Contact Representative
What you'd do
The Contact Representative is aligned under the Unit Supervisor in the CHAMPVA Eligibility Enrollment Department in the Veteran and Family Member Programs (VFMP) Directorate, Office of Integrated Veteran Care (OIVC), Veterans Health Administration (VHA), Department of Veterans Affairs (VA), Civilian Health and Medical Program Veteran Administration (CHAMPVA). These positions are located in Lakewood, CO.
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 Contact Representative is responsible for processing applications for benefits for Civilian Health and Medical Program Veterans Administration (CHAMPVA) and to have a working knowledge of Children Women Vietnam Veterans (CWVV), VA Spina Bifida Healthcare Program (SB), Camp Lejeune Family Member Program (CLFMP), Care Giver CHAMPVA, and Foreign Medical Program (FMP). Duties include but are not limited to: Reviews incoming information and examines applications, forms, or records for possible errors, omissions, or discrepancies. Researches and analyzes records, files, or computer systems (including the Veteran Eligibility System, VES) to resolve discrepancies and determine an appropriate course of action. Applies administrative laws, regulations, and procedures to process applications and make determinations for CHAMPVA and related programs. Makes formal determinations and issues formal decisions on applications for CHAMPVA, with a working knowledge of Children Women Vietnam Veterans (CWVV), VA Spina Bifida Healthcare Program (SB), Camp Lejeune Family Member Program (CLFMP), and Foreign Medical Program (FMP) to recognize and refer cases for the Specialty Program. Creates new beneficiary files or updates established records, confirming that proper determinations have been made and maintained. Coordinates the exchange of data between VA Regional Offices (VARO), Veterans Information System (VIS), Veterans Benefit Management System (VBMS), Health Eligibility Center (HEC), the Financial Services Center (FSC), and VHA physicians to ensure that all benefits granted are awarded in accordance with Public Law, Federal regulations, and program policy. Interprets returned Veteran disability ratings to establish sponsorship and the correct level of program coverage, and requests additional information when needed. Examines applications for possible errors and acts according to current operational policies. Responds to interagency communication through the Customer Relationship Management (CRM) tool. Prepares written correspondence with beneficiaries, Veterans Services Offices, VA Regional Offices, CMS/Medicare, and other contacts regarding the development of determinations on VA benefits. Composes and prepares responses to inquiries where written replies are required. Performs other duties as assigned. Work Schedule: Full time, 8-hour shift between the 6:30 am- 4:30 pm (Eastern Standard Time) Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Telework: This position may be authorized for Ad hoc telework. Ad hoc is defined as occasional, non-recurring telework. Telework eligibility will be discussed during the interview process
What you need to qualify
To qualify for this position at the GS-6 level, you must meet one of the following: SPECIALIZED EXPERIENCE GS-6: One (1) year of specialized experience equivalent to the next lower grade level (GS-5) in the Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Contact Representative at the GS-6 level. Qualifying specialized experience includes: reviewing incoming information and examining applications, forms, or records for possible errors, omissions, or discrepancies; interpreting and applying policies, regulations, and procedures to review, verify, and process information; composing and preparing written responses to inquiries requiring interpretation of policies, regulations, and procedures; explaining program requirements, benefits, or services to individuals with varying levels of understanding, including in writing, and coordinating with internal and external contacts where needed to resolve issues. 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. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. To qualify for this position at the GS-7 level, you must meet one of the following: SPECIALIZED EXPERIENCE GS-7: One (1) year of specialized experience equivalent to the next lower grade level (GS-6) in the Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Contact Representative at the GS-7 level. Qualifying specialized experience includes: reviewing incoming information and examining applications, forms, or records for possible errors, omissions, or discrepancies; researching and analyzing records, files, or computer systems to resolve discrepancies, answer questions, or determine an appropriate course of action; interpreting and applying policies, regulations, and procedures to review, verify, and process information; applying administrative laws, regulations, and procedures related to a program, benefit, or service; composing and preparing written responses to inquiries requiring interpretation of policies, regulations, and procedures; explaining program requirements, benefits, or services to individuals with varying levels of understanding, including in writing, and coordinating with internal and external contacts where needed to resolve issues. 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. Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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/.
Before you apply
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