Lead Contact Representative - Contact Management Support Services
Duties include but are not limited to:
Respond to inquiries from, and responds to, Veterans, their family members and/or legal representatives concerning Medical Care Cost Fund (MCCF) first and third party billing practices; prescription renewals, refills and tracking inquiries:
eligibility and benefits counseling; and other VA related services and benefits issues. Prepares well-defined case notes to document when actions are effected, available resources are insufficient to answer caller inquiries, and/or additional research is required. Make follow-up debt collection calls to insurance companies or other business entities for services rendered to Veterans. Handles escalated calls from CRs after attempts to resolve the caller's issue is unsuccessful due to the caller's level of emotion and/or dissatisfaction with response received. Leads a unit or team of junior staff, i.e. Contact Representatives (CRs). Provides leadership, guidance and technical direction to CRs to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances. Monitors recorded and/or live customer calls handled by contact representatives to identify training issues, to provide input to supervisor on individual contact representative performance, and to evaluate the contact representative's compliance with internal procedures and quality assurance requirements. Monitors the status and progress of work assignments and makes day to day adjustments in accordance with the established priorities and are completed in a timely manner within the set guidelines. Responds to complex questions from CRs, handles escalated calls and provides clarification to CRs regarding standard operating procedures, business processes, job aids, knowledge management scripting and VA laws and regulations upon request and when personal observations indicate clarification is appropriate. Provides ad-hoc coaching to ensure CRs are up-to-date on current information and procedures regarding recent updates to complex issues. Delivers on the job coaching to new employees as well as career employees, in accordance with established procedures and practices and recommends changes to standard operating procedures (SOP), business processes (BP) and job aids (JA) based on acquired knowledge, feedback from CRs and personal observation. Work Schedule:
Monday - Friday, 8-hour shift between 6:
45 AM and 7:
15 PM, based on organizational needs. Specific tour of duty to be determined by supervisor after completion of training. Compressed/Flexible:
Not Available Telework:
Available Virtual:
This is not a virtual position Position Description/PD#:
Lead Contact Representative, GS-0962-08, PD#04454A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/07/2020. 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-08 position you must have served 52 weeks at the GS-07. 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:
Experience with various Public Law and Codes in regards to various categories of insurance claims and health benefits; Experience in working complex issues and adapting basic analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and organization; Skilled in the use of software program application and navigation of automation databases in order to search, navigate, and identify information necessary for providing customer service; Experience providing leadership guidance, and technical directions to accomplish the work of the unit or team and resolve issues; Communicating effectively both orally and in writing, with sensitivity and tact, with people from a wide variety of backgrounds. You will be rated on the following Competencies for this position:
Customer ServiceLeadershipOrganizational AwarenessPlanning and Evaluating 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:
The work is primarily sedentary, although some slight physical effort may be required. Use of a computer and keyboard is extensive. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Respond to inquiries from, and responds to, Veterans, their family members and/or legal representatives concerning Medical Care Cost Fund (MCCF) first and third party billing practices; prescription renewals, refills and tracking inquiries:
eligibility and benefits counseling; and other VA related services and benefits issues. Prepares well-defined case notes to document when actions are effected, available resources are insufficient to answer caller inquiries, and/or additional research is required. Make follow-up debt collection calls to insurance companies or other business entities for services rendered to Veterans. Handles escalated calls from CRs after attempts to resolve the caller's issue is unsuccessful due to the caller's level of emotion and/or dissatisfaction with response received. Leads a unit or team of junior staff, i.e. Contact Representatives (CRs). Provides leadership, guidance and technical direction to CRs to accomplish the work of the unit or team and resolves issues without the involvement of a supervisor except in unusual circumstances. Monitors recorded and/or live customer calls handled by contact representatives to identify training issues, to provide input to supervisor on individual contact representative performance, and to evaluate the contact representative's compliance with internal procedures and quality assurance requirements. Monitors the status and progress of work assignments and makes day to day adjustments in accordance with the established priorities and are completed in a timely manner within the set guidelines. Responds to complex questions from CRs, handles escalated calls and provides clarification to CRs regarding standard operating procedures, business processes, job aids, knowledge management scripting and VA laws and regulations upon request and when personal observations indicate clarification is appropriate. Provides ad-hoc coaching to ensure CRs are up-to-date on current information and procedures regarding recent updates to complex issues. Delivers on the job coaching to new employees as well as career employees, in accordance with established procedures and practices and recommends changes to standard operating procedures (SOP), business processes (BP) and job aids (JA) based on acquired knowledge, feedback from CRs and personal observation. Work Schedule:
Monday - Friday, 8-hour shift between 6:
45 AM and 7:
15 PM, based on organizational needs. Specific tour of duty to be determined by supervisor after completion of training. Compressed/Flexible:
Not Available Telework:
Available Virtual:
This is not a virtual position Position Description/PD#:
Lead Contact Representative, GS-0962-08, PD#04454A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/07/2020. 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-08 position you must have served 52 weeks at the GS-07. 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:
Experience with various Public Law and Codes in regards to various categories of insurance claims and health benefits; Experience in working complex issues and adapting basic analytical techniques and evaluation criteria to the measurement and improvement of program effectiveness and organization; Skilled in the use of software program application and navigation of automation databases in order to search, navigate, and identify information necessary for providing customer service; Experience providing leadership guidance, and technical directions to accomplish the work of the unit or team and resolve issues; Communicating effectively both orally and in writing, with sensitivity and tact, with people from a wide variety of backgrounds. You will be rated on the following Competencies for this position:
Customer ServiceLeadershipOrganizational AwarenessPlanning and Evaluating 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:
The work is primarily sedentary, although some slight physical effort may be required. Use of a computer and keyboard is extensive. 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/.
- Department:
0962 Contact Representative - Salary Range:
$47,899 to $62,269 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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