Hybrid Contact Representative at Department of Veterans Affairs

Contact Representative

Department: Department of Veterans Affairs

Location(s): Topeka, Kansas, Waco, Texas

Salary Range: $49960 - $64952 Per Year

Job Summary: These positions are located within the First Party Operations (FP) section of the Health Resource Center (HRC) in VHA Member Services in Topeka, KS and Waco, TX. The purpose of this position is to serve as a Contact Representative on a cross-functional team in FP that is designed to provide support to both First Party and Help Desk initiatives in HRC.

Major Duties:

• ***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The major duties include but are not limited to: Receives telephone calls from and/or generates telephone calls to Veterans, their family members and/or legal representatives concerning billing inquiries; Responds to questions and concerns, researches, identifies, and resolves complex billing issues; Receives telephone calls from the public and provides information about a variety of VA and non-VA benefits available; Applies rules and regulations relative to Veterans' eligibility for VA health care benefits and co-payment and billing issues; Explains in detail the process of filing a claim for benefits, eligibility requirements, repayment plans, waivers, and advises what forms, evidence and documentation must be submitted, along with any other relevant information, for each type of action; Prepares case notes when actions are affected, available resources are insufficient to answer the caller's inquiry and/or additional research is required; Accesses multiple databases to review records, identifies status of pending medication actions and potential delays and acquires additional information as needed to resolve patient problems/inquiries; Processes (enters, authorizes, submits and confirms) electronic payments (i.e. bank account, debit or plastic card transactions) for copayments using the pay.gov website; Receives and responds to billing questions from Veterans' via secure messaging through the MyHealtheVet web portal; Reviews, updates and edits master record information contained within Health Eligibility Center (HEC) Management System; Receives inbound telephone calls, webchats and emails from Veterans, caregivers, VA staff and other users related to access of health websites; and Performs other related duties as assigned. Work Schedule: Full-time, Monday-Friday, 8-hour shift between the hours of 6:45am and 7:15pm CST. Specific tour will be determined by management at the end of the training period based on the organization's needs. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved

Qualifications: To qualify for this position at the GS-7 grade level, you must meet the following requirement: SPECIALIZED EXPERIENCE: You must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-6) in the Federal Service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of this position. Specialized experience includes answering inquiries and resolving issues in relation to healthcare insurance, first- and third-party billing, co-payments, debt collection, benefit entitlements; researching/applying regulations, policies, and practices in regards to various categories of insurance claims; preparing well-defined case notes; and communicating effectively, both orally and in writing. NOTE: 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. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Computer Skills Customer Service Oral Communication Problem Solving Technical Competence IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. 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. 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. Physical Requirements: The work is sedentary with no special physical demands. The person in this position is often required to talk, type, and navigate systems for long periods of time. The work environment includes everyday risks and discomforts which require normal safety precautions typical of an office environment. 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/.

How to Apply: All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/25/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12767266. To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire. Click Submit My Answers to submit your application package. NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date. 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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. For more information on how to apply using this appointment authority via the Selective Placement Coordinator within the office, contact the facility Human Resources Department at (844) 456-5208. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any Veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.

Application Deadline: 2025-07-25