The Dayton, Ohio Veterans Affairs Medical Center's Patient Business Service is recruiting for a well-qualified Lead Contact Representative for the Enrollment and Eligibility Unit.

Duties

Duties include, but are not limited to: serving as Subject-Matter Expert (SME); applying an extensive body of rules and regulations relative to Veterans Eligibility for VA healthcare benefits interpreting relevant laws, VHA guidelines and regulations, and other federal agency policies processing requests to update Veterans personal, eligibility and enrollment information, entering demographic, insurance, and income information, into Veteran Enrollment System (VES). Serving as SME, adjudicating and authorizing Veteran's eligibility applications for programs such as, but not limited to, enrollment, eligibility for VA healthcare benefits, and financial assessment managing and tracking Other Than Honorable Discharge adjudications point of contact for Special Focus: Expanded Access for Emergent Mental Health Services for Former Service members counseling the patient and obtain a signed Humanitarian Billing form for facility billing purposes assisting the Military Sexual Trauma Coordinator in determining eligibility for Mental Health Services for ineligible Veterans with Other Than Honorable Discharge Developing financial assessments to determine Veteran's priority for enrollment in the VA Healthcare System and eligibility for income-based benefits adjudicating cases that meet VA hardship determination criteria for Enrollment of Rejected Veterans identifying and collates health insurance information from all applicants for entry to the VES generating patient data cards for Veterans preparing written correspondence for a broad spectrum of complex inquiries from internal and external customers preparing, composing, and reviewing correspondence resolving conflicting or inconsistent information by dealing with various VA offices, sorting out errors and researching past transactions, cases, or events preparing correspondence to Veterans concerning eligibility and counsels Veterans who do not meet criteria for transportation reimbursement distributing and balancing workload among contact representatives, assuring timely accomplishment of assigned workload, and that each employee has enough work to stay occupied keeping up with status and progress of work, and making day-to-day adjustments, obtaining assistance from supervisor on problems that may arise estimating and reporting on expected time of completion and maintaining records of accomplishments, time expended; preparing production reports as requested instructing contact representatives in specific tasks and job techniques; making available written instructions, reference materials and supplies giving training to new employees maintaining current knowledge for other contact representatives on procedures, policies, directives, etc.; obtaining needed information or decisions from supervisor on problems that arise amending or rejecting work not meeting established standards, referring to supervisor questions or matters not covered by standards and problems in meeting performance standards resolving simple, informal complaints of contact representatives and refer others to supervisor reporting to supervisor on performance, progress and training needs of contact representatives, and on behavior problems providing information to supervisor concerning promotions, reassignment, recognition of outstanding performance, and personnel needs acting as liaison with VHA Privacy Officer (PO); is POC for all official names changes of patients, gathering legal documentation and signed requests to route up to the PO for approval and implementation; assisting PO in the legal change of Gender Assignments into VES responding to inquiries from Veterans, Medical Center staff and other agencies regarding Veteran entitlement to care updating insurance information as necessary utilizing Insurance Capture Buffer (ICB) printing armbands and labels for patients; verifying accuracy of information on armbands and labels, making use of Emergency Department Integration Software (EDIS) board to notify staff of patient arrival, directing patient to waiting area to be triaged by clinical staff Inventorying and ordering administrative supplies for the daily operations of the work area; notifying appropriate services for assistance with office equipment Serving as point of contact for patients, medical center staff and other agencies Maintaining and updating current points-of-contact (call rosters) for providers who support the Emergency Department Making phone calls when requested on behalf of clinical staff to connect ED staff with internal or external healthcare providers regarding transfer of care in or out of the Emergency Department providing administrative notes as needed Work Schedule: Monday through Friday, 0800-1630 Position Description/PD#: Lead Contact Representative/PD930450 Relocation/Recruitment Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Permanent Change of Station (PCS): Not authorized

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/03/2025. 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-8 position you must have served 52 weeks at the GS-7. 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: Previous experience as a lead or team lead. Knowledge and experience of Enrollment and Eligibility requirements. Knowledge of VHIC System. Proficient in several HEC software applications to retrieve Veterans' information: such as, Defense Personnel Records System (DPRIS), Veterans Information Solution (VIS), SHARE, Veterans Benefit Management System (VBMS), Veterans Enrollment System (VES), Cerner, Electronic Health Record Management to conduct thorough research, analysis, and fact-finding to adjudicate Veterans claims for health care, and make appropriate eligibility determinations, perform a variety of data entry functions, execute data transmissions, monitor workloads, and productivity. Knowledge of the following programs: Fugitive Felon Program, Veterans Justice Outreach (VJO), Shipboard Hazard & Defense (SHAD), Camp Lejeune Contaminated Water Exposure, Homeless Care for Homeless Veterans (HCHV), Operation Enduring Freedom/Iraqi Freedom/New Dawn (OEF/OIF/OND) and Special Registry Programs such as Agent Orange, Persian Gulf War, Environmental Contaminants, and Ionizing Radiation. You will be rated on the following Competencies for this position: Customer ServiceHealth Information ExchangeInformation ManagementManages Human ResourcesOrganizational AwarenessStakeholder ManagementTeaching Others 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 Dayton VA Medical Center 4100 West Third Street Dayton, OH 45428 US
• Name: Sage Artemis
• Phone: 216-778-9532
• Email: Sarah.Grimm@va.gov