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Job Information

Veterans Affairs, Veterans Health Administration Contact Representative in Canandaigua, New York

Contact Representative

Department of Veterans Affairs

Veterans Affairs, Veterans Health Administration

Overview
  • ##### Open & closing dates

06/21/2019 to 07/12/2019

  • ##### Service

Competitive

  • ##### Pay scale & grade

GS 5 - 7

  • ##### Salary

$33,949 to $54,670 per year

  • ##### Appointment type

Permanent

  • ##### Work schedule

Full-Time

Location

-

Canandaigua, NY Few vacancies

Relocation expenses reimbursed

No

Telework eligible

No

- Duties
Summary

The primary purpose of the position is to respond to Veteran's and/or designated representative's over the phone to research, identify, and resolve issues pertaining to Medical Care Cost Fund (MCCF) first party, insurance, and third party billing practices; provide eligibility and benefits counseling; pharmacy administrative support; and other related services. This position is located in the First Party Operations call center located in Canandaigua, NY.

Learn more about this agency

Responsibilities

Multi-grade level statement: This position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-7. At the lower grade levels, the employee performs assignments of a more limited scope and with less independence. The employee will progressively acquire the background necessary to perform at the full performance level of GS-7.

Major Duties include but are not limited to:

  • Receive telephone calls from and/or generate telephone calls to Veterans, their families and/or legal representatives concerning billing inquiries;
  • Review, updates and edits master record information contained within the VistA system;
  • Explain the process of filing a claim for benefits and eligibility requirements, repayment plans, etc.;
  • Prepare case notes when actions are affected;
  • Provide Consolidated Mail Outpatient Pharmacy (CMOP) and facility medication tracking information;
  • Develop referrals and documents case activity for action by facility to include a wide range of topics;
  • Perform credit card processing;
  • Perform auto transcription and secure messaging

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, Monday-Friday, 8 hour shift between the hours of 7:45 a.m. to 8:15 p.m. (EST). Specific tour will be determined by management at the end of the training period based on the organization's needs. Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Contact RepresentativeGS-7: 00707A / GS-6: 00708A / GS-5:00709A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status

No

Promotion Potential

7

  • #### Job family (Series)

0962 Contact Representative

- Requirements
Conditions of Employment
  • New appointees must successfully complete approximately 4-6 weeks of full time classroom training and achieve a passing grade on the final competency testing.
  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to background/security investigation
  • Selected applicants will be required to complete an online onboarding process
Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/12/2019.

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-06 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. 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 and/or education as described below:

GS-5 Level: Specialized Experience: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: 1. Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues using oral communication. 2. Experience using basic math skills using a calculator 3. Experience using basic computer skills (typing, researching, and navigating through multiple windows)

(Experience must be documented in your resume)

OR

Education: Applicants may substitute education for the required specialized experience at the GS-5 grade level. To qualify based on education for this grade level you must have 4 years above high school education (or equivalent). This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university, or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial, or technical school. (Transcript Required)

OR

Combination of Experience and Education: You may qualify by a combination of experience and education. For GS-5 level positions only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. (Transcript Required and Experience must be documented in your resume)

GS-6 LEVEL: Specialized Experience: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-05 grade level in the Federal service. Specialized experience for this position includes: 1. Knowledge of procedures, practices, rules, regulations and/or policies related to Veteran and/or federal employee benefits. 2. Experience communicating specialized information verbally with callers to understand and resolve issues in a reasonable amount of time. 3. Experience working and/or dealing with first party, insurance, and third-party billing practices 4. Experience documenting case notes thoroughly regarding call information 5. Ability to read and understand public law policy and law

(Experience must be documented in your resume)

GS-7 LEVEL: Specialized Experience: You must have 1 year of specialized experience at a level of difficulty and responsibility equivalent to the GS-06 grade level in the Federal service. Specialized experience for this position includes: 1. Thorough knowledge of procedures, practices, rules and regulations related to Veteran and federal employee benefits 2. Experience professionally communicating specialized information with internal and external customers verbally or in writing to clarify and answer questions, resolve complex issues, and advise callers on all available options 3. A broad knowledge of Public Law and Codes related to insurance claims 4. Extensive knowledge in applying the Means Test regulations as they apply to co-payments for hospital care, nursing home care, and prescription co-pays 5. Excellent oral and written communication skills to interact effectively with callers and document case notes accurately to provide clear information that may be used by other contact representatives for additional follow-up calls

(Experience must be documented in your resume)

You will be rated on the following Competencies for this position: - Communication - Computer Skills - Critical Thinking - Technical Competence

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: Position is mostly sedentary. Frequent use of a telephone system, over the head headset and computer system to perform duties. The employee is often required to talk, type, and navigate systems for long periods of time.

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

A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. 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. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional information

Receiving Service Credit or 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 Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified (have a final rating of 85 or more) 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/.

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.

This job opportunity announcement may be used to fill additional vacancies.

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.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

If you are unable to apply online view the following link for information regarding an Alternate Application.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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.

Background checks and security clearance
Security clearance

Other

Drug test required

No

Position sensitivity and risk

Non-sensitive (NS)/Low Risk

Trust determination process

Suitability/Fitness

- Required Documents

To apply for this position, you must provide a complete Application Package which includes: 1. Resume: A resume describing your job-related qualifications is required and must be in English. It should contain each position title, grade (if Federal), your duties, accomplishments, the dates you held each position in mm/yy format, the number of hours worked per week, and salary so we may best assess your qualifications. If more than one resume is received, only the last resume received and processed will be reviewed. 2. SF-50, Notification of Personnel Action: (Previous and Current Federal Employees Only) - See note below regarding required SF-50's 3. Transcript: (Only is using education to qualify for experience) A copy of your transcript showing degree and confer date. Failure to provide transcripts will result in you being rated ineligible for this position. We accept unofficial transcripts, as long as they contain the applicant's name, name of the school, the date and degree that was awarded. 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. 4. Applicant Checklist: Please utilize the applicant checklist to ensure your application is complete and contains all of the required documentation to verify you meet the area of consideration for this announcement.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to 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
  • VA Disability Letter or other documentation for special hiring authority
  • Resume
  • 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 http://www.fedshirevets.gov/job/vetpref/index.aspx.

If you are relying on your education to meet qualification requirements:

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. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

- Benefits

A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

- 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 07/12/2019 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/10532394.

  1. 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.
  2. 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. To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

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). HCP are individuals who, during the influenza season, work in VHA locations where patients receive care or who come into contact with VA patients 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 facilities. HCP include all VA licensed and unlicensed, clinical and administrative, paid and unpaid, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, students, researchers, volunteers, and trainees who work at these facilities. HCP that are unable to receive or otherwise decline a flu shot will be expected to wear a face mask throughout the influenza season.

Agency contact information
Jessica Travers
Email

Jessica.Travers@va.gov

Address

VHA Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US

Learn more about this agency

Next steps

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. 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.

- Fair & Transparent

The Federal hiring process is setup to be fair and transparent. Please read the following guidance.

Equal Employment Opportunity Policy

The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

  • Equal Employment Opportunity (EEO) for federal employees & job applicants
Reasonable Accommodation Policy

Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.

Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:

  • An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
  • An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
  • An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.

You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.

Learn more about disability employment and reasonable accommodations or how to contact an agency.

Legal and regulatory guidance
  • Financial suitability
  • Social security number request
  • Privacy Act
  • Signature and false statements
  • Selective Service
  • New employee probationary period

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/537447700. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.

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