcare decisions; AND Reviewing new or proposed policy revisions, regulations, or operational procedures to determine their impact on Contact Center operations. 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. Time-in-Grade: To be eligible, current Federal employees must have served at least 52 weeks (one year) at the next lower grade level from the position/grade level(s) to which they are applying. Click the following link to view the occupational questionnaire: https://apply.usastaffing.gov/ViewQuestionnaire/12505925

Education

This job does not have an education qualification requirement.

Contacts

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