Contact Representative

About the role

The scope of the Health Eligibility Center (HEC), Enrollment Case Management expanded to include support of the veterans' healthcare enrollment system. This support entails assessing and verifying veterans' eligibility status, processing enrollment applications and supporting the Enrollment Case Management, HEC Management.

What you will do

• This is an OPEN CONTINUOUS ANNOUNCEMENT.
• Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available.
• Applications will remain on file until September 30, 2027.
• The initial application review cut-off for this job announcement is 50 applications.
• The first 50 applications received will be considered first.
• Applications received after the initial cut-off number (50 applications) may not receive consideration unless otherwise requested by management.
• If management requests additional certificates, applicants will continue to be reviewed in groups of 50 in the order they applied.
• Note: Submitting multiple applications will change the order in which your application is reviewed.
• Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.
• Selection at a lower grade level does not guarantee promotion to the full performance level.
• Work Schedule: Full time, 40 hours per week/8 hours per shift, hours of operation are 6:45am-7:15pm CST.
• Tour of duty based on organizational needs and determined by seniority, most new employees will work evening, and night.
• Official tour of duty will be selected based on business needs and will start after training is completed.
• Remote: This position is not authorized for Remote work.
• Telework: This position may be authorized for Telework.
• Telework eligibility will be discussed during the interview process.
• Virtual: This position is not authorized for Virtual Work.
• Definition of Virtual work: Employee works outside of original hiring duty station at VA-owned or leased space.
• Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place.
• Position Description/PD#: Contact Representative/PD06813A, PD06812A, and PD06811A Relocation/Recruitment Incentives: Not Authorized.
• Critical Skills Incentive (CSI): Not Approved.
• Permanent Change of Station (PCS): Not Authorized.
• Duties: Provide guidance to other organization representatives on the regulations, policies, and procedures as they relate to eligibility for income-based healthcare benefits.
• Conduct calls in a high-volume environment.
• Update patient information in an electronic patient record database.
• Independently determine extent of replies, factual accuracy, style, format, whether certain information may be furnished for requests for information.
• Prepare written responses on a broad spectrum of complex inquiries from internal and external customers.

Education

There is no education substitute or requirement for the GS-06 level and above. For the GS-05 level PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement).

Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: *** All education claimed by applicants will be verified by the appointing agency accordingly.

If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified.

Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion.

The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

Documents you must provide

• Resume The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), documentation to support Veterans Preference claims, or ICTAP/CTAP documentation (for displaced Federal employees).
• You will not be contacted for additional information.
• Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) License Other (1) Performance Appraisal Professional Certification Proof of Marriage Status Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript SF-50, Notification of Personnel Action (if applicable for Time in Grade and/or Eligibility): Most recent SF-50 if you are a current or former Federal employee An SF-50 showing 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 Award 50's do not provide sufficient information and will not be accepted for the purpose of verifying time-in-grade.
• Examples of appropriate SF-50's include: Within grade increases at the highest grade held; or Promotions with an effective date more than one year old; or SF-50's at the highest grade held with an effective date more than one year old.
• Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
• You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
• If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
• Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
• Documentation is required to award preference.
• For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

What to expect next

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

If initial application submission is updated and resubmitted with a new resume, only the most current resume will be reviewed for consideration. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview.

All referred applicants receive a final notification once a selection decision has been made. You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications.

Information regarding your application status can be found in the USAJobs Help Center NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service.

HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.

HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities.

HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Additional information

Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service.

This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more.

Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies.

To be well-qualified, applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors if applicable, and must be proficient in most of the requirements of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website which can be found at ***

This job opportunity announcement may be used to fill additional vacancies. The Fair Chance to Compete for Jobs Act (or the Act) prohibits the Department of Veterans Affairs (VA) from requesting applicant criminal history record information before extending a conditional or tentative offer of employment.

In accordance with 5 U.S.C § 9202(c) and 5 C.F.R § 920.201 certain positions are exempt from the provisions of the Act. Applicants who believe they have been subjected to a violation of the Act, may submit a written complaint within 30 calendar days of the date of the alleged non-compliance to VA at ***.

Applicant written complaints should include the following: Administration name: Veterans Health Administration (VHA) Office name, employee name and contact information or contractor who made contact (if known). Date of contact. Details regarding the job opportunity announcement applied to, and copies of any documents or other evidence related to the complaint.

Visit Office of the Chief Human Capital Officer (OCHCO) for more information. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.